# FreshChat Reviews **Vendor:** Freshworks **Category:** [Live Chat Software](https://www.g2.com/categories/live-chat) **Average Rating:** 4.4/5.0 **Total Reviews:** 498 ## About FreshChat Freshchat (a product of Freshworks Inc.) is a conversational engagement solution that helps businesses engage with customers across multiple channels such as web chat, email, phone, and social channels like WhatsApp, Instagram, and iMessage. Freshchat also offers native AI-powered chatbots that can be easily built with a no-code builder, which helps businesses provide personalized self-service at scale. With Freshchat's journey builder and ready-made playbooks, businesses can stay ahead of their customer's needs and support them proactively whenever necessary. Freshchat also provides a comprehensive view of the customer's conversation history and other relevant information, making agents more productive and enabling them to provide personalized experiences. ## FreshChat Pros & Cons **What users like:** - Users love the **ease of use** with FreshChat, enabling quick agent responses and effective automation setups. (11 reviews) - Users appreciate the **multiple communication channels** FreshChat offers, streamlining customer support and enhancing interaction efficiency. (7 reviews) - Users value the **ease of use and AI suggestions** in FreshChat, enhancing customer service efficiency and training. (6 reviews) - Users value the **automation features** of FreshChat, facilitating efficient customer service and quick resolution times. (5 reviews) - User Interface (4 reviews) - Analytics (3 reviews) - Users value the **effective chat features** of FreshChat, enhancing query management and improving response efficiency. (3 reviews) - Chat Functionality (3 reviews) - Communication Ease (3 reviews) - Customization (3 reviews) **What users dislike:** - Users find **AI limitations** in FreshChat, particularly with Freddy AI's basic functionality and understanding, hindering the experience. (3 reviews) - Difficult Learning (3 reviews) - Expensive (3 reviews) - Inadequate Reporting (3 reviews) - Lack of Insights (3 reviews) - Users find that FreshChat's **limited AI capabilities** hinder advanced automation and complex routing, affecting overall functionality. (3 reviews) - Limited Automation (3 reviews) - Limited Customization (3 reviews) - Automation Complexity (2 reviews) - Challenging Reporting (2 reviews) ## FreshChat Reviews ### 1. 13 Days of Total Outage. $1,000 Compensation. $100K+ in Damages **Rating:** 0.0/5.0 stars **Reviewed by:** Mohammed A. | Co-Founder - Digital Marketing Manger , Small-Business (50 or fewer emp.) **Reviewed Date:** May 22, 2026 **What do you like best about FreshChat?** Before the disaster, the multi-channel integration was genuinely useful. Managing WhatsApp, website chat, and social media from one dashboard worked well for our team. The interface was clean and our agents adapted quickly. That's what made the betrayal worse, we actually relied on it. **What do you dislike about FreshChat?** In March 2026 our entire Freshchat account went completely dark for 13 consecutive days. Not slow, not degraded. Completely dead. Zero access to any channel. During that time Freshworks provided no recovery plan, no estimated timeline, no interim solution, and near-total silence. We lost approximately 6,500 customer conversations permanently. Our customers started calling us scammers publicly because we couldn't respond to anyone for almost two weeks. Negative reviews flooded every platform. After restoration, we spent two months chasing Freshworks for compensation. Their "internal discussions" and "management approvals" dragged on endlessly. The final offer? $1,000. For 13 days of total outage and over $100K in documented damages. The product failed catastrophically, and the company behind it showed zero accountability. **What problems is FreshChat solving and how is that benefiting you?** It was supposed to centralize all our customer support across 6 GCC countries. It did that until it didn't. When the system went down for 13 days, having everything in one basket meant we lost everything at once. No redundancy, no failover, no backup. The single point of failure that Freshchat became actually made our situation worse than if we'd used separate tools for each channel. ### 2. FreshChat: Easy to Use but Could Use Better Analytics **Rating:** 3.5/5.0 stars **Reviewed by:** Siddharth O. | Customer Success Advisor, Enterprise (> 1000 emp.) **Reviewed Date:** April 28, 2026 **What do you like best about FreshChat?** FreshChat makes customer communication feel effortless thanks to its clean, intuitive interface. Being able to manage conversations across multiple channels—email, chat, and social media—from a single dashboard is a major time-saver and keeps everything organized in one place. The AI-powered chatbots are also useful for handling routine questions right away, which helps reduce the workload on support agents. **What do you dislike about FreshChat?** FreshChat can feel somewhat limiting when it comes to more advanced customization. Its reporting and analytics also come across as fairly basic compared to competitors, which makes it harder to pull deeper insights from customer interactions. On top of that, the mobile app experience isn’t as smooth or consistent as the desktop version, and occasional notification delays can lead to missed messages. **What problems is FreshChat solving and how is that benefiting you?** FreshChat helps us centralize all customer support conversations in one place, which removes the chaos of juggling multiple communication channels separately. The automated chatbots can handle common questions right away, cutting down response times and allowing agents to focus on more complex issues. Overall, it has noticeably improved our team’s productivity and boosted customer satisfaction. ### 3. Streamlined Chat Management with Robust Features **Rating:** 4.0/5.0 stars **Reviewed by:** Mandip P. | Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** April 20, 2026 **What do you like best about FreshChat?** I find FreshChat incredibly helpful for managing customer conversations across multiple platforms by bringing everything into a single dashboard. It helps our team respond quickly, avoid missing messages, and maintain better organization. I appreciate the AI integration through Freedly AI, which aids in chatbot automation and quick responses for basic customer handling. I also like the shared inbox and team collaboration features that allow multiple agents to work together efficiently on conversations. The feature of tracking customer chat history is particularly useful for resolving queries. The initial setup was easy and straightforward, and the onboarding team was helpful in explaining the features and options. **What do you dislike about FreshChat?