Freshchat Customer Reviews 2026 | Chatbots

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.

84 Likeliness to Recommend

94 Plan to Renew

79 Satisfaction of Cost Relative to Value

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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.

+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?

1% Negative

11% Neutral

88% Positive

Pros

Friendly Negotiation
Performance Enhancing
Helps Innovate
Reliable

Score 7.6

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Freshchat Reviews

Eduardo G.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jan 2025

Powerful tool!

Likeliness to Recommend

9 /10

What differentiates Freshchat from other similar products?

For me, Freshchat stands out due to its intuitive and user-friendly interface, making it easy to manage customer.

What is your favorite aspect of this product?

My favorite aspect of Freshchat is the ability to configure custom bots. This allows for more efficient automation and a more personalized customer service experience.

What do you dislike most about this product?

What I dislike most about Freshchat is the lack of some advanced data analysis features, which limits the ability to gain deeper insights into customer behavior.

What recommendations would you give to someone considering this product?

For sure. Take advantage of integrations with other CRM tools to maximize workflow efficiency. It's also important to explore the customization options for bots to provide a more personalized experience for customers.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Manivannan A.

Role: Sales Marketing
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Nov 2024

"Efficient and Scalable"

Likeliness to Recommend

5 /10

What differentiates Freshchat from other similar products?

Freshchat stands out from other customer messaging platforms with its focus on a blend of automation, seamless integrations, and user-friendly design aimed at creating personalized customer interactions.

What is your favorite aspect of this product?

One of my favorite aspects of Freshchat is its AI-driven automation with Freddy AI. This feature streamlines customer support by intelligently routing messages, automating responses, and providing real-time suggestions, which saves time and makes agents more efficient.

What do you dislike most about this product?

One drawback of Freshchat is that it can sometimes have limited customization options for advanced workflows and reporting compared to more specialized customer support platforms. For teams needing highly tailored workflows or deep analytics capabilities, this can feel restrictive.

What recommendations would you give to someone considering this product?

Freshchat works best when integrated with other Freshworks products like Freshdesk and Freshsales Take full advantage of Freddy AI to automate common queries and assist agents with real-time suggestions.

Pros

Continually Improving Product
Trustworthy
Unique Features
Efficient Service

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

Events

Freshchat

What is Freshchat?

Company Details

Need Assistance?

Awards & Recognition

Freshchat Ratings

84 Likeliness to Recommend

94 Plan to Renew

79 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+89 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

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.

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

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

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.

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.

Application Programming Interface For more customized needs, the chatbot may have an API which would allow an in-house developer to access features of the chatbox.

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.

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.

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.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

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.

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.

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

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.

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.

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.

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.

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Conversational AI

Freshchat Reviews

Eduardo G.

Powerful tool!

Likeliness to Recommend

Pros

Manivannan A.

"Efficient and Scalable"

Likeliness to Recommend

Pros

Saurav K.

Amazing Omnichannel Chat Management Tool

Likeliness to Recommend

Pros

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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