# Freshchat vs Sprinklr Service Comparison
---
## AI Generated Summary
- **G2 reviewers report** that FreshChat excels in user experience, particularly with its intuitive interface and ease of setup. Users appreciate how it consolidates customer conversations across multiple platforms into a single dashboard, making it easier to respond quickly and stay organized.
- **Users say** that Sprinklr Service stands out for its accuracy and reliability in managing customer interactions. Reviewers highlight the effectiveness of its new AI features, which simplify processes and provide valuable insights, enhancing overall customer service efficiency.
- **According to verified reviews** , FreshChat's AI chatbot, known as AI Freddy, is particularly praised for its ability to respond to customers swiftly, saving time for support teams. This feature has been noted as a significant advantage for businesses looking to improve response times.
- **Reviewers mention** that while Sprinklr Service offers robust AI tools, some users find the platform less intuitive compared to FreshChat. This can lead to a steeper learning curve for new users, which may impact the speed of implementation.
- **G2 reviewers highlight** that FreshChat's support quality is commendable, with many users noting the helpfulness of product consultations in setting up the system to meet their specific needs. This level of support contributes to a smoother onboarding experience.
- **Users report** that while Sprinklr Service has a strong market presence, its higher entry-level price may be a barrier for smaller businesses. In contrast, FreshChat's free tier makes it an attractive option for small businesses looking to manage customer service without significant upfront costs.



| | Freshchat | Sprinklr Service | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 499 | 749 | 
| **Largest Market Segment** | Small-Business (58.2% of reviews) | Enterprise (42.4% of reviews) | 
| **Entry Level Price** | $0.00 | $4,200.00 1 User Per Year | 

---
## Top Pros & Cons

### Freshchat

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

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

### Sprinklr Service

Pros:
- Ease of Use (81 reviews)
- Features (64 reviews)

Cons:
- Complexity (29 reviews)
- Learning Curve (27 reviews)

---
## Ratings Comparison
| Rating | Freshchat | Sprinklr Service | 
|---|---|---|
  | **Meets Requirements** | 8.6 (403 reviews) | 8.5 (606 reviews) | 
  | **Ease of Use** | 9.1 (405 reviews) | 8.3 (628 reviews) | 
  | **Ease of Setup** | 8.7 (259 reviews) | 8.0 (465 reviews) | 
  | **Ease of Admin** | 9.0 (246 reviews) | 8.1 (248 reviews) | 
  | **Quality of Support** | 8.7 (397 reviews) | 8.1 (589 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.8 (242 reviews) | 8.6 (249 reviews) | 
  | **Product Direction (% positive)** | 9.0 (404 reviews) | 8.7 (611 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

### Sprinklr Service

#### Entry-Level Pricing

Plan: Digital + Voice Package- Service 2

Price: $4,200.00 1 User Per Year

Description: Voice, live chat & messaging: 

Provide seamless 
experiences across 30+ digital channels and robust 
support on Voice. Use AI and automation to increase selfservice, improve agent productivity and boost customer 
satisfaction

Key Features:
- Live chat, SMS, Email
- Inbound/Outbound Voice
- Proactive Prompts

[Browse all 3 editions](https://www.g2.com/products/sprinklr-service/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | N/A | N/A |
| **Sprinklr Service** | 8.0/10 | 193 |

#### Ticket and Case Management

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **Ticket creation user experience** | Not enough data | 8.7 (70 reviews) ✓ Verified | 
| **Ticket response user experience** | Not enough data | 8.5 (72 reviews) ✓ Verified | 
| **Workflow** | Not enough data | 8.6 (74 reviews) ✓ Verified | 
| **Response Automation** | Not enough data | 7.9 (70 reviews) ✓ Verified | 
| **SLA Management** | Not enough data | 8.1 (65 reviews) ✓ Verified | 
| **Attachments/Screencasts** | Not enough data | 8.3 (70 reviews) ✓ Verified | 
| **Ticket Collaboration** | Not enough data | 8.4 (68 reviews) ✓ Verified | 
| **Customer and Contacts Database** | Not enough data | 8.2 (71 reviews) ✓ Verified | 

