Freshdesk Messaging (Formerly Freshchat)

Freshdesk Messaging (Formerly Freshchat) Reviews

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Ratings and Reviews
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Nick Salerno | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
This is a great live chat software for businesses of all sizes. Moreover, Freshchat includes all modern features that entirely transform your customer experience and also helps in toning your business. Altogether, the end-user experience is great because it is very smooth and streamlined. Also, the support team of Freshchat is always responsible for any type of query. I am [receiving] fantastic services from this tool because it is a completely reliable tool.
  • 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.
  • Freshchat is one of the best platforms, but still there are certain areas that require further improvement in order for the platform to become flawless.
  • I feel that the automated system in Freshchat is comparatively slow and due to this, it does not respond well according to all the requirements.
  • There are certain features in Freshchat which are not available for everyone and they can only be accessed by those who are paying the highest pricing tier.
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.
Francis Cook | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Freshchat is an award winning platform for engaging with clients and stakeholders that we adeptly use in our organization to enhance the way we serve our customers and resolve their issues. The platform is reliable and helps bring and improve our customer support closer to our clients and it has contributed to the growth of our company. FreshChat helps us address the business problem of relying on poor means of communication that delay the execution and resolving issues plaguing with our customers.
  • Integrates well with third party apps and this enhances its user-interface.
  • The platform is not highly-priced and this ensures usage across all organizations.
  • Customer support is available and willing to help all users in using the platform in a reliable manner.
  • It has been reliable and we have not had any problems in using the platform in our organization.
Freshchat fits well in a scenario where organizations aim to acquire and deploy a seamless messaging experience with their clients and introduce a reliable channel for engaging with clients and resolving their issues on time. It's perfect and helps organizations build their brand and create stable campaigns for promoting their services among a huge clientele.
Folashade Akeju | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Freshchat primarily for customer engagement purposes. It enable us communicate with customers via our web and mobile application in-real time , whilst they are still on our platform or even after they have left our web platform or signed-off on our mobile application.<br> As regards business problems it addresses, Freshchat helps my organization to maximize every action of a user or visitor on our platform , by enabling us engage users and visitors the right way via email triggers, chat bots etc
  • Triggers - Using Freshchat triggers, we are able to target our users with specific messages, based on their actions or movements on our platform.
  • Easy to understand data analytics - Freshchat provides us with data metrics and analytics in a simplified and easy-to-understand style, convenient for everyone to digest, including people without a data analysis background.
  • Messaging across mediums - Freshchat integrates with majority of mainstream instant messaging apps. Like Facebook messenger, Telegram and WhatsApp . This makes it convenient for us to have a presence on the above-mentioned platforms and respond to messages from these platforms from a single Freshchat dashboard.
  • Lack of an undo option for messages. It is normal to make mistakes when answering customer service messages. Therefore, I see no reason why Freshchat doesn’t allow users to be able to delete sent chat messages, within a specified period of time for human error purposes.
  • Per user billing - We use the enterprise version of Freshchat and I got to know recently that my organization is billed per user, as against a one-time yearly or monthly charge which will allow us have as many users as possible.
  • Managing live chats on the Freshchat mobile application is a very tedious, perhaps due to a reduced screen size. I think a lot needs to be done.
Streamlined engagement with customers and website visitors, across multiple messaging platforms.

Simplified data and analytics .

