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Score 9.3 out of 101
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Score 7.3 out of 101

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Likelihood to Recommend

Amity

  • For success teams that are siloed, with a large stack to manage; it works amazingly
  • Or small teams
  • For Teams that may have a lot of revenue targets, it's hard
Janielle Loken profile photo

Freshchat

Freshchat is great if you don't want to spend additional time and money in setting up separate chat software for your team to use. The FAQs and canned responses are already integrated seamlessly. Additionally, agents can create their own private canned responses which my team loved. However, the inconsistent notifications and not being able to use it in Safari were no-gos for us. If a company had PCs only and didn't mind the inconsistent notifications, it would be alright for them.
Chianne Shepherd profile photo

Feature Rating Comparison

Security

Amity
8.0
Freshchat
Role-based user permissions
Amity
8.0
Freshchat

Platform & Infrastructure

Amity
9.5
Freshchat
API
Amity
10.0
Freshchat
Integration with Salesforce.com
Amity
9.0
Freshchat

Customer Data Extraction / Integration

Amity
9.0
Freshchat
Product usage
Amity
9.0
Freshchat
Help desk / support tickets
Amity
9.0
Freshchat

Customer Success Management

Amity
9.0
Freshchat
Customer profiles
Amity
10.0
Freshchat
Automated workflow
Amity
9.0
Freshchat
Internal collaboration
Amity
8.0
Freshchat
Customer health scoring
Amity
10.0
Freshchat
Customer segmentation
Amity
8.0
Freshchat

CSM Reporting & Analytics

Amity
8.0
Freshchat
Customer health trends
Amity
6.0
Freshchat
Engagement analytics
Amity
9.0
Freshchat
Revenue forecasting
Amity
7.0
Freshchat
Dashboards
Amity
10.0
Freshchat

Pros

  • Service
  • Data mapping
  • Displays data
Janielle Loken profile photo
  • Integrates with Freshdesk FAQs you've already created.
  • Integrates with canned responses you've already created.
  • Has a similar user experience to Freshdesk.
Chianne Shepherd profile photo

Cons

  • Some times it's too much customization
  • Better ways to take care of upsells
Janielle Loken profile photo
  • Inconsistent notifications - the chat notification works intermittently for agents. They don't always know they have a chat or that a customer responded.
  • Does not work in Safari browser. When I discussed with their support, they said just use another browser.
  • It is supposed to distribute chats based on ticket load, but it did not seem to do this fairly.
Chianne Shepherd profile photo

Alternatives Considered

Amity understands that we need more than views to manage a cuatomer... you have to have a CRM.
Janielle Loken profile photo
SnapEngage and LiveChat are both superior products to Freshchat. We actually decided to discontinue using Freshchat and go with another product that was more consistent with load balancing and notifications. Additionally, all other chat software we tested had more customizable features than Freshchat offered. Freshchat's only advantage was being built into Freshdesk.
Chianne Shepherd profile photo

Return on Investment

  • Faster churn indicators
Janielle Loken profile photo
  • Our customers love being able to live chat instead of call. This saves time.
  • Customers were frustrated when we didn't respond quickly due to the lack of notifications.
  • We did receive 55 positive surveys during the time we utilized chat.
Chianne Shepherd profile photo

Pricing Details

Amity

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Amity Editions & Modules
Amity
Additional Pricing Details

Freshchat

General
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$15*
1.  per Agent
Freshchat Editions & Modules
Freshchat
Edition
Blossom
$151
1. Per Agent
Additional Pricing Details