# Freshchat vs Support Hero Comparison

| | Freshchat | Support Hero | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.5 out of 5 | 
| **Total Reviews** | 499 | 10 | 
| **Largest Market Segment** | Small-Business (58.2% of reviews) | Small-Business (60.0% of reviews) | 
| **Entry Level Price** | $0.00 | No pricing available | 

---
## Top Pros & Cons

### Freshchat

Pros:
- Ease of Use (14 reviews)
- Helpful (10 reviews)

Cons:
- AI Limitations (5 reviews)
- Chatbot Issues (5 reviews)

### Support Hero

**Not enough data**

---
## Ratings Comparison
| Rating | Freshchat | Support Hero | 
|---|---|---|
  | **Meets Requirements** | 8.6 (403 reviews) | 8.7 (10 reviews) | 
  | **Ease of Use** | 9.1 (405 reviews) | 8.8 (10 reviews) | 
  | **Ease of Setup** | 8.7 (259 reviews) | Not enough data | 
  | **Ease of Admin** | 9.0 (246 reviews) | Not enough data | 
  | **Quality of Support** | 8.7 (397 reviews) | 9.2 (8 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.8 (242 reviews) | Not enough data | 
  | **Product Direction (% positive)** | 9.0 (404 reviews) | 8.8 (10 reviews) | 

---
## Pricing

### Freshchat

#### Entry-Level Pricing

Plan: Free

Price: $0.00

Key Features:
- Chatbot builder
- Chatbot analytics
- Inbox Views

[Browse all 4 editions](https://www.g2.com/products/freshworks-freshchat/pricing)

#### Free Trial

Yes

### Support Hero

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

---
## Features Comparison By Category

### Artificial Intelligence

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | N/A | N/A |
| **Support Hero** | N/A | N/A |

#### Additional Functionality

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Tagging** | Not enough data | Not enough data | 
| **Natural Language Processing** | Not enough data | Not enough data | 
| **Data Extraction** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 
| **Predictive Analytics** | Not enough data | Not enough data | 
| **Drag & Drop** | Not enough data | Not enough data | 
| **Speech Recognition** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Data Storage Management** | Not enough data | Not enough data | 
| **Virtual Personal Assistant (VPA)** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Customer Segmentation** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **For eCommerce** | Not enough data | Not enough data | 
| **Role-Based Permissions** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Search/Filter** | Not enough data | Not enough data | 
| **Monitoring** | Not enough data | Not enough data | 
| **Document Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Data Visualization** | Not enough data | Not enough data | 
| **Trend Analysis** | Not enough data | Not enough data | 
| **Machine Learning** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Performance Metrics** | Not enough data | Not enough data | 
| **Real-Time Data** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Mobile App** | Not enough data | Not enough data | 
| **Multiple Data Sources** | Not enough data | Not enough data | 
| **For Sales Teams/Organizations** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | N/A | N/A |
| **Support Hero** | N/A | N/A |

#### Dashboard

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Dashboard** | Not enough data | Not enough data | 

#### Speech Recognition

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Speech Recognition** | Not enough data | Not enough data | 

#### Compliance Management

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Compliance Management** | Not enough data | Not enough data | 

#### Autonomous Task Execution

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 

#### Sentiment Analysis

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Sentiment Analysis** | Not enough data | Not enough data | 

#### Data Security

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Data Security** | Not enough data | Not enough data | 

#### Third-Party Integration

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Third-Party Integration** | Not enough data | Not enough data | 

#### Human-in-the-loop (HITL)

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Human-in-the-loop (HITL)** | Not enough data | Not enough data | 

#### Agentic Task Execution

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Agentic Task Execution** | Not enough data | Not enough data | 

#### Natural Language Processing

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Natural Language Processing** | Not enough data | Not enough data | 

#### Conversational AI

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Conversational AI** | Not enough data | Not enough data | 

#### Performance Metrics

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Performance Metrics** | Not enough data | Not enough data | 

#### Interaction Tracking

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Interaction Tracking** | Not enough data | Not enough data | 

#### Knowledge Base Management

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Knowledge Base Management** | Not enough data | Not enough data | 

#### CRM Integration

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **CRM Integration** | Not enough data | Not enough data | 

#### Inquiry Routing

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Inquiry Routing** | Not enough data | Not enough data | 

#### Contextual Guidance

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Contextual Guidance** | Not enough data | Not enough data | 

#### Communications Management

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Communications Management** | Not enough data | Not enough data | 

#### Proactive Chat

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Proactive Chat** | Not enough data | Not enough data | 

#### Ticket Management

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Ticket Management** | Not enough data | Not enough data | 