Automated engagements with customers - Chatbot really does this well.
Elizabeth Cassidy | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Freshchat has met the varying needs of our sales team and has personalized the chatting experience to meet the customers' expectations by letting us prepare and engage customers with contextual messages and still gather customer data that we rely on to capture new leads. We have a variety of channels through which we engage with our customers.
  • Customized bot workflow and push notifications.
  • Categorizing messages into custom groups and maintaining a priority inbox.
  • Tracking of website visitors and segmenting leads.
  • 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.
Freshchat is suitable in scenarios where you want to provide your customers with different platforms for contacting your sales department and handing each customer to the right agent. It lets users accumulate customer data and categorize conversations for the purposes of building realistic expectations from every single discussion. Freshchat has a way of exposing our brand through plenty of methods.
Carol Aleman | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Freshchat is a live chat and customer messaging software that is built for businesses of all sizes. Freshchat delights customers wherever they are via mobile, social messengers, or the web. Freshchat comprises both modern and mature capabilities to transform both customer experience and help scale your business. For me, Freshchat is an award-winning platform for the primary purpose of engaging with clients and stakeholders.
  • 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.
  • Freshchat even though it is a good software still has some cons associated with it as well.
  • There are certain features in Freshchat which are not available for everyone and are available to the highest pricing tier only.
  • Moreover, the automated system is quite slow and does not respond well according to all the requirements.
I would highly recommend Freshchat because it becomes very handy in operating with a small team. I have always had a smooth messaging experience with Freshchat and that is why I would like to recommend it to everyone. It highly facilitates the promotion of brands due to cool tracking features which help in telling your performance and facilitates in identifying the appropriate leads for the brand.
Maria Coelho | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Freshchat is a cloud-facilitated informing and commitment application made to meet the fluctuating requirements of outreach groups both huge and little. As per fulfilled clients, Freshchat brings the visiting experience to a more customized level, and change discussions to both yours and your clients' assumptions. The advanced application allows me to plan and convey context-oriented messages, catch leads, and qualifying assets, and accumulate important client knowledge straightforwardly from my clients or outsider frameworks.
  • Incorporates well with outsider applications and this upgrades its client interface.
  • The stage isn't exceptionally evaluated and this guarantees utilization across all associations. Client care is accessible and able to help all clients in solidly utilizing the stage.
  • It allows clients to collect client information and sort discussions for the motivations behind building reasonable assumptions from every conversation.
  • Freshchat has a method of uncovering our image through a lot of techniques.
  • It has been dependable and we have not had any issues in utilizing the stage in our association.
  • We utilize the venture adaptation of Freshchat and I [recently realized] that my association is charged per client, [rather than] a one-time yearly or month-to-month charge which permits us to have however many clients as [possible].
Freshchat is a reasonable platform where you need to furnish your clients with various stages for reaching your outreach group and giving every client to the right specialist. It allows clients to aggregate client information and sort discussions for the motivations behind building practical assumptions from every conversation. Freshchat has a method of uncovering our image through a lot of strategies.
Bella Castilla | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Freshchat has been a great help for me in managing good communication with the client. A great dashboard, fully functional UI, and good customer support make it even more reliable. I have been using it for a long time and it has been best for me throughout, I would definitely recommend this to other businesses to have this in their ecosystem to better communicate with clients.
  • It has all the amazing features of contacting the customers in all-new ways to get more conversions and leads through communicating with them effectively.
  • It is easy to use.
  • Its interface is well designed.
  • Its interface has all the navigation tabs to easily access the relevant tool on the go.
  • The best feature of Freshchat that I like the most is the option of creating specific chat flows in the chatbox.
  • The emailing chat script to customers is only available in the highest tier which is a big disadvantage.
  • Small businesses can not have access to this feature easily because it needs a lot of money to buy high tier subscription.
  • Auto-assignment and auto-close features are not up to mark. They are quite slow and becomes unresponsive while using other features.
Freshchat is one of the top used messaging platforms available in the marketplace for all types of businesses. Freshchat has been operational in our organization for a very long time. Freshchat was the first tool that our organization starts its communication services with clients.
Score 8 out of 10
Vetted Review
Verified User
Review Source
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
  • 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
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.
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Freshchat to reply to the rider, check rider and order details.
  • MiniOneVU
  • Saved/Canned responses
  • Integration with Playvox
  • Response time
  • Time accuracy. while texting.
  • Heavy load application.
  • Turns PC into a heating machine
Its great and better then zendesk and zopim.
Score 8 out of 10
Vetted Review
Verified User
Review Source
We purchased Freshchat to make the most out of communication opportunities with customers through our company websites and landing pages. The tool is now being used to automate some of this communication, as well as collect data around the major interests and pain points of our customers by analysing where they get stuck/ exit from our pages/ request support and resolve those issues proactively for the next site visitors. The ultimate goal is to improve the experience of existing and potential customers alike.
  • User-friendly - this was incredibly important for us as several team members with different backgrounds needed to find the platform mutually easy to use.
  • Analytics - the data collected by the tool is accurate and easy to understand, helping us take decisions internally regarding customer targeting and content/site improvements that are necessary.
  • Puts us in control - the tool has allowed us to remain totally in control of customer communication/support tickets/automated bots through our sites, an enormous advantage considering other options we looked at outsourced this and therefore could potentially lead to miscommunication or mismanagement.
  • Support requests - despite frequent automated emails from the tool to our internal users during the initial on-boarding process, when we actually required some support and reached out, we did not hear back from our 'Onboarding Manager.'
  • Languages - it would be great to have options for additional languages in the future (chat bots in particular) as we are a multinational company and have customers from across our regions.
Freshchat is great when you need total control and visibility over marketing and sales customer conversations, support provision and customer satisfaction measuring. The tool works best when used as part of an overall digital strategy - without this users may struggle to make the most of its features.
Marcelo Araujo | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Review Source
We use Freshchat for talking with our old and new customers. A lot of people enter our website and talk to us on Freshchat. Freshchat is easy to implement on our customer's websites and is easy to customize as well. The mobile SDK is awesome and it works with some frameworks like Ionic, React Native and Native development.
  • Easy to implement
  • Easy to customize
  • Mobile SDK is awesome
  • Easy to talk with our clients and new clients
  • Telegram integration
  • Receive more information on some SDK methods
  • Whatsapp integration could be easier to implement
Freshchat is recommended if you are looking for a chat tool. It is very easy to add it to your website and the SDK for mobile devices works very well. Whatsapp integration could be better. It depends on the Whatapp crew and the customer needs to buy the Whatsapp API.
Score 10 out of 10
Vetted Review
Verified User
Review Source
We are using Freshchat in two departments: Sales and Support. We generate leads using Freshchat, and support our customers with their doubts and problems. We offer support for our customers using the channels Chat integrated into Freshdesk, and we support incoming demands from Whatsapp as well, because we have integrated Whatsapp to Freshchat.
  • Integration with Whatsapp.
  • Intelliassign among our team.
  • Channels.
  • I miss chatbots integrated.
The best scenario is when I generate a lead and this lead convert into a closed deal.
Chianne Shepherd | TrustRadius Reviewer
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.
Jitesh Dugar | TrustRadius Reviewer
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.

