TrustRadius
https://media.trustradius.com/product-logos/3V/40/R0H89SKRG7TH.PNGFreshchat was not as fresh as we would have liked!Freshchat was used by our support team for about two months. It was included as part of our Freshdesk licensing, so we thought it would be great to offer as an additional support channel for our customers. It gave our customers the freedom to reach out to us while continuing to do whatever they are doing at that moment.,Integrates with Freshdesk FAQs you've already created. Integrates with canned responses you've already created. Has a similar user experience to Freshdesk.,Inconsistent notifications - the chat notification works intermittently for agents. They don't always know they have a chat or that a customer responded. Does not work in Safari browser. When I discussed with their support, they said just use another browser. It is supposed to distribute chats based on ticket load, but it did not seem to do this fairly.,5,Our customers love being able to live chat instead of call. This saves time. Customers were frustrated when we didn't respond quickly due to the lack of notifications. We did receive 55 positive surveys during the time we utilized chat.,SnapEngage and LiveChat,SnapEngage,1 to 5 peopleHappy to choose FreshchatWe use Freshchat to support our customers and assist them with bookings. It is used by the customer service department. The best feature that we liked about Freshchat was that there was an FAQ section that was very close to the chat option. This would allow our customers to browse through the FAQs before they decide to reach out to our customer service agent. Additionally, we were able to setup business hours and configure a bot to capture user details (email & mobile) when our agent is away. The look was smooth and it was easy to setup on both web and app.,Great Design Support for FAQs Compatible across apps and website Super easy to setup Setting business hours Smooth bot to capture user details Allow end-users to rate the response that they received and whether they were satisfied,AI bot functionality was still under development when we started. It is not a very mature product yet. It would be great if this was added to ease our manpower. Reporting could be done much better and more in-depth Support for react native apps could be improved. It often gives issues.,8,Inbound calls from customers has reduced Direct interactions have reduced by virtue of FAQs Due to a good design, our agents really enjoy answering customer queries.,Intercom,Freshdesk,1 to 5 people
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Freshchat
8 Ratings
Score 7.1 out of 101
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Freshchat Reviews

Freshchat
8 Ratings
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Score 7.1 out of 101

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Chianne Shepherd profile photo
February 22, 2019

Freshchat was not as fresh as we would have liked!

Score 5 out of 10
Vetted Review
Verified User
Review Source
Freshchat was used by our support team for about two months. It was included as part of our Freshdesk licensing, so we thought it would be great to offer as an additional support channel for our customers. It gave our customers the freedom to reach out to us while continuing to do whatever they are doing at that moment.
  • Integrates with Freshdesk FAQs you've already created.
  • Integrates with canned responses you've already created.
  • Has a similar user experience to Freshdesk.
  • Inconsistent notifications - the chat notification works intermittently for agents. They don't always know they have a chat or that a customer responded.
  • Does not work in Safari browser. When I discussed with their support, they said just use another browser.
  • It is supposed to distribute chats based on ticket load, but it did not seem to do this fairly.
Freshchat is great if you don't want to spend additional time and money in setting up separate chat software for your team to use. The FAQs and canned responses are already integrated seamlessly. Additionally, agents can create their own private canned responses which my team loved. However, the inconsistent notifications and not being able to use it in Safari were no-gos for us. If a company had PCs only and didn't mind the inconsistent notifications, it would be alright for them.
Read Chianne Shepherd's full review
Jitesh Dugar profile photo
March 09, 2018

Happy to choose Freshchat

Score 8 out of 10
Vetted Review
Verified User
Review Source
We use Freshchat to support our customers and assist them with bookings.

It is used by the customer service department. The best feature that we liked about Freshchat was that there was an FAQ section that was very close to the chat option. This would allow our customers to browse through the FAQs before they decide to reach out to our customer service agent. Additionally, we were able to setup business hours and configure a bot to capture user details (email & mobile) when our agent is away. The look was smooth and it was easy to setup on both web and app.
  • Great Design
  • Support for FAQs
  • Compatible across apps and website
  • Super easy to setup
  • Setting business hours
  • Smooth bot to capture user details
  • Allow end-users to rate the response that they received and whether they were satisfied
  • AI bot functionality was still under development when we started. It is not a very mature product yet. It would be great if this was added to ease our manpower.
  • Reporting could be done much better and more in-depth
  • Support for react native apps could be improved. It often gives issues.
Freshchat is among the best to use for customer service. Reasons already highlited -

1. Ease of use
2. Beautiful design
3. Customizations available
4. Ability to add FAQs
5. Simple AI bot
6. Setting business hours
7. Super easy to setup
8. Ability to capture customer ratings
9. View customer satisfaction score, etc.
10. Compatible across apps and website

Freshchat might be less appropriate when you want to use it for tracking customer tickets. In such cases, you could try Zendesk or Freshdesk.
Read Jitesh Dugar's full review

Freshchat Scorecard Summary

About Freshchat

Freshchat is a modern messaging software built for sales and customer engagement teams to talk to prospects and customers on the website, mobile app, or social pages. A leap from legacy live-chat, Freshchat helps businesses and its teams focus on a continuous and context-driven messaging experience.

According to the vendor, key benefits include the ability to:

  1. Convert website visitors into leads with advanced event-targeting messaging

  2. Automate lead capture, validate responses, and auto-upload leads into the CRM with bots

  3. Send contextual messages with events timeline, messaging history, user information, and link to social profiles

  4. Use SmartPlugs to pull data from external tools like order management systems or CRM apps

  5. Onboard, retain, and re-engage users inside the product with in-app campaigns

  6. Categorize conversations into topic based channels to keep messages continuous and accessible

  7. Help from inside the messenger with an integrated FAQ section, search bar, and support in 30+ languages

Categories:  Customer Success,  Live Chat

Freshchat Features

Has featureTriggered Messages
Has featureIn-app campaigns
Has featureBot
Has featureCRM Integration
Has featureEvents and User proporties
Has featurePeople Segmentation
Has featureIntelliAssign
Has featureCSAT
Has featureReal Time Dashboard

Freshchat Screenshots

Freshchat Integrations

Slack, Freshsales, Zendesk, Facebook, Clearbit

Freshchat Competitors

Pricing

Has featureFree Trial Available?Yes
Has featureFree or Freemium Version Available?Yes
Has featurePremium Consulting/Integration Services Available?Yes
Entry-level set up fee?Optional
EditionPricing DetailsTerms
Blossom$15Per Agent

Freshchat Support Options

 Free VersionPaid Version
Phone
Live Chat
Email
Forum/Community
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

Freshchat Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Mobile Web
Supported Countries:All
Supported Languages: Catalan, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, German, English, Estonian, Finnish, French, Hungarian, Indonesian, Italian, Korean, Latvian, Norwegian, Polish, Portuguese (BR), Portuguese/Portugal, Romanian, Russian, Slovak, Slovenian, Spanish (Latin America), Spanish, Swedish, Thai, Turkish, Vietnamese