All Freshchat Reviews
1-25 of 80 Reviews
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Don
11 - 50 employees
Used less than 2 years
OVERALL RATING:
4
Reviewed June 2021
Freshchat is like a dashcam for your business
Sushant
Verified reviewer
Education Management, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed September 2022
Excellent tool to provide superior customer experience
Overall, Freshchat is a great tool for the customer support team. It easily gets integrated with most of the tools. We have used the integration of Freshchat & Freshdesk to manage live chat and tickets.
PROSWe were using Freshchat for managing customer support queries for a delivery business. I liked the ability of Freshchat to manage agents at scale with very good visibility for managers with tracking and reporting. The dashboard has all the options for viewing agents' performance and quality over time. We also used Facebook and Whatsapp integration to put chats of all channels into one place. This helped in improving the productivity of our team.
CONSI liked all the features apart from chatbots. I found the chatbot very expensive considering the volume of our chats.
Rameez
Retail, 1,001-5,000 employees
Used monthly for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed June 2019
Great for front end customer service
I love Freshcaht! It's made customer engagement so much more pleasant for our company as our target audience are not exactly tech-savvy people. This simple and easy to use chatbot is simply a blessing .
PROSI love the chat bot. This is being seen more and more on various websites with huge traffic and Freshchat does it so well. The fact that the bot interacts with you until such a point where it decides that it can no longer assist and only then pushes you through to a human. This is amazing because it allows you to customise so many outcomes.
CONSThe bot is a bit laggy at times and irresponsive. This, however, is not a major issue as it resolves itself after about a minute. There are times when a comm will be sent via the bot but no response will come through for about a minute.
Reason for choosing Freshchat
We purchased licences for Freshdesk and naturally wanted to try out Freshchat as well.
Shu
Verified reviewer
Retail, 11-50 employees
Used daily for less than 6 months
OVERALL RATING:
1
EASE OF USE
2
VALUE FOR MONEY
2
CUSTOMER SUPPORT
1
FUNCTIONALITY
2
Reviewed October 2020
Highlight disappointed. Customer service is almost non-existent. Too many technical difficulties.
Highly disappointed.
PROSIt appears to have robust features and they attempt to offer cutting edge technologies.
CONSI am highly disappointed in the Freddy chatbot. It was supposed to their best chatbot but I was extremely disappointed with it. We set up everything in the test environment and we liked how it worked, so we signed up for a one year service. However, after going live, we found out the live mode doesn't work exactly the same way as the preview mode. We went over with them several times and they admitted some functions don't appear to work the same. Their tech support admitted almost all of the errors but they never get back to us. I also asked if I could cancel it but they told me no because I made a one year commitment. I signed up for the service based on how it functioned in the preview model and we didn't think in a million years it would function otherwise. I was also disappointed in lack of tech support. They have great support for FreshDesk but not for FreshChat. When I called the support number, I was told there is no phone support for FreshChat. I emailed and we were able to meet them online to go over the errors and they recognized them but they would just not get back to us. I can’t say I recommend it.
Reason for choosing Freshchat
Because we also use FreshDesk
Manar
Health, Wellness and Fitness, 11-50 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2023
Fresh Chat - positive and negative points
In general , its good tool for direct contact with clients , user friendly for agents like any platform can always be improved .
PROSI like the most that you can always edit , add or delete canned responses , so this can help agents to be ready always with answers to new updates .I like that its easy to be learned, not complicated
CONSI prefer if there was option to delete a message after its sent to client , same feature as in whatsappAlso sometimes a new chat will come with no notification , even all notifications are on .Also it will be better to have a search option on the chats , based on the labels of the chats tickets And would be better also ,if chat can still be open for more than 24 hours .
Abhishek
Verified reviewer
Information Technology and Services, 501-1,000 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed December 2022
Low code no code budget friendly chatbot platform
It is overall good for development of simple chatbots like fact sheet chatbot.
PROSAdding another language translation, i can simply add it by downloading the Excel sheet of chat tree. & It works perfectly & simple UI of the platform.
CONSCondition management for the chats is not that great. Like AND, OR conditions. In the same panel you can't have multiple conditions.
Reason for choosing Freshchat
We already have good partnership with freshdesk tool & we compared it with all the use cases that we have it match all our requirements.