#### Generative AI

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.4 (45 reviews) | 
| **AI Text Summarization** | Not enough data | 7.0 (46 reviews) | 

#### Agentic AI - Help Desk

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 6.9 (18 reviews) | 
| **Natural Language Interaction** | Not enough data | 6.9 (18 reviews) | 
| **Proactive Assistance** | Not enough data | 7.1 (18 reviews) | 

#### Communication Channels

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **Customer Portal** | Not enough data | 8.2 (64 reviews) ✓ Verified | 
| **Email to Case** | Not enough data | 8.2 (65 reviews) ✓ Verified | 
| **Chat/Live Support** | Not enough data | 7.9 (69 reviews) ✓ Verified | 
| **Social Integration** | Not enough data | 8.9 (68 reviews) ✓ Verified | 
| **Voice** | Not enough data | 7.0 (60 reviews) | 

#### Platform

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **Mobile User Support** | Not enough data | 7.7 (74 reviews) ✓ Verified | 
| **Customization ** | 8.5 (273 reviews) ✓ Verified | 7.9 (142 reviews) ✓ Verified | 
| **User, Role, and Access Management** | Not enough data | 8.6 (81 reviews) ✓ Verified | 
| **Integration** | Not enough data | 8.2 (78 reviews) ✓ Verified | 
| **Reporting** | Not enough data | 8.9 (86 reviews) ✓ Verified | 
| **Dashboards** | Not enough data | 8.9 (87 reviews) ✓ Verified | 

### Conversational Marketing

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | 8.9/10 | 52 |
| **Sprinklr Service** | N/A | N/A |

#### Messenger

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **Sequencing** | 8.9 (43 reviews) ✓ Verified | Not enough data | 
| **AI** | 8.4 (45 reviews) ✓ Verified | Not enough data | 
| **Live Chat** | 9.4 (48 reviews) ✓ Verified | Not enough data | 
| **Customization Interface** | 9.1 (48 reviews) ✓ Verified | Not enough data | 

#### Channels

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **Social Media** | 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 | 

#### Customers

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **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 | 

#### Agentic AI - Conversational Marketing

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **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 | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | N/A | N/A |
| **Sprinklr Service** | 8.4/10 | 67 |

#### Administration

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **Database Management ** | Not enough data | 8.6 (50 reviews) | 
| **Data Workflows** | Not enough data | 8.4 (47 reviews) | 
| **Issue Management** | Not enough data | 8.4 (47 reviews) | 

#### Knowledge Management

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **Knowledge Base** | Not enough data | 8.4 (48 reviews) | 
| **Publishing Workflows** | Not enough data | 8.3 (47 reviews) | 
| **Analytics** | Not enough data | 8.7 (52 reviews) | 

#### Compliance

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **Policies and Controls** | Not enough data | 8.3 (48 reviews) | 
| **Data Governance** | Not enough data | 8.5 (48 reviews) | 
| **Compliance** | Not enough data | 8.5 (45 reviews) | 
| **Auditing** | Not enough data | 8.3 (44 reviews) | 

#### Customer Support

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **Intelligent Search** | Not enough data | 8.0 (46 reviews) | 
| **Suggestions** | Not enough data | 8.1 (44 reviews) | 
| **Decision Trees** | Not enough data | 7.9 (45 reviews) | 

#### Data Security

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **Risk Data Attributes** | Not enough data | 8.4 (45 reviews) | 
| **Data Transport** | Not enough data | 8.4 (45 reviews) | 
| **Access Management** | Not enough data | 8.6 (48 reviews) | 
| **Multi-Factor Authentication** | Not enough data | 8.6 (47 reviews) | 

#### Administration

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **Integrations** | Not enough data | 8.5 (45 reviews) | 
| **User, Role, and Access Management** | Not enough data | 8.6 (44 reviews) | 
| **Performance and Reliability** | Not enough data | 8.6 (45 reviews) | 

