--- title: Freshchat Reviews meta_title: 'Freshchat Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 500 reviews by the users' company size, role or industry to find out how Freshchat works for a business like yours. aggregate_rating: rating_value: 4.4 review_count: 500 scale: '5' date_modified: '2026-08-11' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Freshchat Reviews **Vendor:** Freshworks **Category:** [Live Chat Software](https://www.g2.com/categories/live-chat) **Average Rating:** 4.4/5.0 **Total Reviews:** 500 ## 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 find Freshchat's **ease of use** remarkable, allowing quick automation setups and seamless customer interactions. (14 reviews) - Users appreciate the **convenience of multiple channels** in Freshchat, enhancing customer support efficiency and personalization. (10 reviews) - Users appreciate the **user-friendly interface and features** of FreshChat for efficient customer support management. (7 reviews) - Users appreciate the **ease of Automations** in Freshchat, enabling quick resolutions and customizable user interactions. (6 reviews) - Users value the **seamless integrations** of Freshchat, streamlining customer support across multiple channels effortlessly. (6 reviews) - Users value the **effective chat features** of FreshChat, enhancing query management and improving response efficiency. (5 reviews) - Users love the **intuitive interface** of FreshChat, making customer communication and conversation management effortless. (5 reviews) - Communication (4 reviews) - Customer Support (4 reviews) - Easy Implementation (4 reviews) **What users dislike:** - Users find that Freshchat's **AI limitations** hinder advanced automation and complex routing compared to competitors. (5 reviews) - Users experience **chatbot issues** with Freddy AI, citing limited automation and understanding affecting overall efficiency. (5 reviews) - Users experience **chat issues** with confusing dashboards, missed notifications, and limited message editing options. (5 reviews) - Users find the **learning curve steep** due to tricky custom reports and complex chatbot setup. (5 reviews) - Users find Freshchat's **limited AI capabilities** inadequate for nuanced automation and complex routing compared to competitors. (4 reviews) - Challenging Reporting (3 reviews) - Complexity (3 reviews) - Complex Setup (3 reviews) - Users find the **difficult learning curve** of FreshChat frustrating, especially regarding dashboard navigation and chatbot setup. (3 reviews) - Users feel that FreshChat is **expensive** , especially for startups, as costs rise with additional features and team members. (3 reviews) ## Freshchat Reviews ### 1. Freshchat is no 1 Chat tool for our Business Jumkey.com **Rating:** 5.0/5.0 stars **Reviewed by:** Prajwal Suhas P. | Founder & CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** April 07, 2023 **What do you like best about Freshchat?** Simplicity, ease of use, 100% uptime, quick customer resolution **What do you dislike about Freshchat?** Their Bots onboarding team has to improve their technical skills and problem-understanding. **What problems is Freshchat solving and how is that benefiting you?** Freshchat has helped us improve Jumkey.com conversion rate by 0.5% Worth mentioning more than 50% of our website conversions are happening in Freshchat with live agents. Our agents love Freshchat system. ### 2. Very friendly to use. **Rating:** 5.0/5.0 stars **Reviewed by:** Sridhar P. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 20, 2023 **What do you like best about Freshchat?** Easy to use. User friendly. Transparent. **What do you dislike about Freshchat?** Some time, technical giltch but it's rare. **What problems is Freshchat solving and how is that benefiting you?** To improve the customer service as per business aspects. ### 3. Good widget for website, not too great for flutter **Rating:** 3.5/5.0 stars **Reviewed by:** Parth S. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 06, 2023 **What do you like best about Freshchat?** The web platform to manage tickets and everything is very good and user friendly **What do you dislike about Freshchat?** The flutter integration is quite tricky and very long, especially for iOS. The native notifications of iOS are difficult to integrate. **What problems is Freshchat solving and how is that benefiting you?** as we run a fintech app, we want to provide real-time customer support to our users. ### 4. Director **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** July 14, 2023 **What do you like best about Freshchat?** Easy to handle and reports anyltics are great **What do you dislike about Freshchat?** Poc and their appointment is very tough to get in **What problems is Freshchat solving and how is that benefiting you?** The app can give me everything which i lookm for. The social profile of the customer is also available ### 5. APPLICATION INTERFACE **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Education Management | Small-Business (50 or fewer emp.) **Reviewed Date:** July 13, 2023 **What do you like best about Freshchat?** The web app interface is very user interactive & easy to understand. **What do you dislike about Freshchat?** The icons are kind of confusing but I do not dislike it . **What problems is Freshchat solving and how is that benefiting you?