Reasons for switching to Freshchat
It was too expensive for our company.
Lecy
Leisure, Travel & Tourism, 51-200 employees
Used daily for less than 6 months
OVERALL RATING:
3
EASE OF USE
2
FUNCTIONALITY
3
Reviewed February 2022
Didn't Stick with Freshdesk Messaging
Overall I had a poor experience with Fresdesk Messaging. I would honestly not recommend it to others based on my short experience. Again, we only used it for a trial run but all of my team members were fine to move on to the next option.
PROSI was excited at the prospect of using Freshdesk. My company was looking to re-instate live chat on our site and wanted an app with a smaller footprint.
CONSNone of us could get the notifications to work. We had multiple people looking into it and it wouldn't work. It also felt overly complicated and not super user friendly. We tried a couple of bots during our trial period and they did not function how we indented.
Reasons for switching to Freshchat
We wanted something with a smaller footprint.
Ted
Consumer Services, 2-10 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed August 2023
Best Support Chat App
It is helping by giving our customers a quick, familiar and simple way of contacting us so that they can receive the support they need. So ultimately it is helping our business grow.
PROSIt is simple and easy to use. The integration was seamless and fast. It is reliable and there is no downtime. It is very convenient for our customers to get in touch with us at any time.
CONSI wish there was a better alert notification system when a chat has been initiated. There needs to be a constant alert until someone picks up the chat conversation.
Jason
Verified reviewer
Computer Software, 2-10 employees
Used weekly for less than 12 months
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
FUNCTIONALITY
5
Reviewed March 2019
An excellent entry into live chat support
Initially, I was looking for a live chat solution for one of our clients, but quickly realized the software could become useful for us as well. I explored several good options, including Tawk.to and Pure Chat, but found that overall, Fresh Chat offered the right combination of features and ease of use for our client, making it an obvious choice for us to support and recommend.
PROSFresh Chat is one of only a handful of free, robust tools for providing live customer support via your website with ease. Upfront, the ease of installation and configuration is fantastic. One needn't be an engineer to get this up and running quickly, as they provide all the tools needed. From plugins (WordPress in my case) to apps (Android and iOS both available), it's all easy to find, deploy, and use. In addition, there are numerous ways to integrate it with other systems, from Fresh Service, Fresh Desk, to third party integrations.
CONSPerhaps the only area I think they could improve is by adding additional third party integrations, but that's a minor quibble, as they already offer several. In all likelihood the selection will grow over time.
Yuri
Information Technology and Services, 2-10 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
FUNCTIONALITY
5
Reviewed September 2023
Easy chat
It's very easy to integrate with Whatsapp and to use the chat in general it's a good experience overall.
CONSI haven't found any issues with the chat as of yet.
Todor
Consumer Services, 2-10 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed September 2023
Awsome Chat tool
It helps us provide 24/7 support via a familiar and convenient channel
PROSEeasy to integarte and use. Simple and elegant interface.
CONSI wish we could create AI agents who are as capable as ChatGPT
Karan
Computer Software, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed November 2022
User-friendly interface & pricing structure
Easy to manage tool that optimizes customer interaction, an incredible tool to have for a lean team. Much better than their competitors with respect to user interface, pricing, and customer support!
PROSWe could set it up easily since we had a few Freshworks' products integrated. The pre-built templates setup for the chatbot help in answering most of the common queries, making human interference minimal.The dashboards are intuitive, helping us understand the functioning and areas of improvement. This helps us communicate with a potential prospect as and when they have a query.
CONSAlthough the existing integrations help, I would love to see some more features added that can help us increase collaboration with teams. The mobile experience is not as smooth as what their competitors offer.
Anonymous
51-200 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
3
FUNCTIONALITY
4
Reviewed September 2022
A nice chat tool for your website, but could be better. Better when bought with the suite
A great range of integrations available for the third party applications. Full of features like creating workflow bot, triaging chats accordingly, reporting, labelling etc.
CONSSetup of logical functions isn't that easy and needs a lot of iterations and help. Not easy to setup. But then this is needed for advanced usage of the tool which not everyone would require.
Reasons for switching to Freshchat
Because we needed an omnichannel setup.
