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
Natural Language Processing
Leads Generation
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
Ravi K.
- Role: Vendor Management
- Industry: Retail
- Involvement: IT Development, Integration, and Administration
Submitted Nov 2022
An array of features but not so easy to implement
Likeliness to Recommend
What differentiates Freshchat from other similar products?
The omni channel experience of which Freshchat is a part of sets apart them from similar products
What is your favorite aspect of this product?
Creating workflow to route chats to relevant agents based on user's query type.
What do you dislike most about this product?
Custom implementations and third part integrations are surely not the easiest one out there. Also, creating custom rules becomes a lot challenging as system is not that intuitive.
What recommendations would you give to someone considering this product?
It is a good tool if you are looking to get the entire suite and provide your users with an omni channel experience. If you have custom use cases then please check what all you can achieve beforehand.
Pros
- Respectful
- Generous Negotitation
- Transparent
- Helps Innovate
Cons
- Less Reliable
- Less Performance Enhancing
- Less Effective Service
Yash J.
- Role: Information Technology
- Industry: Insurance
- Involvement: Business Leader or Manager
Submitted Nov 2022
Good suit of products, love the automation feature
Likeliness to Recommend
What differentiates Freshchat from other similar products?
The interface and suit of suits coupled into one platform
What is your favorite aspect of this product?
Ticket management
What do you dislike most about this product?
Api integration feature is not available in the lower plan versions
What recommendations would you give to someone considering this product?
Best product in the market if it suits your budget
Pros
- Helps Innovate
- Reliable
- Performance Enhancing
- Enables Productivity
Cons
- Slower Product Innovation
- Less Efficient Service
Pauline E.
- Role: Sales Marketing
- Industry: Education
- Involvement: Business Leader or Manager
Submitted Nov 2022
Fantastic product!
Likeliness to Recommend
What differentiates Freshchat from other similar products?
Their support team & product specialists are amazing. The features are amazing, especially the chatbot - saves a lot of time & effort. Wide pricing plans to choose from.
What is your favorite aspect of this product?
Constant renovation to answer to customers' needs.
What do you dislike most about this product?
That it does not really support Arabic. We are an Arabic EdTech, and we need the translations to be accurate.
What recommendations would you give to someone considering this product?
Work more on the translation, and do not use Google Translate.
Pros
- Continually Improving Product
- Reliable
- Performance Enhancing
- Enables Productivity