Freshchat

RATING:

4.04

(91)

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 2021
Software Advice's FrontRunners report ranks top products based 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
Slide 1 of 5

Freshchat Reviews

Overall Rating

4.04

Ratings Breakdown

Secondary Ratings

Ease-of-use

4

Customer Support

4

Value for money

4

Functionality

4

Showing 1 - 5 of 88 reviews

Don

Company size: 11 - 50 employees

Time 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.

June 2021

Freshchat is like a dashcam for your business

User Profile

Sushant

Verified reviewer

Company size: 51-200 employees

Industry: Education Management

Time used: 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.

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

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.

Yann

Company size: 1 employee

Industry: Online Media

Time used: Less than 12 months

Review Source: Capterra 

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

EASE OF USE

3

VALUE FOR MONEY

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

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.)

Anonymous

Company size: 10,000+ employees

Review Source: Capterra 

This review was submitted organically. No incentive was offered

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

4

FUNCTIONALITY

5

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.

Pros

I 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.

Cons

I 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.

Shu

Verified reviewer

Company size: 11-50 employees

Industry: Retail

Time used: Less than 6 months

Review Source: Capterra 

This review was submitted organically. No incentive was offered

EASE OF USE

2

VALUE FOR MONEY

2

CUSTOMER SUPPORT

1

FUNCTIONALITY

2

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.

Reasons for choosing Freshchat

Because we also use FreshDesk

Popular Freshchat Comparisons