** When the volume is at peak, it may affect the performance, causing delays in chat. Reporting and analytics need customization, and agent performance reports need improvement. Reports are not fully real-time, which impacts monitoring live performance during peak hours. The customization options for the dashboard need enhancement. **What problems is FreshChat solving and how is that benefiting you?** FreshChat resolves customer conversation management across platforms by unifying them into one dashboard, improving fast response and organization. Its automation and chatbot handle repetitive queries, shared inbox and team collaboration enhance efficiency, and chat history tracking helps solve customer queries. ### 4. Easy-to-Use Live Chat Tool That Improves Customer Communication **Rating:** 4.0/5.0 stars **Reviewed by:** Eric . | Customer Onboarding and Support Executive, Mid-Market (51-1000 emp.) **Reviewed Date:** January 23, 2026 **What do you like best about FreshChat?** What I like most about Freshchat is how simple and intuitive it is for everyday customer communication. The interface is clean, and it’s easy to handle multiple conversations at once without feeling overwhelmed. I also appreciate how well the conversations are organized, and how quickly I can respond using saved replies. Another big plus is the integration with other Freshworks products, which keeps customer information and past interactions easy to access in one place. **What do you dislike about FreshChat?** While Freshchat works well overall, I’ve noticed that notifications can sometimes be delayed, particularly when chat volume is high. I also find that some of the more advanced capabilities—like deeper customization options or more robust analytics—feel somewhat limited unless you’re on a higher-tier plan. These aren’t major issues, but they’re areas where the product could improve and feel more consistent. **What problems is FreshChat solving and how is that benefiting you?** Freshchat helps streamline real-time customer support by bringing all live conversations into a single platform. Before using it, managing chats across different channels felt disorganized and inefficient. With Freshchat, I can respond faster, conversations are tracked more consistently, and collaboration within the team feels smoother. As a result, response times have improved, fewer messages get missed, and the overall customer experience is better. Overall, it’s a reliable tool that makes customer communication more structured, clear, and manageable. ### 5. All-in-One Messaging Platform That Streamlines Customer Support **Rating:** 4.5/5.0 stars **Reviewed by:** Samson Vibin A. | Team Leader, Mid-Market (51-1000 emp.) **Reviewed Date:** January 07, 2026 **What do you like best about FreshChat?** Freshchat brings multiple channels—website chat, in-app messaging, social inboxes (like WhatsApp/Facebook Messenger), and email—into one place. That means no jumping between tools to respond to customers. Freshchat gives meaningful metrics—like first response time, resolution time, agent productivity, and customer satisfaction—that help teams improve support performance. Agents see order history, user properties, and previous conversations right in the chat window, which speeds up resolution and personalizes interactions **What do you dislike about FreshChat?** While Freshchat covers basics really well, some advanced capabilities (like highly nuanced automation or complex routing logic) aren’t as robust as in tools like Intercom or Zendesk. As you add more team members, channels, and automation features, costs go up quickly—especially for startups or smaller teams **What problems is FreshChat solving and how is that benefiting you?** Support messages come in from multiple places—website chat, in-app messages, WhatsApp, Facebook, email, etc.—and teams struggle to keep track. Freshchat pulls all these into a single inbox with context, so agents don’t miss messages. Agents spend too much time answering the same basic questions (e.g., “Where’s my order?” or “What’s your return policy?”). Predefined answers, canned responses, and automation handle routine queries ### 6. Initial Setup Great, But Ongoing Support Lacking **Rating:** 0.5/5.0 stars **Reviewed by:** Ashwini S. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 15, 2026 **What do you like best about FreshChat?** I found the support during the initial setup of FreshChat to be very helpful. The setup was easy, which made the initial experience with FreshChat quite positive. **What do you dislike about FreshChat?** The FreshChat itself stopped working for us for, like, two months. Our experience with FreshChat hasn't been that great. The fixed menu where you can click your knowledge base or video just refused to work. Their support has to improve. It hasn't been good. Our experience with the support after we started using FreshChat has been quite bad. Even though the product did not work, they continued to bill us. Overall, it was quite an unpleasant experience. **What problems is FreshChat solving and how is that benefiting you?** I use FreshChat to include a chatbot in our application. ### 7. Robust Chat Features with Room for Improvement **Rating:** 3.5/5.0 stars **Reviewed by:** Adrianna M. | Director of Sales & Customer Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** May 01, 2026 **What do you like best about FreshChat?** I use FreshChat for live chats with our customers, and it really allows us to communicate better and more efficiently. I like the robust features, including the ability to see read receipts, have canned responses, live translation, and auto-assignment of chats. The initial setup of FreshChat was pretty easy, and I appreciate that it was part of the omnichannel package that included Freshdesk, Freshchat, and Freshcaller, especially considering the price. **What do you dislike about FreshChat?** I don't like the lack of customization with the CSAT scores, that needs to be majorly updated. **What problems is FreshChat solving and how is that benefiting you?** FreshChat enables us to communicate with our customers live for quicker responses compared to email, enhancing efficiency with features like read receipts, canned responses, live translation, and auto-assignment. ### 8. Revolutionary customer engagement **Rating:** 4.0/5.0 stars **Reviewed by:** Bhargav A. | Information Technology Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** October 21, 2023 **What do you like best about FreshChat?** I like the AI chatbot feature in Freshchat, it helps reply to customers faster and saves time for the team. Also the inbox is pretty easy to use. **What do you dislike about FreshChat?