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Freshworks Inc.

Freshchat

Composite Score

7.9 /10

CX Score

8.3 /10

16 Reviews Write a Review

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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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Awards & Recognition

Freshchat won the following awards in the Conversational AI category

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3 Top Rated Capabilities

1 Top Rated Features

Latest Award, 2026

4 Top Rated Capabilities

1 Top Rated Features

2025

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.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

87 Likeliness to Recommend

94 Plan to Renew

1
Since last award

87 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+95 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?

0% Negative

0% Neutral

100% Positive

Pros

Helps Innovate
Reliable
Enables Productivity
Unique Features

Feature Ratings

Average 79

Personalized Service

Artificial Intelligence Engine

Natural Language Processing

Intent Extraction

Learning and Adaptability

Generative AI

Translation

Leads Generation

Other Integrations

Workflow Processing

Retrieval augmented generation

Vendor Capability Ratings

Average 81

Ease of IT Administration

Ease of Customization

Breadth of Features

Ease of Implementation

Quality of Features

Vendor Support

Usability and Intuitiveness

Ease of Data Integration

Product Strategy and Rate of Improvement

Business Value Created

Availability and Quality of Training

Also Featured in...

Chatbots

Score 8.1

View Freshchat in this category (opens in a new tab)

Freshchat Reviews

Krishna S.

Role: Information Technology
Industry: Healthcare
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Aug 2024

Good Cost-effective Customer Engagement Tool

Likeliness to Recommend

8 /10

What differentiates Freshchat from other similar products?

Freddy Copilot is brilliant for sales persons Personal touch is also good in case of Freshchat

What is your favorite aspect of this product?

Automation and smart assistance is something I like custom chat views for different level of stakeholders

What do you dislike most about this product?

more integrations could be there the quality of freshchat can be improved further

What recommendations would you give to someone considering this product?

the lag in chat notification should be resolved. chat export should be easier

Pros

Helps Innovate
Reliable
Trustworthy
Unique Features

Cons

Vendor's Interest First
Less Friendly Negotiation

Alice W.

Role: Finance
Industry: Finance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jul 2024

Excellent Product

Likeliness to Recommend

9 /10

What differentiates Freshchat from other similar products?

The use of automated bots and workflows can streamline customer interactions, though this might be less critical for the detailed and nuanced queries in financial contexts.

What is your favorite aspect of this product?

It easy to set up and navigate, which is great for managing customer interactions without a steep learning curve.

What do you dislike most about this product?

As additional features and higher volumes may require more expensive plans, it might become costly for a company with a large number of interactions.

What recommendations would you give to someone considering this product?

Be mindful of the costs associated with scaling up and ensure that the investment aligns with your company’s budget and needs.

Pros

Helps Innovate
Reliable
Performance Enhancing
Enables Productivity

Hannah P.

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

Validated Review

Verified Reviewer

Submitted Apr 2026

Freshchat is well live chat performance platform

Likeliness to Recommend

9 /10

What differentiates Freshchat from other similar products?

They can not just a standalone chat tool it’s designed to work tightly with the Freshworks ecosystem (like Freshsales, Freshsaller) to that means it shared customer data across sales, and marketing tools with easier escalation from chat, ticket and CRM record. In unified agent workspace if you use the full suite but this is also a tradeoff now it can feel less seamless if you don’t use other Freshworks products.

What is your favorite aspect of this product?

Users can message you from WhatsApp, Instagram, or mobile app. The agent still sees everything in a single conversation view with no constant switching between tools or losing context to that sounds basic but it’s actually where many support platforms struggle and either they become too complex (like enterprise helpdesks) or too fragmented a separate inboxes per channel.

What do you dislike most about this product?

The common downside of this tool is its limited depth when used as a standalone product. if you’re not using that stack the integrations feel less seamless than competitors. users need extra workarounds or some advanced workflows are harder to build.

What recommendations would you give to someone considering this product?

Freshchat is well fit if your priority is Live chat + WhatsApp + social messaging in one inbox to quick setup without heavy engineering work. A clean to easy interface for support agents and basic automation bots, FAQs, routing, so we think is that freahchat is good for the new users it works great for SMBs and growing support teams that want speed and simplicity.

Pros

Helps Innovate
Reliable
Enables Productivity
Trustworthy

Freshchat

What is Freshchat?

Company Details

Need Assistance?

Awards & Recognition

Freshchat Ratings

87 Likeliness to Recommend

94 Plan to Renew

1 Since last award

87 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+95 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

Personalized Service In conjunction with CRM/ITSM integration or browser cookies, the assistant can be configured to deliver a more personalized service to the client.

Artificial Intelligence Engine Can work autonomously within a series of pre-defined parameters, including decision-making, routing, processing, and human interaction.

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.

Intent Extraction Ability to extract the actions that user has performed

Learning and Adaptability The chatbot should have the ability to learn the characteristics of the human with whom it is interacting. This can include speech nuances.

Generative AI Ability to use Gen AI to enhance the conversation

Translation Supports automatic translate to multiple languages.

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.

Other Integrations Ability to synchronize with other chat options and ITSM tools

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.

Retrieval augmented generation Retrieve historical knowledge/accounts and use database to query data.

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

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

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.

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 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.

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.

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.

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.

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

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.

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.

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.

Also Featured in...

Chatbots

Freshchat Reviews

Krishna S.

Good Cost-effective Customer Engagement Tool

Likeliness to Recommend

Pros

Cons

Alice W.

Excellent Product

Likeliness to Recommend

Pros

Hannah P.

Freshchat is well live chat performance platform

Likeliness to Recommend

Pros

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Feature Ratings

Personalized Service

Artificial Intelligence Engine

Natural Language Processing

Intent Extraction

Learning and Adaptability

Generative AI

Translation

Leads Generation

Other Integrations

Workflow Processing

Retrieval augmented generation

Vendor Capability Ratings

Ease of IT Administration

Ease of Customization

Breadth of Features

Ease of Implementation

Quality of Features

Vendor Support

Usability and Intuitiveness

Ease of Data Integration

Product Strategy and Rate of Improvement

Business Value Created

Availability and Quality of Training