What users are saying about
51 Ratings
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Score 8.7 out of 100
6 Ratings
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Score 6.4 out of 100

Likelihood to Recommend

Freshdesk Messaging (Formerly Freshchat)

I would recommend Freshchat because it is very handy when it comes to handling and operating with a small team. I have always had a pretty smooth messaging experience with Freshchat and this is the basic reason why I am vouching for the product. In my opinion, it greatly helps in the promotion of brands due to amazing tracking features which help in telling your performance and facilitates in identifying the adequate leads for the brand, which in my opinion is extremely beneficial in the long run.
Nick Salerno | TrustRadius Reviewer

UserIQ

Well suited for adding user-walkthroughs to your app or in-app experiences. This is where it shines over something like Google Analytics. Also strong in measuring account/user health since both can be tracked down to a user level. Weaker with advanced data analysis as they're missing some features that are really helpful in making UX and other product decisions. Better in B2B than B2C because of their pricing model.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Security

Freshdesk Messaging (Formerly Freshchat)
UserIQ
9.0
Role-based user permissions
Freshdesk Messaging (Formerly Freshchat)
UserIQ
9.0

Platform & Infrastructure

Freshdesk Messaging (Formerly Freshchat)
UserIQ
9.0
API
Freshdesk Messaging (Formerly Freshchat)
UserIQ
8.0
Integration with Salesforce.com
Freshdesk Messaging (Formerly Freshchat)
UserIQ
8.0

Customer Data Extraction / Integration

Freshdesk Messaging (Formerly Freshchat)
UserIQ
7.8
Product usage
Freshdesk Messaging (Formerly Freshchat)
UserIQ
7.5
Help desk / support tickets
Freshdesk Messaging (Formerly Freshchat)
UserIQ
8.0

Customer Success Management

Freshdesk Messaging (Formerly Freshchat)
UserIQ
7.4
NPS surveys
Freshdesk Messaging (Formerly Freshchat)
UserIQ
9.5
Customer profiles
Freshdesk Messaging (Formerly Freshchat)
UserIQ
9.0
Automated workflow
Freshdesk Messaging (Formerly Freshchat)
UserIQ
8.5
Internal collaboration
Freshdesk Messaging (Formerly Freshchat)
UserIQ
1.0
Customer health scoring
Freshdesk Messaging (Formerly Freshchat)
UserIQ
8.5
Customer segmentation
Freshdesk Messaging (Formerly Freshchat)
UserIQ
8.0

CSM Reporting & Analytics

Freshdesk Messaging (Formerly Freshchat)
UserIQ
7.3
Customer health trends
Freshdesk Messaging (Formerly Freshchat)
UserIQ
7.0
Engagement analytics
Freshdesk Messaging (Formerly Freshchat)
UserIQ
8.0
Dashboards
Freshdesk Messaging (Formerly Freshchat)
UserIQ
7.0

Pros

Freshdesk Messaging (Formerly Freshchat)

  • Freshchat has a well designed user interface which makes it easy to use for all users.
  • It is simple for everyone to use.
  • Freshchat has all the amazing features of contacting the customers in all-new ways to get more conversions and leads through communicating with them effectively.
Carol Aleman | TrustRadius Reviewer

UserIQ

  • Customer service is excellent.
  • Once you get the hang out using the walkthroughs, they are really beneficial.
  • Running reports of users on surveys!
Bridgette Reynolds | TrustRadius Reviewer

Cons

Freshdesk Messaging (Formerly Freshchat)

  • 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.
Elizabeth Cassidy | TrustRadius Reviewer

UserIQ

  • Adding Heat mapping/Scroll tracking/Live user session viewing - I think this could give me further options for segmentation and give me higher visibility of where customers may be facing difficulties when creating further in-app messaging.
Esther Kim | TrustRadius Reviewer

Alternatives Considered

Freshdesk Messaging (Formerly Freshchat)

I have a lot of software already in my organization which we are using to handle different processes in the organization, Freshchat easily gets integrated with them and gives me all in one platform to manage all of my activities on one platform which is great help for me. It is designed on such a great module that it can easily integrate with any other software.
Bella Castilla | TrustRadius Reviewer

UserIQ

We use both for different reasons. GA is our primary customer usage product in our b2c apps since it's pricing is not restrictive by number of users. The dashboards and metrics tracked in user IQ are more accessible and you're able to track at the feature level much easier. Both have a lot to be desired on user journey tracking. User IQ also does a much better job of tracking by account and user.Mouseflow has hotspots that are divorced from tagged features. This is a really valuable feature that UserIQ is missing. Mouseflow also shows recordings of user sessions so you can get a sense of journeys. Neither product above has user-walkthroughs built in. UserIQ's NPS and other campaign features are very valuable. In some scenarios, we use Google Tag Manager and some custome developed components in lieu of a UserIQ campaign. Campaigns are generally more user-friendly and require little to no dev resources while custom components and (sometimes GTM) require development help
Anonymous | TrustRadius Reviewer

Return on Investment

Freshdesk Messaging (Formerly Freshchat)

  • Freshchat incorporates with other informing and helps work area stages, including conspicuous suppliers like Zendesk, Slack, and Facebook Messenger.
  • Straightforward information investigation - Freshchat furnishes us with information measurements and examination in a streamlined and straightforward style, helpful for everybody to process, including individuals without an information investigation foundation.
  • It is a cost effective platform.
Maria Coelho | TrustRadius Reviewer

UserIQ

  • NPS delivered great insight into our customer base but was not the sole purpose of our purchase. We actually wanted an increase in user adoption rates which were not accomplished through our walkthroughs.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Freshdesk Messaging (Formerly Freshchat)

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$15

Freshdesk Messaging (Formerly Freshchat) Editions & Modules

Edition
Growth$151
Pro$391
Enterprise$69.001
  1. Per Agent per month , billed annually
Additional Pricing Details

UserIQ

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

UserIQ Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshdesk Messaging (Formerly Freshchat)
9.0
UserIQ
7.5

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