** All the user that use our tools face issue while processing an application , they raise the issue over freshchat & we get notified immediately & assit them in resolving the query. Thus the end user i.e the client get timely resolution & that helps us in maintaining customer satisfaction. ### 6. Regular Choice for a chat **Rating:** 5.0/5.0 stars **Reviewed by:** Fabricio F. | Onboarding Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** March 20, 2023 **What do you like best about Freshchat?** multiple service channels like a Instagram, facebook and whatsapp , integration with your website is very easy, with multiple groups and agents on the platform **What do you dislike about Freshchat?** there is no display of the customer's position in the queue **What problems is Freshchat solving and how is that benefiting you?** Any problems about customer support, live chat, and chat bot , and the tool is very very intuitive ### 7. It works, but it's confusing with several usability and interface quirks **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** April 04, 2023 **What do you like best about Freshchat?** Quickly connect to a user that needs help or needs to ask a question. **What do you dislike about Freshchat?** Buggy, quirks with parts of the agent interface jumping off screen, chats not appearing when an end user has replied(!), chat widget from within Freshdesk not loading correctly, and confusing amount of similar chatbot elements within Freshchat (Settings > Bots, Chatbots, Topics that trigger a bot flow, Freshdesk's chatbot!...) **What problems is Freshchat solving and how is that benefiting you?** Helping users quickly ask a question, get help there and then, and allows us to steer them onto the right track. ### 8. Freshchat has been easy to setup & use **Rating:** 4.0/5.0 stars **Reviewed by:** Jayanth R. | Project Manager, Insurance, Mid-Market (51-1000 emp.) **Reviewed Date:** April 04, 2023 **What do you like best about Freshchat?** Top features of Freshchat: - Intelli-assign - Canned Responses - Assignment Rules **What do you dislike about Freshchat?** Can improve: - Bots - More automation with easier configurations **What problems is Freshchat solving and how is that benefiting you?** Freshchat helped save agent time by asking lead questions via bot flow automation, thus improving productivity. Assignment rules & Chat groups helped automation ### 9. Wonderful service from the Freshchat Team **Rating:** 5.0/5.0 stars **Reviewed by:** Yaseen P. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 04, 2023 **What do you like best about Freshchat?** Beneficial support desk that is very knowledgeable and can fully assist with any queries raised. **What do you dislike about Freshchat?** Raising tickets and getting different responses depending on the agent dealing with the query. **What problems is Freshchat solving and how is that benefiting you?** How to build the chat bots and how to to test changed within Code pen ### 10. Frinedly Tool to work on ticketing Process, Good Infrastructure well designed **Rating:** 5.0/5.0 stars **Reviewed by:** Bharath . | Small-Business (50 or fewer emp.) **Reviewed Date:** July 13, 2023 **What do you like best about Freshchat?** Frinedly Tool to work on ticketing Process, Good Infrastructure well designed **What do you dislike about Freshchat?** Nothing to mention on the same.Thank you **What problems is Freshchat solving and how is that benefiting you?** Ticketing Flow was good it helps me to learn the things in easy way ### 11. Best if your use freshdesk as well **Rating:** 4.0/5.0 stars **Reviewed by:** Moatasem E. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 06, 2023 **What do you like best about Freshchat?** I like the easy integration between othe Fresh suite softwares. It's quiet easy to get it seamlessly integrated, but a little tricky to integrate outside of their eco system. **What do you dislike about Freshchat?** Interface was old but I believe they're responding to the mutilate user requests they received. The Admin Dashboard needed some additional shortcuts for better ux, but overall good. **What problems is Freshchat solving and how is that benefiting you?** Providing live agents to support our online customer. ### 12. Admin Manager customer success **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 15, 2023 **What do you like best about Freshchat?** Awesome services user friendly cost effective. **What do you dislike about Freshchat?** Long appointment time GB Consumption .. **What problems is Freshchat solving and how is that benefiting you?** Freshchat has great user base and we can identitfy the problem state with the help fresh chat report. ### 13. Excellent **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Education Management | Small-Business (50 or fewer emp.) **Reviewed Date:** May 16, 2023 **What do you like best about Freshchat?** Interface is excellent, support is very helpful. **What do you dislike about Freshchat?** The same WhatsApp number cannot be shared between Freshdesk Omnichannel and Freshsales. This is a major issue that needs to be resolved. We CANNOT have a separate number for sales and notifications. **What problems is Freshchat solving and how is that benefiting you?** It gives us an integrated system to manage support queries from various sources - WhatsApp, Instagram, email, et cetera. ### 14. Sr. Manager **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 15, 2023 **What do you like best about Freshchat?** Provides easiness and user friendly experince **What do you dislike about Freshchat?** Difficult to schedule timelines and long appointments **What problems is Freshchat solving and how is that benefiting you?