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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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Real user data aggregated to summarize the product performance and customer experience.
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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
91 Plan to Renew
6
Since last award
75 Satisfaction of Cost Relative to Value
1
Since last award
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?
Pros
- Transparent
- Friendly Negotiation
- Fair
- Altruistic
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Knowledgebase
Integration With CRM
Workflow Processing
Multi-channel
Leads Generation
Wayfinding
Natural Language Processing
Voice or Text Input
Scheduled Availability
Learning and Adaptability
Personalized Service
Vendor Capability Ratings
Quality of Features
Ease of Data Integration
Breadth of Features
Ease of Implementation
Availability and Quality of Training
Usability and Intuitiveness
Ease of IT Administration
Vendor Support
Product Strategy and Rate of Improvement
Ease of Customization
Business Value Created
Also Featured in...
Freshchat Reviews
RAJAT S.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Jan 2025
Great chat tool, but limited features.
Likeliness to Recommend
What differentiates Freshchat from other similar products?
Freshchat is different because it combines live chat, bots, and automation all in one, making it easier to provide efficient and personalized customer support.
What is your favorite aspect of this product?
My favorite part of Freshchat is how it brings together live chat, bots, and automation, making customer support smooth and efficient all in one place.
What do you dislike most about this product?
What I dislike most about Freshchat is that some advanced features, like detailed analytics and reporting, are only available in higher-tier plans.
What recommendations would you give to someone considering this product?
If you're thinking about using Freshchat, it's perfect for combining live chat and automation. But if you need detailed reports or advanced features, you might need to upgrade to a higher plan.
Pros
- Helps Innovate
- Continually Improving Product
- Enables Productivity
- Trustworthy
Mohit S.
- Role: Information Technology
- Industry: Banking
- Involvement: IT Leader or Manager
Submitted Nov 2024
Easy to use, almost under price and very helpful
Likeliness to Recommend
What differentiates Freshchat from other similar products?
Usability and user experience
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?
If you are looking for a tool that easy to use and under price
Pros
- Helps Innovate
- Enables Productivity
- Trustworthy
- Efficient Service
Manivannan A.
- Role: Sales Marketing
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Nov 2024
"Efficient and Scalable"
Likeliness to Recommend
What differentiates Freshchat from other similar products?
Freshchat stands out from other customer messaging platforms with its focus on a blend of automation, seamless integrations, and user-friendly design aimed at creating personalized customer interactions.
What is your favorite aspect of this product?
One of my favorite aspects of Freshchat is its AI-driven automation with Freddy AI. This feature streamlines customer support by intelligently routing messages, automating responses, and providing real-time suggestions, which saves time and makes agents more efficient.
What do you dislike most about this product?
One drawback of Freshchat is that it can sometimes have limited customization options for advanced workflows and reporting compared to more specialized customer support platforms. For teams needing highly tailored workflows or deep analytics capabilities, this can feel restrictive.
What recommendations would you give to someone considering this product?
Freshchat works best when integrated with other Freshworks products like Freshdesk and Freshsales Take full advantage of Freddy AI to automate common queries and assist agents with real-time suggestions.
Pros
- Continually Improving Product
- Trustworthy
- Unique Features
- Efficient Service