** Sometimes the dashboard feels little confusing at first and some settings are hard to find, it can be more simple maybe. Notifications could be bit better because sometimes new messages dont show properly and its easy to miss them. **What problems is FreshChat solving and how is that benefiting you?** As an international business, catering to clients in different time zones can be challenging. With Freshchat's auto-answer feature, I no longer worry about missing inquiries when I am away. Its like having a reliable virtual assistant that ensures our clients receive timely responses, enhancing our customer service and global presence ### 9. Efficient Real-Time Chat Management **Rating:** 4.0/5.0 stars **Reviewed by:** Jitendra K. | Manager, Implementation Services, Marketing and Advertising, Mid-Market (51-1000 emp.) **Reviewed Date:** February 27, 2026 **What do you like best about FreshChat?** It's real-time chat visibility and intuitive interface, which makes it easy to manage conversations, monitor agent performance, and ensure quick response times. **What do you dislike about FreshChat?** One drawback of Freshchat is that reporting and analytics can feel limited at times, and certain automation workflows require additional setup to function smoothly. **What problems is FreshChat solving and how is that benefiting you?** It solves real-time customer communication challenges by centralizing chat interactions and providing visibility into agent performance. This helps me manage workload effectively, ensure faster responses, and maintain better service quality. ### 10. Effortless Customer Interactions, Needs Smarter AI **Rating:** 4.5/5.0 stars **Reviewed by:** Pratik Y. **Reviewed Date:** December 10, 2025 **What do you like best about FreshChat?** I use FreshChat to handle customer's live chats and find it to be a very simple tool. I like that it makes handling customer complaints and queries easy, and assists in closing them on time. The tool provides all customer information on the same page where we take chats, which is really handy. I also appreciate the Freddy AI feature that suggests proper resolutions. FreshChat has a very easy UI, making it easy to teach and train new people. The initial setup was very easy and did not require much integration or bandwidth. **What do you dislike about FreshChat?** Freshchat needs work more on AI as Freddy AI is a very basic tool and needs more automation. **What problems is FreshChat solving and how is that benefiting you?** I use FreshChat to handle customer live chats, making it easy to manage complaints and close queries on time. It provides customer info on the same page and offers resolution suggestions. Freddy AI, though basic, simplifies my workload. The easy UI aids in training new users. ### 11. Excellent tool to handle customers via chats **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Individual & Family Services | Small-Business (50 or fewer emp.) **Reviewed Date:** July 13, 2023 **What do you like best about FreshChat?** AI Freddy is genuinely helpful, and configuring the botflow to match our requirements is straightforward. The product consultation has also been very helpful in guiding us and making sure we set things up the way we need. **What do you dislike about FreshChat?** Improvement is needed on the analytics front; it currently feels very limited and overly complicated. **What problems is FreshChat solving and how is that benefiting you?** Handling customer concerns/queires ### 12. Enhanced Freshchat Support and Features for Improved Accessibility and Insights **Rating:** 4.5/5.0 stars **Reviewed by:** Geeta S. | Customer Support- Lead, Small-Business (50 or fewer emp.) **Reviewed Date:** September 14, 2024 **What do you like best about FreshChat?** I really appreciate the Freshchat customer support. They're always available when needed and provide instant assistance. I also enjoy the upgraded version of Freshchat with additional features that make it much easier to access statistics. **What do you dislike about FreshChat?** There's no particular issue I dislike about Freshchat, but I would suggest improving the notification system. It would be beneficial if we could improve the home page of the chat interface, as it could use an upgrade to better meet current needs. We're also looking forward to the addition of some advanced features soon. **What problems is FreshChat solving and how is that benefiting you?** Freshchat makes it easy for users to communicate with us; they can simply reach out and get help with just a message. It is beneficial for our company from a customer-centric perspective, as our users can connect with us 24/7 if they have any issues or queries. ### 13. Easy to use for managing conversations and tickets with customers **Rating:** 4.0/5.0 stars **Reviewed by:** Gabriel A. | Product Manager, Renewables & Environment, Mid-Market (51-1000 emp.) **Reviewed Date:** March 10, 2026 **What do you like best about FreshChat?** The main use I give it is to generate conversations and tickets with my clients. So, its ease of use is what I benefit from the most. **What do you dislike about FreshChat?** Perhaps the learning curve is a bit slow, but generally everything is fine. **What problems is FreshChat solving and how is that benefiting you?** As I mentioned, it solves the accumulation of messages with clients since with chatbots it is more autonomous. ### 14. Excellent place to assist the customer while on chat **Rating:** 5.0/5.0 stars **Reviewed by:** Adil K. | Team Lead, Apparel & Fashion, Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2024 **What do you like best about FreshChat?** I can merge all the platforms at a place example fb, instagram, whatsapp etc and assist the customer on the same, even create automation for bot to reply, integration is pretty easy, and it is easy to undertstand and implement, customer support is excellent, we use it on daily basis 24x7 **What do you dislike about FreshChat?** Unhappy customer giving multiple Dsats, which needs to address and even we cannot exclude them from giving surveys **What problems is FreshChat solving and how is that benefiting you?** Freshchat is dooing commendable job interms of giving a platform where in we can use a single window to assist customers from various other platforms, and we can even listen to there voicenotes send files to the customer on the go ### 15. Great in handling customer queries tool **Rating:** 5.0/5.0 stars **Reviewed by:** Saurabh G. | Project Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** October 03, 2025 **What do you like best about FreshChat?** I like that Freshchat brings all learner queries into one place, making it easy to manage. Its automation and chatbots save time by handling repetitive questions quickly and also the rating and review system which helps me improving my resolutions. **What do you dislike about FreshChat?