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Automated Ticket Resolution** | Not enough data | Not enough data | 
| **Contextual Response Generation** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **Knowledge Base Utilization** | Not enough data | Not enough data | 
| **Multilingual Support** | Not enough data | Not enough data | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Proactive Customer Outreach** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Escalation Handling** | Not enough data | Not enough data | 
| **Workflow Optimization** | Not enough data | Not enough data | 

#### Automation

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Customer Interaction Automation** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Document Processing** | Not enough data | Not enough data | 

#### Autonomy

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Independent Decision Making** | Not enough data | Not enough data | 
| **Adaptive Responses** | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | 
| **Problem Solving** | Not enough data | Not enough data | 

### Conversational Marketing

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | 8.9/10 | 52 |
| **Support Hero** | N/A | N/A |

#### Messenger

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Sequencing** | 8.9 (43 reviews) ✓ Verified | Not enough data | 
| **AI** | 8.4 (45 reviews) ✓ Verified | Not enough data | 
| **Video Chat** | 9.4 (48 reviews) ✓ Verified | Not enough data | 
| **Customization Interface** | 9.1 (48 reviews) ✓ Verified | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Channels

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Social Media Integration** | 8.7 (38 reviews) ✓ Verified | Not enough data | 
| **Website** | 9.0 (45 reviews) ✓ Verified | Not enough data | 
| **Text Message (SMS)** | 8.8 (32 reviews) | Not enough data | 
| **Voice Assistants** | 9.0 (32 reviews) ✓ Verified | Not enough data | 
| **Other** | 8.9 (37 reviews) ✓ Verified | Not enough data | 
| **Multi-Channel Marketing** | Not enough data | Not enough data | 

#### Customers

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Audience Targeting** | 9.0 (41 reviews) ✓ Verified | Not enough data | 
| **Profiles** | 8.8 (43 reviews) ✓ Verified | Not enough data | 
| **Analytics** | 8.6 (44 reviews) ✓ Verified | Not enough data | 
| **Lead Gathering** | 8.9 (38 reviews) ✓ Verified | Not enough data | 
| **Sales Conversion** | 8.9 (38 reviews) ✓ Verified | Not enough data | 
| **Customer Service Analytics** | Not enough data | Not enough data | 

#### Agentic AI - Conversational Marketing

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Customizable Fields** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Lead Nurturing** | Not enough data | Not enough data | 
| **Human Handover** | Not enough data | Not enough data | 
| **Lead Management** | Not enough data | Not enough data | 
| **Product Recommendations** | Not enough data | Not enough data | 
| **Customer Experience Management** | Not enough data | Not enough data | 
| **SMS Messaging** | Not enough data | Not enough data | 
| **Appointment Management** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Lead Distribution** | Not enough data | Not enough data | 
| **Campaign Segmentation** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **A/B Testing** | Not enough data | Not enough data | 
| **Real-Time Data** | Not enough data | Not enough data | 
| **Real-time Conversations** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Lead Qualification** | Not enough data | Not enough data | 
| **Template Management** | Not enough data | Not enough data | 
| **Autoresponders** | Not enough data | Not enough data | 
| **Contact Database** | Not enough data | Not enough data | 
| **Customer Segmentation** | Not enough data | Not enough data | 
| **One-to-One Messaging** | Not enough data | Not enough data | 
| **Communication Management** | Not enough data | Not enough data | 
| **Campaign Management** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Lead Capture** | Not enough data | Not enough data | 
| **Appointment Scheduling** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Event Triggered Actions** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Group Messaging** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Customer Database** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Email Automation** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Engagement Tracking** | Not enough data | Not enough data | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | 8.7/10 | 117 |
| **Support Hero** | N/A | N/A |

#### Responses

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Customization** | 8.5 (103 reviews) | Not enough data | 
| **Control** | 8.6 (104 reviews) | Not enough data | 
| **Route To Human** | 8.9 (102 reviews) | Not enough data | 
| **Menu bars** | 8.7 (99 reviews) | Not enough data | 
| **Drip sequences** | 8.6 (83 reviews) | Not enough data | 

