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

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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.

85 Likeliness to Recommend

85 Plan to Renew

76 Satisfaction of Cost Relative to Value

1
Since last award

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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

Shiko M.

Role: Industry Specific Role
Industry: Insurance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Nov 2022

Great Features!

Likeliness to Recommend

9 /10

What differentiates Freshchat from other similar products?

Its Learning and Adaptability is Impressive

What is your favorite aspect of this product?

The vendor support is great Excellent customer service Ease of Use

What do you dislike most about this product?

I love this tool. I simply cannot think of something I dislike.

What recommendations would you give to someone considering this product?

Freshchat offers new ways of communication. It helps in marketing especially personalized marketing. This tool offers value for your money.

Pros

Helps Innovate
Reliable
Enables Productivity
Efficient Service

Jay W.

Role: Sales Marketing
Industry: Retail
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2022

"Very efficient and packed with features.

Likeliness to Recommend

9 /10

What differentiates Freshchat from other similar products?

When compared to similar apps, it stands out due to the availability of cross-platform integration tools for iOS, Android, and the Web. The ability to notify folks via a channel is fantastic.

What is your favorite aspect of this product?

Freshchat streamlines my communications with customers and leads sourced from my work in social media management and internet advertising. It's possible for me to raise the number of customers and set up the corresponding chat. It's great that the chatbot can have such a rich conversation with the consumer, providing helpful information and suggestions about the company's services and goods and even closing the deal. Webhooks allow me to track the status of an order, a payment, an invoice, or any other event that pertains to our business and the use of our platform, and then display that information to the user in a way that meets their needs

What do you dislike most about this product?

The learning curve is steep, but I've gotten the hang of it and can now use the software effectively. Many customers have complained to me that they find it difficult to use the bot and that it requires a significant investment of time. Second, it takes a long time to develop the chatbot.

What recommendations would you give to someone considering this product?

It's a great option for any business or organization in need of a streamlined method of answering consumer questions and fixing problems; it's simple to understand and use, and it works smoothly and without snags with a wide range of third-party apps.

Pros

Unique Features
Efficient Service
Effective Service
Inspires Innovation

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

Validated Review

Anonymous Reviewer

Submitted Oct 2022

User friendly with good reporting metric tracking

Likeliness to Recommend

7 /10

Pros

Helps Innovate
Saves Time
Continually Improving Product
Performance Enhancing

Freshchat

What is Freshchat?

Company Details

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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

Shiko M.

Great Features!

Likeliness to Recommend

Pros

Jay W.

"Very efficient and packed with features.

Likeliness to Recommend

Pros

User friendly with good reporting metric tracking

Likeliness to Recommend

Pros

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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