What is Freshchat?
Pros from reviewers
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Ability to track past chats: Freshchat allows for tracking of past chats, enabling monitoring of progress and efficient handling of customer issues.
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Smooth integration with other tools: Freshchat seamlessly integrates with most tools, including Freshdesk, allowing for efficient management of live chats and tickets
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Large-scale agent management: Freshchat is capable of managing agents on a large scale, providing excellent visibility for managers through tracking and reporting
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User-friendly chatbot: Freshchat's chatbot is straightforward and user-friendly, enhancing customer engagement especially for non-tech savvy users
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Consolidation of chats from different channels: Freshchat's integration with Facebook and Whatsapp allows for consolidation of chats from all channels into one location, significantly increasing team productivity
Cons from reviewers
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Limited reporting and analytics capabilities: Some users have expressed dissatisfaction with the software's reporting and analytics capabilities, stating they are limited and lack in-depth insights.
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Poor customer service: Numerous users have reported poor customer service experiences with Freshchat, including long wait times for responses, unresolved issues, and difficulty in cancelling subscriptions.
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Lack of technical support: Several users have reported a lack of follow-up from the technical support team after reporting issues, particularly with the Freddy chatbot feature. There is also no phone support available for Freshchat, which has led to frustration among users.
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Issues with mobile app: Some users have reported that the Freshchat mobile app is unreliable and often doesn't work, even after spending significant time trying to troubleshoot with the support team.
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Expensive chatbot feature: Despite the chatbot feature being highly praised for its user-friendly interface and ability to handle a high volume of chats, some users find it quite costly considering the volume of their chats.
Main features
Starting Price
Free Plan
Communicate in 33+ languages
Respond quickly to customer requests with the chatbot
Get real-time performance reports
Optimize team management
Communicate with customers via your various messaging apps
Starting Price
$19
/ user / month
Free Plan
Yes
Communicate in 33+ languages
Respond quickly to customer requests with the chatbot
Get real-time performance reports
Optimize team management
Communicate with customers via your various messaging apps
How Freshchat compare to similar software?
Product
Price
$19
/ user / month
Free plan
Yes
Main features
Pros
Cons
Alternatives
Deal
90% off the Pro plan for 1 year on Freshchat
Save up to $100,000
Freshchat and Intercom are two leading customer messaging platforms designed to enhance customer engagement and support for businesses. While they share common functionalities, key differences can significantly influence your choice between the two.
One of the most noticeable distinctions is the user interface and overall user experience. Freshchat is known for its intuitive and streamlined interface, making it accessible for teams with varying levels of technical expertise. It offers a straightforward setup and easy navigation, which is particularly appealing to small to medium-sized businesses looking for a user-friendly solution. Intercom, on the other hand, provides a more feature-rich interface, which, while powerful, may present a steeper learning curve. Its comprehensive toolset is designed for businesses that require advanced customization and deeper engagement analytics.
Another critical factor is the approach to customer engagement. Freshchat excels in providing a unified...
Freshchat and LiveChat are both excellent solutions for customer support and engagement, offering features that help businesses manage interactions efficiently. While they share some common functionalities, several key differences may influence your decision on which platform is best suited for your business needs.
The primary difference between Freshchat and LiveChat lies in their approach to customer engagement and the scope of their features. Freshchat is designed as a comprehensive customer messaging solution that goes beyond just live chat. It supports multiple channels, including email, social media, and messaging apps, offering businesses a unified platform for all customer communications. Freshchat excels in automation with its AI-driven chatbots, enabling businesses to handle customer inquiries around the clock. It also integrates with Freshdesk, making it a powerful tool for companies already using the Freshworks suite.
LiveChat, on the other hand, focuses primarily on...
Who is Freshchat best for according to our reviewers?
Delivery Businesses: Freshchat is suitable for delivery businesses to handle customer support inquiries and manage agents on a large scale, offering excellent visibility for managers through tracking and reporting
Businesses with Non-Tech-Savvy Audiences: Freshchat's user-friendly chatbot can enhance customer engagement for businesses whose target audience isn't very tech-savvy, allowing for a lot of personalization
Businesses Seeking Automation: Freshchat is beneficial for businesses seeking automation in customer support, with features like offline tickets and the ability to track past chats
Customer Support Teams: These teams can use Freshchat to manage live chats and tickets, track agent performance, and consolidate chats from various channels into one location, thus increasing productivity
Businesses Needing Direct Client Contact: Freshchat is a good tool for businesses needing direct client contact, with features like the ability to edit, add or delete canned responses, and a user-friendly interface for agents.
Freshchat Reviews
3.9
Freshchat rating
4.5
Ease of use
4.2
Customer service
4.0
Value for money
4.0
Likelihood to recommend
4.1
Features
24 Freshchat Reviews
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Emma G
Exceptional Customer Service Experience with Freshchat
I'm absolutely thrilled with Freshchat's customer service! They have a chat feature where I've received responses in as little as 2 hours. I've been working on an integration issue for the past 3 months and they've been consistently engaged with me throughout the process. I would highly recommend purchasing services from this company!