** Helping to handle customer experience and problems on real time. ### 15. It's a pleasure working with You. **Rating:** 5.0/5.0 stars **Reviewed by:** Bishal N. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 04, 2023 **What do you like best about Freshchat?** Quick Response and excellent customer service experience. **What do you dislike about Freshchat?** Some of the issues take too long to be solved sometimes. **What problems is Freshchat solving and how is that benefiting you?** It has helped a lot to gain new customers for our business with easy and quick chatbox. ### 16. Great Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Sathiya R. | Sole Proprietor, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** April 06, 2023 **What do you like best about Freshchat?** Freshchat features is very good and integrated with WhatsApp api **What do you dislike about Freshchat?** May be can increase the mobile app experience compare to take.to **What problems is Freshchat solving and how is that benefiting you?** Easily chat with our customers from WhatsApp or social media platforms ### 17. Such a smooth tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** August 10, 2023 **What do you like best about Freshchat?** I really loved the smoothness of the tool, there very comparitevly very minimal lagging may be because of network **What do you dislike about Freshchat?** Everything is good about freshchat, loved the experinece **What problems is Freshchat solving and how is that benefiting you?** Freshchat help sagrigate diffrent tickets , very easy to use and find any tucket ### 18. I love fresh chat **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Small-Business (50 or fewer emp.) **Reviewed Date:** July 06, 2023 **What do you like best about Freshchat?** I love how the chat portal looks it's not too busy and effortless to interact with. **What do you dislike about Freshchat?** After ending a chat it would be nice if the system could give you some closing questions so the old conversations can be more organized. **What problems is Freshchat solving and how is that benefiting you?** It helps keep the phone queue down and you can support multiply customers at times using chat ### 19. Very well-integrated, with a lot of features that help streamline workflow! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Veterinary | Small-Business (50 or fewer emp.) **Reviewed Date:** May 16, 2023 **What do you like best about Freshchat?** It helps to prevent me from jumping between many tabs to complete my workflow, but instead centralises many things on one platform. **What do you dislike about Freshchat?** The frequency that bugs and technical issues happen. **What problems is Freshchat solving and how is that benefiting you?** It simplifies the working experience, instead of managing and monitoring individual apps and platforms. ### 20. Just works. Great support. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** August 11, 2023 **What do you like best about Freshchat?** Crossplatform, great support and nice user interface! The free levels are good enought to realy try the product. **What do you dislike about Freshchat?** The pricing for agents is high. Needs better integration with other freshworks products. **What problems is Freshchat solving and how is that benefiting you?** Smaler support issues inside of our product. ### 21. Freshchat is great! **Rating:** 5.0/5.0 stars **Reviewed by:** Albert H. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 04, 2023 **What do you like best about Freshchat?** It's easy to set up and they have a free version to use for your organization. **What do you dislike about Freshchat?** The free version doesn't let you connect to your helpdesk. You would need to duplicate your articles in the Freshdesk and in Freshchat. **What problems is Freshchat solving and how is that benefiting you?** We use Grasshopper for phone calls. Grasshopper charges extra for texting capability. With Freshchat, customers can text message us without incurring an additional cost. ### 22. It's great but can be so much better **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** May 16, 2023 **What do you like best about Freshchat?** Reliable and efficient. Bugs are less if you don't have a lot of automations **What do you dislike about Freshchat?** UI seems a bit cluttered and can be difficult to understand for a new user **What problems is Freshchat solving and how is that benefiting you?** Helps us with a live support channel and provide support. ### 23. Good but glitches sometimes **Rating:** 3.5/5.0 stars **Reviewed by:** Bernadette S. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 18, 2023 **What do you like best about Freshchat?** The bot is extremley helpful with new sign ups to our platform **What do you dislike about Freshchat?** sometimes the chat glitches and messages don't send or don't come through **What problems is Freshchat solving and how is that benefiting you?** Allowing customers to get answers from bot rather than talking to live agent ### 24. Quick communication channel with clients and work colleagues **Rating:** 3.5/5.0 stars **Reviewed by:** Chloe T. | Global Marketing Director, Biolage, Enterprise (> 1000 emp.) **Reviewed Date:** July 16, 2022 **What do you like best about Freshchat?