Freshchat vs. Infobip

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Freshchat
Score 8.4 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
Infobip
Score 8.3 out of 10
N/A
Infobip headquartered in London offers a CPaaS designed to bridge IT and Telecoms, powering enterprises with omnichannel communication and user authentication options for a global user base.N/A
Pricing
FreshchatInfobip
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
No answers on this topic
Offerings
Pricing Offerings
FreshchatInfobip
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
FreshchatInfobip
Features
FreshchatInfobip
Chat Analytics and Reports
Comparison of Chat Analytics and Reports features of Product A and Product B
Freshchat
7.3
18 Ratings
18% below category average
Infobip
-
Ratings
Chat history and transcripts7.818 Ratings00 Ratings
Chat reporting7.118 Ratings00 Ratings
Chat and web analytics7.115 Ratings00 Ratings
Best Alternatives
FreshchatInfobip
Small Businesses
Gist
Gist
Score 9.6 out of 10
Telegram
Telegram
Score 8.7 out of 10
Medium-sized Companies
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Telegram
Telegram
Score 8.7 out of 10
Enterprises
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Telegram
Telegram
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
FreshchatInfobip
Likelihood to Recommend
8.3
(42 ratings)
8.0
(2 ratings)
Likelihood to Renew
8.2
(4 ratings)
8.0
(1 ratings)
Usability
8.3
(18 ratings)
7.0
(1 ratings)
Availability
7.3
(1 ratings)
-
(0 ratings)
Performance
7.3
(1 ratings)
-
(0 ratings)
Support Rating
5.9
(3 ratings)
9.0
(1 ratings)
Implementation Rating
7.3
(2 ratings)
8.0
(1 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
FreshchatInfobip
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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Infobip
OpenMarket is well suited to support enterprise SMS at scale, with a wholesale and flexible solution. Their provisioning team is great in terms of response time, and support for their products is deeply rooted in industry and technological understanding of SMS. OpenMarket would not be well suited for small companies just starting to test the waters with SMS in a low barrier way.
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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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Infobip
  • Trans SMS
  • WhatsApp for Business
  • Marketing automation
  • Dashboards
  • Great Customer Success team
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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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Infobip
  • OpenMarket does most things well. One thing they are missing is MMS capabilities on text enabled long numbers.
  • The portal for entering shortcode program briefs is kind of clunky, it would be nice is account managers took the Word document and imported it into the tool for clients.
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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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Infobip
Best customer success team. Newer channels to reach customers are quickly worked upon and implemented faster. Transparency with billing
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Usability
Freshworks Inc
I give it an 8 due to its usability. Yes, I had a few issues to begin with and needed some assistance from Freshchat agents, but considering this is something that is completely new to me, to set up what feels like a professional chat handling system complete with autobot within a day is really saying something I feel.
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Infobip
Infobip gradually introduces things sometimes which is difficult to implement
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Reliability and Availability
Freshworks Inc
Freshchat has always been available when I needed to use it.
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Infobip
No answers on this topic
Performance
Freshworks Inc
Freshchat always loads quickly and communication is quickly sent and received.
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Infobip
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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Infobip
- always available to provide support - don't have to raise tickets which goes in constant loop of not getting answered
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Implementation Rating
Freshworks Inc
I hope to show new users data because this can save a lot of time
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Infobip
A strong roadmap involving key stakeholders can help move things faster. Be clear with volume commitments for delivery channels.
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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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Infobip
As a top tier aggregator, OpenMarket requires contracts to utilize their services, whereas other SaaS providers allow users to signup and start sending within a shorter amount of time. The benefit of using OpenMarket is the relationship, and the SLAs in availability they maintain. Other aggregators offer equal levels of service, so there are other shops in town selling the same thing with the same reliability.
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Contract Terms and Pricing Model
Freshworks Inc
Did not help with the purchase
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Infobip
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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Infobip
No answers on this topic
Professional Services
Freshworks Inc
Did not use
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Infobip
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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Infobip
  • OpenMarket has had a positive effect on our business in terms of providing a low-cost bulk SMS and MMS solution.
  • We are able to provide enterprise level SMS services in a reliable and cost-effective way.
  • Our business objective to have high availability, and connections with top tier aggregators is supported by our relationship with OpenMarket.
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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