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Freshchat

Freshchat
Formerly Freshdesk Messaging

Overview

What is Freshchat?

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.

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Recent Reviews

the hulk app

10 out of 10
January 04, 2022
Prior to Freshdesk Messaging, Fantastic Services used a custom-built live chat platform. However, the sales and customer service teams …
Continue reading
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

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Pricing

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Growth

$19

Cloud
per month (billed annually) per agent

Pro

$49

Cloud
per month (billed annually) per agent

Enterprise

$79

Cloud
per month (billed annually) per agent

Entry-level set up fee?

  • Setup fee optional
For the latest information on pricing, visithttps://www.freshworks.com/customer…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Starting price (does not include set up fee)

  • $23 per month per user
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Product Details

What is Freshchat?

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.

Freshchat Features

Chat Automation Features

  • Supported: Real-time messaging
  • Supported: Chat notifications
  • Supported: Prospecting
  • Supported: Chat-based scheduling
  • Supported: Ticketing system
  • Supported: Third-party integrations
  • Supported: Chat widgets
  • Supported: Chat sentiment analysis
  • Supported: Chat transfer

Chat Analytics and Reports Features

  • Supported: Chat history and transcripts
  • Supported: Chat reporting
  • Supported: Chat and web analytics

Freshchat Video

Running a business on messaging | Freshchat

Freshchat Competitors

Freshchat Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationMobile Web
Supported CountriesAll
Supported LanguagesCatalan, 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

Frequently Asked Questions

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.

Freshchat starts at $23.

LivePerson Conversation Cloud (LiveEngage), Zendesk Suite, and Intercom are common alternatives for Freshchat.

The most common users of Freshchat are from Enterprises (1,001+ employees).
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Comparisons

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Reviews and Ratings

(77)

Attribute Ratings

Reviews

(1-2 of 2)
Companies can't remove reviews or game the system. Here's why
January 06, 2022

The best way to communicate

MA
mohammed abbas
Palm City
talabat (Consumer Services, 5001-10,000 employees)
Score 9 out of 10
Vetted Review
Verified User
Use Cases and Deployment Scope
Dealing with delivery drivers to solve their problems
Pros and Cons
  • Talk to delivery drivers to solve order issues
  • Know the status of the delivery driver
  • You can add information about the sender
Likelihood to Recommend
The delivery driver’s bag may not be enough for the request, so he starts using the program to contact me to add another driver
Most Important Features
  • Enable access to users by search
Return on Investment
  • It provides assistance in completing the work
  • It helps in maintaining the proper completion of work by communicating to find out the problems and trying to solve them and making sure that this is completed
Alternatives Considered
I haven't used any products like Freshdesk Messaging
Other Software Used
Users and Roles
1000
dispatch
customer care

Support Headcount Required
2
Show new users data
Business Processes Supported
  • Delivery drivers support
  • Indirect customer support assistance
  • Solve orders problems
  • Indirect seller support
Innovative Uses
  • Determine the order number
  • Close the chat depending on the reason
Future Planned Uses
  • Seller support to save the order
Likelihood to Renew
9
The problems we encounter when using are solved, but it takes a lot of time
Products Replaced
Not Sure
Key Differentiators
  • Product Usability
Compatibility of the product with the needs
Evaluation Lessons Learned
I am not sure about this
Implementation Details / Implementation Partner
  • Implemented in-house
Implementation Phases
Yes
Vocational training Usage tests Regulated use Review and rate for use
Implementation Issues
  • Failure to receive messages or delay in arriving
  • No sound for notifications
Implementation Rating
9
I hope to show new users data because this can save a lot of time
Support Rating
9
I think this is the right assessment in my opinion
Premium Support
no It is not in my power
Bug Resolution
Yes
It was resolved to my satisfaction but not in time That took a lot of time
Exceptional Examples of Freshchat Support
I am not sure of the answer to this question
Usability
9
I think this is the best evaluation in my opinion
Easy Tasks
  • Candles
Difficult Tasks
  • chat closer
Mobile Interface Availability and Impressions
Yes, but I don't use it
June 14, 2021

An incredible tool to provide awesome customer support

Verified User
C-Level Executive in Corporate
Education Management Company, 11-50 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
As an Ed-Tech Start-up, we provide courses on various topics like App development, website development (Frontend and Backend), Cloud, graphic designing, UI/UX, and many more. For us, client satisfaction is a prime motto, and solving their issues, helping them in their difficulties is necessary. Earlier the clients (mainly students, speakers and instructors) used to contact us via email or, in urgent cases, call us. While calling resolves issues immediately, the problem with the calling feature was we used to get a lot of spam calls. It wasted our time and also reduced the chances so solving important issues. The next option was through email, where we wanted to solve issues immediately. But with a large no of queries, and solving them manually becomes a tedious task, we wanted something that could give [us an] instant solution and which can help us separate spam messages from the relevant ones. That is when we started using tools like Freshchat, Intercom, Tawk and Live Chat
Pros and Cons
  • User friendly interface and is easy to learn and use
  • Helps in promoting your brand
  • Friendly and knowledgeable Customer Support Representative
  • Helps in supporting clients, without juggling between multiple apps
  • Works well for small teams
  • When working on automation feature, there are few issues
  • Bot features aren't up to mark when compared to competitors
  • No option to filter messages by time, searching conversation takes time
  • Certain important features are only available to the highest pricing tier
Likelihood to Recommend
It becomes very handy when operating with a small team. With its simple and easy to understand/use interface, even beginners can learn it within sometime. It has a smooth messaging experience, like you can collect feedbacks, customer details, appoint the right agents [HR team, Marketing team] based on the type of queries. It also helps in promotion of brand, with cool tracking features, which will tell your performance [website analytics], which helps in identifying the appropriate leads for the brand. Freshchat's dashboard is really amazing.
Most Important Features
  • Helps in brand promotion, website tracking
  • Amazing Dashboard, with really helpful features
  • Very useful for small teams, and for beginners to learn
  • Friendly and knowledgeable customer support
Return on Investment
  • With the ability to promote brand and provide key analytics, it has helped us identify key leads for our products
  • It has helped us reduce the time for solving queries, and improved rate at which queries are solved.
  • Helps customers navigate even when no agent has been assigned
Alternatives Considered
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 notification, targeted emails and database. Live Chat is again useful in terms of ease of use, setup, admin usage and quality of support. Zendesk is mainly used by Mid-market businesses (due to its pricing) though I won't say start-ups don't use, since we had the opportunity to use it for over 6-8 months.
Other Software Used
tawk.to, LiveChat, Zendesk Chat (formerly Zopim), Intercom
Products Replaced
Yes
We have used over 5-6 Live Chat softwares, just to get a better idea of which one actually works well for our business. We have two websites [two different products] and both of them have used different chat software. Fresh chat has been in use for a very long time, in fact I have used it in one of my previous organizations too.
Key Differentiators
  • Product Features
  • Product Usability
  • Prior Experience with the Product
One of the most important factor of choosing a new product is whether it matches your criteria and usage. Can it help you solve the existing issues from other products in use. Although I was not involved in the selection process, I think using Fresh chat has been a great experience and is really helpful.
Evaluation Lessons Learned
I was not involved in the selection criteria, but with my previous experience I would have also suggested Fresh chat to my team. It has done a great job and I feel everyone in my team also felt the same. Fresh chat can be a very handy tool for any customer support team and I think everyone must try it once.
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