Freshchat vs. Freshsuccess

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Freshchat
Score 8.6 out of 10
N/A
A solution to engage customers with smarter conversations on any channel, designed so support, marketing, sales, and even bots to have conversations at scale with customers.
$0
per month free for up to 10 agents
Freshsuccess
Score 7.3 out of 10
N/A
Freshsuccess (based on technology acquired by Natero by Freshworks in May 2019) is designed to help Customer Success Managers prevent churn, increase account expansion, and manage more customers with less effort. The vendor says features include: Customer 360 - See customer emails, chats, meetings, support tickets, billing history, and product usage, in one place. Predictive Alerts - Predict which customers are likely to churn, convert, or expand their…
$79
per month
Pricing
FreshchatFreshsuccess
Editions & Modules
Growth
$19
per month (billed annually) per agent
Pro
$49
per month (billed annually) per agent
Enterprise
$79
per month (billed annually) per agent
Estate
$79 billed annually
per month per user
Estate
$95 billed monthly
per month per user
Forest
$129 billed annually
per month per user
Forest
$150 billed monthly
per month per user
Offerings
Pricing Offerings
FreshchatFreshsuccess
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeOptionalNo setup fee
Additional Details
More Pricing Information
Community Pulse
FreshchatFreshsuccess
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
FreshchatFreshsuccess
Chat Analytics and Reports
Comparison of Chat Analytics and Reports features of Product A and Product B
Freshchat
6.7
10 Ratings
25% below category average
Freshsuccess
-
Ratings
Chat history and transcripts7.310 Ratings00 Ratings
Chat reporting6.310 Ratings00 Ratings
Chat and web analytics6.59 Ratings00 Ratings
Security
Comparison of Security features of Product A and Product B
Freshchat
-
Ratings
Freshsuccess
10.0
5 Ratings
11% above category average
Role-based user permissions00 Ratings10.05 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
Freshchat
-
Ratings
Freshsuccess
7.1
6 Ratings
20% below category average
API00 Ratings7.25 Ratings
Integration with Salesforce.com00 Ratings7.26 Ratings
Integration with Marketo00 Ratings7.01 Ratings
Integration with Eloqua00 Ratings7.01 Ratings
Customer Data Extraction / Integration
Comparison of Customer Data Extraction / Integration features of Product A and Product B
Freshchat
-
Ratings
Freshsuccess
8.6
6 Ratings
3% below category average
Product usage00 Ratings8.16 Ratings
Help desk / support tickets00 Ratings9.15 Ratings
Customer Success Management
Comparison of Customer Success Management features of Product A and Product B
Freshchat
-
Ratings
Freshsuccess
7.1
6 Ratings
19% below category average
NPS surveys00 Ratings7.02 Ratings
Sponsor tracking00 Ratings7.01 Ratings
Customer profiles00 Ratings7.15 Ratings
Automated workflow00 Ratings8.06 Ratings
Internal collaboration00 Ratings5.35 Ratings
Customer health scoring00 Ratings8.16 Ratings
Customer segmentation00 Ratings7.25 Ratings
CSM Reporting & Analytics
Comparison of CSM Reporting & Analytics features of Product A and Product B
Freshchat
-
Ratings
Freshsuccess
7.4
6 Ratings
14% below category average
Customer health trends00 Ratings9.16 Ratings
Engagement analytics00 Ratings7.06 Ratings
Revenue forecasting00 Ratings4.44 Ratings
Dashboards00 Ratings9.16 Ratings
Best Alternatives
FreshchatFreshsuccess
Small Businesses
Gist
Gist
Score 9.6 out of 10
ChurnZero
ChurnZero
Score 9.1 out of 10
Medium-sized Companies
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Enterprises
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Gainsight CS
Gainsight CS
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
FreshchatFreshsuccess
Likelihood to Recommend
8.4
(34 ratings)
6.3
(6 ratings)
Likelihood to Renew
8.2
(3 ratings)
-
(0 ratings)
Usability
7.2
(10 ratings)
-
(0 ratings)
Availability
7.3
(1 ratings)
-
(0 ratings)
Performance
7.3
(1 ratings)
-
(0 ratings)
Support Rating
5.9
(3 ratings)
-
(0 ratings)
Implementation Rating
7.3
(2 ratings)
-
(0 ratings)
Configurability
4.5
(1 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
4.5
(1 ratings)
-
(0 ratings)
Ease of integration
7.3
(1 ratings)
-
(0 ratings)
Product Scalability
4.5
(1 ratings)
-
(0 ratings)
Professional Services
4.5
(1 ratings)
-
(0 ratings)
Vendor post-sale
8.2
(1 ratings)
-
(0 ratings)
Vendor pre-sale
8.2
(1 ratings)
-
(0 ratings)
User Testimonials
FreshchatFreshsuccess
Likelihood to Recommend
Freshworks Inc
It is best suited for having 24-hour support, where customers can interact easily, even using their phones, to raise concerns or inquire about information. This makes it easier than going through the documents portal as a source of knowledge or sending emails for worries. However, it can be less appropriate for scenarios when you need more formal communication, like emails, and when proper documentation is necessary.
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Freshworks Inc
Any SaaS company that needs to measure and track the health of client and user accounts will find the data provided by Natero extremely useful. If you have a support team that is tracking tickets, to-do-lists, etc. across different platforms, you'll be happy to know that you can consolidate most of those existing workflows into Natero, making this a single platform for your CES team to keep things running smoothly.
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Pros
Freshworks Inc
  • Real time customer support. During busy times all our available agents can jump on and handle large volume of customer interactions.
  • Automations and canned response features. With automation we can greet our customers the moment a chat gets assigned to an agent letting customers know they are being attended to similarly canned response helps us use templates for generic and commonly asked questions.
