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
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
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 …
Read full review

the hulk app

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

Freshdesk Messaging Review

10
October 01, 2021
We use Freshchat to reply to the rider, check rider and order details.
Read full review

Reviewer Sentiment

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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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Andrew Naylor | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Freshdesk Messaging is available on all of our business saas software web pages to connect our clients directly to the help team for time-sensitive product and admin user issues. Also recently connected Messaging to a retail Apple/Android app to assist users with subscription and user difficulties. Messaging is now more than 40% of our client contact which reduces equal contact by phone and email. Our clients typically are running our web-based software for their clientele to access a member portal. Many of the issues are user-related with the unfamiliarity with the software. We are able to use messaging to quickly access the product pages of our clients and direct them to solutions or provide instant support. Messaging on our app greatly assists novice app users in issues creating a profile and subscribing.
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use it as the CRM tool for handling customer tickets where customer can raise their concerns. Business problems include item-related issues, order-related issues, or payment-related issues mainly. The scope is vast where over 300 users are on the tool handling tickets. This involves using multiple features as well.
January 28, 2022

Great piece of software

Score 8 out of 10
Vetted Review
Verified User
Review Source
Freshchat is really easy to use with massive functionality. Its integration with a lot of applications makes it easy to use and implement with other applications as well. I have been using Freshchat for some time now and I have integrated it with our CRM, Active Campaign and all the functionality was retained perfectly
Score 8 out of 10
Vetted Review
Verified User
Review Source
We previously only used FreshDesk for Support Tickets. We added FreshChat last year, and we use this daily with our customers. It allows us a direct access for quicker customer service, and we're able to resolve issues faster. I like that it connects directly with Freshdesk and our platform, so it was an easy thing to implement!
Score 8 out of 10
Vetted Review
Verified User
Review Source
We used Freshchat as the pop-up web chatbox on our website. It was a highly customizable chatbox with handy drop-down menus and easy-to-see topics from the first click on the chatbox button on the main site. We were able to also let users search our FAQs directly through the chatbox and we were able to put our company colors and logo on the chatbox as well. I thought it was a great chatbox because you do live customer service through it and even have the customer share their screen with you so you could see exactly what they were seeing and help them much more effectively!
January 04, 2022

The best way ever

ibram boutros | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
my way in my organization , that we use the Freshdesk to support out customers i mean with it the riders of talabat that our customers enter chat though it , then we answer them in a quickly way , then we follow the case even we solve it , and some times we create some tickets even escalate to the responsible team .
January 04, 2022

the hulk app

Score 10 out of 10
Vetted Review
Verified User
Review Source
Prior to Freshdesk Messaging, Fantastic Services used a custom-built live chat platform. However, the sales and customer service teams faced two major challenges with it:Limited capabilities and features: The platform performed only basic tasks. The agents had to manually pick up tickets which took time away from interacting with customers. Additionally, agents spent more time waiting for replies from idle customers, which reduced agent concurrency. Required technical expertise: Even with a full in-house development team, Fantastic Services found it hard to maintain its chat platform. Maintenance and technical updates slowed down support. They needed an outsider to lend a hand with the chat channel. Freshdesk Messaging was the perfect solution for the teams at Fantastic Services. The myriad of features offered by Freshdesk Messaging along with ease-of-use enabled the sales and customer service teams to scale their chat channel. Fantastic Services now uses Freshdesk Messaging not just for customer service but for revenue generation as well.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Communicate with customers and employees through Freshdesk and understand their requirements and needs. There are not many problems, but there is some slow response in some cases, but mostly there are no problems. The scope of work revolves around communicating with customers and monitoring the movements of employees with customers as well.
Score 10 out of 10
Vetted Review
Verified User
Review Source
i am using the Freshdesk to contact with our clients to solve their problems // to improve their work /// to serve them in a better way to guarantee they are served well // to contact them faster and gave them the best solutions as fast as possible to achieve the best services for the customers to improve our quality and gave the customers real solutions for their problem and issues //
January 02, 2022

fast practical modern

Score 10 out of 10
Vetted Review
Verified User
Review Source
The organization in which I work uses the Freshdesk to communicate between us and customers through chat and this helps us to speed up communication and solve problems without the need for calls and this causes comfort to both parties to us and to the customer and it is important for me because the work is based on it in the first place.
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.
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.
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.
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.
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
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
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.
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.
Marcelo Araujo | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Reseller
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.
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.
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.
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.