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Freshworks

Freshchat

Composite Score

8.0 /10

CX Score

8.1 /10

38 Reviews Write a Review

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

Latest Award, 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.

85 Likeliness to Recommend

90 Plan to Renew

5
Since last award

75 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.

+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?

2% Negative

14% Neutral

84% Positive

Pros

Altruistic
Generous Negotitation
Transparent
Fair

Feature Ratings

Average 78

Knowledgebase

Workflow Processing

Multi-channel

Integration With CRM

Leads Generation

Voice or Text Input

Wayfinding

Scheduled Availability

Learning and Adaptability

Natural Language Processing

Personalized Service

Vendor Capability Ratings

Average 76

Quality of Features

Breadth of Features

Ease of Data Integration

Usability and Intuitiveness

Ease of Implementation

Availability and Quality of Training

Ease of IT Administration

Vendor Support

Ease of Customization

Product Strategy and Rate of Improvement

Business Value Created

Also Featured in...

Conversational AI

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Freshchat Reviews

Waleed K.

Role: Sales Marketing
Industry: Media
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Aug 2023

Solid Messaging Platform with Growth Potential

Likeliness to Recommend

9 /10

What differentiates Freshchat from other similar products?

Freshchat is developed by Freshworks, which offers a suite of customer support tools. This integration allows for smooth collaboration between customer support and messaging, enhancing overall customer experience.

What is your favorite aspect of this product?

Multi-channel Communication: Freshchat supports communication across various channels, including website, mobile app, and social media platforms. This versatility ensures businesses can engage customers wherever they prefer.

What do you dislike most about this product?

Pricing structures can be a common concern for users, especially if they feel that the cost of Freshchat does not align with the value they receive.

What recommendations would you give to someone considering this product?

Take a deep dive into Freshchat's features and capabilities. Ensure that the platform offers the functionality you require, such as chatbots, multi-channel support, analytics, integrations, and customization options.

Pros

Continually Improving Product
Reliable
Trustworthy
Inspires Innovation

Yash J.

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

Validated Review

Verified Reviewer

Submitted Nov 2022

Good suit of products, love the automation feature

Likeliness to Recommend

8 /10

What differentiates Freshchat from other similar products?

The interface and suit of suits coupled into one platform

What is your favorite aspect of this product?

Ticket management

What do you dislike most about this product?

Api integration feature is not available in the lower plan versions

What recommendations would you give to someone considering this product?

Best product in the market if it suits your budget

Pros

Helps Innovate
Reliable
Performance Enhancing
Enables Productivity

Cons

Slower Product Innovation
Less Efficient Service

Ravi K.

Role: Vendor Management
Industry: Retail
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Nov 2022

An array of features but not so easy to implement

Likeliness to Recommend

6 /10

What differentiates Freshchat from other similar products?

The omni channel experience of which Freshchat is a part of sets apart them from similar products

What is your favorite aspect of this product?

Creating workflow to route chats to relevant agents based on user's query type.

What do you dislike most about this product?

Custom implementations and third part integrations are surely not the easiest one out there. Also, creating custom rules becomes a lot challenging as system is not that intuitive.

What recommendations would you give to someone considering this product?

It is a good tool if you are looking to get the entire suite and provide your users with an omni channel experience. If you have custom use cases then please check what all you can achieve beforehand.

Pros

Respectful
Generous Negotitation
Transparent
Helps Innovate

Cons

Less Reliable
Less Performance Enhancing
Less Effective Service

Latest Research

Freshchat

What is Freshchat?

Company Details

Need Assistance?

Awards & Recognition

Freshchat Ratings

85 Likeliness to Recommend

90 Plan to Renew

5 Since last award

75 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

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

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.

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.

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.

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.

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.

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.

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.

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

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 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.

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

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.

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.

Also Featured in...

Conversational AI

Freshchat Reviews

Waleed K.

Solid Messaging Platform with Growth Potential

Likeliness to Recommend

Pros

Yash J.

Good suit of products, love the automation feature

Likeliness to Recommend

Pros

Cons

Ravi K.

An array of features but not so easy to implement

Likeliness to Recommend

Pros

Cons

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Title

5
Since last award

1
Since last award

Feature Ratings

Knowledgebase

Workflow Processing

Multi-channel

Integration With CRM

Leads Generation

Voice or Text Input

Wayfinding

Scheduled Availability

Learning and Adaptability

Natural Language Processing

Personalized Service

Vendor Capability Ratings

Quality of Features

Breadth of Features

Ease of Data Integration

Usability and Intuitiveness

Ease of Implementation

Availability and Quality of Training

Ease of IT Administration

Vendor Support

Ease of Customization

Product Strategy and Rate of Improvement

Business Value Created