** I use Freshchat to interact more easily and quickly with clients and potential clients that I contact through social media management through digital marketing. I can increase the flow of clients and implement the corresponding chat. I like that you have a lot of interaction with customers through contextual messages from the chatbot, this allows you to offer your services and products, it is even the way to make a sale. With webhooks, I can obtain data to provide users with the corresponding information, the one they are especially looking for, such as the status of an order, a payment, invoices or any type of activity that is related to our company and the use of this platform. **What do you dislike about Freshchat?** At first, it is a bit complicated to use but I guess that happens when you are new to using this software, it was a bit difficult to adapt to but now I manage it very well. Many clients have told me that using the bot has been a challenge for them; it takes time for them to keep up with it. Another thing, to create the chatbot you have to invest a lot of time. **What problems is Freshchat solving and how is that benefiting you?** I have gotten a lot of interaction with customers through tools that send automated messages, this is very beneficial because customers feel well taken care of and this leads to future sales and production. In addition, with the use of frequently asked questions, customers are cleared of certain doubts and proceed directly to make a purchase, it also relates products and articles according to what they know and proceeds to interact with the seller at once. ### 25. USER Friendly **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Medical Practice | Mid-Market (51-1000 emp.) **Reviewed Date:** July 06, 2023 **What do you like best about Freshchat?** Freshchat is very user-friendly. I especially love that we can create canned messages, which saves a lot of time. **What do you dislike about Freshchat?** Everything is great! Keep up the great work! **What problems is Freshchat solving and how is that benefiting you?** There is structure when assisting the patient's in a timely manner, and we are able to provide wonderful customer service. ### 26. Best Customer Experience Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Ali Sadhik S. | SVP - Product and Market Strategy, Small-Business (50 or fewer emp.) **Reviewed Date:** May 19, 2023 **What do you like best about Freshchat?** ace of use and granular configurations and filtering the tickets **What do you dislike about Freshchat?** Initial user education and one-time setup is as usual a big challenge for any product. **What problems is Freshchat solving and how is that benefiting you?** Seamless customer service management across all channels ### 27. Time fly's by in expert. Never a dull moment **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** August 18, 2023 **What do you like best about Freshchat?** The pace your time goes by extreemly fast **What do you dislike about Freshchat?** Some things can be misunderstood when your not on the phone **What problems is Freshchat solving and how is that benefiting you?** A break from phones ### 28. Awesome tool **Rating:** 5.0/5.0 stars **Reviewed by:** Anis E. | Senior Team Lead, Small-Business (50 or fewer emp.) **Reviewed Date:** May 16, 2023 **What do you like best about Freshchat?** Convenience of reports BOT feasibility Communication whatsapp messages **What do you dislike about Freshchat?** Integrations are difficult For different logs need to reach to admin team everytime **What problems is Freshchat solving and how is that benefiting you?** Chat with the customer Live experience ### 29. Robust Customer Engagement Chatbot **Rating:** 3.5/5.0 stars **Reviewed by:** Ayushi M. | Associate Software Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2022 **What do you like best about Freshchat?** It chatbot journey builder is the best feature that enables us to build contextual messaging and chatbot interaction at touchpoints. We can map CRM fields and assign the chat to the agent at any point of time. The best thing is to fetch data with the help of webhooks to help users with the exact information that they are looking for like Order status, Invoice amount or any activity-based information that is recorded in the platform. **What do you dislike about Freshchat?** Its complexity for new users is challenging at the initial stage. The users have to invest a lot of time learn the bot and get hands-on experience to build a mature chatbot for real use cases. **What problems is Freshchat solving and how is that benefiting you?** The feature of user engagement on the website with automated welcome messages and addressing their queries is beneficial. Apart from that, it allows us to place FAQs and link knowledge base articles to minimize agent interaction which the chatbot itself can handle autonomously. ### 30. Its a good experience to chat in the fresh chat **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 14, 2023 **What do you like best about Freshchat?** The way they support in real-time. They are customer-centric and provide spot resolution. **What do you dislike about Freshchat?** The only thing is sometimes it will get slow. **What problems is Freshchat solving and how is that benefiting you?** They will provide almost all the resolutions for all the concerns we have. ### 31. It was good and easy **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** June 17, 2023 **What do you like best about Freshchat?** Real-time chatting with the customers, dispute handling, email and WhatsApp integrations **What do you dislike about Freshchat?