#### Platform

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Live chat** | 9.2 (105 reviews) | Not enough data | 
| **Integrations** | 8.9 (100 reviews) | Not enough data | 
| **Branding** | 8.8 (100 reviews) | Not enough data | 
| **Analytics** | 8.5 (99 reviews) | Not enough data | 
| **A/B testing** | 8.4 (78 reviews) | Not enough data | 
| **Role-based access** | 9.0 (93 reviews) | Not enough data | 
| **Collection of information** | 8.8 (94 reviews) | Not enough data | 
| **Augmented Analytics** | Not enough data | Not enough data | 
| **Proactive Chat** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **AI Text Generation** | 8.4 (42 reviews) | Not enough data | 
| **AI Text Summarization** | 8.6 (42 reviews) | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Customer Surveys** | Not enough data | Not enough data | 
| **Lead Qualification** | Not enough data | Not enough data | 
| **Transcripts/Chat History** | Not enough data | Not enough data | 
| **Language Detection** | Not enough data | Not enough data | 
| **Pre-Configured Bot** | Not enough data | Not enough data | 
| **Lead Capture** | Not enough data | Not enough data | 
| **Code-free Development** | Not enough data | Not enough data | 
| **Natural Language Processing** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 
| **For Sales/Marketing** | Not enough data | Not enough data | 
| **Contextual Guidance** | Not enough data | Not enough data | 
| **Automated Responses** | Not enough data | Not enough data | 
| **Customer Support** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Intent Recognition** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **Customer Experience Management** | Not enough data | Not enough data | 
| **Query Suggestions** | Not enough data | Not enough data | 
| **Transfers/Routing** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Canned Responses** | Not enough data | Not enough data | 
| **AI/Machine Learning** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Automated Routing** | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | 8.6/10 | 165 |
| **Support Hero** | N/A | N/A |

#### Conversational Platform

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Personalization** | 8.6 (148 reviews) | Not enough data | 
| **Omnichannel** | Feature Not Available | Not enough data | 
| **Contextual Engagement** | 8.5 (127 reviews) | Not enough data | 
| **Proactive Engagement** | 8.6 (111 reviews) | Not enough data | 

#### Support Automation

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Intelligent Routing** | 8.6 (133 reviews) | Not enough data | 
| **Seamless Escalation** | 8.6 (135 reviews) | Not enough data | 
| **Transcripts** | 8.5 (134 reviews) | Not enough data | 
| **Self-Serve Support** | 8.8 (116 reviews) | Not enough data | 

#### Generative AI

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **AI Text Generation** | 8.5 (61 reviews) | Not enough data | 
| **AI Text Summarization** | 8.5 (61 reviews) | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | 8.6/10 | 336 |
| **Support Hero** | N/A | N/A |

#### Generative AI

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **AI Text Generation** | 8.5 (73 reviews) | Not enough data | 
| **AI Text Summarization** | 8.6 (72 reviews) | Not enough data | 
| **AI Text-to-Speech** | 7.8 (73 reviews) | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Communication

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Pop-up Chat** | 9.2 (281 reviews) ✓ Verified | Not enough data | 
| **Notifications** | 8.5 (295 reviews) ✓ Verified | Not enough data | 
| **Targeted Emails** | 8.4 (202 reviews) ✓ Verified | Not enough data | 
| **In-App Messaging** | 8.9 (248 reviews) ✓ Verified | Not enough data | 
| **Co-Browsing** | 8.2 (138 reviews) ✓ Verified | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Real-time Consumer-facing Chat** | Not enough data | Not enough data | 

####  Internal Use

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Customization ** | 8.5 (273 reviews) ✓ Verified | Not enough data | 
| **Conversation Archiving** | 8.7 (269 reviews) ✓ Verified | Not enough data | 
| **Lead Development** | 8.4 (221 reviews) ✓ Verified | Not enough data | 
| **Knowledge Base** | 8.7 (256 reviews) ✓ Verified | Not enough data | 
| **Team Inbox ** | 9.0 (254 reviews) ✓ Verified | Not enough data | 
| **Customer Profiles** | 8.5 (255 reviews) ✓ Verified | Not enough data | 

#### Additional Functionality

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Real-Time Analytics** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **Search/Filter** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Canned Responses** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Transfers/Routing** | Not enough data | Not enough data | 
| **Geotargeting** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Transcripts/Chat History** | Not enough data | Not enough data | 
| **Document Storage** | Not enough data | Not enough data | 
| **Screen Sharing** | Not enough data | Not enough data | 
| **Contact Management** | Not enough data | Not enough data | 
| **Autoresponders** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Offline Form** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **File Sharing** | Not enough data | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | 8.7/10 | 114 |
| **Support Hero** | 9.6/10 | 6 |

#### Generative AI

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **AI Text Summarization** | 8.9 (33 reviews) | Not enough data | 

#### Self-Service Experience

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Knowledge Base** | 8.9 (92 reviews) | 9.7 (6 reviews) | 
| **Searchable Articles** | 8.7 (93 reviews) | 9.4 (6 reviews) | 
| **Community Forums** | 8.4 (80 reviews) | Not enough data | 
| **Mobile Optimization** | 8.5 (67 reviews) | Not enough data | 
| **Personalization** | 8.6 (69 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Branding** | 9.1 (74 reviews) | Not enough data | 
| **Automation** | 8.9 (77 reviews) | Not enough data | 
| **Artificial Intelligence** | 8.0 (68 reviews) | Not enough data | 
| **Integrations** | 8.8 (77 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | 9.2/10 | 58 |
| **Support Hero** | N/A | N/A |