September 16, 2024
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Megan
Top-Notch Customer Support Chat App
I find Freshchat very helpful in supporting our business growth as it provides our customers with a quick and simple way to contact us. It's easy to use and integrates quickly and smoothly. The software is reliable with no downtime, allowing customers to reach us anytime. However, I wish there was a more effective alert system when a chat is initiated, with a persistent alert until someone joins the chat.
September 8, 2024
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Natalie B
An Adventurous Journey with Freshchat Customer Service
I reached out to Freshchat's customer service about a month ago regarding a reconnecting issue. They promptly assured me that their development team would be on it soon. I've been eagerly waiting for weeks now, and I'm excited to see how they will resolve this. I find it quite engaging that I get to remind customer service to follow up. Their service is unique and keeps me on my toes. If you need assistance, be prepared for an adventurous wait for a comprehensive response or resolution. I would also suggest trying to contact them by phone. It's an interesting challenge to reach a live agent, and when you do, their distinct accents add a global touch to the conversation. I'm extremely intrigued and looking forward to seeing how this unfolds.
August 31, 2024
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Matthew A
Exploring Freshchat: A Reliable Customer Support Tool
Overall, my experience with Freshchat was positive. I found it to be a reliable and efficient platform that improved my customer support. I valued its simplicity, user-friendliness, and automation features. However, I felt its reporting and analytics capabilities were limited and lacked in-depth insights.
August 27, 2024
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Sable S
Exploring the Multifaceted Powerhouse: A Review of Freshchat and Other Services
This company, with its diverse offerings like Freshchat, Freshdesk, and more, feels like a multifaceted powerhouse. There's an intriguing complexity in the interplay between these services. The support is quite unique, often taking the time to thoroughly understand and resolve even the simplest issues. I would strongly recommend taking a close look at this company before making your choice. Their comprehensive approach might just be what you're looking for!
August 20, 2024
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Ashley Davis
Freshchat: A Game-Changer for Business Efficiency
Freshchat has been a game-changer for our business. Its seamless integration with our existing CRM system has streamlined our workflow and improved efficiency
August 11, 2024
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Ethan
Excellent for Frontline Customer Interaction
I absolutely love Freshchat! It has greatly enhanced customer engagement for our business, especially since our target audience isn't very tech-savvy. The chatbot is straightforward, user-friendly, and a real game-changer. I'm noticing it increasingly on various high-traffic websites, and Freshchat implements it excellently. I appreciate how the bot interacts with you until it decides it can't help anymore, and then it connects you to a human. This feature is excellent as it allows for a lot of personalization. However, the bot can sometimes be a bit slow and unresponsive, but this isn't a significant problem as it usually fixes itself within a minute. There have been times when a message is sent via the bot but no response is received for about a minute. We opted for Freshchat because we had already bought licenses for Freshdesk and naturally wanted to try Freshchat as well.
August 5, 2024
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Jonathan
Improved Customer Service with Intuitive Interface and Live Chat Feature
its intuitive interface and robust features have significantly improved our customer service. The live chat feature, in particular, has allowed us to address customer queries in real-time, enhancing overall satisfaction
July 27, 2024
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Sophia F
Mastering Customer Satisfaction with Freshchat
I had a positive experience using Freshchat, finding it extremely beneficial for my role. It's an excellent platform for handling customer issues and I value the ability to track past chats to monitor progress. I especially like the offline tickets feature and the convenience of managing them remotely. However, I must click on a blank space to remain online, otherwise, the product will set me to offline.
July 22, 2024
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Jeremy Rodriguez
Enterprise Chat Solution: Freshchat's Simplicity and Automation
I appreciate Freshchat's simple user interface and its automation options. I enjoyed my trial period with the software. However, despite its great features, it lacks customization in the free tier and becomes expensive when more customization is needed compared to its competitors.
July 13, 2024
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Robert Rodriguez
Freshchat's AI-Driven Capabilities Boost Productivity
I am particularly impressed with Freshchat's AI-driven capabilities. The automated responses and chatbots have greatly reduced our response time and increased productivity
July 8, 2024
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Elijah Rodriguez
Impressive Performance of Freshchat on an Intel i3 Laptop
As a user, I am genuinely impressed by the performance of Freshchat. Even though I'm using an Intel i3 laptop, which is perfect for all my office tasks, the Freshchat support window on my supplier's website is incredibly efficient. It seamlessly integrates with everything, making the entire website highly user-friendly. It's easy to see why so many companies are willing to invest in such high-quality software.
June 29, 2024
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Brian Jones
Exemplary Customer Service Experience with Freshchat
I'm thrilled to share my experience with Freshchat! After a four-month journey of exploring the software, we finally had the opportunity to connect with a customer service agent. It was a pleasant surprise to see that they were so committed to ensuring we were utilizing their service to its full potential, they even extended our session to a 15-minute call. To top it all off, we were amazed to find that they had upgraded us to a premium service on our next invoice. This just goes to show how much they value their customers and are willing to go the extra mile to ensure satisfaction. I'm genuinely impressed!