** The thing which I disliked about freshchat is their IAM and billing system **What problems is Freshchat solving and how is that benefiting you?** Solving queries of our users in realtime. also generating tickets within the freshchat ### 32. Huge promises, poor delivery **Rating:** 2.0/5.0 stars **Reviewed by:** Rahul S. | Director of CX, Mid-Market (51-1000 emp.) **Reviewed Date:** March 18, 2023 **What do you like best about Freshchat?** Initially, the pricing was very economical. **What do you dislike about Freshchat?** The tool is very slow when large volumes of chat come in. It's also buggy and lacks features that are important while handling conversations. **What problems is Freshchat solving and how is that benefiting you?** Freshchat just helped with the basic chat needs. Nothing more. ### 33. Freshchat is very useful and advanced tool which organizes all the chat channels in one place. **Rating:** 4.5/5.0 stars **Reviewed by:** Aravindhan L. | Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** April 05, 2023 **What do you like best about Freshchat?** Bot capability and ease of use as a product. **What do you dislike about Freshchat?** They should have provided an option to video chat. **What problems is Freshchat solving and how is that benefiting you?** Its solving bot related needs and chat support needs. ### 34. Freshchat Review of my own integration Experience **Rating:** 4.0/5.0 stars **Reviewed by:** Kalaiselvan P. | Vice President Of Engineering - Special Projects, Small-Business (50 or fewer emp.) **Reviewed Date:** October 06, 2022 **What do you like best about Freshchat?** its easy to integrate with my web channel, and we wanted Agent-like, automated behavior to get started to provide the initial support query. Our developer worked with the FreshChat team ( there were some initial API issues); however it worked seamlessly. **What do you dislike about Freshchat?** when we are working with the API integration, we were stuck with the issues; the support turn around from Freshchat took some time unexpectedly. It later sorted with relationship manager as we were doing initial POC **What problems is Freshchat solving and how is that benefiting you?** it was helping us to take the primary support query use-cases before we bring the agent to step in further. The handover were very seamless and the ui was very intuitive. Post the data reports also very useful. ### 35. good chat portal to do your work **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Logistics and Supply Chain | Small-Business (50 or fewer emp.) **Reviewed Date:** November 08, 2022 **What do you like best about Freshchat?** We are writing with riders and the chat is working very well, sometimes there are some issues like lagging bugs, but its enough good to work with freshchat : - ) **What do you dislike about Freshchat?** Sometimes its lagging and slow, i dont know if its because of my internet, but there is no other thing to complain, its a good chat portal for me and my colleagues :) **What problems is Freshchat solving and how is that benefiting you?** it was very slow, but the new update fixed everything. the new colour is good as well, so thats it thank you for asking and thank you gor inviting for the survey :) ### 36. Experience the Best of Both Worlds: A Review of a Good and Nice Platform **Rating:** 4.0/5.0 stars **Reviewed by:** Arun Prasath M. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 05, 2023 **What do you like best about Freshchat?** Canned Responses Display Picture with designation Shortcuts **What do you dislike about Freshchat?** Resolved chats page refreshed every now and then **What problems is Freshchat solving and how is that benefiting you?** Supporting customers Marketing with the users ### 37. Great app **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** April 18, 2023 **What do you like best about Freshchat?** Ability to send canned responses and also its quick and efficient **What do you dislike about Freshchat?** Nothing at the moment. The app works great and is helpful for companies supporting customers **What problems is Freshchat solving and how is that benefiting you?** Helping resolve issues in a timely manner and giving the information our customer needs ### 38. Complete product but can be complex **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** November 29, 2022 **What do you like best about Freshchat?** Most features are available. There's always a way to achieve what you want to achieve. The support team is always quickly available, but the quality of customer service is inconsistent. **What do you dislike about Freshchat?** The analytics don't always work well, are unclear, and it isn't easy to set up custom reports. I often need to contact their support team to achieve advanced automation. **What problems is Freshchat solving and how is that benefiting you?** It helps us with our support inquiries (email and chat). ### 39. Freshchat **Rating:** 5.0/5.0 stars **Reviewed by:** Vince T. | Evangelist, Small-Business (50 or fewer emp.) **Reviewed Date:** November 04, 2022 **What do you like best about Freshchat?** Easy integration, can add social media messages and also whatsapp **What do you dislike about Freshchat?** Instagram cannot be added and multiple shopify stores as well **What problems is Freshchat solving and how is that benefiting you?