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
93 Plan to Renew
1
Since last award
79 Satisfaction of Cost Relative to Value
2
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.
+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?
Pros
- Friendly Negotiation
- Performance Enhancing
- Transparent
- Appreciates Incumbent Status
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
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
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Freshchat Reviews
Victor Chiedo O.
- Role: Operations
- Industry: Education
- Involvement: Business Leader or Manager
Submitted Jun 2025
Smart chatbot that handles customer questions
Likeliness to Recommend
What differentiates Freshchat from other similar products?
Freshchat's chatbot stands out because it feels more conversational and less robotic than many other automated chat systems. The AI understands context better and can handle follow-up questions without getting confused or starting over.
What is your favorite aspect of this product?
The website integration with simple code embedding is what I love most about Freshchat's chatbot. I can add the chat widget to my website by just copying and pasting a few lines of code, and it works immediately without complicated setup or technical configuration. The chat widget looks professional and matches my website design, and I can customize how it appears to visitors.
What do you dislike most about this product?
Setting up the chatbot initially takes time and requires thinking through all the different ways customers might ask questions.
What recommendations would you give to someone considering this product?
Try Freshchat's chatbot if you get a lot of repetitive customer questions that could be automated. It works best when you invest time upfront to train it properly with your most common scenarios.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Damilola O.
- Role: Sales Marketing
- Industry: Finance
- Involvement: End User of Application
Submitted May 2025
Efficient but Needs More Customization for Complex
Likeliness to Recommend
What differentiates Freshchat from other similar products?
Freshchat stands out for its unified inbox that brings multiple channels together, its user-friendly interface, and native integration with other Freshworks tools for seamless workflow management.
What is your favorite aspect of this product?
The intuitive layout and real-time chat management features make team collaboration and customer engagement faster and more efficient.
What do you dislike most about this product?
Some reports take time to load, and the customization options for analytics dashboards could be more flexible.
What recommendations would you give to someone considering this product?
Ensure your team is trained to use the automation and tagging features well; it’ll save time and help maintain quality as your volume grows.
Pros
- Acts with Integrity
- Generous Negotitation
- Helps Innovate
- Continually Improving Product
Eduardo G.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Jan 2025
Powerful tool!
Likeliness to Recommend
What differentiates Freshchat from other similar products?
For me, Freshchat stands out due to its intuitive and user-friendly interface, making it easy to manage customer.
What is your favorite aspect of this product?
My favorite aspect of Freshchat is the ability to configure custom bots. This allows for more efficient automation and a more personalized customer service experience.
What do you dislike most about this product?
What I dislike most about Freshchat is the lack of some advanced data analysis features, which limits the ability to gain deeper insights into customer behavior.
What recommendations would you give to someone considering this product?
For sure. Take advantage of integrations with other CRM tools to maximize workflow efficiency. It's also important to explore the customization options for bots to provide a more personalized experience for customers.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
