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.
87 Likeliness to Recommend
94 Plan to Renew
1
Since last award
87 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.
+95 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
- Helps Innovate
- Reliable
- Enables Productivity
- Unique Features
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
Personalized Service
Artificial Intelligence Engine
Natural Language Processing
Intent Extraction
Learning and Adaptability
Generative AI
Translation
Leads Generation
Other Integrations
Workflow Processing
Retrieval augmented generation
Vendor Capability Ratings
Ease of IT Administration
Ease of Customization
Breadth of Features
Ease of Implementation
Quality of Features
Vendor Support
Usability and Intuitiveness
Ease of Data Integration
Product Strategy and Rate of Improvement
Business Value Created
Availability and Quality of Training
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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
Aakash S.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Nov 2024
Great features, but can be costly.
Likeliness to Recommend
What differentiates Freshchat from other similar products?
Freshchat different is its focus on a modern messaging experience, with features like smart chatbots and in-app messaging that work well with other Freshworks tools, helping businesses connect with customers easily across different channels.
What is your favorite aspect of this product?
My favorite aspect of Freshchat is its AI-powered chatbots, which help businesses provide quick responses to customer inquiries and improve overall engagement without needing constant human involvement.
What do you dislike most about this product?
Freshchat is that some users may find the pricing for advanced features to be higher than expected, which can be a barrier for smaller businesses or startups.
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 well it fits your business needs before committing to a paid plan.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Hannah P.
- Role: Information Technology
- Industry: Banking
- Involvement: Business Leader or Manager
Submitted Apr 2026
Freshchat is well live chat performance platform
Likeliness to Recommend
What differentiates Freshchat from other similar products?
They can not just a standalone chat tool it’s designed to work tightly with the Freshworks ecosystem (like Freshsales, Freshsaller) to that means it shared customer data across sales, and marketing tools with easier escalation from chat, ticket and CRM record. In unified agent workspace if you use the full suite but this is also a tradeoff now it can feel less seamless if you don’t use other Freshworks products.
What is your favorite aspect of this product?
Users can message you from WhatsApp, Instagram, or mobile app. The agent still sees everything in a single conversation view with no constant switching between tools or losing context to that sounds basic but it’s actually where many support platforms struggle and either they become too complex (like enterprise helpdesks) or too fragmented a separate inboxes per channel.
What do you dislike most about this product?
The common downside of this tool is its limited depth when used as a standalone product. if you’re not using that stack the integrations feel less seamless than competitors. users need extra workarounds or some advanced workflows are harder to build.
What recommendations would you give to someone considering this product?
Freshchat is well fit if your priority is Live chat + WhatsApp + social messaging in one inbox to quick setup without heavy engineering work. A clean to easy interface for support agents and basic automation bots, FAQs, routing, so we think is that freahchat is good for the new users it works great for SMBs and growing support teams that want speed and simplicity.
Pros
- Helps Innovate
- Reliable
- Enables Productivity
- Trustworthy
