Freshchat Customer Reviews 2024

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

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.

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

90 Plan to Renew

5
Since last award

75 Satisfaction of Cost Relative to Value

1
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.

+84 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?

2% Negative

14% Neutral

84% Positive

Pros

Altruistic
Generous Negotitation
Transparent
Fair

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Freshchat Reviews

Piyush B.

Role: Sales Marketing
Industry: Education
Involvement: Vendor Selection and Purchasing

Validated Review

Verified Reviewer

Submitted Oct 2024

Efficient and user friendly.

Likeliness to Recommend

10 /10

What differentiates Freshchat from other similar products?

Freshchat offers a ai driven customer messaging solution with features like proactive engagement, multichannel integration, making customer ineraction seamless across platform.

What is your favorite aspect of this product?

Its ai driven automation make more efficiently and personalized

What do you dislike most about this product?

A small dislike is limited customization options for apperance.

What recommendations would you give to someone considering this product?

If business are looking for ai powered chatbot that engance customer engagement.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Akash P.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Oct 2024

User-friendly but complex for new users.

Likeliness to Recommend

10 /10

What differentiates Freshchat from other similar products?

Freshchat is different because it offers a user-friendly design that emphasizes real-time messaging and proactive customer engagement. It features AI chatbots, customizable workflows, and works smoothly with other Freshworks products, making it simple for businesses to handle customer interactions across various channels.

What is your favorite aspect of this product?

My favorite aspect of Freshchat is its intuitive interface, which makes it easy for users to navigate and manage customer conversations. The proactive messaging feature is also a standout, as it allows businesses to reach out to customers at the right moment, enhancing engagement and support.

What do you dislike most about this product?

What I dislike most about Freshchat is that some advanced features may require a learning curve, which can be challenging for new users. Additionally, the pricing can get high as you add more features and users.

What recommendations would you give to someone considering this product?

If you’re considering Freshchat, I recommend starting with a free trial to explore its features and see if it fits your needs. Take time to learn how to use the advanced tools, and keep an eye on the pricing to ensure it stays within your budget as you scale.

Pros

Reliable
Friendly Negotiation
Security Protects
Helps Innovate

Saurav K.

Role: Sales Marketing
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2024

Amazing Omnichannel Chat Management Tool

Likeliness to Recommend

9 /10

What differentiates Freshchat from other similar products?

First and foremost thing is that it is free to try with. It offers a very seamless and amazing experience for small to large businesses. The 3 things which makes it a amazing product for customer engagement is Freshchat's user friendly interface, automated responses, & seamless customization options. It is best tool to get your customer query resolved or escalated. The chat bot freddy is an amazing part of the tool.

What is your favorite aspect of this product?

The tool is AI Powered where you don't need code knowledge to start the integration or to start working on the tool. Also, apart from chat we can also connect with the customers through WhatsApp, Instagram or email by using freshchat.

What do you dislike most about this product?

The only thing to dislike is that the tool is frequently affected by bugs which is not a good experience sometime.

What recommendations would you give to someone considering this product?

I would highly recommend this tool but first run a trail on your web site with the free plan and understand the tool and your requirement as most features are divided under different plans. But this tool will help you improve your customer experience and customer retention.

Pros

Helps Innovate
Continually Improving Product
Trustworthy
Efficient Service

How We Deliver

Freshchat

What is Freshchat?

Company Details

Need Assistance?

Awards & Recognition

Freshchat Ratings

85 Likeliness to Recommend

90 Plan to Renew

5 Since last award

75 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+84 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

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

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.

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.

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

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.

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.

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.

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.

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 Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

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 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.

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

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.

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.

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Freshchat Reviews

Piyush B.

Efficient and user friendly.

Likeliness to Recommend

Pros

Akash P.

User-friendly but complex for new users.

Likeliness to Recommend

Pros

Saurav K.

Amazing Omnichannel Chat Management Tool

Likeliness to Recommend

Pros

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Title

5
Since last award

1
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Feature Ratings

Knowledgebase

Workflow Processing

Multi-channel

Integration With CRM

Leads Generation

Voice or Text Input

Wayfinding

Scheduled Availability

Learning and Adaptability

Natural Language Processing

Personalized Service

Vendor Capability Ratings

Quality of Features

Breadth of Features

Ease of Data Integration

Usability and Intuitiveness

Ease of Implementation

Availability and Quality of Training

Ease of IT Administration

Vendor Support

Ease of Customization

Product Strategy and Rate of Improvement

Business Value Created