Freshchat Software


Freshchat is a cloud-based live messaging solution that helps sales and customer service teams engage with prospective buyers. The key features of the solution include automated messages, in-app campaigns, automated lead generation using chatbots and integrated customer self-service.

Freshchat offers a priority inbox that helps sales teams to manage and respond to customer inquiries. Additionally, FreshChat includes features like custom dashboard views for individual team members, widgets, team segmentation, client information and more.

The CRM autoload feature allows chatbots to automatically update leads into a database for sales teams. Users can also set up multilingual FAQs to help address customer queries. Assignment rules enable businesses to assign conversations to specific team members or groups based on pre-set conditions.

Freshchat is available per user per month. Support is offered via email, chat and over the phone.



36 Reviews of Freshchat

Overall rating

3.92 / 5 stars

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Showing 1 - 20 of 36 reviews

January 2019

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Customer support

5 of 5

Functionality

4 of 5

January 2019

Quite useful for both sells and support

All in all, a well rounded live chat tool for sells and support. Well integrated with other Freshworks tools.

Pros

Superb as a customer support tool for quick communication with clients. Both to provide information and to resolve issues. Can be integrated with FresDesk for a top of the line combination!

Cons

More flexibility with the visual appearance would be welcomed. Resizing or relocating the main window easily for example.

January 2019

Armando from RTP

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Functionality

4 of 5

January 2019

A good alternative to zendesk

Some of my clients need a chat tool for their Wordpress wensites. They need to be something simple to use and that can be used in their mobile phone.

Pros

I like the way it integrates with wordpress.
Easy to manage by my clients.
Connection with FreshDesk.

Cons

Nothing so far that i did not like in the app.

January 2019

Steve from Impex

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

January 2019

Freshchat gives you everything you need!

No serious problems and customer service was quick to help with anything I needed

Pros

The software is incredibly simple to install and intuitive to use. It is also pretty organized, which helps when you need to assign chats to other reps.

Cons

It isn't very easy to search through old conversations.

December 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

2 of 5

Value for money

3 of 5

Customer support

2 of 5

Functionality

2 of 5

December 2018

You get what you pay for.

Pros

Price is on the lower end of the customer chat solutions out there. And it has the core features you need if you need more than the cheapest options.

Cons

Where to start. Quality is an issue. If you don't have a lot of traffic, maybe this is enough. But the second you get into their more advanced controls, we just experienced so many anomalies... It was hard to know what was us and what was them. And anytime we reached out for help, the majority of their team is based overseas and turn around seemed slow. Then when it came to troubleshooting, they always wanted links and screenshots. Meanwhile, since they took so long to respond, you are long past being in the error state and moved way past the issue - knowing the issue still likely exists. This lead to nothing getting fixed or resolved. Pay the premium and get Intercom or Drift. Or get one of the cheap options out there.

December 2018

Manju from Roadpin Technologies Pvt. Ltd.

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Best tool to integrate chat tool on your website

It really solve the purpose of chat integration system for your website. Overall experience is awesome!

Pros

This software is my first choice to integrate chat script on my website. They have heft list of feature and free plan as well. You can easily change the background image and add questions for chatbot as well.

Cons

I found all the options I need to set up chat tool for my website. So, there is nothing which I like leas about this software.

December 2018

Jennifer from DGL Group

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

2 of 5

Value for money

2 of 5

Customer support

1 of 5

Functionality

2 of 5

December 2018

Very limited features, expensive add-on, requires a lot of setup

We have not fully launched yet, because of the amount of time required to set up and copy over information from FreshDesk

Pros

I'm hoping there will be updates, but as of right now, it's difficult to use and requires an enormous amount of setup. It should just pull in our information from Freshdesk, but it does not.

Cons

Requires a lot of up-front programming. Should not have to re-enter all of the information we already put into freshdesk. This is very time consuming and confusing.

November 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

Freshchat

Pros

Really enjoyed deploying this onto our help desk. Customer support is absolutely amazing and go above and beyond to help.

UI is great and the ability to create the live chat into fresh desk calls allows for nothing to be missed. We use this for first line support and anything more complex we use it for extra details.

Cons

This used to be included in the fresh desk plan but is now an additional purchase.

November 2018

Joseph from LDS Mission Training Center

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

3 of 5

November 2018

I am just a customer using this software

I've used this chat service on multiple occasions on a specific website when order bulk items. The chat experience has always been the same, which is nice. It is simple to see where to click to open the chat, there is an option to minimize the chat window. It's easy to know when you are getting a response. I've had a good overall experience.

Pros

It is a simple chat software that makes communicating with a sales representative simple and easy. I like that the interface isn't distracting. There isn't a lot of unnecessary fluff surrounding the chat window. There is a simple sound that plays when someone responds to the chat. That makes it easy to know when the sales representative has responded to my question, even if I change tabs in my browser.

Cons

I honestly can't think of any from the customer side of things. I don't know on the other side.

October 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

5 of 5

October 2018

The Best Chat App Imimented Easily

Brilliant so far, we’re taking it one step at a time but plan to rolls this out across all of our sites.

