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Freshchat

Freshchat Verified Reviews & Ratings

San Mateo, CA
Freshworks is the fastest-growing SaaS company in the world. It is considered a “unicorn company,” meaning it is a...
2010
Year Founded
100%
Recommend It
10
User Reviews
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Ailin G.'s review forFreshchat

It is a versatile and flexible tool…

It is a versatile and flexible tool that adapts to any small, medium or large company; for any field that is needed. Work in real time, improve customer service obtaining better results in the quality of the product offered. I recommend it to find better solutions with an effective messaging system. In a great way we cover a large number of customer reports, quickly and in real time we attend to any problem that may arise to find the best possible help. Being able to be closer to each of our customers, improve our response time and find quick solutions are three of the great advantages we have obtained from the software. Via G2Crowd with permission from Freshchat

It is a versatile and flexible tool that adapts to any small, medium or large company; for any field that is needed. Work in real time, improve customer service obtaining better results in the quality of the product offered. I recommend it to find better solutions with an effective messaging system.

In a great way we cover a large number of customer reports, quickly and in real time we attend to any problem that may arise to find the best possible help. Being able to be closer to each of our customers, improve our response time and find quick solutions are three of the great advantages we have obtained from the software.

Via G2Crowd with permission from Freshchat

Pros: In general, it is a really good tool, which complies with each of the characteristics presented. The instant messages in real time that I can exchange with clients and colleagues are totally effective, and with this great option of the bots chats, which collect general information of the clients in case of needing help, it has become very easy to answer when we connect to messaging, in this way we extend our customer service system to something much more diversified and wide where we cover much more field than before using Freshchat.
Cons: Personally I would like to be able to personalize with different tags or categories in the chat and also have better options to adapt answers to frequently asked questions that customers have. Constantly updates are presented so that as time goes by Freshchat is more accommodated to my needs.
Would Recommend: Yes
Jonathan L.'s review forFreshchat

Mixed feelings. It is currently a…

Mixed feelings. It is currently a frusrating tool with a lot of limitations for us. But they’ve acted on some of my feedback, and seem genuinely interested in improving, so that’s a plus. Give it a try as it might fit exactly what your team is looking for, but at this point I would call it a rough tool that needs a lot of polishing. We were looking for a live chat tool. This has solved that business problem to an extent. Via G2Crowd with permission from Freshchat

Mixed feelings. It is currently a frusrating tool with a lot of limitations for us. But they’ve acted on some of my feedback, and seem genuinely interested in improving, so that’s a plus. Give it a try as it might fit exactly what your team is looking for, but at this point I would call it a rough tool that needs a lot of polishing.

We were looking for a live chat tool. This has solved that business problem to an extent.

Via G2Crowd with permission from Freshchat

Pros: It does offer a decent experience on the customer side (as far as interface). If you are using it in the specific way that Freshworks intends for it to be used (in other words, using the specific workflow they want, I assume something like the workflow they use internally) then it probably works fine.
Cons: I spent most of my first week talking to their support team trying to find options, trying to fix bugs, and asking questions that weren't answered anywhere in the documentation (such as it is). Most of the replies were 'we don't support that' or 'sorry, you should actually follow this workflow instead'. Why remove simple options that were available in the old version? A new version should be more customizable, especially when they redesigned it to be a fuller experience (I thought), it shouldn't be less customizable and restrictive. And of the 4-5 requests I've made for features to be adjusted, I've only 1 time heard 'I'll pass that on to our team'. Every other request? I was told we should change our processes and workflows to match Freshchat's intended flow. The Freshdesk integration is weak, and if you choose to send chats to tickets then your ticket reporting will be messed up.
Would Recommend: Yes
Pedro H. K. S.'s review forFreshchat

If you really want to get in touch and…

If you really want to get in touch and aggregate value to your customers, Freshchat is the right tool for you. Freshchat for sure is going to change the way you chat with your customers and they’ll definitely going to love the simplicity of getting help. The simplicity of Freshchat and the ability to break barriers when supporting a customer is the main reason why we’ll keep using this amazing tool. Customers are in love with Freshchat since the beginning as they are supported really fast on a casual and simple way they are already using on their daily life on other private messaging softwares. Via G2Crowd with permission from Freshchat

If you really want to get in touch and aggregate value to your customers, Freshchat is the right tool for you.

