About Freshchat

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 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 ass...


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Supported Operating System(s):

Web browser (OS agnostic)

62 Reviews of Freshchat

Average User Ratings

Overall

4.00 / 5 stars

Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

Ratings Snapshot

5 stars

(24)

24

4 stars

(24)

24

3 stars

(7)

7

2 stars

(4)

4

1 stars

(3)

3

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 62 results

September 2019

Farrah from 1-grid

Verified Reviewer

Company Size: 51-200 employees

Industry: Telecommunications

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

3.0

Customer support

5.0

Functionality

5.0

September 2019

FreshChat - really easy to implement

The support you get from the Freshchat team is efficient, they are helpful and fast and knowledgeable

Pros

Easy to use. The setup was so simple and the integration onto the website is quick. The training is self explanatory as the interface is user friendly

Cons

The only issue i have is cost. Most of the API integrations that are available needs to have a higher package plan which can get pricey

October 2019

Yann from 360 Entrepreneur

Company Size: 1 employee

Industry: Online Media

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

3.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

October 2019

A solid tool to provide top-notch customer support through live chat

Freshchat has been a solid option to allow website visitors and users to ask questions and for me to interact with them, provide them with answers or point them toward a specific web page or resource.

Pros

The two things that really stood out for me are Freshchat's overall design and user interface and the ability to manage live chat conversations from either a computer or mobile device. The latter aspect is something one would expect from most live chat tools but I think that still isn't the case...

Cons

The one thing I didn't like much about Freshchat had to do with the smartphone app. I had two separate live chat widgets (each on a separate site) and in order to keep track of both, I had to log in and out from the app to access the interface related to the specific live chat. This aspect may not be an issue with some of the Freshchat plans but I found it not ideal since other tools I have used would make it possible to manage live chats embedded on different sites straight from just one dashboard.

Reasons for Choosing Freshchat

Because I had used another tool by Freshworks in the past and because of Freshchat overall presentation (features, design, etc.)

December 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

2.0

Value for money

3.0

Customer support

2.0

Functionality

2.0

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.

January 2020

Seth from Camp Arrowwood

Verified Reviewer

Company Size: 11-50 employees

Industry: Non-Profit Organization Management

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

2.0

Customer support

5.0

Functionality

5.0

January 2020

Clean, Professional and Simple Set-up

I loved the overall chat features. The dashboard and app are very clean. The only reason I switched was due to price.

Pros

I love how easy the dashboard was and how easy it was to set up on my wordpress website. The chat was also very clean, very easy to use multiple members of my team. The app on my phone made it simple to chat with visitors on my website from my phone.

Cons

While I started off with a free version, the paid version was a little too expensive for what I wished to use. I found a cheaper alternative.

Reasons for Choosing Freshchat

I originally chose freshchat because it was less expensive than the other products.

June 2019

Rameez from HomeChoice

Company Size: 1,001-5,000 employees

Industry: Retail

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

4.0

Functionality

5.0

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 .

Pros

I 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.

Cons

The 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.

Reasons for Choosing Freshchat

We purchased licences for Freshdesk and naturally wanted to try out Freshchat as well.