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Freshchat Review

Freshchat
Our score: 9.2 User satisfaction: 96%

What is Freshchat?

Freshchat is a cloud-hosted messaging and engagement application created to meet the varying needs of sales teams both large and small. According to satisfied customers, Freshchat helps bring chatting experience to a more personalized level, and adjust conversations to both yours and your customers’ expectations.

The modern application lets you prepare and distribute contextual messages, capture leads, and qualify resources, and gather valuable customer intelligence directly from your users or third party systems. You will be provided with a variety of channels through which your customers may reach you. At the same time, you can set up in-app campaigns to onboard and educate new users, and retain lapsing customers, and share interesting insights and announcements to keep them in the loop with recent developments. Basically, you will manage to respond to all customers’ needs from the comfort of a single, moderately priced platform.

To facilitate engagement and communication, Freshchat integrates with other messaging and help desk platforms, including prominent providers such as Zendesk, Slack, and Facebook Messenger. If you are a current Freshdesk/Freshsales user, you will have all data seamlessly migrated from one system to the other.

Overview of Freshchat Benefits

What makes Freshchat different than similar conversational applications? The relatively new live chat application has conquered the hearts of thousands small and medium businesses, right because of its compactness, and variety of advanced features it provides. Will it enhance your productivity as well? Let’s check:

A streamlined messaging experience

Freshchat will not only enable contact on several platforms, but also let you categorize messages and conversations into custom groups. This way, you will always build realistic expectations from every discussion, and hand each customer over to the right agent or team. You can contact and accumulate data from as many customers as you want, and maintain a priority inbox for those that are most likely to buy. Last, but not least, the web messenger you get is modern, and lets you share emoji and digital content to replicate a real social media feel.

Automated lead capture

Freshchat has plenty of methods to expose your brand. It can monitor and track events to let you see recent website visitors and what made them check out your content in the first place. The platform can then segment leads and customers based on different metrics such as location, event history, and the like. Triggered messaging is also a part of this package, as well as a customized bot workflow that generates leads 24×7 even without your team’s interference.  To make the experience even better, Freshchat lets you set up templated responses to common queries in order to accelerate resolution time.

Additional help for your visitors

A distinctive advantage of Freshchat compared to similar systems is the ability to provide help for customers even when an agent is not around. What this means is that visitors will be provided with FAQ searching experience inside the messenger, and get answers to their questions in 31+ languages. By upvoting and downvoting FAQ content, customers will feel accounted for, and will provide you with some invaluable feedback.

Invaluable intelligence

Freshchat’s real-time dashboard showcases a visual summary of how your teams are performing, and let you measure speed of response, conversation trends, resolution time, and deep dive into any team member’s workload. You can also calculate customer satisfaction scores and CSAT ratings to pinpoint and reward the best performers in your team.

Overview of Freshchat Features

  • Triggered messaging
  • In-app campaigns
  • Message channels
  • Push notifications
  • Mobile apps for all team members
  • Unlimited contacts
  • Priority inbox
  • Team widget
  • Events and user properties
  • Custom views
  • Web messenger
  • People segmentation
  • Bot
  • FAQ feedback
  • SmartPlugs
  • Customized bot workflow
  • CRM autoload
  • IntelliAssign
  • Groups
  • Assignment rules
  • In-Product FAQs
  • Multilingual FAQs
  • Canned response
  • Labels
  • Bulk actions
  • Real-time dashboard
  • Customer satisfaction score
  • Private notes
  • Read recipts
  • Desktop notifications
  • Business hours
  • Integrations
  • In-app support
 

What Problems Will Freshchat Solve?

Scenario 1: Increased marketing spend, low website conversion

Freshchat helps sales and marketing teams send triggered messages to website visitors. Based on advanced event-based targeting (E.g. Name of the case study downloaded or amount of item added in the cart), teams can send highly contextual messages at the right time to the right visitor and drive them to engage back and stay on the site. Once the visitor responds back, an intelligent bot kicks in to capture leads, validate, and auto-upload them into the CRM. Following this, with in-app campaigns, team members can reach out to users from inside the product to onboard, educate, and retain them through announcements, surveys, and best practices.

