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Freshworks Inc.

Freshchat

Composite Score

8.1 /10

CX Score

8.3 /10

45 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

Up 1
Since last award

92 Plan to Renew

Up 2
Since last award

77 Satisfaction of Cost Relative to Value

Up 3
Since last award

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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Emotional Footprint Overview

Product Experience:: 88%
Negotiation and Contract:: 89%
Conflict Resolution:: 87%
Strategy & Innovation:: 85%
Service Experience:: 83%

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.

+86 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

14% Neutral

85% Positive

Pros

Transparent
Friendly Negotiation
Helps Innovate
Performance Enhancing

Feature Ratings

Average 78

Knowledgebase

Integration With CRM

Workflow Processing

Multi-channel

Natural Language Processing

Scheduled Availability

Leads Generation

Learning and Adaptability

Voice or Text Input

Personalized Service

Wayfinding

Vendor Capability Ratings

Average 76

Ease of Data Integration

Quality of Features

Ease of Implementation

Breadth of Features

Usability and Intuitiveness

Ease of IT Administration

Availability and Quality of Training

Ease of Customization

Vendor Support

Product Strategy and Rate of Improvement

Business Value Created

Also Featured in...

Conversational AI

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Freshchat Reviews

Adalyn K.

Role: Finance
Industry: Finance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2022

Intuitive and easy to use product

Likeliness to Recommend

10 /10

What differentiates Freshchat from other similar products?

The tool works magic when it comes to integration with CRM. It also integrates with all our social medial handles which makes our communication smooth and effective. We are also able to close of issues of concern within reasonable time thanks to Freshchat.

What is your favorite aspect of this product?

The favorite aspect is on the usage and customization of the tool as it s a walk in the park. You are also able to personalize the response when using the chatbot to avoid customers feeling like talking to a robot.

What do you dislike most about this product?

The tool has worked magic in our organization, everything about the tool is perfecta

What recommendations would you give to someone considering this product?

Highly recommended to any organization regardless of the size

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

John O.

Role: Consultant
Industry: Engineering
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jan 2022

Great product if it fits for the client

Likeliness to Recommend

7 /10

What differentiates Freshchat from other similar products?

Cheaper and easier to use how ever I myself prefer to only use with new cards when really nessicary

What is your favorite aspect of this product?

Ease of set up and implementation

What do you dislike most about this product?

Personally not my preference

What recommendations would you give to someone considering this product?

Great ease of use and value for money

Pros

Helps Innovate
Trustworthy
Efficient Service
Generous Negotitation

Rohitash S.

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

Validated Review

Verified Reviewer

Submitted Jan 2022

Expecting Innovation and less inspiration!

Likeliness to Recommend

8 /10

What differentiates Freshchat from other similar products?

It is not unique but yes fairly competitive

What is your favorite aspect of this product?

Pricing and ease of use.

What do you dislike most about this product?

Uniqueness and half-baked features.

What recommendations would you give to someone considering this product?

Not bad and naive but depends on how deep your requirement is.

Pros

Caring
Continually Improving Product
Saves Time
Generous Negotitation

How We Deliver

Freshchat

What is Freshchat?

Company Details

Need Assistance?

Awards & Recognition

Freshchat Ratings

85 Likeliness to Recommend

Up 1 Since last award

92 Plan to Renew

Up 2 Since last award

77 Satisfaction of Cost Relative to Value

Up 3 Since last award

Emotional Footprint Overview

Emotional Footprint Overview

+86 Net Emotional Footprint

How much do users love Freshchat?

Chart

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

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

Adalyn K.

Intuitive and easy to use product

Likeliness to Recommend

Pros

John O.

Great product if it fits for the client

Likeliness to Recommend

Pros

Rohitash S.

Expecting Innovation and less inspiration!

Likeliness to Recommend

Pros

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Feature Ratings

Knowledgebase

Integration With CRM

Workflow Processing

Multi-channel

Natural Language Processing

Scheduled Availability

Leads Generation

Learning and Adaptability

Voice or Text Input

Personalized Service

Wayfinding

Vendor Capability Ratings

Ease of Data Integration

Quality of Features

Ease of Implementation

Breadth of Features

Usability and Intuitiveness

Ease of IT Administration

Availability and Quality of Training

Ease of Customization

Vendor Support

Product Strategy and Rate of Improvement

Business Value Created