Jesus Emmanuel
Verified reviewer
Computer Software, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
3
FUNCTIONALITY
5
Reviewed June 2023
Excellent chatbot
I loved being able to use an intelligent bot and program it my way, likewise, the best functionality is being able to mount it on any web page just by pasting the Json.
CONSIt would be great to be able to program the bot through some API
Anonymous
51-200 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed July 2018
Freshchat - Straightforward and Easy to Use
This has improved customer communication and resolving issues in a timely manner. Very proactive approach.
PROSThe 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.
CONSNotifications 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.
Sanchayeeta
Information Technology and Services, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed August 2021
Decent software
It is a decent platform to be used for your support team.
PROSYou can use this software for your in house customer support team. The upgrade version has better features which I feel more convenient
CONSThere were a few issues in the normal version which is resolved in the upgraded mode
Prof
Computer Software, 11-50 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed March 2023
Complete Software Package
I think Freshchat is one of the best apps for Live chat conversation...
PROSIts indeed a user friendly App.. I like the Live chat conversation because it fast and clear. And I recommend people like me out there looking for the perfect app for chatbot..
CONSSomething its slow but I think its because of the network coverage....
shahzeb
Information Technology and Services, 201-500 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed April 2019
Reliable and easy to use.
Good.
PROSIt's easy to use and very reliable tool to use. The website conversion certainly increased and we have better qualified leads thanks to freshchat. The support team is easily available and the overall experiance has been very good. Highly recommended for small and new businesses (pricing is a big factor too)
CONSThe billing is sometimes wrong and you have to keep a check on that. But once you raise a ticket, it is easily resolved.
Anonymous
10,000+ employees
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed December 2022
One of the best software for automated and natural customer chat responses
The overall experience was excellent, I was able to trust their app, and definitely liked their modern look of the UI.
PROSI like their UI the best, it is very intuitive, easy to understand, and looks beautiful. I can also customize their theme as per my website's requirements. The automated responses they provide are intelligent, learn from previous answers, and can be hooked into any channel like WhatsApp, Sms, Messenger, etc. There is no more convenient app I have seen before. It's very simplified and provides real-time context for faster and more effective responses.
CONSI did not identify any major con, and any issue I faced during setup was resolved by their customer support team, and they were quick to respond.
Ines
Events Services, 2-10 employees
Used daily for less than 6 months
OVERALL RATING:
3
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
1
FUNCTIONALITY
3
Reviewed February 2017
great and simple tool
I found a couple of issues and I had some questions but i didn't get any answer from customer support. The tool is pretty simple and easy to understand I would display and arrange the chats windows in a different way for operators Is not clear the difference between visitors and prospects. Some typical help messages on the sections could help a lot. I would offer to users the chance to close the chat because some times is really annoying
PROSThe tool is pretty simple and easy to understand
CONSI found a couple of issues and I had some questions but i didn't get any answer from customer support. I would display and arrange the chats windows in a different way for operators Is not clear the difference between visitors and prospects. Some typical help messages on the sections could help a lot. I would offer to users the chance to close the chat because some times is really annoying
Miguel
Telecommunications, 2-10 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2022
Fresh chat good chat
Is good but change to Chatwoot because freschat is more expensive
PROSEasy to deploy and integration to website.
CONSNeed more integration directly to the chat example with messenger whatapp and other tool.
Pavel
E-Learning, 2-10 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed February 2020
Great for Mobile Apps!
So far we use Freshchat for our Mobile App. It's integrated inside, so everybody who uses the chat can get in touch with us. .. and they do... and we respond from the very friendly and easy dashboard for us. also it have free version, which fits our needs for now, which is great !
CONSWould be better if their cust.support was answering faster.
Steve
Sporting Goods, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed January 2019
Freshchat gives you everything you need!
No serious problems and customer service was quick to help with anything I needed
PROSThe 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.
CONSIt isn't very easy to search through old conversations.
Krishna
Verified reviewer
Information Services, 201-500 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed August 2018
Easy to set up and easy to manage
Good and easy to set up
PROSAll required options are available. Reports and dashboard features are good.
CONSSometimes the notifications do not pop up on time which makes the agents difficult to act faster.
Troy
Verified reviewer
Marketing and Advertising, 2-10 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed September 2018
Simple Easy To Use and Added a Huge Value to Our Customer Support/Training
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.
CONSWithout 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!