Scenario 2: High response times, increased chat drop offs, non-contextual targeting

With the help of events timeline, messaging history, user details, and link to their social profiles, team members can access all the context they need in-between conversations to sound smarter and respond swiftly. In addition to this, team members can pull data from external tools like CRM, marketing automation, or order management systems with the help of SmartPlus to make data-backed conversations.

Scenario 3: Customers today are multitasking. Live chat comes with the burden of real-time engagement.

With features like channels (categorizes conversations into topics), integrated FAQ (self-service inside the messenger), read receipts, push notifications, and ability to reply in emoji, images, videos or the good ol’ sentences, Freshchat brings the experience of consumer messaging apps like WhatsApp to businesses and eliminates the burden of real-time engagement.

Awards & Quality Certificates

This certificate is granted to products that offer especially good user experience. We evaluate how easy it is to start using the product and how well-designed its interface and features are to facilitate the work process.

Freshchat Position In Our Categories

Keeping in mind businesses have their own business-related demands, it is only rational that they avoid buying a one-size-fits-all, ”best” solution. Needless to say, it is hard to try to come across such a software system even among recognizable software systems. The efficient step to undertake can be to list the different key aspects which merit investigation like major features, costing, technical skill capability of staff members, business size, etc. Thereafter, you must perform your product research through and through. Browse through these Freshchat analyses and check out the other software products in your list more closely. Such comprehensive product research can make sure you stay away from poorly fit apps and select the one that provides all the function your business requires to achieve growth.

Position of Freshchat in our main categories:

TOP 20

Freshchat is one of the top 20 Customer Support Software products

Freshchat is also listed in the following subcategories:

It's essential to realize that hardly any app in the Live Chat Software category is an ideal solution that can match all the needs of various company types, sizes and industries. It may be a good idea to read a few Freshchat Live Chat Software reviews first as some software might dominate just in a very narrow group of applications or be created with a very specific type of industry in mind. Others can work with a goal of being easy and intuitive and consequently lack advanced elements welcomed by more experienced users. You can also come across apps that cater to a wide group of users and give you a rich feature base, but this frequently comes at a higher cost of such a service. Ensure you're aware of your needs so that you get a solution that provides specifically the elements you search for.

How Much Does Freshchat Cost?

Freshchat Pricing Plans:

Free Trial

Sprout

Free

Blossom

$15/member/month

Garden

$24/member/month

Estate

$39/member/month

Freshchat offers both monthly and yearly enterprise pricing subscriptions tailored to meet the needs of small and medium companies, including a free package for groups with up to 10 members. You can find more details on Freshchat pricing here.

The pricing scheme looks as follows:

Sprout – Free

  • 10 Active members
  • Unlimited contacts
  • Priority Inbox
  • Channels and Groups
  • 30 day chat history
  • Integrations (Facebook Messenger, Slack, Freshdesk)
  • Mobile app
  • Desktop and push Notifications
  • 10K MUV

Blossom – $15/member/month

  • All Sprout features
  • Unlimited contacts
  • Events Timeline
  • Limited triggered messages
  • FAQs
  • CSAT
  • Zendesk Integration
  • Assignment rules
  • SmartPlugs
  • Business hours

Garden – $24/member/month

  • All features in Blossom
  • Unlimited contacts
  • Bots
  • Unlimited, recurring triggered messages
  • In-app campaigns
  • Event capture
  • Clearbit integration
  • Freshsales integration

Estate – $39/member/month

  • All features from Garden
  • Unlimited contacts
  • IntelliAssign
  • Multilingual support
  • IP Whitelisting
  • Customer Success Manager

User Satisfaction

Positive Social Media Mentions 85
Negative Social Media Mentions 2

We realize that when you make a decision to buy Live Chat Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Freshchat reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Freshchat. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

Technical details

Devices Supported

  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac
  • Web-based

Deployment

  • Cloud Hosted
  • Open API

Language Support

  • English
  • Dutch
  • Polish
  • Turkish
  • Swedish

Pricing Model

  • Free
  • Monthly payment
  • Annual Subscription

Customer Types

  • Small Business
  • Medium Business
  • Freelancers

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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Freshchat Comparisons

