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Freshworks Inc.

Freshchat

Composite Score

8.1 /10

CX Score

8.4 /10

51 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 Chatbots category

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1 Top Rated Capabilities

0 Top Rated Features

2024

0 Top Rated Capabilities

1 Top Rated Features

2023

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.

84 Likeliness to Recommend

94 Plan to Renew

79 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.

+88 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?

1% Negative

11% Neutral

88% Positive

Pros

Friendly Negotiation
Performance Enhancing
Helps Innovate
Reliable

Feature Ratings

Average 77

Knowledgebase

Personalized Service

Multi-channel

Voice or Text Input

Scheduled Availability

Integration With CRM

Workflow Processing

Application Programming Interface

Learning and Adaptability

Wayfinding

Natural Language Processing

Vendor Capability Ratings

Average 76

Ease of Implementation

Quality of Features

Usability and Intuitiveness

Ease of Data Integration

Ease of IT Administration

Availability and Quality of Training

Breadth of Features

Business Value Created

Vendor Support

Ease of Customization

Product Strategy and Rate of Improvement

Also Featured in...

Conversational AI

Score 7.6

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

Freshchat Reviews

Lokesh S.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Sep 2024

User-Friendly, but Advanced Features Cost Extra

Likeliness to Recommend

10 /10

What differentiates Freshchat from other similar products?

Freshchat is unique because it has a sleek and user-friendly interface that makes managing conversations a breeze. It lets you engage with customers across different channels, like web and social media, and has great tools for teamwork, so agents can collaborate easily. The AI-powered chatbots handle simple questions, freeing up your team for more complex issues, and the detailed analytics help you keep track of how well everything is working.

What is your favorite aspect of this product?

My favorite aspect of Freshchat is its modern and user-friendly interface. It makes it really easy for agents to navigate conversations and manage customer interactions efficiently, which helps improve response times and overall customer satisfaction.

What do you dislike most about this product?

What I dislike most about Freshchat is that some of its more advanced features are only available in the higher-tier plans. This can make it challenging for smaller businesses or those on a budget to access the full range of functionalities they might need for effective customer engagement.

What recommendations would you give to someone considering this product?

If you're considering Freshchat, I recommend starting with the free trial to explore its features and see how it fits your business needs. Take the time to familiarize yourself with the interface and utilize the available resources and tutorials. Additionally, evaluate your customer support requirements carefully, as this will help you determine if you need to upgrade to a paid plan for access to advanced features.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Sukesh H.

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

Validated Review

Verified Reviewer

Submitted Aug 2024

Part of freshworks omnichannel offering hence good

Likeliness to Recommend

7 /10

What differentiates Freshchat from other similar products?

Seamless integration within freshworks ecosystem and lets you manage conversations across web, mobile and social media in a single place.

What is your favorite aspect of this product?

Seamless integration within freshworks ecosystem and lets you manage conversations across web, mobile and social media in a single place.

What do you dislike most about this product?

Analytics needs to be better The tool should cover more basics and should be more customisable

What recommendations would you give to someone considering this product?

Spend time in designing the whole thing to match your company's design theme.

Pros

Continually Improving Product
Performance Enhancing
Transparent
Friendly Negotiation

Cons

Less Effective Service
Less Caring

Aly B.

Role: Finance
Industry: Finance
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Sep 2023

Features Work

Likeliness to Recommend

10 /10

What differentiates Freshchat from other similar products?

You are spoken to like a human and not like a robot

What is your favorite aspect of this product?

How quick the communication is with actual help

What do you dislike most about this product?

Use can be difficult for group settings

What recommendations would you give to someone considering this product?

No recommendations at this time

Pros

Trustworthy
Efficient Service
Caring
Respectful

Freshchat

What is Freshchat?

Company Details

Need Assistance?

Awards & Recognition

Freshchat Ratings

84 Likeliness to Recommend

94 Plan to Renew

79 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+88 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

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.

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

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

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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

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.

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.

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.

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.

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.

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.

Also Featured in...

Conversational AI

Freshchat Reviews

Lokesh S.

User-Friendly, but Advanced Features Cost Extra

Likeliness to Recommend

Pros

Sukesh H.

Part of freshworks omnichannel offering hence good

Likeliness to Recommend

Pros

Cons

Aly B.

Features Work

Likeliness to Recommend

Pros

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Feature Ratings

Knowledgebase

Personalized Service

Multi-channel

Voice or Text Input

Scheduled Availability

Integration With CRM

Workflow Processing

Application Programming Interface

Learning and Adaptability

Wayfinding

Natural Language Processing

Vendor Capability Ratings

Ease of Implementation

Quality of Features

Usability and Intuitiveness

Ease of Data Integration

Ease of IT Administration

Availability and Quality of Training

Breadth of Features

Business Value Created

Vendor Support

Ease of Customization

Product Strategy and Rate of Improvement