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
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.
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
Also Featured in...
Freshchat Reviews
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鈥檒l save time and help maintain quality as your volume grows.
Pros
- Acts with Integrity
- Generous Negotitation
- Helps Innovate
- Continually Improving Product
Eduardo G.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Jan 2025
Powerful tool!
Likeliness to Recommend
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
Submitted Nov 2024
"Efficient and Scalable"
Likeliness to Recommend
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