** Till now nothing as such that I dislike yes the app can be better. **What problems is FreshChat solving and how is that benefiting you?** Freshchat is helping me manage and respond to learner queries in one place, reducing delays and confusion. It also saves time with automation for repetitive questions, so I can focus on resolving more important issues. ### 16. Easy Setup and Great Support, But Can Be Slow with Multiple Chats **Rating:** 4.0/5.0 stars **Reviewed by:** Sharifa M. | Software Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** October 23, 2025 **What do you like best about FreshChat?** I like Freshchat because it is easy to use and quick to set up. It also integrates well with other tools, and the customer support has been helpful. **What do you dislike about FreshChat?** At times, Freshchat can seem a little sluggish when handling several chats at once, and I think some features could be designed to be more intuitive. **What problems is FreshChat solving and how is that benefiting you?** Freshchat really helps me respond to customers more quickly, and it also allows me to manage multiple chats simultaneously, which keeps customers satisfied. ### 17. Powerful AI Chatbots & Synced CRM, But Mobile App Needs Improvement **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Primary/Secondary Education | Small-Business (50 or fewer emp.) **Reviewed Date:** January 21, 2026 **What do you like best about FreshChat?** 1 AI powered Chat bots, help in time saving and efficiency. 2. CRM and integration are synced which helps in data & lead management **What do you dislike about FreshChat?** Faced a lot issues with the mobile apps. Some functions does not work for n app as compared to website **What problems is FreshChat solving and how is that benefiting you?** Fresh hats has helped me with time management as and response time. As all social channels are integrated on one platform. ### 18. Very userfriendly **Rating:** 5.0/5.0 stars **Reviewed by:** Vallinayagam G. | Customer Delight Executive, Consumer Services, Mid-Market (51-1000 emp.) **Reviewed Date:** September 17, 2025 **What do you like best about FreshChat?** Its easy to customise and creating bot flow is very easy. **What do you dislike about FreshChat?** Training AI is littlie difficult and understanding the reports is little confusing. **What problems is FreshChat solving and how is that benefiting you?** Its reduced a work load and provding a solution even after the business hours. ### 19. Easy to set up! **Rating:** 4.5/5.0 stars **Reviewed by:** Carissa L. | Marketing, PR, Events Leader, Small-Business (50 or fewer emp.) **Reviewed Date:** July 29, 2025 **What do you like best about FreshChat?** It’s really easy to set up. I was able to do it myself without the help of the developer, which is great for someone like my business that doesn’t have an in-house developer. **What do you dislike about FreshChat?** Nothing really overall is great and easy to use. It’s a good addition for our customer service team. No issues setting up **What problems is FreshChat solving and how is that benefiting you?** This is our customers another way to easily reach out and can save our customer service team from spending time on the phone or emailing back-and-forth so it’s great ### 20. Easy chat **Rating:** 4.5/5.0 stars **Reviewed by:** Atef F. | CS advisor, Consumer Services, Mid-Market (51-1000 emp.) **Reviewed Date:** September 29, 2024 **What do you like best about FreshChat?** How easy access to the analytics to the chats performance **What do you dislike about FreshChat?** The cht bilox could be redesigned to be more easier **What problems is FreshChat solving and how is that benefiting you?** Support the customers with easy access ### 21. Easy to use, smart and helpful AI chat experience **Rating:** 5.0/5.0 stars **Reviewed by:** Furkan K. | Contact centre associate, Enterprise (> 1000 emp.) **Reviewed Date:** October 06, 2025 **What do you like best about FreshChat?** Very easy to use and also very accurate and fastness of this makes me like it the most. **What do you dislike about FreshChat?** Sometimes misunderstands my request of difficult situations which makes the experience bad for me. **What problems is FreshChat solving and how is that benefiting you?** I don’t have to search on multiple sources it is a one place to get answers for my questions. It breaks difficult tasks into easier ones such as drafting, learning new things and the main thing is that it helps me make the decision faster. ### 22. Seamless Integration and Excellent Support – A Must-Have for Customer Engagement **Rating:** 4.0/5.0 stars **Reviewed by:** Shahabuddin K. | Trainer, Mid-Market (51-1000 emp.) **Reviewed Date:** September 13, 2024 **What do you like best about FreshChat?** Freshchat has been a game-changer for us at Kalki Fashion, providing an easy-to-use platform that integrates perfectly with our website. The chatbot automation has significantly improved our customer service efficiency. The ease of use, combined with its rich features like detailed reporting and analytics, has made tracking our customer support performance simple. Additionally, their customer support team is responsive and proactive, ensuring issues are resolved swiftly. **What do you dislike about FreshChat?** The platform is robust, but there's always room for improvement. Occasionally, navigating through some of the more advanced features can be tricky without proper guidance. An enhanced knowledge base or more intuitive user tutorials for complex features would be a helpful addition. Also, I had a very bad experience with their management regarding the refund last year. **What problems is FreshChat solving and how is that benefiting you?** Freshchat helps us manage customer inquiries in real time, ensuring quick responses and improving customer satisfaction. The detailed reporting and analytics give us valuable insights into customer behavior, enabling us to continuously optimize our support processes. Overall, it has streamlined our customer communication, enhanced efficiency, and improved our service quality, leading to higher customer retention and loyalty. ### 23. Freshchat chatbot enables us to collect all essential information before speaking with the client. **Rating:** 4.5/5.0 stars **Reviewed by:** Joanna K. | Customer Operations Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** September 13, 2024 **What do you like best about FreshChat?** I appreciate the ability to create topics in multiple languages, allowing us to personalize chat conversations based on our clients' needs. A great feature our team uses daily is the chatbot, which collects essential customer data and connects them to our agents with all the necessary information. This significantly reduces the time it takes for agents to assist customers. **What do you dislike about FreshChat?