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Freshworks Inc.

Freshchat

Composite Score

7.6 /10

CX Score

8.0 /10

16 Reviews Write a Review

Claim Software

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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Service Experience
Product Impact

Latest Award, 2026

3 Top Rated Capabilities

1 Top Rated Features

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

87 Satisfaction of Cost Relative to Value

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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 8.0

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

Harshita V.

Role: Student Academic
Industry: Education
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Aug 2024

efficient and reliable communication platform

Likeliness to Recommend

9 /10

What differentiates Freshchat from other similar products?

Freshchat makes communication effortless and very easy allowing for smooth interactions with customers. Also, Freshchat intuitive design and powerful features make it a great solution for enhancing customer engagement and support.

What is your favorite aspect of this product?

Freshchat is simple , easy to use and its real-time analytics provide valuable insights, empowering our businesses to enhance customer support.

What do you dislike most about this product?

dislike is its pricing structure, which might be a bit on the higher side for small businesses with limited budgets.

What recommendations would you give to someone considering this product?

in Freshchat we can easily see customers with their concern and we can easily navigate it to answer those concerns. we can easily tag those concerns properly without having a hard time.

Pros

Helps Innovate
Reliable
Performance Enhancing
Enables Productivity

Leander v.

Role: Sales Marketing
Industry: Manufacturing
Involvement: Vendor Selection and Purchasing

Validated Review

Verified Reviewer

Submitted Aug 2024

Easy out of the box

Likeliness to Recommend

8 /10

What differentiates Freshchat from other similar products?

Total package integration

What is your favorite aspect of this product?

Easy to use

What do you dislike most about this product?

Nothing at all

What recommendations would you give to someone considering this product?

Plan dedicated implementation team for it

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

87 Satisfaction of Cost Relative to Value

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

Harshita V.

efficient and reliable communication platform

Likeliness to Recommend

Pros

Leander v.

Easy out of the box

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