#### Generative AI

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **AI Text Generation** | 9.2 (23 reviews) | Not enough data | 
| **AI Text Summarization** | 9.5 (23 reviews) | Not enough data | 

#### Process

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Mentions** | 9.4 (43 reviews) | Not enough data | 
| **Tickets** | 9.4 (48 reviews) | Not enough data | 
| **Macros** | 9.2 (42 reviews) | Not enough data | 

#### Channels

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Email** | 9.2 (50 reviews) | Not enough data | 
| **Social** | 9.2 (53 reviews) | Not enough data | 
| **Live Chat** | 9.5 (53 reviews) | Not enough data | 
| **Phone** | 9.0 (43 reviews) | Not enough data | 
| **Text** | 9.3 (44 reviews) | Not enough data | 

#### Insight

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Surveys** | 9.2 (41 reviews) | Not enough data | 
| **Reporting** | 8.9 (49 reviews) | Not enough data | 
| **Visitor Activity** | 9.2 (46 reviews) | Not enough data | 
| **Help Desk** | 9.1 (48 reviews) | Not enough data | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | N/A | N/A |
| **Support Hero** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Freshchat | Support Hero | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (1):** [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Freshchat (6):** [Conversational Marketing Software](https://www.g2.com/categories/conversational-marketing), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Chatbots Software](https://www.g2.com/categories/chatbots), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Live Chat Software](https://www.g2.com/categories/live-chat), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents)



---
## Reviewer Demographics

### By Company Size

| Segment | Freshchat | Support Hero | 
|---|---|---|
| **Small-Business** | 58.2% | 60.0% | 
| **Mid-Market** | 35.5% | 40.0% | 
| **Enterprise** | 6.2% | 0% | 

### By Industry

#### Freshchat

- **Information Technology and Services:** 10.4%
- **Computer Software:** 9.9%
- **Consumer Services:** 8.0%
- **Financial Services:** 5.6%
- **Retail:** 5.0%
- **Marketing and Advertising:** 4.1%
- **Internet:** 3.7%
- **Education Management:** 3.7%
- **Telecommunications:** 3.0%
- **Health, Wellness and Fitness:** 2.8%
- **Other:** 43.8%

#### Support Hero

- **Internet:** 30.0%
- **Computer Software:** 20.0%
- **Retail:** 10.0%
- **Real Estate:** 10.0%
- **Information Technology and Services:** 10.0%
- **Computer & Network Security:** 10.0%
- **Accounting:** 10.0%

---
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- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7831 reviews)

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---
## Top Discussions

### Freshchat

- Title: [How do I set up a chat bot to respond to FAQ's automatically?](https://www.g2.com/discussions/how-do-i-set-up-a-chat-bot-to-respond-to-faq-s-automatically) — 3 comments, 1 upvote
  > **Top comment:** "Hey Jonathan. Can we get in touch with you directly ? We will need to train the Bots to understand the FAQs and ensure it also understands Intent and You can..."
- Title: [Can we see the ticket details and the possibility of modification ?](https://www.g2.com/discussions/can-we-see-the-ticket-details-and-the-possibility-of-modification) — 2 comments
  > **Top comment:** "Have you lost hope of ever recovering your money from scam brokers or platform ?? I have good news for you and yes it is 97% possible for you to recover..."
- Title: [Understand Whatsapp integration first if it is critical](https://www.g2.com/discussions/understand-whatsapp-integration-first-if-it-is-critical) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** ""With our Whatsapp integration businesses can
- Engage with their customers on Whatsapp
- Help customers help themselves by talking to a chatbot
- Use..."
- Title: [how  can  we develop Freshdesk Messaging ?](https://www.g2.com/discussions/how-can-we-develop-freshdesk-messaging) — 1 comment *(includes official response)*
  > **Top comment:** "Freshdesk Messaging (now called Freshchat) is a cloud-based product and doesn't need to be updated or developed by the end customers. If you are facing any..."
- Title: [how to merge the fresh desk with the fresh chat and make calls and chats in the same time ?](https://www.g2.com/discussions/how-to-merge-the-fresh-desk-with-the-fresh-chat-and-make-calls-and-chats-in-the-same-time) — 1 comment, 1 upvote
  > **Top comment:** "Recovering your lost bitcoin or funds as the case might be, is not what you can do alone, you’d require the service of a trained specialist. A recovery..."

### Support Hero

No discussions available for this product.

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**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/freshworks-freshchat-vs-support-hero)