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Freshworks Inc.

Freshchat

Composite Score

8.1 /10

CX Score

8.3 /10

48 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

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

93 Plan to Renew

1
Since last award

79 Satisfaction of Cost Relative to Value

2
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.

+87 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

13% Neutral

86% Positive

Pros

Friendly Negotiation
Performance Enhancing
Transparent
Appreciates Incumbent Status

Feature Ratings

Average 77

Knowledgebase

Multi-channel

Integration With CRM

Workflow Processing

Scheduled Availability

Learning and Adaptability

Voice or Text Input

Personalized Service

Wayfinding

Natural Language Processing

Leads Generation

Vendor Capability Ratings

Average 76

Ease of Data Integration

Ease of Implementation

Quality of Features

Usability and Intuitiveness

Ease of IT Administration

Availability and Quality of Training

Breadth of Features

Ease of Customization

Vendor Support

Business Value Created

Product Strategy and Rate of Improvement

Also Featured in...

Conversational AI

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

Freshchat Reviews

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

Gaurang J.

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

Validated Review

Verified Reviewer

Submitted Aug 2025

A Smart, Affordable Choice for Omnichanel

Likeliness to Recommend

8 /10

What differentiates Freshchat from other similar products?

1. A single inbox for web, mobile, email, social, WhatsApp, Instagram and more. 2. AI-Powered Automation (Freddy AI) - chatbots, smart routing, sentiment analysis/ translations and agent assist. 3. Proactive Engagement (Journeys) - a no-code builder for customer journeys and targeted campaigns. 4.Real-time Analytics - dashboards, KPIs, BI integrations.

What is your favorite aspect of this product?

The unified omnichannel inbox with support from Freddy AI - it allows agents to access web platforms, app integrations, and email and messaging apps (WhatsApp, Instagram, FB Messenger, SMS, etc.) in a single unified inbox, while AI helps with routing, responses, and insights.

What do you dislike most about this product?

1. Mobile app restrictions – the app does not completely align with the desktop version, has some bugs, and lacks features to fully provide on-the-go support. 2. Options for customization and reporting depth are limited – although the platform is strong on automation, it lacks advanced widget customization and detail compared to analytics tools like Intercom or Drift.

What recommendations would you give to someone considering this product?

I’d suggest you start with the free plan first and see how it fits your workflow. Also, learn how to use Journeys well—it’s a great way to proactively engage customers.

Pros

Appreciates Incumbent Status
Reliable
Enables Productivity
Efficient Service

Adebayo T.

Role: Sales Marketing
Industry: Education
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jul 2025

Awesome and a must have tool

Likeliness to Recommend

10 /10

What differentiates Freshchat from other similar products?

it has a lot of features which makes it to stand out

What is your favorite aspect of this product?

The minimalistic design and easy to use UI

What do you dislike most about this product?

The pricing can be a bit steep

What recommendations would you give to someone considering this product?

Grab this software if you need a total solution

Pros

Continually Improving Product
Reliable
Enables Productivity
Unique Features

Latest Research

Freshchat

What is Freshchat?

Company Details

Need Assistance?

Awards & Recognition

Freshchat Ratings

85 Likeliness to Recommend

93 Plan to Renew

1 Since last award

79 Satisfaction of Cost Relative to Value

2 Since last award

Emotional Footprint Overview

+87 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

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.

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.

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.

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

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.

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.

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.

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

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

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 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.

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.

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.

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.

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

Sukesh H.

Part of freshworks omnichannel offering hence good

Likeliness to Recommend

Pros

Cons

Gaurang J.

A Smart, Affordable Choice for Omnichanel

Likeliness to Recommend

Pros

Adebayo T.

Awesome and a must have tool

Likeliness to Recommend

Pros

Most Popular Freshchat Comparisons

LiveChat

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Manychat

Title

1
Since last award

2
Since last award

Feature Ratings

Knowledgebase

Multi-channel

Integration With CRM

Workflow Processing

Scheduled Availability

Learning and Adaptability

Voice or Text Input

Personalized Service

Wayfinding

Natural Language Processing

Leads Generation

Vendor Capability Ratings

Ease of Data Integration

Ease of Implementation

Quality of Features

Usability and Intuitiveness

Ease of IT Administration

Availability and Quality of Training

Breadth of Features

Ease of Customization

Vendor Support

Business Value Created

Product Strategy and Rate of Improvement