About Freshdesk Messaging

Freshdesk Messaging(Formerly Freshchat) is an AI-powered customer messaging software used by businesses of all sizes to offer digital-first customer service across various channels like WhatsApp, Apple Business Chat, Facebook Messenger, website, mobile app, and others.

With the world moving towards contactless service, customers expect on-demand, personalised support on familiar channels that are easily accessible.

This is where businesses use Freshdesk Messaging's powerful messaging platform to service their customers on various digital channels using a blend of automation and human assistance.

Freshdesk Messaging(Formerly Freshchat) offers:

- Unified inbox experience to manage conversations across digital channels - Best-in-class AI chatbots...


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Supported Operating System(s):

Web browser (OS agnostic)

72 Reviews of Freshdesk Messaging

Average User Ratings

Overall

3.97 / 5 stars

Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

Ratings Snapshot

5 stars

(28)

28

4 stars

(27)

27

3 stars

(10)

10

2 stars

(4)

4

1 stars

(4)

4

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 72 results

July 2021

User Profile Picture

Chetan from Styleanniversary

Verified Reviewer

Company Size: 2-10 employees

Industry: Apparel & Fashion

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

3.0

Functionality

5.0

July 2021

Freshchat is the Great Customer Support Software

It was a good experience, but we always wanted an amazing experience.

Pros

Freshchat is the nice customer support software to help customers with immediate response.

Cons

It's not full functioned, according to me, and have the higher prices as compare to deliverability.

Reasons for Choosing Freshdesk Messaging

It was a better tool as comparison from others in my alternative list during the time of purchase.

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 Freshdesk Messaging

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

March 2021

User Profile Picture

Darien from Gateway Alliance Church

Verified Reviewer

Company Size: 11-50 employees

Industry: Religious Institutions

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

3.0

Customer support

2.0

Functionality

3.0

March 2021

Freshchat is a quality chat application with a confusing backend UI and an impossible login system

Freshchat is a quality chat program that can be difficult to setup and lacks the design quality of other competing brands

Pros

Once I managed to create an account, Freshchat was easy enough to setup and offered a lot of customizable features as well as the ability to add up to 10 users - all for free - which made it a useful application for our non-profit. Their API was also very well documented, allowing for custom code to be run to allow for certain things like triggering the chat via URL redirect, all of which was beneficial for a season.

Cons

The initial setup of freshchat - namely creating an account - was nigh impossible, and extremely confusing. Freshchat offers deep integrations with Freshworks suite of products, but for someone not looking to use their other products, it became a nightmare to start. Creating an account meant creating an account with Freshdesk and a couple other products of theirs, then it only would let me login to the admin panel of my overall Freshworks account (which doesn't allow for access to Freshchat), and then when I finally found the correct login page for Freshchat, their gmail login system would consistently fail and lock me out. In initial setup, I probably spent numerous hours trying to create a freshchat account, and ended up with two or three different accounts - most of which I abandoned because they wouldn't allow me to remove the extra Freshworks products I did not want. As well, basic features such as chatbots & email responses to chats were all locked behind a paywall - with a trial that failed to explain their use - and a customer service team that barraged me with numerous phone calls & emails asking me to upgrade from their free tier, even after I said I wasn't interested. Lastly, and perhaps this is user error, but freshchat failed to generate any sort of leads on our website; apart from occasional use, no one used the chat features - which changed the second we switched providers

Reasons for Switching to Freshdesk Messaging

Drift caused significant load-time issues with our website (1.3s) and their backend UI was extremely difficult to manage

May 2021

User Profile Picture

Don from Donchristie.com

Verified Reviewer

Company Size: 11-50 employees

Industry: Writing and Editing

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

May 2021

Freshchat is like a dashcam for your business

Love FreshChat. I think it seriously is like having a portal into your users desktop and they are actively on my pages. TOP TIP - dont set it up on homepage, set it up on inner pages of your site.

Pros

I love that it alerts me when someone wants to chat. They are on my site - have read my copy and want to engage with me before potentially leaving my site.

Cons

I think some browsers do have features that block some users. Also...I am not 100% on this but i have had bots or other web crawlers write messages and engage with the chat features. Its not a huge hassle, just a bug sometimes.

Reasons for Choosing Freshdesk Messaging

I wanted live chat not Q&A.

January 2020

User Profile Picture

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 Freshdesk Messaging

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