55 Ratings
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Score 8.6 out of 100
77 Ratings
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Score 8.5 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

Zendesk Chat

It is well suited in the following scenarios - to create a Zendesk ticket that automatically saves a copy of the chat's transcript in the Zendesk ticket, to track timestamps associated with the chat, for agents to understand what page the customer is on when they initiate their chat, and for agents to proactively reach out to customers who have been visiting a certain webpage for an extended period of time. It is less appropriate in the following scenarios - to truly capture the chatters' identity, especially when the chatter enters a different email address than what we have on file for their existing Zendesk profile, and for agents to be available on both chat and phone, but in a way that they are not taking a new phone call while they are on a chat and vice versa. I'd also like the ability to pull a report that summarizes from which webpage chats are being initiated overall. This way we could understand where we may need to improve our messaging, etc.
Anonymous | TrustRadius Reviewer

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

Zendesk Chat

  • 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.
Anonymous | 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

Zendesk Chat

  • Agent administration is severely lacking in Zopim. I would love for my agents to have different roles which give them access to some of the features and functionality, but not all of it. At this time it seems like they either have all or none.
  • Although Zopim provides a vast array of options for its chat capabilities, only the elite plan has the ability to change every portion of its design. I wish that it wouldn't cost so much to access those premium features.
  • Zopim reporting is very hard to retrieve unless you have the highest plan. Agents cannot access reporting unless they are admins. The reporting information is not as robust as it should be.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Freshdesk Messaging (Formerly Freshchat)

No score
No answers yet
No answers on this topic

Zendesk Chat

Zendesk Chat 8.0
Based on 1 answer
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.
Anonymous | TrustRadius Reviewer

Support Rating

Freshdesk Messaging (Formerly Freshchat)

No score
No answers yet
No answers on this topic

Zendesk Chat

Zendesk Chat 7.9
Based on 3 answers
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.
Shea Mworia | 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

Zendesk Chat

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.
Antora Debnath | 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

Zendesk Chat

  • It is easy to use with no technical knowledge and has helped in providing after-sales service to clients.
  • Also helped in generating more sales by interacting with prospects and solving their doubts and issues
  • We also used it for data analytics to understand the various people who visited our website with various queries. We analyzed a few of them and created FAQs on our website
Tanika Chhabra | 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

Zendesk Chat

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
Optional
$0

Zendesk Chat Editions & Modules

Edition
Lite$01
Basic$141
Advanced$251
Premium$551
  1. per user
Additional Pricing Details
The pricing above is price per user per month. You will get a discount when you opt for annual payment.

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