--- title: Freshchat Reviews meta_title: 'Freshchat Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 499 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: 499 scale: '5' date_modified: '2026-08-09' 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:** 499 ## 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. 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 ### 2. Best AI-Powered Solution for Customer Service **Rating:** 4.5/5.0 stars **Reviewed by:** Shivankur N. | Salesforce Consultant, Small-Business (50 or fewer emp.) **Reviewed Date:** August 22, 2024 **What do you like best about Freshchat?** Its time saving and provides broad channel coverages. **What do you dislike about Freshchat?** It uses AI so there can be biases that might happen in future but not for now. **What problems is Freshchat solving and how is that benefiting you?** It helps connecting better with customers and provide faster resolution with help of AI features. ### 3. It could be better **Rating:** 4.0/5.0 stars **Reviewed by:** Shawn J. | Customer Service Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** October 11, 2023 **What do you like best about Freshchat?** Freshchat is one of the unique CRMs that is relatively easy to use and has its own AI assistance for summarizing and paraphrasing conversations. This makes customer support easy and offers an excellent user experience and what I especially admire about Freshchat is the features that it provides, like the ability to save your own customized replies and messages also that you can Implement other tools allows you to access them more quickly and easily within freshchat. **What do you dislike about Freshchat?** The audio and notification system currently has a problem or glitch that makes it annoying to not hear a sound when a new chat or conversation starts, which cause a delay for responding to customers. Other than that it worth the money. **What problems is Freshchat solving and how is that benefiting you?** The AI is quite helpful; rather than having to manually summarize and documenting chat and email conversations, which takes time, Freshchat AI saves us a lot of time with the summarizing feature and my team is able to send concise records to the backend and the data analyzation team with efficiency and clarity. ### 4. User-friendly interface allowing for efficient customer support! **Rating:** 4.5/5.0 stars **Reviewed by:** Jack T. | Enterprise (> 1000 emp.) **Reviewed Date:** November 24, 2023 **What do you like best about Freshchat?** The design of the user-interface is great, from configuring the settings as an admin through to the customer support interface. We've been able to create our own chat bots for support which has been extremely helpful for us! **What do you dislike about Freshchat?** Occasionally suppport technicians do not recieve a notification when a new chat is started, we have never been able to resolve this, but it's a rare occurance. **What problems is Freshchat solving and how is that benefiting you?** Before we used Freshchat, we simply used an email inbox for support. With only using an email inbox we found it difficult to prioritise more urgent support requests. With the implemantion of Freshchat, our customers can get instant support via a live chat feature which is not only a better experience for the customer, but also allows all support technicians to work in a more efficient manner. ### 5. Pathetic Service from Customer support & Success Team **Rating:** 0.0/5.0 stars **Reviewed by:** Amrik M. | Customer Service Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** August 30, 2024 **What do you like best about Freshchat?** Nothing as they are not happy to onboard a new customer **What do you dislike about Freshchat?** Worst service I have ever faced as it been 1 month they are not bothered about their customer **What problems is Freshchat solving and how is that benefiting you?** Nothing ### 6. The worst software we have ever spent money on **Rating:** 0.0/5.0 stars **Reviewed by:** Kim B. | Head of Product, Small-Business (50 or fewer emp.) **Reviewed Date:** June 20, 2024 **What do you like best about Freshchat?** Certain automations and the workflow builder **What do you dislike about Freshchat?** The bugs were endless and took months to sort out. Some were only sorted out once we terminated our plan and I was still emailed 6 months later. The system was slow and the support was nonexistent. **What problems is Freshchat solving and how is that benefiting you?** We chat to clients daily via WhatsApp and this allowed us to integrate WhatsApp API and manage across the board. ### 7. Our go-to Customer Service tool! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.) **Reviewed Date:** April 21, 2024 **What do you like best about Freshchat?** With Freshchat seamlessly integrated into our operations along with Freshdesk, engaging customers across across channels has never been easier. This user-friendly tool, used daily alongside Freshdesk for the past two years, is a cost-effective powerhouse. Its versatile functionality spans chats, emails & calls, making this bundle our go-to customer service tool. **What do you dislike about Freshchat?** Nothing in particular, just the customer service could be better! **What problems is Freshchat solving and how is that benefiting you?** FreshChat solves customer engagement challenges by offering seamless interaction across multiple channels. Its integration with Freshdesk & Freshcaller streamlines daily tasks, providing a cost-effective solution for comprehensive customer support. ### 8. It is a very good software, but with some limitations **Rating:** 4.0/5.0 stars **Reviewed by:** Mar L. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 12, 2023 **What do you like best about Freshchat?