#### Generative AI

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 7.3 (41 reviews) | 

### Conversation Intelligence

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | N/A | N/A |
| **Sprinklr Service** | 6.2/10 | 43 |

#### Call Analytics

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **Call Recording** | Not enough data | 5.7 (33 reviews) | 
| **Machine Learning** | Not enough data | 6.0 (35 reviews) | 
| **Call Analysis** | Not enough data | 5.6 (31 reviews) | 
| **Lead Qualification** | Not enough data | 6.1 (31 reviews) | 

#### Artificial Intelligence - Conversation Intelligence

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **Customer Scoring** | Not enough data | 6.3 (34 reviews) | 
| **Speech-to-Text** | Not enough data | 5.8 (31 reviews) | 
| **Sentiment Analysis** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 6.3 (30 reviews) | 

#### Agentic AI - Conversation Intelligence

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 5.9 (11 reviews) | 
| **Multi-step Planning** | Not enough data | 6.7 (11 reviews) | 
| **Cross-system Integration** | Not enough data | 6.1 (11 reviews) | 
| **Adaptive Learning** | Not enough data | 6.4 (11 reviews) | 
| **Natural Language Interaction** | Not enough data | 6.4 (11 reviews) | 
| **Proactive Assistance** | Not enough data | 6.7 (12 reviews) | 
| **Decision Making** | Not enough data | 6.8 (12 reviews) | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | N/A | N/A |
| **Sprinklr Service** | 7.9/10 | 58 |

#### Quality Assurance

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **Evaluation** | Not enough data | 8.2 (51 reviews) | 
| **Calibration** | Not enough data | 7.9 (50 reviews) | 
| **Reports** | Not enough data | 8.4 (51 reviews) | 

#### Engagement

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **Feedback** | Not enough data | 8.1 (51 reviews) | 
| **Dashboards** | Not enough data | 8.0 (50 reviews) | 
| **Training** | Not enough data | 7.7 (48 reviews) | 

#### Performance

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **Integrations** | Not enough data | 7.9 (49 reviews) | 
| **Compliance** | Not enough data | 8.3 (46 reviews) | 

#### Generative AI

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 6.9 (42 reviews) | 
| **AI Text Summarization** | Not enough data | 7.2 (41 reviews) | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | N/A | N/A |
| **Sprinklr Service** | 7.4/10 | 175 |

#### Channels

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **Voice** | Not enough data | 6.9 (142 reviews) | 
| **Social** | Not enough data | 8.4 (146 reviews) | 
| **Web Chat** | Not enough data | 7.9 (138 reviews) | 
| **Mobile SMS** | Not enough data | 7.5 (140 reviews) | 
| **Email** | Not enough data | 7.6 (135 reviews) | 

#### Generative AI

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | 6.6 (113 reviews) | 

#### Functions

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **Session Routing** | Not enough data | 7.5 (139 reviews) | 
| **Session Queuing** | Not enough data | 7.6 (132 reviews) | 
| **Concurrent Calling** | Not enough data | 7.3 (134 reviews) | 
| **Speech Analytics** | Not enough data | 7.3 (132 reviews) | 
| **Auto Dialer** | Not enough data | 6.8 (131 reviews) | 
| **IVR** | Not enough data | 7.1 (135 reviews) | 
| **Inbound Screen Pop** | Not enough data | 7.6 (128 reviews) | 
| **Persistent Data** | Not enough data | 8.0 (129 reviews) | 

#### Agentic AI - Contact Center

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 5.9 (22 reviews) | 
| **Cross-system Integration** | Not enough data | 6.7 (22 reviews) | 
| **Natural Language Interaction** | Not enough data | 6.2 (22 reviews) | 
| **Proactive Assistance** | Not enough data | 6.5 (22 reviews) | 

#### Administrative

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **Session Summary Notes** | Not enough data | 7.8 (130 reviews) | 
| **Administrator Access** | Not enough data | 7.8 (130 reviews) | 
| **Reporting & Dashboards** | Not enough data | 8.4 (144 reviews) | 
| **Session Recording** | Not enough data | 7.8 (131 reviews) | 
| **Agent Scheduling and Assignment** | Not enough data | 7.9 (142 reviews) | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | 8.7/10 | 117 |
| **Sprinklr Service** | 8.4/10 | 75 |

