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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

Sparsh S.

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

Validated Review

Verified Reviewer

Submitted Nov 2022

Excellent Features & One of My Favorite Tool Ever!

Likeliness to Recommend

9 /10

What differentiates Freshchat from other similar products?

I utilise Freshchat to have a more streamlined, timely conversation with customers and prospects I make touch with through social media management and digital marketing. I can improve client traffic and set up the chat. The ability to develop a bot flow based on our business processes with the help of the chat builder's orchestration was a big plus for me. Our customers' information is stored and we may connect to frequently asked questions, articles, and videos.

What is your favorite aspect of this product?

It's saves me lots of time. Freshchat is a perfect tool for anyone because it comes with a bunch of features. Some features of this software is my all-time favorites feature. The product's user-friendliness and simplicity in terms of initial setup and ongoing platform management are its strongest points. The support team of the Freshchat is incredible and very responsive.

What do you dislike most about this product?

Nothing to dislike. Overall application is perfect for me according to my problems.

What recommendations would you give to someone considering this product?

The user interface of Freshchat is amazing and very easy to use. I highly recommend it to all. It is the best solution for your problems. It has lots of impressive features.

Pros

Continually Improving Product
Reliable
Performance Enhancing
Enables Productivity

Balakumar G.

Role: Information Technology
Industry: Retail
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Nov 2022

Reliable product with great customer success team.

Likeliness to Recommend

7 /10

What differentiates Freshchat from other similar products?

Less customisation compared to others. But very reliable platform with great customer support

What is your favorite aspect of this product?

Their integrations and apps

What do you dislike most about this product?

Chat widget have less customisations

What recommendations would you give to someone considering this product?

Defenitely best at this pricing

Pros

Reliable
Performance Enhancing
Enables Productivity
Trustworthy

Karolina A. O.

Role: Consultant
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Nov 2022

Perfect for support and chat campaigns

Likeliness to Recommend

9 /10

What differentiates Freshchat from other similar products?

I have tested a couple of tools and decided to go with Freshworks 3 years ago, and I was always happy about this decision. First, I was looking for a tool that would allow me to chat with my clients but convert them into tickets to keep the whole support history visible in one place, including collaboration on the ticket with other departments via Jira integration. Most chat vendors didn't offer this possibility. I can't imagine leading a tech company with just chat, but I also believe that we shouldn't push clients to create tickets themselves and support only via email. It helps us also during the fre trial with its chat campaign features.

What is your favorite aspect of this product?

Converting chats into tickets in Freshdesk, chat campaigns, usability, great UI which is friendly to eyes even when someone needs to use the tool during the whole day. Easy way to trigger chats on specific events or URLs and business hours changes.

What do you dislike most about this product?

Old plans don't offer a screen-sharing feature and for now, it wouldn't bring us enough value to justify switching to new plans.

What recommendations would you give to someone considering this product?

Consider full omnichannel from Freshworks as it will give you the option to use chat, desk (ticketing), and caller (phones).

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

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

Sparsh S.

Excellent Features & One of My Favorite Tool Ever!

Likeliness to Recommend

Pros

Balakumar G.

Reliable product with great customer success team.

Likeliness to Recommend

Pros

Karolina A. O.

Perfect for support and chat campaigns

Likeliness to Recommend

Pros

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1
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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