Pros

It’s UI is incredible, super easy to use but with all of the features you would expect and more!

Cons

I’d like the bot to be more programmable so that it can respond to common questions from customers automatically.

September 2018

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

3 of 5

September 2018

One of the best modern communication tools

Pros

One thing we really like about FreshChat is it's intuitive nature. New users literally become proficient within minutes and experienced users are finding new functionally all the time!

Cons

Compared with other modern chat applications and software, we feel a little slighted with the fees. Skype, Slack, etc, are solutions which cost no money.

September 2018

Troy from AddressTwo

Company Size: 2-10 employees

Review Source: GetApp


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

September 2018

Simple Easy To Use and Added a Huge Value to Our Customer Support/Training

Pros

Really enjoyed learning about the software as soon as I signed up for the free trial.
I also enjoyed my interactions when their training and support staff who helped me quickly get this up and running. The day it went live for our customers we received great feedback about how accessible our company is.

Cons

Without help it could be a little hard to set up however their support staff was very helpful from the start so I should say their are no cons!

August 2018

Krishna from Gulf Bio Analytical

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

4 of 5

August 2018

Easy to set up and easy to manage

Good and easy to set up

Pros

All required options are available. Reports and dashboard features are good.

Cons

Sometimes the notifications do not pop up on time which makes the agents difficult to act faster.

July 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

July 2018

Modern Design, Useful information

Pros

Its design is very attractive which customer finds it easy to use. It give us leverage when communicating with the customers.
Added information regarding the customers are also very helpful on giving us an idea how to handle/communicate.
Easy to setup. With offline mode.

Cons

Message notification from customers can be improved. Customer service sometimes missed messages due to this.

July 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

July 2018

Freshchat - Straightforward and Easy to Use

This has improved customer communication and resolving issues in a timely manner. Very proactive approach.

Pros

The software is very user friendly. It allows our clients to provide feedback while using our website which is very beneficial to improve in areas we need to address. The feature of having multiple chats open is a plus. This software will allows you to get back to your customer even if the customer already left your website by gathering their name, email and phone number. Very proactive approach to chat.

Cons

Notifications to the agents are not very loud, so they don't always hear it if on another chat tab. An improvement that is being worked on.

July 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

July 2018

A great chat widget

Pros

I got this for free so I honestly can't complain about the price. The UI is intuitive and easy to get to grips with.

Cons

There are literally so many other competitors in this market that it's hard to differentiate yourself. I like freshchat but there are lots of alternatives that would have been just as good.

May 2018

Lavanya from Testsigma

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

3 of 5

Functionality

5 of 5

May 2018

Great tool for instant chat

The Sales team is greatly using the tool and is really liking it!

Pros

Its simple and easy! Freshchat by FreshDesk is helping us attend to the queries of our customers and website visitors almost instantly! The bot is also a part of our Sales team keeping them engaged until we take up :D

Cons

The support is not very quick. There's no 24x7 support for trial. Automation is limited to a couple of available options and are not extendable. There are no extendable criteria.

May 2018

Kobi from Kobestarr Digital

Review Source: Capterra


Ease-of-use

1 of 5

Value for money

1 of 5

Customer support

1 of 5

Functionality

1 of 5

May 2018

The main thing that attracted me to Freshchat was that it looked good...1 was vain

Pros

It looks good and if it had worked it would have done some nice things like linking with Freshdesk and Facebook

Cons

Customer Service. Getting someone on a chat takes at least 30mins in the first place. Then you can tell they are on a few different calls at the same time. Each response takes a long time.
Documentation is poor - they have a page that tells you to copy some code. There is no link to the code!
Basic Features do not exist (not able to choose which pages the widget appears, when the widget appears)
Making changes mainly requires you to add additional code to the site instead of in the settings.

April 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

3 of 5

Functionality

4 of 5

April 2018

Absolutely awesome tool for customer interactions via live chat!!

Pros

The UI is refreshing and usage is quite easy. It is easy to get started and the simplicity of the UI allows to learn the functionality easily. Sincerely saying, I haven't tried many other chat tools but I can vouch that this is one of the good ones.

Cons

Didn't find much of any cons to start with. To start with, one can say that the customization in the custom campaigns is not very flexible and could include more options.

April 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

April 2018

Great SDK to interact with our customers easily

Pros

- Greatly helps in talking to our customer via the application
- They provides iOS, Android and Web SDK to integrate in all platforms
- Channels are great, so we can send like a notification to users
- Tagging each users with custom fields is great

Cons

- While doing the integration with iOS, the documentation for exporting the push notification certificate is mentioned wrong on the official documentation. It took a while for us to figure out. Integration documentations can be improved.

April 2018

Pratik from CodiHub

Company Size: 1 employee

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

3 of 5

Customer support

4 of 5

Functionality

5 of 5

April 2018

Just a bit expensive for Entrepreneurs

Sales improvements

Pros

I like its beautiful UI and Its features, The ease of use is also very nice and the helpdesk integration is just too good!

Cons

The pricing is a bit expensive for Entreprenuers, The folks at Jivochat provide their chat at less price, The trial also requires credit card verification and confirmation which I don't like at all.