#### Responses

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **Customization** | 8.5 (103 reviews) | 8.5 (58 reviews) | 
| **Control** | 8.6 (104 reviews) | 8.5 (57 reviews) | 
| **Route To Human** | 8.9 (102 reviews) | 8.5 (57 reviews) | 
| **Menu bars** | 8.7 (99 reviews) | 8.6 (55 reviews) | 
| **Drip sequences** | 8.6 (83 reviews) | 8.3 (53 reviews) | 

#### Platform

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **Live chat** | 9.2 (105 reviews) | 8.6 (55 reviews) | 
| **Integrations** | 8.9 (100 reviews) | 8.4 (56 reviews) | 
| **Branding** | 8.8 (100 reviews) | 8.5 (56 reviews) | 
| **Analytics** | 8.5 (99 reviews) | 8.7 (56 reviews) | 
| **A/B testing** | 8.4 (78 reviews) | 8.1 (51 reviews) | 
| **Role-based access** | 9.0 (93 reviews) | 8.4 (56 reviews) | 
| **Collection of information** | 8.8 (94 reviews) | 8.2 (53 reviews) | 

#### Generative AI

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **AI Text Generation** | 8.4 (42 reviews) | 7.9 (38 reviews) | 
| **AI Text Summarization** | 8.6 (42 reviews) | 7.8 (37 reviews) | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | N/A | N/A |
| **Sprinklr Service** | 8.3/10 | 44 |

#### Workforce Management

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **Agent Availability** | Not enough data | 9.0 (33 reviews) | 
| **Skills Management** | Not enough data | 8.2 (33 reviews) | 
| **Shift Scheduling** | Not enough data | 8.1 (34 reviews) | 
| **Agent Self-Service** | Not enough data | 8.1 (33 reviews) | 
| **Mobile Access** | Not enough data | 8.1 (32 reviews) | 

#### Administration

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **Automation** | Not enough data | 7.8 (36 reviews) | 
| **Performance Analysis** | Not enough data | 8.7 (35 reviews) | 
| **Dashboards** | Not enough data | 8.6 (36 reviews) | 
| **Forecasting** | Not enough data | 8.1 (33 reviews) | 
| **Intraday Management** | Not enough data | 8.1 (35 reviews) | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | 8.6/10 | 165 |
| **Sprinklr Service** | N/A | N/A |

#### Conversational Platform

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **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 | Sprinklr Service | 
|---|---|---|
| **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 | Sprinklr Service | 
|---|---|---|
| **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 |
| **Sprinklr Service** | 7.9/10 | 195 |

#### Generative AI

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **AI Text Generation** | 8.5 (73 reviews) | 7.8 (74 reviews) | 
| **AI Text Summarization** | 8.6 (72 reviews) | 7.4 (72 reviews) | 
| **AI Text-to-Speech** | 7.8 (73 reviews) | 7.2 (72 reviews) | 

#### Communication

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **Pop-up Chat** | 9.2 (281 reviews) ✓ Verified | 7.9 (102 reviews) ✓ Verified | 
| **Notifications** | 8.5 (295 reviews) ✓ Verified | 8.3 (112 reviews) ✓ Verified | 
| **Targeted Emails** | 8.4 (202 reviews) ✓ Verified | 7.6 (99 reviews) | 
| **In-App Messaging** | 8.9 (248 reviews) ✓ Verified | 8.3 (101 reviews) | 
| **Co-Browsing** | 8.2 (138 reviews) ✓ Verified | 7.3 (95 reviews) | 