Freshchat for sure is going to change the way you chat with your customers and they’ll definitely going to love the simplicity of getting help.

The simplicity of Freshchat and the ability to break barriers when supporting a customer is the main reason why we’ll keep using this amazing tool. Customers are in love with Freshchat since the beginning as they are supported really fast on a casual and simple way they are already using on their daily life on other private messaging softwares.

Via G2Crowd with permission from Freshchat

Pros: Simplicity and Design are two of the most life-changing features of Freshchat. The possibility to add Freshchat on your website and on a blink of an eye start supporting your precious customers.
Cons: Some issues, I believe Freshchat team is already fixing... In some cases customers won't receive supporters chat, and this can be a con for a while. But the tool keeps being an amazing idea, changing the way you interact with your customers..
Would Recommend: Yes
Jos K.'s review forFreshchat

Just try it. I’m pretty sure you…

Just try it. I’m pretty sure you won’t be disappointed. With 4 people on support we’re not a huge part of the company but we handle hundreds of tickets. Freshchat (and Freshdesk) have replaced 3 other programs that were taking way too much of our time. The FAQ and knowledgebase have consistenly lowered incoming calls. Via G2Crowd with permission from Freshchat

Just try it. I’m pretty sure you won’t be disappointed.

With 4 people on support we’re not a huge part of the company but we handle hundreds of tickets.

Freshchat (and Freshdesk) have replaced 3 other programs that were taking way too much of our time.

The FAQ and knowledgebase have consistenly lowered incoming calls.

Via G2Crowd with permission from Freshchat

Pros: I love how easy it is to use. We haven't had a chat for our customers before and we've had 0 problems getting started. The FAQ is a wonderful addition to our supporttools that will help lower pressure on our helpdesk. The monitoring pages are great. I can see up to date information of my team's performance whenever I want. We're still experimenting with the canned messages and campaigns, but it looks very promising.
Cons: I would like some more customization options for the FAQ and chat. Screen size, tags, more categories etc. The bot could be better, but it seems new stuff is being released every month, so perhaps we'll see that in the near future.
Would Recommend: Yes

Freshchat makes a great addition to…

Freshchat makes a great addition to your help desk allowing you to interact with your customers in real time. We use Freshchat to work with customers to answer questions about setup and configuration of their system. Support agents can send a link to documentation for the customer to reference while helping them with specific issues they are having. Being able to interact with the customer in real time is much more efficient and resolves the customers faster than email reply’s Via G2Crowd with permission from Freshchat

Freshchat makes a great addition to your help desk allowing you to interact with your customers in real time.

We use Freshchat to work with customers to answer questions about setup and configuration of their system. Support agents can send a link to documentation for the customer to reference while helping them with specific issues they are having. Being able to interact with the customer in real time is much more efficient and resolves the customers faster than email reply’s

Via G2Crowd with permission from Freshchat

Pros: Freshchat has a Simple interface and is easy to setup. Freshchat integrates well with Freshdesk to create tickets that contains the chat session information. Freshchat allows us to interact with our customers to resolve support issues and communicate training information. Freshchat allows us to send links to documents that the customer needs to reference from our knowledge base instantly.
Cons: Some of the features are out of our price range. It would be nice to be able to add individual features to a basic subscription. A basic price with an a'la cart addition of the desired features would be great. I would like to be able to have agents set their availability inside the help desk screen so if they are working with a customer they will not be disturbed.
Would Recommend: Yes
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Provider Overview

Freshworks is the fastest-growing SaaS company in the world. It is considered a “unicorn company,” meaning it is a privately-held startup company with a current valuation of $1 billion or more.

Founded in 2010 by Girish Mathrubootham and Shan Krishnasamy, the two were inspired to do better after they received poor customer service for a television set that broke.  In 2011, their product, Freshdesk, won $40,000 at the Microsoft BizSpark Startup challenge, and within six months received $1 million in backing from Accel Partners. Freshdesk introduced gamification to customer service.

