Freshchat Customer Reviews 2025 | Chatbots

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Freshworks Inc.

Freshchat

Composite Score

8.1 /10

CX Score

8.3 /10

45 Reviews

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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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.

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

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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.

+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?

1% Negative

14% Neutral

85% Positive

Pros

Transparent
Friendly Negotiation
Helps Innovate
Performance Enhancing

Feature Ratings

Average 78

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

Average 76

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...

Conversational AI

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Freshchat Reviews

Navneet S.

Role: Vendor Management
Industry: Consulting
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Nov 2022

Easy to use and easily trainable with new users.

Likeliness to Recommend

9 /10

What differentiates Freshchat from other similar products?

Very different from the legacy tools which were used earlier.

What is your favorite aspect of this product?

Conversation groups

What do you dislike most about this product?

Sometimes laggy

What recommendations would you give to someone considering this product?

If they are looking for a product that is easily trainable then it's the simple choice.

Pros

Continually Improving Product
Reliable
Trustworthy
Unique Features

Ravi K.

Role: Vendor Management
Industry: Retail
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Nov 2022

An array of features but not so easy to implement

Likeliness to Recommend

6 /10

What differentiates Freshchat from other similar products?

The omni channel experience of which Freshchat is a part of sets apart them from similar products

What is your favorite aspect of this product?

Creating workflow to route chats to relevant agents based on user's query type.

What do you dislike most about this product?

Custom implementations and third part integrations are surely not the easiest one out there. Also, creating custom rules becomes a lot challenging as system is not that intuitive.

What recommendations would you give to someone considering this product?

It is a good tool if you are looking to get the entire suite and provide your users with an omni channel experience. If you have custom use cases then please check what all you can achieve beforehand.

Pros

Respectful
Generous Negotitation
Transparent
Helps Innovate

Cons

Less Reliable
Less Performance Enhancing
Less Effective Service

Yash J.

Role: Information Technology
Industry: Insurance
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Nov 2022

Good suit of products, love the automation feature

Likeliness to Recommend

8 /10

What differentiates Freshchat from other similar products?

The interface and suit of suits coupled into one platform

What is your favorite aspect of this product?

Ticket management

What do you dislike most about this product?

Api integration feature is not available in the lower plan versions

What recommendations would you give to someone considering this product?

Best product in the market if it suits your budget

Pros

Helps Innovate
Reliable
Performance Enhancing
Enables Productivity

Cons

Slower Product Innovation
Less Efficient Service

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Freshchat

What is Freshchat?

Company Details

Need Assistance?

Awards & Recognition

Freshchat Ratings

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

+86 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

Integration With CRM The chatbot鈥檚 integration with the organization鈥檚 CRM would allow for customer information to be queried, once the customer鈥檚 identity has been verified.

Workflow Processing By leveraging the chatbot鈥檚 AI capabilities, the intelligent routing of data across an organization, based on pre-defined parameters of a workflow.

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

Natural Language Processing Allows chatbot to 鈥渦nderstand鈥� voice/text inputs relayed by a human in conversational vernacular, and be able to process & relay feedback in natural speech.

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.

Leads Generation The chatbot can take its interaction as input as a possible new sales lead, for follow-up by an organization鈥檚 business development office.

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.

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

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.

Wayfinding Allows the chatbot to act as a site鈥檚 search engine, in addition to a text-based search field, and have access to a service desk鈥檚 service catalog.

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

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

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.

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.

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.

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 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.

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.

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.

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.

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.

Also Featured in...

Conversational AI

Freshchat Reviews

Navneet S.

Easy to use and easily trainable with new users.

Likeliness to Recommend

Pros

Ravi K.

An array of features but not so easy to implement

Likeliness to Recommend

Pros

Cons

Yash J.

Good suit of products, love the automation feature

Likeliness to Recommend

Pros

Cons

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Title

1
Since last award

2
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3
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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