Freshchat vs. Salesforce Einstein Bots

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
Einstein Bots
Score 7.8 out of 10
N/A
Salesforce' Einstein Bots provide customers with intelligent, self-service bots. Requires Service UE or Digital Engagement. It is a self-service solution and add-on to the Salesforce Service Cloud, and is available with a Enterprise or Unlimited edition.
$50
per month per 100 conversations
Pricing
FreshchatSalesforce Einstein Bots
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
FreshchatEinstein Bots
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeOptionalNo setup fee
Additional Details
More Pricing Information
Features
FreshchatSalesforce Einstein Bots
Chat Analytics and Reports
Comparison of Chat Analytics and Reports features of Product A and Product B
Freshchat
6.7
9 Ratings
25% below category average
Salesforce Einstein Bots
-
Ratings
Chat history and transcripts7.49 Ratings00 Ratings
Chat reporting6.39 Ratings00 Ratings
Chat and web analytics6.48 Ratings00 Ratings
Best Alternatives
FreshchatSalesforce Einstein Bots
Small Businesses
Gist
Gist
Score 9.6 out of 10
Front
Front
Score 8.8 out of 10
Medium-sized Companies
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Enterprises
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
FreshchatSalesforce Einstein Bots
Likelihood to Recommend
8.4
(33 ratings)
6.4
(1 ratings)
Likelihood to Renew
8.2
(3 ratings)
-
(0 ratings)
Usability
7.3
(9 ratings)
-
(0 ratings)
Availability
7.3
(1 ratings)
-
(0 ratings)
Performance
7.3
(1 ratings)
-
(0 ratings)
Support Rating
4.6
(2 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
FreshchatSalesforce Einstein Bots
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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Salesforce
scenarios based on your experience where Salesforce Einstein Bots is well suited:
  • self service options on chat developments
scenarios where it is less appropriate
  • N/A
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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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Salesforce
  • Easily configured
  • Allow code
  • Integrates with Chat solution
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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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Salesforce
  • Allow bigger text messages
  • Be more clear when using html
  • Call other variables available in the org
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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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Salesforce
No answers on this topic
Usability
Freshworks Inc
There are a lot of option that I lack control over. I am unable to archive bots/Whatsapp numbers by myself, I need to reach out to support about this. Once the bot is set up, the interface is quite clear and easy to use. But for example we have several bots and the intent added on the articles for natural language training are not picked up automatically and need to be duplicated one by one. Also when having FAQs available to link during chat, every FAQ article needs to be opened manually and the settings need to be changed to have it available for the agents to suggest
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Salesforce
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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Salesforce
No answers on this topic
Performance
Freshworks Inc
Freshchat always loads quickly and communication is quickly sent and received.
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Salesforce
No answers on this topic
Support Rating
Freshworks Inc
I think this is the right assessment in my opinion
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Salesforce
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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Salesforce
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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Salesforce
No answers on this topic
Contract Terms and Pricing Model
Freshworks Inc
Did not help with the purchase
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Salesforce
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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Salesforce
No answers on this topic
Professional Services
Freshworks Inc
Did not use
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Salesforce
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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Salesforce
  • We were able to assist customers with the self service option, without wasting effort from a real CS advisor
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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