Freshchat Customer Reviews 2023

What is Freshchat?

Freshchat, a modern live chat software, by Freshworks, is built for sales and customer engagement teams to talk to prospects and customers on the website, mobile app, or social pages. A leap from legacy live-chat, Freshchat helps businesses and its teams focus on a continuous and context-driven messaging experience. With features like campaigns, sales bot, integrated self-service, and intelligent message routing, responses to visitors’ questions are smarter and faster.

Company Details

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Freshchat Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Freshchat.

84 Likeliness to Recommend

81 Plan to Renew

74 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+80 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Freshchat?

5% Negative

20% Neutral

75% Positive

Pros

Helps Innovate
Trustworthy
Caring
Security Protects

Feature Ratings

Average 81

Wayfinding

85

Workflow Processing

84

Integration With CRM

83

Knowledgebase

83

Multi-channel

82

Leads Generation

81

Scheduled Availability

79

Voice or Text Input

78

Natural Language Processing

77

Application Programming Interface

75

Personalized Service

71

Vendor Capability Ratings

Average 79

Quality of Features

85

Ease of Data Integration

83

Ease of Implementation

82

Vendor Support

82

Availability and Quality of Training

79

Usability and Intuitiveness

78

Breadth of Features

77

Ease of IT Administration

77

Product Strategy and Rate of Improvement

76

Ease of Customization

76

Business Value Created

73

Freshchat Reviews

Ravi K.

Role: Vendor Management
Industry: Retail
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Nov 2022

An array of features but not so easy to implement

Likeliness to Recommend

6 / 10

What differentiates Freshchat from other similar products?

The omni channel experience of which Freshchat is a part of sets apart them from similar products

What is your favorite aspect of this product?

Creating workflow to route chats to relevant agents based on user's query type.

What do you dislike most about this product?

Custom implementations and third part integrations are surely not the easiest one out there. Also, creating custom rules becomes a lot challenging as system is not that intuitive.

What recommendations would you give to someone considering this product?

It is a good tool if you are looking to get the entire suite and provide your users with an omni channel experience. If you have custom use cases then please check what all you can achieve beforehand.

Pros

Respectful
Generous Negotitation
Transparent
Helps Innovate

Cons

Less Effective Service
Less Inspiring
Less Friendly Negotiation

Yash J.

Role: Information Technology
Industry: Insurance
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Nov 2022

Good suit of products, love the automation feature

Likeliness to Recommend

8 / 10

What differentiates Freshchat from other similar products?

The interface and suit of suits coupled into one platform

What is your favorite aspect of this product?

Ticket management

What do you dislike most about this product?

Api integration feature is not available in the lower plan versions

What recommendations would you give to someone considering this product?

Best product in the market if it suits your budget

Pros

Helps Innovate
Reliable
Performance Enhancing
Enables Productivity

Cons

Slower Product Innovation
Less Efficient Service

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Freshchat

Freshchat

What is Freshchat?

Company Details

Need Assistance?

Freshchat Ratings

84 Likeliness to Recommend

81 Plan to Renew

74 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+80 Net Emotional Footprint

How much do users love Freshchat?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Wayfinding Allows the chatbot to act as a site’s search engine, in addition to a text-based search field, and have access to a service desk’s service catalog.

Workflow Processing By leveraging the chatbot’s AI capabilities, the intelligent routing of data across an organization, based on pre-defined parameters of a workflow.

Integration With CRM The chatbot’s integration with the organization’s CRM would allow for customer information to be queried, once the customer’s identity has been verified.

Knowledgebase Allows users to creare knowledgebase articles, metadata tags, creation data and author's name

Multi-channel Supports live chat, mobile app, powerbot and messenger

Leads Generation The chatbot can take its interaction as input as a possible new sales lead, for follow-up by an organization’s business development office.

Scheduled Availability The ability to schedule when the chatbot will be available, if its role is to augment a service desk on an after hours basis.

Voice or Text Input Chatbot interaction through audible (voice) or text (keyboard) input.

Natural Language Processing Allows chatbot to “understand” voice/text inputs relayed by a human in conversational vernacular, and be able to process & relay feedback in natural speech.

Application Programming Interface For more customized needs, the chatbot may have an API which would allow an in-house developer to access features of the chatbox.

Personalized Service In conjunction with CRM integration, or through the use of browser cookies, the chatbot can be configured to deliver a more personalized service to the client.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Freshchat Reviews

Ravi K.

An array of features but not so easy to implement

Likeliness to Recommend

Pros

Cons

Yash J.

Good suit of products, love the automation feature

Likeliness to Recommend

Pros

Cons

Most Popular Freshchat Comparisons

LiveChat ChatBot

Intercom

Drift Conversation Cloud

Tidio

ManyChat

Dialogflow

Feature Ratings

Wayfinding

Workflow Processing

Integration With CRM

Knowledgebase

Multi-channel

Leads Generation

Scheduled Availability

Voice or Text Input

Natural Language Processing

Application Programming Interface

Personalized Service

Vendor Capability Ratings

Quality of Features

Ease of Data Integration

Ease of Implementation

Vendor Support

Availability and Quality of Training

Usability and Intuitiveness

Breadth of Features

Ease of IT Administration

Product Strategy and Rate of Improvement

Ease of Customization

Business Value Created