Freshchat user reviews

A great way to connect to customers

Read full review >
Pansy
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 19.11.2019 Company Size: Industry: N/A

Great integration, mobile support and customer service

Read full review >
Lela
5/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 11.11.2019 Company Size: Industry: N/A

A highly recommended chat solution

Read full review >
Alejandra
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 10.10.2019 Company Size: Industry: N/A

A very flexible software

Read full review >
Lauriane
4/5

Overall impression

4/5

Customer Support

3/5

Value for Money

3/5

Ease of Use

Published on: 02.10.2019 Company Size: Industry: Information Technology and Services

Software that automates communications with clients for our company

Read full review >
Nikita
4/5

Overall impression

3/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 26.09.2019 Company Size: Industry: N/A

What are Freshchat pricing details?

Freshchat Pricing Plans:

Free Trial

Sprout

Free

Blossom

$15/member/month

Garden

$24/member/month

Estate

$39/member/month

Freshchat offers both monthly and yearly enterprise pricing subscriptions tailored to meet the needs of small and medium companies, including a free package for groups with up to 10 members. You can find more details on Freshchat pricing here.

The pricing scheme looks as follows:

Sprout – Free

  • 10 Active members
  • Unlimited contacts
  • Priority Inbox
  • Channels and Groups
  • 30 day chat history
  • Integrations (Facebook Messenger, Slack, Freshdesk)
  • Mobile app
  • Desktop and push Notifications
  • 10K MUV

Blossom – $15/member/month

  • All Sprout features
  • Unlimited contacts
  • Events Timeline
  • Limited triggered messages
  • FAQs
  • CSAT
  • Zendesk Integration
  • Assignment rules
  • SmartPlugs
  • Business hours

Garden – $24/member/month

  • All features in Blossom
  • Unlimited contacts
  • Bots
  • Unlimited, recurring triggered messages
  • In-app campaigns
  • Event capture
  • Clearbit integration
  • Freshsales integration

Estate – $39/member/month

  • All features from Garden
  • Unlimited contacts
  • IntelliAssign
  • Multilingual support
  • IP Whitelisting
  • Customer Success Manager

What integrations are available for Freshchat?

Freshchat integrates with the following business systems and applications:

  • Freshdesk
  • Freshsales
  • Zendesk
  • Messenger
  • Slack
  • ClearBit

Freshchat average rating:

Average score
4.3/5 (7 user reviews)
4/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Write your own review of this product

ADD A REVIEW

The most favorable review

Donnell

PROS: The vendor’s offered solutions are useful, and all the problems we have are solved with ease, from support and customer engagement to lead management. They have a lot of options offered, and when you use them as one, they always provide the expected result. Easy to configure, intuitive, and functional – the software provided it all. It even comes with a mobile application.

CONS: The help desk is friendly, but I have a problem with their promptness. Perhaps there is a time zone issue, that is why it takes time for them to answer any of our questions and concerns on time.

Reviewed 6 months ago

Read full review >

The least favorable review

Nikita

PROS: Freshchat has made it easier for us to communicate with our customers because of its wide breadth of messaging capabilities. Its forums are a great plus for our business, too. Interaction with our customers has regularized and is more efficacious. Starting up the platform is a speedy affair whether on the computer or on a mobile device. Its synchronization with various social media platforms like Facebook, Twitter, and LinkedIn is greatly beneficial. The bots offered by Freshchat are most crucial in our support processes since they help resolve support tickets efficiently and rapidly.

CONS: Freshchat is an enjoyable tool to use because they adapt to my work. It is a comprehensive software tool that I can rely on to resolve our business's support needs.

Reviewed 5 months ago

Read full review >

More reviews from 7 actual users:

Sort by:

Latest
  • Latest
  • Most useful
  • Most positive
  • Most negative

A great way to connect to customers

Read full review >
Pansy
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 19.11.2019 Company Size: Industry: N/A

PROS: The process is well thought of. FAQs can be handled by the bot. Second-tier questions can be forwarded to our frontline support. For more complex issues, they can be escalated to our veteran agents or directly to the expert in the team. What is different with chat, it adds this personalized layer to the whole conversation. Our support agents are establishing a relationship in ways that are difficult with email.