  • Dashboards and analytics. Freshchat's ability to build customized dashboards and analyze performance in a granular level helps us monitor workload and manage performance effectively.
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Freshworks Inc
  • Love the accounts view to see all my accounts, their health and some helpful stats!
  • The charting is relevant and detailed for customers to understand their usage of our product. The look and feel is very clean and easy to understand.
  • In the account, you can link to other documentation, which is great!
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Cons
Freshworks Inc
  • Freshchat is one of the best platforms, but still there are certain areas that require further improvement in order for the platform to become flawless.
  • I feel that the automated system in Freshchat is comparatively slow and due to this, it does not respond well according to all the requirements.
  • There are certain features in Freshchat which are not available for everyone and they can only be accessed by those who are paying the highest pricing tier.
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Freshworks Inc
  • Make set up more self-service. We are changing a lot of systems, and it was challenging to have to coordinate every item with Natero.
  • Automatically triggered emails based on certain usage.
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Likelihood to Renew
Freshworks Inc
Freshchat has met all our expectations and more. It has allowed our team to be more efficient with their time, field questions quickly, and escalate issues up the chain. We highly recommend freshchat as the perfect addition to anyone already using freshdesk or simply looking for a good solution for in app messaging.
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Freshworks Inc
No answers on this topic
Usability
Freshworks Inc
There is lot of thing that can be integrate work and tested. Based on our use case the product has helped us in various ways. Good product for others who want to test the business outcome for their own customer experience.
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Freshworks Inc
No answers on this topic
Reliability and Availability
Freshworks Inc
Freshchat has always been available when I needed to use it.
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Freshworks Inc
No answers on this topic
Performance
Freshworks Inc
Freshchat always loads quickly and communication is quickly sent and received.
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Freshworks Inc
No answers on this topic
Support Rating
Freshworks Inc
The experience we had in past for lets say 4-5 months with the support team and our TAM was really helpful. The changes in the bot flow has helped our bot to ensure we connect with customer easily.
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Freshworks Inc
No answers on this topic
Implementation Rating
Freshworks Inc
I hope to show new users data because this can save a lot of time
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Freshworks Inc
No answers on this topic
Alternatives Considered
Freshworks Inc
Messaging across mediums - Freshchat integrates with majority of mainstream instant messaging apps. Like Facebook messenger, Telegram and WhatsApp . This makes it convenient for us to have a presence on the above-mentioned platforms and respond to messages from these platforms from a single Freshchat dashboard.its good app Freshdesk Messaging help me to contact the customer and contact the customer to inform my problem to solve it and is a good app and help full app and its easy to use uncomplicated and Freshdesk Helps me provide good quality to the customer and make customer feedback good for a company
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Freshworks Inc
I highly recommend and prefer using Salesforce over Natero. Salesforce allows me to pull in as many fields into a report as I would like, compared to 14 different fields into Natero. I am able to view and make changes to information much quicker than Natero. I like Salesforce much more.
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Contract Terms and Pricing Model
Freshworks Inc
Did not help with the purchase
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Freshworks Inc
No answers on this topic
Scalability
Freshworks Inc
We only implemented the product in 1 way so I cant speak to this.
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Freshworks Inc
No answers on this topic
Professional Services
Freshworks Inc
Did not use
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Freshworks Inc
No answers on this topic
Return on Investment
Freshworks Inc
  • From the positive effect of working on it, it helps employees to speed up their thinking and writing.
  • One of the positive effects of our clients is that their problems are solved easily and quickly.
  • Each employee knows how many of his chats have been resolved.
  • There is no negative effect in general.
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Freshworks Inc
  • Visibility - We can now see in one place the many dimensions of customer health
  • Focus - Knowing who is in trouble and how that affects the business means teams can focus on key accounts
  • Insight - Natero shows the effectiveness of common actions, therefore we can improve processes over time
Read full review
ScreenShots

Freshchat Screenshots

Screenshot of Channel Freedom: The interface to engage customers on the channel of their choiceScreenshot of Unified Agent Workspace: Equips agents to deliver personalization at scaleScreenshot of Admin and Analytics: These drive informed decisions to help business scale

Freshsuccess Screenshots

Screenshot of Screenshot of Screenshot of Screenshot of