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Freshchat REVIEW

Live Chat Software

No user reviews
USER SATISFACTION 96%
OUR SCORE 9.2

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

Award

Freshchat Position In Our Categories

Position of Freshchat in our main categories:

20

Freshchat is one of the top 20 Customer Support Softwareproducts

20

Freshchat is one of the 20
Customer Support Software products


Freshchat is also listed in the following subcategories:

Category:Position:Category:Position:
Live Chat Software#1
Category:Position:
Live Chat Software#1

It's crucial to note that hardly any app in the Customer Support Software category is an ideal solution that can meet all the requirements of different company types, sizes and industries. It may be a good idea to read a few Freshchat reviews first as specific solutions can excel only in a very narrow set of applications or be designed with a very specific type of industry in mind. Others might operate with an intention of being simple and intuitive and as a result lack complex elements needed by more experienced users. You can also come across services that focus on a large group of users and provide a complex feature base, but that frequently comes at a more significant price of such a solution. Make sure you're aware of your requirements so that you choose a software that offers exactly the features 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

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.

POSITIVE SOCIAL MENTIONS

85

NEGATIVE SOCIAL MENTIONS

2

Technical details

Devices Supported
  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac
  • Web-based
Language Support
  • English
  • Dutch
  • Polish
  • Turkish
  • Swedish
Pricing Model
  • Free
  • Monthly payment
  • Annual Subscription
Customer Types
  • Small Business
  • Medium Business
  • Freelancers
Deployment
  • Cloud Hosted
  • Open API

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE
  • LIVE SUPPORT
  • TRAINING

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

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