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Freshchat Logo
Freshchat Logo
Freshworks

Freshchat

Composite Score
8.0 /10
CX Score
8.2 /10
Category
Freshchat
8.0 /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.

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 Likeliness to Recommend

1
Since last award

92 Plan to Renew

2
Since last award

88 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.

+94 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?

0% Negative
0% Neutral
100% Positive

Pros

  • Helps Innovate
  • Reliable
  • Enables Productivity
  • Unique Features

Feature Ratings

Average 82

Personalized Service

86

Learning and Adaptability

84

Intent Extraction

84

Artificial Intelligence Engine

82

Natural Language Processing

82

Leads Generation

80

Workflow Processing

76

Other Integrations

75

Vendor Capability Ratings

Average 84

Breadth of Features

90

Ease of Customization

88

Ease of IT Administration

88

Vendor Support

85

Ease of Implementation

84

Usability and Intuitiveness

84

Ease of Data Integration

84

Quality of Features

82

Product Strategy and Rate of Improvement

80

Business Value Created

78

Availability and Quality of Training

76

Freshchat Reviews

RAJAT S.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Jan 2025

Great chat tool, but limited features.

Likeliness to Recommend

9 /10

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
Validated Review
Verified Reviewer

Submitted Nov 2024

Great features, but can be costly.

Likeliness to Recommend

8 /10

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

Ravi R.

  • Role: Finance
  • Industry: Finance
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Aug 2024

Finest of Chatbots

Likeliness to Recommend

9 /10

What differentiates Freshchat from other similar products?

Freshchat offers a very good interface and the chatbots are very much advanced with AI-powered automation options. The fact that its ominchannel helps a lot handling all channels at a single place.

What is your favorite aspect of this product?

I like their marketplace and the fact that it allows significant customisation compared to other products in the market. The customer journey mapping is not feature that has helped a lot with Business Analytics.

What do you dislike most about this product?

The selfserve option for knowledge base still needs development unlike freshdesk this option lacks few features.

What recommendations would you give to someone considering this product?

If you are looking for an easy to integrate and a wonderful product to help you optimise your support with self serve features for basic queries this is the tool for you. If you are a freshdesk of zendesk user looking to cut costs by saving time this is the tool for you.

Pros

  • Reliable
  • Performance Enhancing
  • Effective Service
  • Caring

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