** I needed some time to get used to the analytics in FreshChat. I believe this is an area that could be improved – I would appreciate more interactive reports and easier options for exporting data. **What problems is FreshChat solving and how is that benefiting you?** We created chatbot flows that help solve common issues, such as: 'I need to add tests to my visit' – by providing step-by-step instructions on how to add them; 'I need to schedule a new visit' – similarly, by showing how to do it; 'How can I use my consultation?' – by guiding users to the necessary information and explaining how to schedule a meeting. This benefits our team by reducing the number of conversations forwarded to them, allowing them more time to focus on more complex tickets. ### 24. Good Overall, sometimes rough with Freshbot **Rating:** 4.0/5.0 stars **Reviewed by:** Davi A. | Freshworks Tools Agent / App Developer, Small-Business (50 or fewer emp.) **Reviewed Date:** September 12, 2024 **What do you like best about FreshChat?** Intelliassign per agent group assigning agents automatically is nice. So is the "create ticket" to either fresh desk or fresh service feature. Freshbot feature to customize customer support. Knowledge base importation was a life safer. **What do you dislike about FreshChat?** "Comercial Time" overrides the "Offline Experience" text, making it so that offline experiences text wont show after the comercial time set. Freshbot sometimes is limiting and has a couple bugs. Example being a ticket I opened in which it was explained to trigger a logic flow on web widget, id first need a message send from the customer, whereas on the WhatsApp version, i can load up a logic as soon as the bot is triggered. Though the recent custom javascript adicion is a good step. **What problems is FreshChat solving and how is that benefiting you?** Through the channels feature, we are able to receive Our customers questions either via WhatsApp for their comfort, Or via web widget, on our fresh desk support website. And using fresh chat helps out since we can transfer a conversation over to our main Tickets based customer support portal, that being Freshdesk. ### 25. Useful **Rating:** 4.5/5.0 stars **Reviewed by:** Elvis V. | Onboarding Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** July 10, 2025 **What do you like best about FreshChat?** the ease of generating customer service bots **What do you dislike about FreshChat?** it is not so integrable with other tools except through webhook or API, and it requires a lot of complexity **What problems is FreshChat solving and how is that benefiting you?** live chat offers the possibility of real-time assistance ### 26. Two in one product which you can use to support your companies' activities on live bases **Rating:** 4.0/5.0 stars **Reviewed by:** Tsietsi K. | Reports Officer, Small-Business (50 or fewer emp.) **Reviewed Date:** October 03, 2024 **What do you like best about FreshChat?** I get an opportunity to also ask or continue with a discussion with our customer(reporters) and have a clear undersanding of what is expected from our organisation. You also can choose to be online or offline while working out conversations. **What do you dislike about FreshChat?** I would have preferred freshchat to pick up a spam number and give out one conversation and not many chats or creating multiple tickets for the same contact details. **What problems is FreshChat solving and how is that benefiting you?** At the end of each conversation the chatbot is able to create or gives out a ticket number to our users(Whistleblowers), which helps us track conversations and also when we require detailed information we can continue chating from an already existing Ticket or Chat. ### 27. OmniChannel Chat support simplified **Rating:** 4.0/5.0 stars **Reviewed by:** KANAGARAJ K. | Senior Application Engineer, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** August 11, 2023 **What do you like best about FreshChat?** It's free to try and can be integrated with your webpage. A lot of automation can be added, let it be an initial response, collecting details when the agent is not available, bot suggestions, resolving and creating or merging with an existing one, etc **What do you dislike about FreshChat?** Auto naming of users when they do not share their details. It doesn't seem professional. In-built integration with Whatsapp should be provided in the free version too. **What problems is FreshChat solving and how is that benefiting you?** Customers usually come to our knowledgebase for self-service and when they did not find an answer their too, they are now able to directly chat with us with the widget we have added. Previously, customers may drop out loosing interest if they did not find what they are looking for. ### 28. In my view, one of the especially beneficial when it comes to interface. **Rating:** 5.0/5.0 stars **Reviewed by:** Syed I. | Senior customer support executive, Small-Business (50 or fewer emp.) **Reviewed Date:** July 14, 2023 **What do you like best about FreshChat?** Freshchat is used in many organizations where I have worked, and it is a really efficient way to use the feature because it is convenient, simple to use, and highly helpful. **What do you dislike about FreshChat?** Such problems don't exist in my opinion, and it really does reduce the amount of effort. In that situation, the Intelliassign is the best alternative because it is the best option in terms of work, as I will discuss below. **What problems is FreshChat solving and how is that benefiting you?** Yes, it is one of the best option one organization could have, I personally prefer the Intelli Assign the best option, in my organization we used to sufer to reach out FRT but as per using the IntelliAssign is my personal favorite. ### 29. Great app with great functionalities **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Facilities Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 17, 2023 **What do you like best about FreshChat?** Freshchat offers a seamless and intuitive chat experience for businesses. Its user-friendly interface, automated responses, and robust customization options make it a valuable tool for customer engagement. The platform's real-time analytics provide valuable insights, empowering businesses to enhance customer support. However, occasional glitches in the system may disrupt the flow. Overall, Freshchat is a reliable choice for companies seeking efficient communication solutions. **What do you dislike about FreshChat?** Freshchat, like any software, has its imperfections. Users may encounter occasional glitches or technical issues that disrupt the smooth flow of communication. **What problems is FreshChat solving and how is that benefiting you?