Freshchat

RATING:

4.1

(110)

About Freshchat

Freshchat is the modern messaging solution that delivers effortless customer service for the digital-first customer by bringing together artificial and human intelligence across messaging channels. Key-Value Propositions 1. Smarter Conversations: Available across first and third party messaging platforms including web, mobile, in-app, WhatsApp, Apple Business Chat, Facebook Messenger and more 2. Smarter Self-service: Deploy AI-powered chatbots in the front lines to guide customers to resolve their queries - from informational to transactional 3. Smarter Operations: Reduce the cost of providing support by switching to messaging and scale customer service without linearly scaling team size With the world moving towards contactless service, customers expect on-demand, p...

Awards and Recognition

FrontRunner 2024
Software Advice's FrontRunners report ranks top products based on user reviews, which helps businesses find the right software.

Freshchat Pricing

FREE - Chatbot Builder - Chatbot Analytics - Shopify Integration - Freshdesk Integration Growth - $15 per user/month, billed annually - Upto 2000 bot sessions/month Free - Priority Inbox - Canned Responses - Facebook Messenger - User Segmentation - Business Hours Pro - $49 per user/month, billed annually -Up to 3000 bot sessions/month FREE - WhatsApp Business - Apple Business Chat - Auto-resolve - Team Performance Report - IntelliAssign - Business Hours(by Groups) - Co-Browsing Enterprise - $79 per user/month, billed annually - Up to 5000 bot sessions/month FREE - Allowed IPs - Allowed Domains - User Authentication(JWT)

Starting price: 

$15.00 per month

Free trial: 

Available

Free version: 

Available

Bot Builder
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Freshchat Reviews

Overall Rating

4.1

Ratings Breakdown

Secondary Ratings

Ease-of-use

4

Customer Support

4

Value for money

4

Functionality

4

Most Helpful Reviews for Freshchat

1 - 5 of 108 Reviews

Don

11 - 50 employees

Used less than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

Reviewed June 2021

Freshchat is like a dashcam for your business

User Profile

Sushant

Verified reviewer

Education Management, 51-200 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

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.

PROS

We 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.

CONS

I liked all the features apart from chatbots. I found the chatbot very expensive considering the volume of our chats.

Manar

Health, Wellness and Fitness, 11-50 employees

Used daily for less than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

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 .

PROS

I 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

CONS

I 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 .

User Profile

Shu

Verified reviewer

Retail, 11-50 employees

Used daily for less than 6 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

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.

PROS

It appears to have robust features and they attempt to offer cutting edge technologies.

CONS

I 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

User Profile

Abhishek

Verified reviewer

Information Technology and Services, 501-1,000 employees

Used daily for less than 12 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

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.

PROS

Adding another language translation, i can simply add it by downloading the Excel sheet of chat tree. & It works perfectly & simple UI of the platform.

CONS

Condition 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.