** It helps companies deal with their customers through Omni channel solutions ### 40. It definitely helps in providing great customer experience **Rating:** 4.5/5.0 stars **Reviewed by:** Sushant K. | Product & Growth, Small-Business (50 or fewer emp.) **Reviewed Date:** August 04, 2022 **What do you like best about Freshchat?** The integrated suite of Freshchat under the Freshworks ecosystem makes things super simple for businesses to manage customer queries. It helps in providing a great customer experience. I also like the option of integrating Facebook, Whatsapp messages directly to Freshchat so that our agents don't have to look at multiple platforms to reply to the queries. **What do you dislike about Freshchat?** The bots are very expensive - Ideally, they should provide an options-based conversation for free, considering the different platforms available in the market. **What problems is Freshchat solving and how is that benefiting you?** We use Freshchat for customer support. Live chats help provide instant resolution to most queries, whereas we use it with Freshdesk integration to help create tickets for the support request needing more intervention. ### 41. One of the best app **Rating:** 5.0/5.0 stars **Reviewed by:** Abdul U. | Partner support, Enterprise (> 1000 emp.) **Reviewed Date:** September 25, 2022 **What do you like best about Freshchat?** One of the best software I have never used it before and also it work very perfect and amazing I think it shud be for all **What do you dislike about Freshchat?** Many updates of fc so please stop it that henece **What problems is Freshchat solving and how is that benefiting you?** some time it won,t get calls from Fresh chat ### 42. Advantages of Freshchat **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 27, 2022 **What do you like best about Freshchat?** Tracking all agents and numbers, track all breaks for all agents and you can extract all reports from fresh coat to describe the number of AHT and how many chat he resolves **What do you dislike about Freshchat?** something get wrong when you extract any report you need to refresh again to extract it, could be better if we can extract any file immediately without refreshing the tab of fresh chat **What problems is Freshchat solving and how is that benefiting you?** Helping me to track all agents who's online and who's offline if we are not in the same floor , for sure more productive with fresh chat, business performance increase ### 43. A good and friendly tool that can be improved in some areas **Rating:** 4.5/5.0 stars **Reviewed by:** Guilherme Daniel d. | Gerente de treinamento de produto, Small-Business (50 or fewer emp.) **Reviewed Date:** September 12, 2020 **What do you like best about Freshchat?** WhatsApp Integration was an important milestone for our support routines development, and we manage conversations easily, so our new members can help users quickly. **What do you dislike about Freshchat?** FAQ management needs to be improved. The integration with Freshdesk FAQ is not so friendly, and it's tough to measure which articles are more popular and which ones are not. The integration with Freshbots should be easier to set, mainly about API library tools. **Recommendations to others considering Freshchat:** Freshdesk Messaging is really a helpful feature and their support team is really helpful. It can be a good first experience software on area and you will be able to set WhatsApp integration easily with their team help. The only important point is about variable costs, as they charge by user and about WhatsApp integration, there is a charge according by the conversations volume as well. **What problems is Freshchat solving and how is that benefiting you?** It optimizes our daily support routine and also, some chatbots help us a lot. We also use triggered messages to announce new features and provide some useful info to our users. The main benefit is that it allows us to keep all issues on track and it improves our support quality. ### 44. Intuitive Usability **Rating:** 4.0/5.0 stars **Reviewed by:** Carl Isaac C. | Technical Support Representative, Small-Business (50 or fewer emp.) **Reviewed Date:** February 10, 2022 **What do you like best about Freshchat?** The Freshdesk Messaging is very easy to learn and use, the design is very simple yet it is also complex. The tools that we're using are both Freshdesk and Freshchat. Working in this industry I've had many experiences using the different messaging systems and Freshchat is my most liked so far. There's no training needed to use this software, it's pretty much straightforward. **What do you dislike about Freshchat?** I guess the least likable in Freshdesk is the reporting statistics. It could've been better if there are other data available like Statistics for the whole team and not just for individual agents. Also, it's better if the system does not automatically count the chats that were "resolved/create a ticket" without us sending a message as resolved chat for each individual agent. **What problems is Freshchat solving and how is that benefiting you?** We had some problems before regarding the automatic assigning the chat to a specific agent but it was easily resolved by one of the support in Freshchat. She scheduled a zoom call just to assist any of our inquiries which is great. This is the first time I've experienced support that was sincerely wanting to help. ### 45. Hard setup, easy use **Rating:** 4.0/5.0 stars **Reviewed by:** Finn M. | CS Coordinator, Small-Business (50 or fewer emp.) **Reviewed Date:** February 10, 2022 **What do you like best about Freshchat?