In 2015, Freshworks, still under the name Freshdesk, began acquiring other companies and expanding the scope of their apps. During this period, it acquired 1CLICK.io, Frilp, Konotor, Framebench, Airwoot, Chatimy, Pipemonk, and others. With these acquisitions, starting in 2016, it launched other products including Freshsales, Freshteam, Freshcaller, and Freshchat.

Freshworks Inc., is backed by Accel, Tiger Global Management, CapitalG and Sequoia Capital India. Freshworks’​ headquarters are located in San Bruno, Calif., with global offices in India, UK, Australia and Germany. It is considered a “unicorn company,” meaning it is a privately-held startup company with a current valuation of $1 billion or more.

Benefits and Features:

  • Reduce page drop offs by reducing bounce rate and nurture visitors with low intention to buy.
  • Announce offers to specific visitors based on conditions like geography, size of the company, industry, and more.
  • Bring down cart abandonment by sending personalized messages based on events like items added to the cart, their value and more.
  • Program chatbots with workflows for different scenarios to help your bot sound empathetic and personal.
  • On-board new users with tutorials, receive feedback from existing users, drive feature adoption with announcements, and re-engage with lapsing users with customer success stories.
  • Schedule triggered messages that engage visitors and users and drive conversations.

Freshchat Pricing and Services:

SPROUT:

  • Free
  • 10 team members
  • Unlimited contacts
  • Priority Inbox 
  •  Message Channels 
  •  Integrations 
  •  Mobile App 
  •  Notifications 
  •  OmniChat 

Blossom:

  • $15/user/month billed yearly
  • Unlimited contacts
  •  Priority Inbox
  •  Message Channels
  •  Integrations
  •  Mobile App
  •  Notifications 
  •  OmniChat 
  •  Limited Triggered Messages 
  •  In-messenger FAQs
  •  File Attachments & Quick Access 
  •  Reports 
  •  Assignment Rules
  •  Smart Plugs 
  •  Business Hours
  •  Limited Dashboard

GARDEN:

  • $24/user/month, billed yearly
  • Unlimited contacts
  •  Priority Inbox
  •  Message Channels 
  •  Integrations 
  •  Mobile App 
  •  Notifications 
  •  OmniChat 
  •  Unlimited Triggered Messages 
  •  In-messenger FAQs 
  •  File Attachments & Quick Access 
  •  Reports 
  •  Assignment Rules
  •  Smart Plugs 
  •  Business Hours
  •  Limited Dashboard 
  •  Bots 
  •  In-app Campaigns 

Estate:

  • $39 user/month, billed yearly
  • Unlimited Contacts
  • Priority Inbox
  •  Message Channels
  •  Integrations 
  •  Mobile App 
  •  Notifications 
  •  OmniChat 
  •  Unlimited Triggered Messages 
  •  In-messenger FAQs 
  •  File Attachments & Quick Access 
  •  Reports 
  •  Assignment Rules
  •  Smart Plugs 
  •  Business Hours by group 
  •  Advanced Dashboard
  •  Bots 
  •  In-app Campaigns 
  •  Co-browsing  (BETA)
  •  IntelliAssign 
  •  Multilingual Support
  •  IP Whitelisting

Editor’s Bottom Line

The latest evolution in sales is integrating AI-based chat bots with human sales agents. Freshchat is able to take information from the customer and add that information into the CRM database. The agents are able to take information about the customer from a range of sources and use that to more effectively close sales. The Chatbot also works facing the sales team by sending customers reminder messages with parameters set by the agents.  

Freshchat helps businesses and its teams focus on a continuous and context-driven messaging experience. The Freshchat app, which works on both iOS and Android, allows agents to interact directly with visitors to the web site on the agents’ phones. The app is streamlined with canned responses, images, and FAQ.

In 2019, Freshchat added three key features: CoBrowsing, Facebook Messenger integration, and OmniChat Chrome Browser extension. With these additional features, agents have three major tools to guide potential customers through the sales funnel and close more sales.

Screenshots
  • Bots
    Bots
  • Settings
    Settings
  • Conversations
    Conversations

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