Freshchat vs. Zendesk Chat

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Freshchat
Score 8.6 out of 10
N/A
Freshchat is an AI-powered customer messaging software used by businesses of all sizes to offer digital-first customer service across various channels like WhatsApp, Apple Business Chat, Facebook Messenger, website, mobile app, and others. With the world moving towards contactless service, customers expect on-demand, personalised support on familiar channels that are easily accessible. This is where businesses can use Freshchat's messaging…
$15
Per Agent per month , billed annually
Zendesk Chat
Score 8.2 out of 10
N/A
Zendesk Chat (formerly Zopim) is a live chat tool developed by the Singaporean company also called Zopim, acquired by Zendesk in April 2014.
$11.20
per month
Pricing
FreshchatZendesk Chat
Editions & Modules
Growth
$15
Per Agent per month , billed annually
Pro
$39
Per Agent per month , billed annually
Enterprise
$69.00
Per Agent per month , billed annually
Lite
$0
per user
Basic
$14
per user
Advanced
$25
per user
Premium
$55
per user
Offerings
Pricing Offerings
FreshchatZendesk Chat
Free Trial
YesYes
Free/Freemium Version
YesYes
Premium Consulting/Integration Services
YesNo
Entry-level Setup Fee$15 per AgentOptional
Additional DetailsThe pricing above is price per user per month. You will get a discount when you opt for annual payment.
More Pricing Information
Community Pulse
FreshchatZendesk Chat
Considered Both Products
Freshchat
Chose Freshchat
We reviewed Zendesk with Freshdesk, but decided to stick with Freshdesk as it works better with our platform.
Chose Freshchat
Its easy to use and its very friendly. It requires very less time to train staff on it. Easy to track work and manage work on it. It is integrated with other tools which we can use use to chats done by the agents for their audit purposes. Loved working on it.
Chose Freshchat
As an organization which has used over 5-6 customer Live Chat softwares, it becomes easy to tell which software can be used for which situation.
tawk.to is great in terms of ease of use, setup, dashboard and customer support. Intercom is great in terms of features like …
Zendesk Chat

No answer on this topic

Top Pros

No answers on this topic

Top Cons

No answers on this topic

Best Alternatives
FreshchatZendesk Chat
Small Businesses
Gist
Gist
Score 9.6 out of 10
Gist
Gist
Score 9.6 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
FreshchatZendesk Chat
Likelihood to Recommend
9.0
(24 ratings)
9.0
(18 ratings)
Likelihood to Renew
9.5
(2 ratings)
8.0
(1 ratings)
Usability
9.0
(1 ratings)
-
(0 ratings)
Support Rating
9.0
(1 ratings)
8.4
(3 ratings)
Implementation Rating
9.0
(1 ratings)
-
(0 ratings)
User Testimonials
FreshchatZendesk Chat
Likelihood to Recommend
Freshworks Inc
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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Zendesk
Zendesk Chat is suited for all the support teams that provide real-time assistance. Like if someone wants to block the debit/credit card, it is a high-priority case that needs real-time assistance. Whereas issues like close my account, and invoice request doesn't need real-time assistance, where Zendesk tickets support will be perfect.
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Pros
Freshworks Inc
  • Freshchat has been offering best-in-class chatbots that primarily focus on intent and engagement.
  • It is quite proactive and has rich media campaigns to segment and target audiences.
  • Freshchat is also one of my favorite software because it offers seamless integration with apps.
Read full review
Zendesk
  • Extremely fluid chat interface allows for easy communication.
  • It can be used directly on a website page or as a widget.
  • Allows the end user to translate the chat into their own native language.
  • Notifies you with pending chats via on-screen notifications and sound effects.
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Cons
Freshworks Inc
  • Bot communications used to take time to appear, but this was fixed recently and we are now more than satisfied to use it.
  • The initial process of setting up a Freshchat account is a long one.
  • The billing is per member/month which can get expensive fast.
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Zendesk
  • Linking with a telephone, so the agent is only working on 1 channel at a time
  • More simplified way to create and use templates
  • Link users who may have provided us a new/different email from what we have on file for them
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Likelihood to Renew
Freshworks Inc
Because all my work is based on fresh disk
Read full review
Zendesk
Due to staffing issues, we have temporarily stopped offering chat as an available channel. We're also interested in the best ways to integrate chat with our FAQs and AI to provide quick responses, either during off-hours or prior to speaking with a live agent. I've also found that reporting is rather limited where some of the interesting and useful data made available and visible during the chat cannot be pulled post-chat; it would be great to pull a high-level report so we can analyze this data.
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Usability
Freshworks Inc
I think this is the best evaluation in my opinion
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Zendesk
No answers on this topic
Support Rating
Freshworks Inc
I think this is the right assessment in my opinion
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Zendesk
Getting assistance and/or troubleshooting anything with Zendesk can be quite frustrating. In my years of experience with Zednesk, I have almost never found the answer to my question without going through multiple articles, ultimately getting frustrated and reaching out to our contact for more assistance. So for a consumer, the support is not as relieving as Zendesk Chat is to our customers in getting the questions answered by us.
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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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Zendesk
No answers on this topic
Alternatives Considered
Freshworks Inc
I have not used other messaging apps like Freshchat messaging. I did look at other options when evaluating if I would use Freshchat and it was apparent that Freshchat was the most cost-effective option with the highest potential for customization and the most features that would assist our customer service team the best.
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Zendesk
I prefer Zendesk Chat (formerly Zopim) over Talkdesk, as it provides customers with written proof of their conversation and customers are able to rate the conversation once it is done. Also, it's easier to find a previous conversation in Zendesk Chat (formerly Zopim) than in Talkdesk.
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Return on Investment
Freshworks Inc
  • Freshchat makes it convenient for me to have a presence on Social Media Platforms like Facebook, WhatsApp and Telegram and respond to messages from these platforms from a single Freshchat dashboard.
  • Freshchat is a very reliable platform.
  • The platform has helped me in addressing the business problem of relying on poor modes of communication that delay the execution and resolving issues plaguing with our customers.
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Zendesk
  • Positive impact - Compared to our old system, this newly updated system provides features and functionality that has increased our agent productivity and provided customer insight like we've never had before. This has resulted in fewer hold times and higher customer satisfaction.
  • Negative impact - Our reporting team still struggles with obtaining the right information from time to time with the chats. This leads to loss of productivity and more resources dedicated to reporting.
  • Positive impact - Due to Zopim's embed, we are able to more successfully place them on the appropriate self-service portals and pages, reaching a larger audience, and being more readily available to answer our client's questions. This has resulted in an increase in our self-service portal usage, driving down the phone and email support channels, which in turn reduces support costs.
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ScreenShots

Freshchat Screenshots

Screenshot of Team InboxScreenshot of MarketplaceScreenshot of Chatbots

Zendesk Chat Screenshots

Screenshot of How Zopim Chat Widget looks on the website.Screenshot of This is how the chat window looks like to your visitorsScreenshot of This is a screenshot of the visitor list.Screenshot of