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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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85 Likeliness to Recommend
81 Plan to Renew
4
Since last award
73 Satisfaction of Cost Relative to Value
3
Since last award
Emotional Footprint Overview
+82 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
- Altruistic
- Generous Negotitation
- Helps Innovate
- Trustworthy
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
Integration With CRM
Knowledgebase
Workflow Processing
Multi-channel
Leads Generation
Natural Language Processing
Wayfinding
Voice or Text Input
Scheduled Availability
Application Programming Interface
Personalized Service
Vendor Capability Ratings
Quality of Features
Availability and Quality of Training
Ease of Data Integration
Ease of Implementation
Usability and Intuitiveness
Breadth of Features
Ease of IT Administration
Product Strategy and Rate of Improvement
Vendor Support
Ease of Customization
Business Value Created
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Freshchat Reviews
![](https://cdn.softwarereviews.com/production/profile_image/2215715/original/2215715.jpg?1724605606)
Sukesh H.
- Role: Operations
- Industry: Finance
- Involvement: End User of Application
Submitted Aug 2024
Part of freshworks omnichannel offering hence good
Likeliness to Recommend
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
Aly B.
- Role: Finance
- Industry: Finance
- Involvement: Business Leader or Manager
Submitted Sep 2023
Features Work
Likeliness to Recommend
What differentiates Freshchat from other similar products?
You are spoken to like a human and not like a robot
What is your favorite aspect of this product?
How quick the communication is with actual help
What do you dislike most about this product?
Use can be difficult for group settings
What recommendations would you give to someone considering this product?
No recommendations at this time
Pros
- Trustworthy
- Efficient Service
- Caring
- Respectful
![](https://cdn.softwarereviews.com/production/profile_image/2082656/original/2082656.jpg?1691569254)
Waleed K.
- Role: Sales Marketing
- Industry: Media
- Involvement: Business Leader or Manager
Submitted Aug 2023
Solid Messaging Platform with Growth Potential
Likeliness to Recommend
What differentiates Freshchat from other similar products?
Freshchat is developed by Freshworks, which offers a suite of customer support tools. This integration allows for smooth collaboration between customer support and messaging, enhancing overall customer experience.
What is your favorite aspect of this product?
Multi-channel Communication: Freshchat supports communication across various channels, including website, mobile app, and social media platforms. This versatility ensures businesses can engage customers wherever they prefer.
What do you dislike most about this product?
Pricing structures can be a common concern for users, especially if they feel that the cost of Freshchat does not align with the value they receive.
What recommendations would you give to someone considering this product?
Take a deep dive into Freshchat's features and capabilities. Ensure that the platform offers the functionality you require, such as chatbots, multi-channel support, analytics, integrations, and customization options.
Pros
- Continually Improving Product
- Reliable
- Trustworthy
- Inspires Innovation