####  Internal Use

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **Customization ** | 8.5 (273 reviews) ✓ Verified | 7.9 (142 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.7 (269 reviews) ✓ Verified | 8.1 (108 reviews) ✓ Verified | 
| **Lead Development** | 8.4 (221 reviews) ✓ Verified | 8.0 (102 reviews) | 
| **Knowledge Base** | 8.7 (256 reviews) ✓ Verified | 8.4 (101 reviews) | 
| **Team Inbox ** | 9.0 (254 reviews) ✓ Verified | 8.0 (102 reviews) ✓ Verified | 
| **Customer Profiles** | 8.5 (255 reviews) ✓ Verified | 8.1 (108 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | 8.7/10 | 114 |
| **Sprinklr Service** | 7.6/10 | 67 |

#### Generative AI

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **AI Text Summarization** | 8.9 (33 reviews) | 7.5 (41 reviews) | 

#### Self-Service Experience

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **Knowledge Base** | 8.9 (92 reviews) | 8.0 (54 reviews) | 
| **Searchable Articles** | 8.7 (93 reviews) | 7.7 (55 reviews) | 
| **Community Forums** | 8.4 (80 reviews) | 7.4 (54 reviews) | 
| **Mobile Optimization** | 8.5 (67 reviews) | 8.1 (52 reviews) | 
| **Personalization** | 8.6 (69 reviews) | 7.7 (53 reviews) | 

#### Self-Service Platform

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **Branding** | 9.1 (74 reviews) | 8.1 (54 reviews) | 
| **Automation** | 8.9 (77 reviews) | 7.8 (53 reviews) | 
| **Artificial Intelligence** | 8.0 (68 reviews) | 7.4 (55 reviews) | 
| **Integrations** | 8.8 (77 reviews) | 7.7 (55 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 6.5 (8 reviews) | 
| **Multi-step Planning** | Not enough data | 7.1 (8 reviews) | 
| **Cross-system Integration** | Not enough data | 8.1 (8 reviews) | 
| **Adaptive Learning** | Not enough data | 7.3 (8 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.8 (9 reviews) | 
| **Proactive Assistance** | Not enough data | 7.9 (8 reviews) | 
| **Decision Making** | Not enough data | 7.3 (8 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | 9.2/10 | 58 |
| **Sprinklr Service** | 7.6/10 | 416 |

#### Generative AI

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **AI Text Generation** | 9.2 (23 reviews) | 6.9 (234 reviews) | 
| **AI Text Summarization** | 9.5 (23 reviews) | 6.8 (224 reviews) | 

#### Process

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **Mentions** | 9.4 (43 reviews) | 8.3 (315 reviews) | 
| **Tickets** | 9.4 (48 reviews) | 7.7 (314 reviews) | 
| **Macros** | 9.2 (42 reviews) | 8.2 (313 reviews) | 

#### Channels

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **Email** | 9.2 (50 reviews) | 7.3 (285 reviews) | 
| **Social** | 9.2 (53 reviews) | 8.8 (338 reviews) | 
| **Live Chat** | 9.5 (53 reviews) | 7.2 (277 reviews) | 
| **Phone** | 9.0 (43 reviews) | 6.6 (266 reviews) | 
| **Text** | 9.3 (44 reviews) | 7.5 (273 reviews) | 

#### Insight

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **Surveys** | 9.2 (41 reviews) | 7.7 (295 reviews) | 
| **Reporting** | 8.9 (49 reviews) | 8.3 (320 reviews) | 
| **Visitor Activity** | 9.2 (46 reviews) | 7.9 (287 reviews) | 
| **Help Desk** | 9.1 (48 reviews) | 7.6 (286 reviews) | 

### Speech Analytics

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | N/A | N/A |
| **Sprinklr Service** | 7.8/10 | 13 |

#### Generative AI

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 7.8 (12 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | N/A | N/A |
| **Sprinklr Service** | 7.0/10 | 115 |

#### Generative AI

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.1 (103 reviews) | 
| **AI Text Summarization** | Not enough data | 7.0 (103 reviews) | 

### Conversational Commerce Platforms

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | N/A | N/A |
| **Sprinklr Service** | 6.0/10 | 33 |

#### Conversational AI - Conversational Commerce Platforms

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **AI chatbots** | Not enough data | 5.6 (31 reviews) | 
| **Messaging and Notifications** | Not enough data | 6.2 (31 reviews) | 
| **AI agents ** | Not enough data | 5.9 (31 reviews) | 
| **Voice assistants** | Not enough data | 5.3 (30 reviews) | 
| **Communication apps** | Not enough data | 5.8 (30 reviews) | 

