FreshChat Reviews & Product Details

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Freshchat needs work more on AI as Freddy AI is a very basic tool and needs more automation. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

Unhappy customer giving multiple Dsats, which needs to address and even we cannot exclude them from giving surveys Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Till now nothing as such that I dislike yes the app can be better. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

1 AI powered Chat bots, help in time saving and efficiency.

2. CRM and integration are synced which helps in data & lead management Review collected by and hosted on G2.com.

Faced a lot issues with the mobile apps.

Some functions does not work for n app as compared to website Review collected by and hosted on G2.com.

Its easy to customise and creating bot flow is very easy. Review collected by and hosted on G2.com.

Training AI is littlie difficult and understanding the reports is little confusing. Review collected by and hosted on G2.com.

I use it at my work and It is an amazing application to connect with clients. Review collected by and hosted on G2.com.

None at the moment. Freshworks is easy to use. Review collected by and hosted on G2.com.