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鈥� 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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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
1
Since last award
92 Plan to Renew
2
Since last award
77 Satisfaction of Cost Relative to Value
3
Since last award
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.
+86 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
- Transparent
- Friendly Negotiation
- Helps Innovate
- Performance Enhancing
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
Integration With CRM
Workflow Processing
Multi-channel
Natural Language Processing
Scheduled Availability
Leads Generation
Learning and Adaptability
Voice or Text Input
Personalized Service
Wayfinding
Vendor Capability Ratings
Ease of Data Integration
Quality of Features
Ease of Implementation
Breadth of Features
Usability and Intuitiveness
Ease of IT Administration
Availability and Quality of Training
Ease of Customization
Vendor Support
Product Strategy and Rate of Improvement
Business Value Created
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Freshchat Reviews
Sukesh H.
- Role: Operations
- Industry: Finance
- Involvement: End User of Application
Submitted Aug 2024
Part of freshworks omnichannel offering hence good
Likeliness to Recommend
What differentiates Freshchat from other similar products?
Seamless integration within freshworks ecosystem and lets you manage conversations across web, mobile and social media in a single place.
What is your favorite aspect of this product?
Seamless integration within freshworks ecosystem and lets you manage conversations across web, mobile and social media in a single place.
What do you dislike most about this product?
Analytics needs to be better The tool should cover more basics and should be more customisable
What recommendations would you give to someone considering this product?
Spend time in designing the whole thing to match your company's design theme.
Pros
- Continually Improving Product
- Performance Enhancing
- Transparent
- Friendly Negotiation
Cons
- Less Effective Service
- Less Caring
Waleed K.
- Role: Sales Marketing
- Industry: Media
- Involvement: Business Leader or Manager
Submitted Aug 2023
Solid Messaging Platform with Growth Potential
Likeliness to Recommend
What differentiates Freshchat from other similar products?
Freshchat is developed by Freshworks, which offers a suite of customer support tools. This integration allows for smooth collaboration between customer support and messaging, enhancing overall customer experience.
What is your favorite aspect of this product?
Multi-channel Communication: Freshchat supports communication across various channels, including website, mobile app, and social media platforms. This versatility ensures businesses can engage customers wherever they prefer.
What do you dislike most about this product?
Pricing structures can be a common concern for users, especially if they feel that the cost of Freshchat does not align with the value they receive.
What recommendations would you give to someone considering this product?
Take a deep dive into Freshchat's features and capabilities. Ensure that the platform offers the functionality you require, such as chatbots, multi-channel support, analytics, integrations, and customization options.
Pros
- Continually Improving Product
- Reliable
- Trustworthy
- Inspires Innovation
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
