Freshworks

Freshchat

7.7 /10

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

Need Assistance?

We're here to help you with understanding our reports and the data inside to help you make decisions.

Get Assistance

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.

85 Likeliness to Recommend

85 Plan to Renew

76 Satisfaction of Cost Relative to Value

1
Since last award

{y}

{name}

Emotional Footprint Overview

+84 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?

4% Negative

16% Neutral

80% Positive

Pros

Helps Innovate
Trustworthy
Caring
Security Protects

Feature Ratings

Average 81

Knowledgebase

Integration With CRM

Wayfinding

Workflow Processing

Multi-channel

Leads Generation

Voice or Text Input

Natural Language Processing

Scheduled Availability

Application Programming Interface

Personalized Service

Vendor Capability Ratings

Average 79

Quality of Features

Ease of Data Integration

Availability and Quality of Training

Ease of Implementation

Vendor Support

Breadth of Features

Usability and Intuitiveness

Ease of IT Administration

Product Strategy and Rate of Improvement

Ease of Customization

Business Value Created

Freshchat Reviews

Sushant K.

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

Validated Review

Verified Reviewer

Submitted Nov 2022

Great product for improving overall NPS

Likeliness to Recommend

9 /10

What differentiates Freshchat from other similar products?

Product integrations of Freshchat are just brilliant. Since it comes under Freshworks, Freshchat has very good integration with their ticketing system Freshdesk that allows people like us to manage the entire customer service team.

What is your favorite aspect of this product?

The support and integration team is super helpful. They always listen to the problem you are trying to solve and provide best possible ways to improve key metrics.

What do you dislike most about this product?

Sometimes it gets difficult to customise the product and if you request new features then it would definitely take a lot more time considering the scale at which Freshchat works today.

What recommendations would you give to someone considering this product?

I'd suggest improving their bots, making them more user-friendly and at the reduce their per-usage pricing.

Pros

Reliable
Performance Enhancing
Enables Productivity
Trustworthy

Karolina A. O.

Role: Consultant
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Nov 2022

Perfect for support and chat campaigns

Likeliness to Recommend

9 /10

What differentiates Freshchat from other similar products?

I have tested a couple of tools and decided to go with Freshworks 3 years ago, and I was always happy about this decision. First, I was looking for a tool that would allow me to chat with my clients but convert them into tickets to keep the whole support history visible in one place, including collaboration on the ticket with other departments via Jira integration. Most chat vendors didn't offer this possibility. I can't imagine leading a tech company with just chat, but I also believe that we shouldn't push clients to create tickets themselves and support only via email. It helps us also during the fre trial with its chat campaign features.

What is your favorite aspect of this product?

Converting chats into tickets in Freshdesk, chat campaigns, usability, great UI which is friendly to eyes even when someone needs to use the tool during the whole day. Easy way to trigger chats on specific events or URLs and business hours changes.

What do you dislike most about this product?

Old plans don't offer a screen-sharing feature and for now, it wouldn't bring us enough value to justify switching to new plans.

What recommendations would you give to someone considering this product?

Consider full omnichannel from Freshworks as it will give you the option to use chat, desk (ticketing), and caller (phones).

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Rahul Anand K.

Role: Operations
Industry: Other
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Nov 2022

Easy to use and Effective

Likeliness to Recommend

9 /10

What differentiates Freshchat from other similar products?

It is easy to use not complex like some other products

What is your favorite aspect of this product?

Customer Support

What do you dislike most about this product?

There could have been some more features such as selecting priority chat, pending chat, or mentioning someone from the same team other that assign

What recommendations would you give to someone considering this product?

Great tool and value for money

Pros

Reliable
Trustworthy
Saves Time
Fair

Freshchat

What is Freshchat?

Company Details

Need Assistance?

Awards & Recognition

Freshchat Ratings

85 Likeliness to Recommend

85 Plan to Renew

76 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+84 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

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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 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

Sushant K.

Great product for improving overall NPS

Likeliness to Recommend

Pros

Karolina A. O.

Perfect for support and chat campaigns

Likeliness to Recommend

Pros

Rahul Anand K.

Easy to use and Effective

Likeliness to Recommend

Pros

Most Popular Freshchat Comparisons

LiveChat ChatBot

Intercom

Drift Conversation Cloud

Tidio

Dialogflow

ManyChat

1
Since last award

Feature Ratings

Knowledgebase

Integration With CRM

Wayfinding

Workflow Processing

Multi-channel

Leads Generation

Voice or Text Input

Natural Language Processing

Scheduled Availability

Application Programming Interface

Personalized Service

Vendor Capability Ratings

Quality of Features

Ease of Data Integration

Availability and Quality of Training

Ease of Implementation

Vendor Support

Breadth of Features

Usability and Intuitiveness

Ease of IT Administration

Product Strategy and Rate of Improvement

Ease of Customization

Business Value Created