June 22, 2024
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Noah
Outstanding Software for Enhancing Customer Interaction
Overall, I consider Freshchat to be an outstanding tool for our customer support team. It integrates smoothly with most tools, and we've effectively used it alongside Freshdesk to manage live chats and tickets. We've been employing Freshchat to handle customer support inquiries for our delivery business, and I've been notably impressed with its capacity to manage agents on a large scale, offering excellent visibility for managers through tracking and reporting. The dashboard provides extensive options for monitoring agent performance and quality over time. We've also taken advantage of its Facebook and Whatsapp integration to consolidate chats from all channels into one location, which has significantly increased our team's productivity. However, I do have one complaint - I find the chatbot feature to be quite costly considering the volume of our chats.
June 17, 2024
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Kelly W
Freshchat: A Valuable Customer Interaction Tool
I have found Freshchat to be an invaluable tool for customer interaction
June 11, 2024
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John N
Experiencing Seamless Communication with Freshchat: A Review
I highly recommend giving Freshchat's service a try, especially their mobile app, as it worked seamlessly for me. Their support team was incredibly helpful. I spent an hour exploring the app on my phone, and it was a breeze. Even though I had to reach out to their support team once due to a minor login issue, they were quick to assist. I paid for this service, and it was worth every penny. I suggest giving Freshchat a shot before considering other chat apps.
June 2, 2024
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Gabriel Brown
Superior Chatbot Flexibility with Freshchat
I enjoyed programming an intelligent bot in my own way using Freshchat. Its best feature is the ability to integrate it on any webpage just by pasting the Json. I wish there was an option to program the bot through an API.
May 27, 2024
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Mary
Personalized Branding: Freshchat's Customization Options
I appreciate the customization options that Freshchat offers. It allows us to personalize the chat interface to match our brand identity
May 19, 2024
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Rose F
Exploring Freshchat: A User's Experience and Impressions
I recently had an interesting experience with Freshchat. Initially, I had a bit of a hiccup with the site's login, but their customer support was quick to resolve the issue. I was a bit confused about how to access the billing settings to manage my account, but I'm sure with a bit more guidance, I could have figured it out. What really impressed me was their proactive approach. They encouraged me to upgrade my account with the promise of Swedish language service. Although it wasn't immediately available post-upgrade, I'm optimistic that they're working on it. Navigating through any new software can be a bit challenging, but I'm confident that with a little more time and patience, I'll be able to fully utilize all the features Freshchat has to offer. I'm excited to continue my journey with this company and would encourage others to give it a try!
May 13, 2024
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Billy Rodriguez
FreshChat: Weighing the Pros and Cons
In general, I consider Freshchat a good tool for direct client contact and it's user-friendly for agents. Like any platform, there's always room for improvement. I particularly value the ability to edit, add or delete canned responses, which helps agents stay prepared with answers to new updates. I find it easy to learn and uncomplicated. However, I wish there was an option to delete a message after it's been sent to a client, similar to WhatsApp. Sometimes, a new chat comes in without any notification, even when all notifications are turned on. It would also be helpful to have a chat search option based on the labels of the chat tickets. Additionally, I think it would be better if a chat could remain open for more than 24 hours.
May 4, 2024
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Olivia Rodriguez
Freshchat Analytics: Tailoring Services to Customer Preferences
Freshchat's detailed analytics have provided us with valuable insights into customer behavior and preferences, enabling us to tailor our services accordingly
April 30, 2024
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Dennis Williams
Expanding Customer Reach: Freshchat's Multi-Channel Support Review
The multi-channel support offered by Freshchat has allowed us to engage with customers across various platforms, increasing our reach and impact
April 22, 2024
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Nathan
Letdown Alert: Poor Customer Support and Technical Issues with Freshchat
I am extremely disappointed with Freshchat. Even though it has strong features and advanced technologies, the Freddy chatbot, which was supposed to be their best, did not meet my expectations. We tested everything and were initially pleased, which led us to sign up for a one-year service. However, we found that the live mode doesn't work the same as the preview mode. Even though they acknowledged the errors, their tech support never followed up with us. I was also told that I couldn't cancel the service due to my one-year commitment. I was further let down by the lack of tech support for FreshChat, despite having excellent support for FreshDesk. I was told that there is no phone support for FreshChat. Even though we were able to discuss the errors with them online, they never got back to us. I regret to say that I cannot recommend Freshchat. We chose Freshchat because we also use FreshDesk.
April 15, 2024
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Andrew Rodriguez
Experiencing Freshchat's Customer Service and Security Measures
My experience with Freshchat's customer service has been quite unique. Even though there was a sudden deactivation of our account despite our active subscriptions, I see it as an opportunity to appreciate their security measures. It's been almost 1 days since I've reached out to them via emails and support tickets, and I'm eagerly awaiting their response. They've promised to provide feedback as soon as possible, and I'm confident they will. It feels like I'm dealing with a company that takes its time to ensure everything is handled correctly and securely.
April 13, 2024