Freshdesk Messaging (Formerly Freshchat)

Freshdesk Messaging (Formerly Freshchat)

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Top Rated
About TrustRadius Scoring
Score 8.7 out of 100
Top Rated
Freshdesk Messaging (Formerly Freshchat)

Overview

Recent Reviews

Extensively used customer

9 out of 10
January 31, 2022
We use it as the CRM tool for handling customer tickets where customer can raise their concerns. Business problems include item-related …
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Great piece of software

8 out of 10
January 28, 2022
Freshchat is really easy to use with massive functionality. Its integration with a lot of applications makes it easy to use and implement …
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Awards

TrustRadius Award Top Rated 2022

Reviewer Pros & Cons

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Pricing

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Growth

$15

Cloud
Per Agent per month , billed annually

Pro

$39

Cloud
Per Agent per month , billed annually

Enterprise

$69.00

Cloud
Per Agent per month , billed annually

Entry-level set up fee?

  • $15 per AgentOptional
For the latest information on pricing, visithttps://www.freshworks.com/live-chat…

Offerings

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

Features Scorecard

No scorecards have been submitted for this product yet..

Product Details

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) 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

Comparisons

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Reviews and Ratings

 (67)

Ratings

Reviews

(1-25 of 25)
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Score 9 out of 10
Vetted Review
Verified User
Review Source
The tool (Freshdesk messaging) is suited to manage the active folks and online folks. It is also efficient in providing live metrics to the managers/ admin so that live actions can be taken to improve the metrics for the particular day. It is less appropriate when the Freshbots integration and the widget are being used.
January 28, 2022

Great piece of software

Score 8 out of 10
Vetted Review
Verified User
Review Source
Freshdesk messaging is fit for businesses where all the efforts you need to set up are for one time only. The software is very stable and hardly has any hiccups so once implemented properly, there is no need to check on it again and again. Also, businesses who do not prefer a lot of integration can opt-in for a fresh work suite to minimize the integration efforts
Score 8 out of 10
Vetted Review
Verified User
Review Source
My company needed a highly customizable chatbox to answer quick questions prospects may have when they enter the site. The Freshchat Chatbox was more than adequate for this, it has a lot of features we didn't take advantage of and the customer service team can help you set it up easily.
January 04, 2022

The best way ever

ibram boutros | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
the bad scenario that once i was have a lot of chats and the Freshdesk was a lil slow , but its not take alot of time .
the good scenario that Freshdesk i always amazing and help me to make a great performance , that once rider enter chat becouse he have large order and i enter in another system to add rider and get his details , then enter his info in Freshdesk and create a ticket it was so helpful and easy .
January 04, 2022

the hulk app

Score 10 out of 10
Vetted Review
Verified User
Review Source
its good app Freshdesk Messaging help me to contact the customer and contact the customer to inform my problem to solve it and is a good app and help full app and its easy to use uncomplicated and Freshdesk Helps me provide good quality to the customer and make customer feedback good for a company
Score 9 out of 10
Vetted Review
Verified User
Review Source
It could be that the messages sometimes do not appear quickly or there is some slow response. From my experience, customer conversations must be fast and clear in order to reach the highest level of efficiency and confidence in the customer or the employee himself. The scenarios are very similar within the scope of work because the goal has not changed, which is to reach the required efficiency and confidence in the company.
Score 10 out of 10
Vetted Review
Verified User
Review Source
To help our clients to complete the orders. To help our clients to contact with the customers to help our clients to find the customer's locations. To help our clients to solve their issues with the vendors. To help our clients to solve their issues when the had equipment issues or accidents. To help our clients to solve the problems of spillage orders.
January 02, 2022

fast practical modern

Score 10 out of 10
Vetted Review
Verified User
Review Source
According to the scenarios that occur with me and with my colleagues in our organization through the Freshdesk it works to solve customer problems through chat without the need to contact the customer and this helps us in speeding up the procedures and serving many customers at the same time.
Nick Salerno | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Carol Aleman | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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 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 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
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 8 out of 10
Vetted Review
Verified User
Review Source
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.
Elizabeth Cassidy | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
Marcelo Araujo | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Reseller
Review Source
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.
Chianne Shepherd | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User
Review Source
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
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.