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
Priyanshi P.
- Role: Information Technology
- Industry: Gaming and Hospitality
- Involvement: IT Development, Integration, and Administration
Submitted Nov 2022
Appropriate And Perspective
Likeliness to Recommend
What differentiates Freshchat from other similar products?
Freshchat offers richer features at good cost.
What is your favorite aspect of this product?
Analytics & User friendly
What do you dislike most about this product?
Nothing much
What recommendations would you give to someone considering this product?
Rich feature with lower cost & customise
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Unique Features
Karolina A. O.
- Role: Consultant
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Nov 2022
Perfect for support and chat campaigns
Likeliness to Recommend
What differentiates Freshchat from other similar products?
I have tested a couple of tools and decided to go with Freshworks 3 years ago, and I was always happy about this decision. First, I was looking for a tool that would allow me to chat with my clients but convert them into tickets to keep the whole support history visible in one place, including collaboration on the ticket with other departments via Jira integration. Most chat vendors didn't offer this possibility. I can't imagine leading a tech company with just chat, but I also believe that we shouldn't push clients to create tickets themselves and support only via email. It helps us also during the fre trial with its chat campaign features.
What is your favorite aspect of this product?
Converting chats into tickets in Freshdesk, chat campaigns, usability, great UI which is friendly to eyes even when someone needs to use the tool during the whole day. Easy way to trigger chats on specific events or URLs and business hours changes.
What do you dislike most about this product?
Old plans don't offer a screen-sharing feature and for now, it wouldn't bring us enough value to justify switching to new plans.
What recommendations would you give to someone considering this product?
Consider full omnichannel from Freshworks as it will give you the option to use chat, desk (ticketing), and caller (phones).
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Sushant K.
- Role: Information Technology
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Nov 2022
Great product for improving overall NPS
Likeliness to Recommend
What differentiates Freshchat from other similar products?
Product integrations of Freshchat are just brilliant. Since it comes under Freshworks, Freshchat has very good integration with their ticketing system Freshdesk that allows people like us to manage the entire customer service team.
What is your favorite aspect of this product?
The support and integration team is super helpful. They always listen to the problem you are trying to solve and provide best possible ways to improve key metrics.
What do you dislike most about this product?
Sometimes it gets difficult to customise the product and if you request new features then it would definitely take a lot more time considering the scale at which Freshchat works today.
What recommendations would you give to someone considering this product?
I'd suggest improving their bots, making them more user-friendly and at the reduce their per-usage pricing.
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Trustworthy