This content is currently locked.

Your current McLean & Company subscription does not include access to this content. Contact your account representative to gain access to Premium SoftwareReviews.

Contact Your Representative

Or Call Us:
1-877-281-0480 (US/CAN) or
+1-519-936-2659 (International)

Freshworks

Freshchat

7.7 /10

24 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

Need Assistance?

We're here to help you with understanding our reports and the data inside to help you make decisions.

Get Assistance

Awards & Recognition

Freshchat won the following awards in the Chatbots category

Filter By

1 Top Rated Capabilities

0 Top Rated Features

Latest Award, 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.

85 Likeliness to Recommend

81 Plan to Renew

4
Since last award

73 Satisfaction of Cost Relative to Value

3
Since last award

{y}

{name}

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?

3% Negative

21% Neutral

76% Positive

Pros

Altruistic
Generous Negotitation
Helps Innovate
Trustworthy

Feature Ratings

Average 82

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

Average 78

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

Also Featured in...

Conversational AI

Translation missing: en.product_page.ratings.score 7.9

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

Aly B.

Role: Finance
Industry: Finance
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Sep 2023

Features Work

Likeliness to Recommend

10 /10

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

Waleed K.

Role: Sales Marketing
Industry: Media
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Aug 2023

Solid Messaging Platform with Growth Potential

Likeliness to Recommend

9 /10

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

How We Deliver

Freshchat

What is Freshchat?

Company Details

Need Assistance?

Awards & Recognition

Freshchat Ratings

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

How much do users love Freshchat?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

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.

Knowledgebase Allows users to create knowledgebase articles, metadata tags, creation data and author's name

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.

Multi-channel Supports live chat, mobile app, powerbot and messenger

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.

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.

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.

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

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.

Application Programming Interface For more customized needs, the chatbot may have an API which would allow an in-house developer to access features of the chatbox.

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.

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

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.

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.

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.

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.

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 IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

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.

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.

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.

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.

Also Featured in...

Conversational AI

Freshchat Reviews

Sukesh H.

Part of freshworks omnichannel offering hence good

Likeliness to Recommend

Pros

Cons

Aly B.

Features Work

Likeliness to Recommend

Pros

Waleed K.

Solid Messaging Platform with Growth Potential

Likeliness to Recommend

Pros

Most Popular Freshchat Comparisons

LiveChat ChatBot

Intercom

Tidio

Drift Conversation Cloud

ManyChat

Dialogflow

Title

4
Since last award

3
Since last award

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