** Freshchat addresses communication challenges for businesses by providing a unified platform for customer interactions. It streamlines conversations, reducing response times and enhancing customer support efficiency. Automation features help manage high volumes of queries, improving overall team productivity. Real-time analytics provide valuable insights, aiding in better decision-making. The ability to customize and scale the platform allows businesses to tailor their communication strategy. In essence, Freshchat's solutions contribute to a more streamlined and effective customer engagement process. ### 30. Easy to Use **Rating:** 5.0/5.0 stars **Reviewed by:** Priya P. | SME, Small-Business (50 or fewer emp.) **Reviewed Date:** September 11, 2024 **What do you like best about FreshChat?** Easy while conversation, enhance customer support as it helps to reply and solve the customer query quickly, easily we can monitor user performance. **What do you dislike about FreshChat?** I don't have any dislike as fas I have used, I get resports and all easily so no dislike, but yes the view of dashboard can be simplified a little bit **What problems is FreshChat solving and how is that benefiting you?** Freshchat connects customers easily to us which helps us resolving the issues quickly and easily. and the view is same as of normal chats so the user don't get difficulty too to understand. ### 31. Easy to interact and connect with support in seconds **Rating:** 5.0/5.0 stars **Reviewed by:** Renu A. | Customer success executive, Consumer Services, Mid-Market (51-1000 emp.) **Reviewed Date:** July 14, 2023 **What do you like best about FreshChat?** Using Freshchat am able to solve the customer's queries and concerns highlighted through the app or website and provide real-time solutions so that there no hassles. **What do you dislike about FreshChat?** The main issue with the Freshchat is loading issues and sometime new chat will not be shown in assigned and old chats will disappear **What problems is FreshChat solving and how is that benefiting you?** We are able to solve the customers queries and complaints regarding to our services and interact with their needs and provide suitable resolutions, customers can chat with us anytime 24/7 ### 32. Quick and simple to use **Rating:** 3.0/5.0 stars **Reviewed by:** Rajul I. | Technical Support Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** September 15, 2024 **What do you like best about FreshChat?** Easy to integrate to internal platforms, reporting is good. Used quite a lot by our clients and is a good tool to have within the support desk. **What do you dislike about FreshChat?** Does not have an option to edit message sent, this is a must in chat platforms. Chat bot is not great (freddy) does not really understand and setting up freddy can take time. **What problems is FreshChat solving and how is that benefiting you?** Provides live access to a support rep which may have been done via a phone if not available. ### 33. The FreshChat tools provide all the messaging features we need to support our customer. **Rating:** 5.0/5.0 stars **Reviewed by:** Marcos B. | CTO Brasil, Small-Business (50 or fewer emp.) **Reviewed Date:** September 12, 2024 **What do you like best about FreshChat?** FreshChat helped us to integrate with WhatsApp in a very easy way, allowing us to build bots and improve our customers experience. **What do you dislike about FreshChat?** Some features that seems to be basic are only supported on higher plans. **What problems is FreshChat solving and how is that benefiting you?** Customers in Brazil are avoiding calling a call center. They prefer interacts by chating, specially WhatsApp. FreshChat was a very easy way to integrate WhatsApp to a Support Solution. ### 34. Freshchat, a user friendly and convenient to use app **Rating:** 3.5/5.0 stars **Reviewed by:** Pravin B. | Subject Matter Expert over Legal Escalations, Cosmetics, Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2024 **What do you like best about FreshChat?** Freshchat is user friendly and convenient to use. **What do you dislike about FreshChat?** Soon once the chat gets closed or resolved, automatically a ticket should get created, but here it is manual. **What problems is FreshChat solving and how is that benefiting you?** We offer customers with chat mediums of live conversation and Freshchat helps with the interactions to resolve customer's concern. ### 35. Great tool for efficient customer support **Rating:** 4.0/5.0 stars **Reviewed by:** Dhruvit P. | Customer Delight Ninja, Small-Business (50 or fewer emp.) **Reviewed Date:** August 22, 2024 **What do you like best about FreshChat?** I’ve been using the Freshworks Customer Service Suite for more than 4 years, and it’s been very useful. The features like ticket management, live chat, and automation have really improved our customer support. **What do you dislike about FreshChat?** One small area for improvement could be the customization options for reports. Overall, it’s a great tool, and I’d definitely recommend it to others looking for a reliable customer service solution. **What problems is FreshChat solving and how is that benefiting you?** Freshworks Customer Service Suite helps us manage lots of customer questions in one place. With its ticket management, live chat, and automation, it makes handling support faster and easier. This has really helped us respond to customers quickly and keep things organized. ### 36. ease of implementation **Rating:** 4.5/5.0 stars **Reviewed by:** Gopi R. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 25, 2024 **What do you like best about FreshChat?** The ease of implementing Automations with customization is really helpful. it is self explanatory to a level that my agents write automation for any impromtu situations **What do you dislike about FreshChat?** The chatbot could be a bit more dynamic, in terms of taking the query from users **What problems is FreshChat solving and how is that benefiting you?** Helping me manage multiple teams each having its own inflow and some using chat and some using mail and bot ### 37. Chat **Rating:** 2.5/5.0 stars **Reviewed by:** Samantha W. | Customer Service Lead, Small-Business (50 or fewer emp.) **Reviewed Date:** November 05, 2024 **What do you like best about FreshChat?** I like how it has all the coversations saved. **What do you dislike about FreshChat?** The chat feature does not beep or anything when it comes through. Also we are not able to send customers a email of the chat. **What problems is FreshChat solving and how is that benefiting you?