** Embedding the FAQs into the welcome page reduces inquiry volume. Canned responses provide better first and average response time. You can see which page of your website does customer on while he or she messages you. **What do you dislike about Freshchat?** Freddy artificial intelligence bot is very difficult to understand. Before it, the regular bot was too easy to build and use. However, Freddy requires more coding. **Recommendations to others considering Freshchat:** If you want to use this product to launch your chat campaign it is very easy to use. However, the artificially intelligent bot has some difficulties like transferring the conversation to the agents, creating a ticket, etc. Moreover, if you decide to use the bot you cannot embed your FAQs into the welcome page. Therefore, you should add all information into the chat bot or put the links in the prepared conversations. I think that way may be difficult for some users. **What problems is Freshchat solving and how is that benefiting you?** Some customers do not want to wait for an email and some do not want to call and talk to the representatives. The live chat is an interim solution to help customers. ### 46. Omnichannel is perfect for building chat widget and FAQ bot **Rating:** 5.0/5.0 stars **Reviewed by:** Nhiel P. | Technical Support Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** February 08, 2022 **What do you like best about Freshchat?** I like Freshdesk for ticketing, it really gives all the information you need and very straightforward for Canned responses as well as Freshchat very easy to reply with the customer **What do you dislike about Freshchat?** The only thing that I dislike is their priority type because it is not consistently following the SLA we set for ticket prioritization as well as the data report, it does not provide us the accurate info **Recommendations to others considering Freshchat:** Freshdesk Messaging is the best ticketing and livechat tool for companies that receive multiple emails on a daily basis because first it has the SLA policy that measures the productivity of your people who are in charge of answering tickets, proper distribution of tickets, and chats. **What problems is Freshchat solving and how is that benefiting you?** we use Freshdesk Messaging for answering queries for those customers who've sent us via email, and also for outgoing emails in case we need to contact our customers for those issues raised via our Business What'sapp ### 47. amazing review of freshchat **Rating:** 5.0/5.0 stars **Reviewed by:** Sabir Q. | Community operations associate, Mid-Market (51-1000 emp.) **Reviewed Date:** October 06, 2022 **What do you like best about Freshchat?** flow of work is good , and handling chats and calls are very easy **What do you dislike about Freshchat?** Sever issue minor but rest of all is amazing **What problems is Freshchat solving and how is that benefiting you?** handling chats and calling system is amazing ### 48. Best support app we have used **Rating:** 4.5/5.0 stars **Reviewed by:** Nabab S. | Sr manager, enterprise hr sales, Mid-Market (51-1000 emp.) **Reviewed Date:** August 11, 2022 **What do you like best about Freshchat?** The most liked feature was the ease of using the tool- frontend and backed both **What do you dislike about Freshchat?** the colour combinations are a bit weird but can be neglected **What problems is Freshchat solving and how is that benefiting you?** Freshdesk was our support channel. All the client queries across email, phone, chat, WhatsApp Business, and other social media channels were addressed from a single view ### 49. Easy to integrate, work, debug and change **Rating:** 5.0/5.0 stars **Reviewed by:** Anurag S. | Senior Software Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** February 10, 2022 **What do you like best about Freshchat?** SDK is ready to integrate with all platforms (In my case Android and IOS). It is easy to debug send messages using javascript and as developer, I find it easy to debug too. **What do you dislike about Freshchat?** Maybe this is a review of the version am using, but the chat support UI seems outdated in comparison with peers. HTML style support for IOS could be better. For example, I want to add a new line in a single chat message via javascript it's not straightforward. I had to reach out to the support team for help. (Which they did and close the issue very quickly). Documentation could be improved. **What problems is Freshchat solving and how is that benefiting you?** Our app is a grocery delivery app and we are solving CX issues with Freshdesk. We are enabling users to chat with our customer support team about any issue they face in the user journey. ### 50. One of the Best Tools for Live Support **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Education Management | Enterprise (> 1000 emp.) **Reviewed Date:** October 08, 2022 **What do you like best about Freshchat?** It offers a nice experience to the user. It works pretty well if it's well structured. It has a simple and user-friendly interface for customers, visitors, users of your application. **What do you dislike about Freshchat?** The administration panel can be confusing at first use. Panels of Freshworks products are not very good for single application use. For example, it can be useful if you use Frashdesk with Freshchat. **What problems is Freshchat solving and how is that benefiting you?