#### Platform integration - Conversational Commerce Platforms

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **Ecommerce stores** | Not enough data | 5.8 (30 reviews) | 
| **Sales channels** | Not enough data | 5.6 (30 reviews) | 
| **Payment Platform** | Not enough data | 5.7 (30 reviews) | 
| **Internal tools** | Not enough data | 5.9 (29 reviews) | 

#### Analytics and Reporting - Conversational Commerce Platforms

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **Conversational analytics** | Not enough data | 7.2 (29 reviews) | 
| **Advance reporting** | Not enough data | 7.1 (29 reviews) | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | N/A | N/A |
| **Sprinklr Service** | N/A | N/A |

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

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **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 | Sprinklr Service | 
|---|---|---|
| **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 | Sprinklr Service | 
|---|---|---|
| **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 | Sprinklr Service | 
|---|---|---|
| **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 | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshchat** | N/A | N/A |
| **Sprinklr Service** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Freshchat | Sprinklr Service | 
|---|---|---|
| **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 (5):** [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), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents)

**Unique to Freshchat (2):** [Conversational Marketing Software](https://www.g2.com/categories/conversational-marketing), [Conversational Support Software](https://www.g2.com/categories/conversational-support)

**Unique to Sprinklr Service (9):** [Conversational Commerce Platforms](https://www.g2.com/categories/conversational-commerce-platforms), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Speech Analytics Software](https://www.g2.com/categories/speech-analytics), [Conversation Intelligence Software](https://www.g2.com/categories/conversation-intelligence), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Help Desk Software](https://www.g2.com/categories/help-desk), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Contact Center Software](https://www.g2.com/categories/contact-center)


---
## Reviewer Demographics

### By Company Size

| Segment | Freshchat | Sprinklr Service | 
|---|---|---|
| **Small-Business** | 58.2% | 27.3% | 
| **Mid-Market** | 35.5% | 30.3% | 
| **Enterprise** | 6.2% | 42.4% | 

### 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%

#### Sprinklr Service

- **Consumer Services:** 10.9%
- **Marketing and Advertising:** 10.2%
- **Information Technology and Services:** 5.3%
- **Financial Services:** 5.0%
- **Food & Beverages:** 4.0%
- **Telecommunications:** 4.0%
- **Insurance:** 3.8%
- **Entertainment:** 3.5%
- **Hospital & Health Care:** 3.0%
- **Retail:** 3.0%
- **Other:** 47.3%

---
## Alternatives

### Alternatives to Freshchat

- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3880 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6994 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1907 reviews)
- [Drift](https://www.g2.com/products/drift/reviews) — 4.4/5 stars (1255 reviews)
- [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.5/5 stars (810 reviews)
- [Crisp](https://www.g2.com/products/crisp/reviews) — 4.5/5 stars (200 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [Birdeye](https://www.g2.com/products/birdeye/reviews) — 4.7/5 stars (4148 reviews)
- [Wati](https://www.g2.com/products/wati/reviews) — 4.6/5 stars (494 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7757 reviews)

### Alternatives to Sprinklr Service

- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7356 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1555 reviews)
- [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (618 reviews)
- [LivePerson](https://www.g2.com/products/liveperson/reviews) — 4.3/5 stars (207 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6994 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews)
- [Sprout Social](https://www.g2.com/products/sprout-social/reviews) — 4.4/5 stars (6448 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2520 reviews)
- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (464 reviews)

---
## 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..."

### Sprinklr Service

- Title: [Does anyone have experience with Sprinklr sentiment analysis](https://www.g2.com/discussions/does-anyone-have-experience-with-sprinklr-sentiment-analysis) — 1 comment, 1 upvote
  > **Top comment:** "i have really lost alot of money in the name of bitcoin mining and binary trading because i kept meeting the wrong managers ,.... it is sad that i have..."

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