** It solving not having so much phone traffic. I am able to resolve a issue faster. ### 38. Good support tool **Rating:** 5.0/5.0 stars **Reviewed by:** Prerak J. | Associate team lead, Education Management, Small-Business (50 or fewer emp.) **Reviewed Date:** November 22, 2024 **What do you like best about FreshChat?** We can resolve all of our client queries **What do you dislike about FreshChat?** Creating a custom report is a little tricky **What problems is FreshChat solving and how is that benefiting you?** It is heling us to connect with our clients who faces issues so they can ask their queries and we can resolve it on time. ### 39. Access customer chat session with easy UI interface + on Mobile app **Rating:** 4.5/5.0 stars **Reviewed by:** Chaitanya J. | Customer success Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** October 22, 2024 **What do you like best about FreshChat?** Freshchat service is available on the mobile app + its UI interface is nice. Very little / no downtime **What do you dislike about FreshChat?** Sometimes, the chat assigned or new chat-generated notification does not get triggered. I am not sure if its my browser challenge or specific to the app **What problems is FreshChat solving and how is that benefiting you?** We are offering live chat support to our customer using freshchat ### 40. A new project from FreshDesk **Rating:** 4.0/5.0 stars **Reviewed by:** Khaled A. | Member experience associated, Consumer Services, Mid-Market (51-1000 emp.) **Reviewed Date:** January 25, 2024 **What do you like best about FreshChat?** Freshchat is our daily use CRM which we started using 4 months ago along with Freshdesk. It is an inexpensive CRM that can be used for a variety of things such as handling chats, emails, calls, and even social media. It's also very good when it comes to creating filters, you can filter by the agent, specific inquiries, specific channels, specific status, and specific groups (different departments) it also has a very unique feature: Freddy AI! The use of AI is very unique to any other CRM we used in the past, Freddy can summarize a chat or an email and also can craft an email in response to the customer's email while utilizing our database where it is being fed information regarding our work. It can also transcript a call which is useful sometimes. It can rephrase a text, enhance its tone, and expand the text also which is something I like very much! You can integrate pages from your website into Freschat and it will turn it into a 'canned response' which is great as it can be used to answer some of the people FAQ's. **What do you dislike about FreshChat?** Unfortunately, since it is a new CRM recently developed by Freshworks, it comes with many bugs such as emails that the customer sends may come appear as a different person entirely, and it's a hassle to find the actual sender of the email. We find it hard to merge a customer with 2 different accounts and it may bug out. The support dashboard is very inaccurate and does not always display the right values. There is no way to find out how many surveys an agent receives, there is no dashboard for it and you can only find out by actual ticket. Canned responses are bugged when you search for a canned response you have a chance to not find it all and have to search again! TLDR too many bugs that need ironing out **What problems is FreshChat solving and how is that benefiting you?** it's one of the many CRMs in the market and its benefiting us due to it being cheap and easy to use but bugs needs to be fixed and it will be up there in the top 3. ### 41. Freshworks customer service suite is great to use within enterprises **Rating:** 4.5/5.0 stars **Reviewed by:** Roystin D. | AWS Alliance Manager / Client Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** August 22, 2024 **What do you like best about FreshChat?** I enjoy using their AI-powered chat and find it easy to implement. Our end users are pleased with the quick resolution times since we implemented the CX suite. **What do you dislike about FreshChat?** The pricing could be more budget-friendly. **What problems is FreshChat solving and how is that benefiting you?** Currently, we get a lot of technical support questions via chat from our clients regarding development, and integration projects that we are working on. So using this Ai powered chat helps us to provide a quick resolution and saves a lot of time for us executives ### 42. Customer service **Rating:** 5.0/5.0 stars **Reviewed by:** Rahul S. | Investigation Associate, Retail, Small-Business (50 or fewer emp.) **Reviewed Date:** August 22, 2024 **What do you like best about FreshChat?** The best way of thinking new ideas on a daily basis and help customers like a friend . **What do you dislike about FreshChat?** Well nothing all is well and perfectly maintained. **What problems is FreshChat solving and how is that benefiting you?** It helps in solving each and every problems related to their products and answering customer's questions related to products ### 43. Good support. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Executive Office | Small-Business (50 or fewer emp.) **Reviewed Date:** January 29, 2025 **What do you like best about FreshChat?** Canned response are very good it allow us to give a fast reply. **What do you dislike about FreshChat?** Reporting downlaod filter is not realy good. **What problems is FreshChat solving and how is that benefiting you?** It allow us to connect with the customer and interace with them. ### 44. muito bom **Rating:** 5.0/5.0 stars **Reviewed by:** Amanda S. | Analista de Operações Jr, Mid-Market (51-1000 emp.) **Reviewed Date:** September 13, 2024 **What do you like best about FreshChat?** Ease of use, Customer support, Ease of integration **What do you dislike about FreshChat?** Lack of correction in the message already sent to the client. **What problems is FreshChat solving and how is that benefiting you?** Support for customer service. ### 45. Advantages of Freshchat **Rating:** 4.5/5.0 stars **Reviewed by:** Sourav S. | Small-Business (50 or fewer emp.) **Reviewed Date:** August 10, 2023 **What do you like best about FreshChat?** Freshchat never lets you miss any updates or request from the Cx or the trainer. Evem we can share notes in private if we want anybody else to work on the request. It is the best platform to work within a huge team. **What do you dislike about FreshChat?** Can think any such thing about freashchat, everything has teir own upside and down side, but no such thing came up from freshchat till now, been more than a year now and still findin it verymuch usefull. **What problems is FreshChat solving and how is that benefiting you?** Timely reminders to cx and trainers, automatic assigning of chats specific to region. one tap options for replying to cx's accordingly. vetymuch time saving, easy to operate and with zero glitches. ### 46. Exceptional Overall Experience with Freshchat! **Rating:** 5.0/5.0 stars **Reviewed by:** Pearl R. | Customer Success Reprensentative, Small-Business (50 or fewer emp.) **Reviewed Date:** December 05, 2023 **What do you like best about FreshChat?