** It offers a useful service to your customers who want to get answers quickly. He can instantly contact an official and find the answer he is looking for. This also saves you time. ## 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) - 2 comments, 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?page=5§ion=pricing&secure%5Bexpires_at%5D=2026-08-15+12%3A19%3A09+-0500&secure%5Bsession_id%5D=cdf0a80f-c4ae-41c3-928d-d2ae1abf1880&secure%5Btoken%5D=93dba68c384eae1767246b430a1e4443ecebe8ddec8c68626b7be8d9eef9a00c&format=llm_user) ## Freshchat Integrations - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - [Shopify](https://www.g2.com/products/shopify/reviews) - [WhatsApp Business Platform](https://www.g2.com/products/whatsapp-business-platform/reviews) ## Freshchat Features **Additional Functionality** - Tagging - Natural Language Processing - Data Extraction - Multi-Language - Predictive Analytics - Drag & Drop - Speech Recognition - Reporting/Analytics - Data Storage Management - Virtual Personal Assistant (VPA) - AI Copilot - Customer Segmentation - Collaboration Tools - Data Import/Export - Generative AI - For eCommerce - Role-Based Permissions - Customizable Branding - Search/Filter - Monitoring - Document Management - API - Data Visualization - Trend Analysis - Machine Learning - Access Controls/Permissions - Alerts/Escalation - Performance Metrics - Real-Time Data - Third-Party Integrations - Mobile App - Multiple Data Sources - For Sales Teams/Organizations - Sentiment Analysis - Activity Dashboard - Chatbot - Workflow Automation **Dashboard** - Dashboard **Speech Recognition** - Speech Recognition **Compliance Management** - Compliance Management **Autonomous Task Execution** - Autonomous Task Execution **Sentiment Analysis** - Sentiment Analysis **Data Security** - Data Security **Third-Party Integration** - Third-Party Integration **Human-in-the-loop (HITL)** - Human-in-the-loop (HITL) **Agentic Task Execution** - Agentic Task Execution **Natural Language Processing** - Natural Language Processing **Conversational AI** - Conversational AI **Performance Metrics** - Performance Metrics **Interaction Tracking** - Interaction Tracking **Knowledge Base Management** - Knowledge Base Management **CRM Integration** - CRM Integration **Inquiry Routing** - Inquiry Routing **Contextual Guidance** - Contextual Guidance **Communications Management** - Communications Management **Proactive Chat** - Proactive Chat **Ticket Management** - Ticket Management **Messenger** - Sequencing - AI - Video Chat - Customization Interface - Generative AI **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 **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 - Real-Time Notifications - Real-time Consumer-facing Chat **Process** - Mentions - Tickets - Macros **Channels** - Social Media Integration - Website - Text Message (SMS) - Voice Assistants - Other - Multi-Channel Marketing **Platform** - Live chat - Integrations - Branding - Analytics - A/B testing - Role-based access - Collection of information - Augmented Analytics - Proactive Chat **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** - Audience Targeting - Profiles - Analytics - Lead Gathering - Sales Conversion - Customer Service Analytics - Reporting/Analytics **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **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 **Additional Functionality** - Real-Time Analytics - Email Management - API - Single Sign On - Search/Filter - Collaboration Tools - Third-Party Integrations - Activity Dashboard - Canned Responses - Surveys & Feedback - Reporting/Analytics - Transfers/Routing - Geotargeting - Interaction Tracking - CRM - Transcripts/Chat History - Document Storage - Screen Sharing - Contact Management - Autoresponders - Multi-Channel Communication - Mobile Access - AI Copilot - Offline Form - Real-Time Monitoring - Support Ticket Management - File Sharing **Additional Functionality** - Customer Surveys - Lead Qualification - Transcripts/Chat History - Language Detection - Pre-Configured Bot - Lead Capture - Code-free Development - Natural Language Processing - Multi-Language - For Sales/Marketing - Contextual Guidance - Automated Responses - Customer Support - Chatbot - Intent Recognition - Sentiment Analysis - Customer Experience Management - Query Suggestions - Transfers/Routing - AI Copilot - Canned Responses - AI/Machine Learning - Multi-Channel Communication - Automated Routing - Workflow Automation **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 - Third-Party Integrations - Multi-Language **Additional Functionality** - Customizable Fields - API - Real-Time Notifications - Lead Nurturing - Human Handover - Lead Management - Product Recommendations - Customer Experience Management - SMS Messaging - Appointment Management - Chat/Messaging - Real-Time Monitoring - Lead Distribution - Campaign Segmentation - Data Import/Export - A/B Testing - Real-Time Data - Real-time Conversations - Customizable Branding - Lead Qualification - Template Management - Autoresponders - Contact Database - Customer Segmentation - One-to-One Messaging - Communication Management - Campaign Management - Activity Dashboard - Lead Capture - Appointment Scheduling - Reporting & Statistics - Event Triggered Actions - Chatbot - Group Messaging - AI Copilot - Customer Database - Multi-Channel Communication - Email Automation - Surveys & Feedback - CRM - Engagement Tracking **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 (3,734 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,675 reviews) - [Tidio](https://www.g2.com/products/tidio/reviews) - 4.6/5.0 (1,893 reviews)