CONS: I have no complain about Freshchat. I'll probably try their CRM and see how native integration works. I think the chat app is a good foundation to build the vendor's tech stack.

What do you think about this review? Great Poor

Great integration, mobile support and customer service

Read full review >
Lela
5/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 11.11.2019 Company Size: Industry: N/A

PROS: We're able to get our web chat integration up and running with little trouble. There were some hiccups adding the code on my end, but vendor support was quick to help. I like it that the rep understood the context of my issue with little need to explain it. I was able to set up trigger messaging, which offloads much of the work required to sort tickets and leads. Another winning feature is the mobile version. My reps could be on the go and still be responsive to customer queries. There were some instances when we got more chats that my 2 reps on board could handle. I was out but I was able to handle some of the tickets. And I also like the custom-feel of the interface, we get to use our brand colors.

CONS: Nothing so far. As we grow the business, I might need more from this chat app like analytics. I'm sure to post my experience with this once we get to that point.

What do you think about this review? Great Poor

A highly recommended chat solution

Read full review >
Alejandra
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 10.10.2019 Company Size: Industry: N/A

PROS: Freshchat is the only chatbot solution that offers the best UX and UI in integrations. It has a clean and simple look, and solve complicated issues in our business. Freshchat got everything covered, from FAQ, attachment capability, co-browsing, video attachment option, to many more options. It is even automated to show users’ image on Facebook. Highly recommended!

CONS: We just love using Freshchat, and I couldn’t find any reason to dislike it.

What do you think about this review? Great Poor

A very flexible software

Read full review >
Lauriane
4/5

Overall impression

4/5

Customer Support

3/5

Value for Money

3/5

Ease of Use

Published on: 02.10.2019 Company Size: Industry: Information Technology and Services

PROS: With Freshchat, I was able to exchange instant messages with my team and clients in real-time. It offers a comprehensive bot chat that gathers and records clients’ data, which is a true time-saver when those clients get back for another assistance. Answering has become easier. With Freshchat, we are able to stay out of our comfort zone and expand our customer base, offering improved services, and covering more fields than we used to.

CONS: I just wish Freshchat gives me the option to customize chat tags and categories and provides me options to adapt answers to customers’ FAQ.

What do you think about this review? Great Poor

Software that automates communications with clients for our company

Read full review >
Nikita
4/5

Overall impression

3/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 26.09.2019 Company Size: Industry: N/A

PROS: Freshchat has made it easier for us to communicate with our customers because of its wide breadth of messaging capabilities. Its forums are a great plus for our business, too. Interaction with our customers has regularized and is more efficacious. Starting up the platform is a speedy affair whether on the computer or on a mobile device. Its synchronization with various social media platforms like Facebook, Twitter, and LinkedIn is greatly beneficial. The bots offered by Freshchat are most crucial in our support processes since they help resolve support tickets efficiently and rapidly.

CONS: Freshchat is an enjoyable tool to use because they adapt to my work. It is a comprehensive software tool that I can rely on to resolve our business's support needs.

What do you think about this review? Great Poor

Personalized service is possible

Read full review >
Brook
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 08.09.2019 Company Size: Industry: N/A

PROS: The level of personalization this app has allowed us to do is amazing. We can set up triggered messages based on purchase stage, territory, product, etc. Even our sales team has been able to sort leads by sales stage and that has given them a major way to customize their pitch.

CONS: We're using an internal CRM and integration isn't that smooth. We'll probably shift our CRM to the cloud, as well.

What do you think about this review? Great Poor

Every business should try this solution

Read full review >
Donnell
5/5

Overall impression

4/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 04.09.2019 Company Size: Industry: N/A

PROS: The vendor’s offered solutions are useful, and all the problems we have are solved with ease, from support and customer engagement to lead management. They have a lot of options offered, and when you use them as one, they always provide the expected result. Easy to configure, intuitive, and functional – the software provided it all. It even comes with a mobile application.

CONS: The help desk is friendly, but I have a problem with their promptness. Perhaps there is a time zone issue, that is why it takes time for them to answer any of our questions and concerns on time.

What do you think about this review? Great Poor
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Reviewed By Jenny Chang
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