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 AssistanceFreshchat 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.
84 Likeliness to Recommend
94 Plan to Renew
79 Satisfaction of Cost Relative to Value
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.
+89 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
- Friendly Negotiation
- Performance Enhancing
- Helps Innovate
- Reliable
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
Knowledgebase
Personalized Service
Voice or Text Input
Multi-channel
Scheduled Availability
Integration With CRM
Workflow Processing
Application Programming Interface
Learning and Adaptability
Wayfinding
Natural Language Processing
Vendor Capability Ratings
Ease of Implementation
Quality of Features
Usability and Intuitiveness
Ease of Data Integration
Ease of IT Administration
Availability and Quality of Training
Breadth of Features
Business Value Created
Vendor Support
Ease of Customization
Product Strategy and Rate of Improvement
Also Featured in...
Freshchat Reviews
Adebayo T.
- Role: Sales Marketing
- Industry: Education
- Involvement: End User of Application
Submitted Jul 2025
Awesome and a must have tool
Likeliness to Recommend
What differentiates Freshchat from other similar products?
it has a lot of features which makes it to stand out
What is your favorite aspect of this product?
The minimalistic design and easy to use UI
What do you dislike most about this product?
The pricing can be a bit steep
What recommendations would you give to someone considering this product?
Grab this software if you need a total solution
Pros
- Continually Improving Product
- Reliable
- Enables Productivity
- Unique Features
Victor Chiedo O.
- Role: Operations
- Industry: Education
- Involvement: Business Leader or Manager
Submitted Jun 2025
Smart chatbot that handles customer questions
Likeliness to Recommend
What differentiates Freshchat from other similar products?
Freshchat's chatbot stands out because it feels more conversational and less robotic than many other automated chat systems. The AI understands context better and can handle follow-up questions without getting confused or starting over.
What is your favorite aspect of this product?
The website integration with simple code embedding is what I love most about Freshchat's chatbot. I can add the chat widget to my website by just copying and pasting a few lines of code, and it works immediately without complicated setup or technical configuration. The chat widget looks professional and matches my website design, and I can customize how it appears to visitors.
What do you dislike most about this product?
Setting up the chatbot initially takes time and requires thinking through all the different ways customers might ask questions.
What recommendations would you give to someone considering this product?
Try Freshchat's chatbot if you get a lot of repetitive customer questions that could be automated. It works best when you invest time upfront to train it properly with your most common scenarios.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Damilola O.
- Role: Sales Marketing
- Industry: Finance
- Involvement: End User of Application
Submitted May 2025
Efficient but Needs More Customization for Complex
Likeliness to Recommend
What differentiates Freshchat from other similar products?
Freshchat stands out for its unified inbox that brings multiple channels together, its user-friendly interface, and native integration with other Freshworks tools for seamless workflow management.
What is your favorite aspect of this product?
The intuitive layout and real-time chat management features make team collaboration and customer engagement faster and more efficient.
What do you dislike most about this product?
Some reports take time to load, and the customization options for analytics dashboards could be more flexible.
What recommendations would you give to someone considering this product?
Ensure your team is trained to use the automation and tagging features well; it’ll save time and help maintain quality as your volume grows.
Pros
- Acts with Integrity
- Generous Negotitation
- Helps Innovate
- Continually Improving Product