Freshdesk Messaging (Formerly Freshchat) Scorecard Summary

What is Freshdesk Messaging (Formerly Freshchat)?

Freshdesk Messaging 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 Freshdesk Messaging's messaging platform to service their customers on various digital channels using a blend of automation and human assistance.

Freshdesk Messaging offers:

  • Unified inbox experience to manage conversations across digital channels

  • AI chatbots that focus on intent and engagement

  • Proactive messaging using hyper-targeted rich media campaigns

  • Intelligent load balancing and auto-routing capabilities

  • Integrations via a rapidly growing app marketplace and custom APIs

  • Highly resilient architecture built on AWS and certified with industry compliances

Languages supported:

Catalan, Czech, Danish, German, English, Estonian, Finnish, French, Hungarian, Indonesian, Italian, Japanese, Central Khmer, Korean, Malay, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Slovenian, Spanish, Swedish, Thai, Turkish, Ukrainian, Vietnamese, Chinese (Simplified)

Freshdesk Messaging (Formerly Freshchat) Screenshots

Team InboxMarketplaceChatbots

Freshdesk Messaging (Formerly Freshchat) Video

What is Freshchat?

Freshdesk Messaging (Formerly Freshchat) Integrations

  • Facebook
  • Apple Business Chat
  • Whatsapp for Business

Freshdesk Messaging (Formerly Freshchat) Competitors

Freshdesk Messaging (Formerly Freshchat) Pricing

More Pricing Information

SaaS Editions Pricing
Pricing DetailsTerms
Growth$15Per Agent per month , billed annually
Pro$39Per Agent per month , billed annually
Enterprise$69.00Per Agent per month , billed annually

Freshdesk Messaging (Formerly Freshchat) Technical Details

Deployment TypesSaaS
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