** The interface is so simple that even agents with no experience using chat support tools can use it. It's very easy to use, it's fast, and all information about the customer is there. It lets you know which page the customer is chatting from, the product they are interested in, their location, and even the device they are using which is very important especially when handling tech-related issues. Their customer support is very helpful, too! If I have questions about it, they reply fast. **What do you dislike about FreshChat?** Not really dislike but I hope Freshchat can allow us to merge duplicate chats :) **What problems is FreshChat solving and how is that benefiting you?** The biggest help Freshchat has given us is it has given our support team the ability to assist and resolve customers' concerns faster. It greatly increased our customer satisfaction, as evident in our chat feedback and Trustpilot reviews. It also helped us big time with our sales. Over the years, most of our sales came from chat. ### 47. Amazing **Rating:** 5.0/5.0 stars **Reviewed by:** Marcelle W. | Customer Service and Risk Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** September 17, 2024 **What do you like best about FreshChat?** The customer success managers and developers are one of the most helpful. I like how they keep track and do follow ups on tickets raised **What do you dislike about FreshChat?** I dont have any dislikes for now........ **What problems is FreshChat solving and how is that benefiting you?** The reports they created are great which helps with our agents and business goals ### 48. This is what we call an amazing experience.. **Rating:** 4.5/5.0 stars **Reviewed by:** Akhilesh K. | SSPA & KYC Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** August 22, 2024 **What do you like best about FreshChat?** The ease of use and navigating the interface makes it wonderful. Customer support is one of the best in class. Numerous features makes it verstaile. **What do you dislike about FreshChat?** I couldn't find anything to be disliked. **What problems is FreshChat solving and how is that benefiting you?** When it comes to Customer support and engagement, Freshworks Customer Service Suite addresses several key problems. It is solving issues like automating workflows, providing solid analytics. ### 49. Easy to integrate and start interacting with users **Rating:** 5.0/5.0 stars **Reviewed by:** Anwin J. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 24, 2023 **What do you like best about FreshChat?** It was very easy to integrate with our app and start using. The articles were helpful. Once integrated we were able to start working with our app users seamlessly. The responses and inline cues (when users are typing or sharing helpful answers etc) are neat. We can also configure bots easily to help users with stock answers when our agents are offline. **What do you dislike about FreshChat?** When we send custom tags/information about any logged in user the info seems to come at the bottom and not immediately visible to our agents. They generally scroll down to see this extra info. **What problems is FreshChat solving and how is that benefiting you?** There is an instant mechanism for app users to contact us and get the answers they are looking for. Since our app is a self serve one and our users do not want to go through lots of text (support docs) the chat interface helps to solve problems and queries quickly. It has also increased our customer satisfaction stats immensely. ### 50. Evaluation - FreshChat **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** September 12, 2024 **What do you like best about FreshChat?** The possibility of real-time monitoring of the client's screen. **What do you dislike about FreshChat?** The tool frequently experiences delays in sending and receiving chat messages and encounters errors when loading the page. **What problems is FreshChat solving and how is that benefiting you?** Operational support ## FreshChat Discussions - [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 - [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 - [Data requests](https://www.g2.com/discussions/52238-data-requests) - 1 comment, 1 upvote - [how do i use marketing app by freshchat if my proactive marketing message is disapprove](https://www.g2.com/discussions/46375-how-do-i-use-marketing-app-by-freshchat-if-my-proactive-marketing-message-is-disapprove) - 1 comment, 1 upvote - [Are you going to add notifications to the chat when the user closes the chat page? For example, as the text "Conversation was assigned to", but "User closed the page"](https://www.g2.com/discussions/are-you-going-to-add-notifications-to-the-chat-when-the-user-closes-the-chat-page-for-example-as-the-text-conversation-was-assigned-to-but-user-closed-the-page) - 1 comment, 1 upvote - [View FreshChat pricing details and edition comparison](https://www.g2.com/products/freshworks-freshchat/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-26+17%3A48%3A27+-0500&secure%5Bsession_id%5D=0a35e404-7db3-468d-a91f-45995e2719cf&secure%5Btoken%5D=a3fbb2d674f6570fc603f5df7d324ff4ebbb9a0bb5315c879d264148891b01ce&format=llm_user) ## FreshChat Integrations - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - [Metabase](https://www.g2.com/products/metabase/reviews) - [Shopify](https://www.g2.com/products/shopify/reviews) - [WhatsApp Business Platform](https://www.g2.com/products/whatsapp-business-platform/reviews) ## FreshChat Features **Messenger** - Sequencing - AI - Live Chat - Customization Interface **Responses** - Customization - Control - Route To Human - Menu bars - Drip sequences **Conversational Platform** - Personalization - Contextual Engagement - Proactive Engagement **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Process** - Mentions - Tickets - Macros **Channels** - Social Media - Website - Text Message (SMS) - Voice Assistants - Other **Platform** - Live chat - Integrations - Branding - Analytics - A/B testing - Role-based access - Collection of information **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Channels** - Email - Social - Live Chat - Phone - Text **Customers** - Targeting - Profiles - Analytics - Lead Gathering - Sales Conversion **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Conversational Marketing** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top FreshChat Alternatives - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,689 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,583 reviews) - [Tidio](https://www.g2.com/products/tidio/reviews) - 4.6/5.0 (1,842 reviews)