** It is a very good software in general terms. It is a very easy to use tool. They offer many options for administrators to take control of the account and to fix possible errors that arise. **What do you dislike about Freshchat?** It has limitations, like any other software. We would like to have the customer satisfaction report back. And to make improvements to avoid mixed chats. **What problems is Freshchat solving and how is that benefiting you?** It helps us to manage and resolve customer issues with our own software. ### 9. Perfect Communication Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Liza S. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 22, 2023 **What do you like best about Freshchat?** What I like best about Freshchat is its seamless and user-friendly interface. The platform makes communication effortless, allowing for smooth interactions with customers. Freshchat's intuitive design and powerful features make it a standout solution for enhancing customer engagement and support. **What do you dislike about Freshchat?** While Freshchat offers many valuable features, there are a few aspects that I find less favorable. One concern is the pricing structure, which might be a bit on the higher side for small businesses with limited budgets. It would be great to see more affordable plans tailored to the needs of smaller enterprises. **What problems is Freshchat solving and how is that benefiting you?** Freshchat has been instrumental in solving multiple communication challenges for our business. Firstly, it has significantly improved our customer support efficiency by providing a centralized platform for real-time communication. ### 10. User friendly software **Rating:** 5.0/5.0 stars **Reviewed by:** Jennifer B. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 11, 2023 **What do you like best about Freshchat?** I like Freshchat because I can easily see customers with their concern and I can easily navigate it to answer those concerns. I can easily tag those concerns properly without having a hard time. **What do you dislike about Freshchat?** None so far. I have not experiencing difficulty so far when it comes to tagging appropriately on a particular concern. I can easily find it. **What problems is Freshchat solving and how is that benefiting you?** It helps me solve my customers complaint as I was able to communicate with them using Freshchat. I was able to reach them through their social media with the help of Freshchat. Also, I was able to look for appropriate tagging easily and it is convenient to use. User friendly I must say. ### 11. Seamless Customer Communication Made Effortless with Freshchat **Rating:** 5.0/5.0 stars **Reviewed by:** Team K. | Marketing, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** November 23, 2023 **What do you like best about Freshchat?** Freshchat boasts an incredibly user-friendly interface, making it easy for both agents and customers to navigate. The dashboard is well-organized, and setting up automated workflows is a breeze. One of its strongest suits is its ability to seamlessly integrate multiple communication channels. Whether it's live chat, email, WhatsApp, or social media, Freshchat consolidates all conversations into one platform, streamlining responses and enhancing customer experience. **What do you dislike about Freshchat?** Creating a bot is still very tedious and technical. Team should really focus on easing the bot creation journey **What problems is Freshchat solving and how is that benefiting you?** Freshchat helps us to manage incoming queries, streamline responses, and analyze performance metrics to enhance our overall support strategy. ### 12. Overall Experience with Freshchat. **Rating:** 5.0/5.0 stars **Reviewed by:** Suprit S. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 10, 2023 **What do you like best about Freshchat?** It is good, fast, and smooth which meets the criteria of giving the solutions to issues of the customers via different channels connected within the organisation. **What do you dislike about Freshchat?** Freshchat doesn't have an auto-solving mechanism like when we are handling particular customers at that time executives are busy solving the queries of the existing customers on live chat. Still, those customers who are in the queue should not be unheard of for there issues so the fresh chat should slowly start solving the customer's issue at least in the initial stage so the customer will feel engaged. It will hold retain the customers in the particular business rather than giving bad reviews of products and customer service. **What problems is Freshchat solving and how is that benefiting you?** Freshchat is a medium for communicating with customers.I use it to solve the queries of the Doctors and Business Development Executives via chats and it is helpful as it is smooth, fast, and reliable for my work. ### 13. Support feedback **Rating:** 5.0/5.0 stars **Reviewed by:** Mohammad K. | QC Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** July 06, 2023 **What do you like best about Freshchat?** The built-in robot and the simplicity of handling and connecting with the customer's requests as this tool help us to reach the partners immediately using their WhatsApp number **What do you dislike about Freshchat?** The only issue with this tool is the closing of the conversation after 24 hours which cause an issue for us to contact the partner after this period, and the integration of the tool **What problems is Freshchat solving and how is that benefiting you?** As I mentioned, the live chat that is happening between us and the customer helped us to discuss everything without waiting for their responses via Email that mostly takes more than 24 hours ### 14. Great service! **Rating:** 4.0/5.0 stars **Reviewed by:** Maria N. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 17, 2023 **What do you like best about Freshchat?** The service is super streamlined and easy to use. I use it at a every-day frequency. There's no confusing menus, no excessive number of features, and everything looks organized and neatly positioned. I rarely encounter issues with the service, and whenever it has happened, the developer and customer support team is always quick to fix it. **What do you dislike about Freshchat?** The occasional outages. They happen every now and then, but I feel that's to expect with any online service. **What problems is Freshchat solving and how is that benefiting you?** I'm able to asisst the customer in a quick and easy manner since the service provides a lot of the info I need for me. ### 15. Great app to automate chats **Rating:** 4.5/5.0 stars **Reviewed by:** Paul M. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 17, 2023 **What do you like best about Freshchat?** I can handle all my whatsapp and Meta chats easily in one place. Besides, I have an app and can control all chats and agents in charge of. **What do you dislike about Freshchat?** The fields of a contact of the Freshsales (CRM) are not synced with Freschat. As workaround you have to create workflows. It is not the same. Besides, there is no API to trigger whatsapp messages/campaigns from your backend. There is no directo chat to the chatbot team, all are handled by tickets. **What problems is Freshchat solving and how is that benefiting you?** I centralized one number for many agents. I automated first messages to new leads. Before we had many whastapp numbers. ### 16. Quickly and easily contact with client through Freshchat portal **Rating:** 5.0/5.0 stars **Reviewed by:** Ashwani K. | Capital Markets, Small-Business (50 or fewer emp.) **Reviewed Date:** August 11, 2023 **What do you like best about Freshchat?** It's awesome as we can serve our clients from anywhere. We can use pre-written replies (Canned responses ) for frequent live chat queries. All Convseration done with client's are saved as ticket. Another fetarue is that, we can add the client contact details on Freshchat portal and If an offline chat ( Non- business day) is received, in that case, we can create a Ticket and revert by email also. We are using Freshchat portal more than 6 years and Truely fully managed Live Chat portal and we LOVE our live chat features and our client's also love. **What do you dislike about Freshchat?** Sometime stuck but it's normally observed when poor internet connection. **What problems is Freshchat solving and how is that benefiting you?** As Freshchat integration with our website hence, our client's are eailsy connecting us through chat box for queries resolution. And Freshchat provide the live chat option and we can quickly reply to them in the same window. ### 17. The best and fastest way to communicate with customers **Rating:** 5.0/5.0 stars **Reviewed by:** Stijin M. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 13, 2023 **What do you like best about Freshchat?** I really appreciate the canned response feature of freshchat. It helps to communicate with customers faster and much effective. It keeps a history of chats thus able to check later on. **What do you dislike about Freshchat?** A timely update is necessary as the platforms like WhatsApp and all brings new new features in it for chats. Else communication with customers won't be that effective. I found that 90 percentage of customer support also can be done job st using the freshchat. Only in some rare cases a call becomes an urgent need. **What problems is Freshchat solving and how is that benefiting you?** Customer queries are addressed through freshchat faster. As it is effective in communicating with multiple customers at the same time it helps save time. ### 18. Easy to use with many features **Rating:** 5.0/5.0 stars **Reviewed by:** Farrah A. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2023 **What do you like best about Freshchat?** Reporting is great Lots of integrations offered Easy to use for consultants Setup is super easy Allows custom app integrations **What do you dislike about Freshchat?** The filtering of the chats isnt great You cant filter open chats or resolved chats by consultant or date, only by channel Analytics is only available for admins which is not great **What problems is Freshchat solving and how is that benefiting you?** Freschat has great channels, such as sms, GMB, whatsapp, instagram and Facebook allowing us to have direct live conversations with customers. We also have the ability to send out proactive messages via WAB to customers. This allows faster resolution times ### 19. Ideal for for Business Communication **Rating:** 5.0/5.0 stars **Reviewed by:** Kumar S. | Small-Business (50 or fewer emp.) **Reviewed Date:** August 17, 2023 **What do you like best about Freshchat?** Freshchat provides chat support for businesses and the feature I like most is WhatsApp Business Integration & E-Mail Notifications to customers once they come offline. I've been using Freshchat for the last 3 years and most of the essential features are free of cost. We have paid for Slack Integration and E-Mail Notifications when a customer comes offline. **What do you dislike about Freshchat?** Mobile App needs to be improved, we cannot see a user online on the mobile app whereas we can get online users on Web Portal. A Feature suggestion : With AI embedded quick responses suggestions should be there while writing responses to our customers this with help businesses a lot. **What problems is Freshchat solving and how is that benefiting you?** It enables WhatsApp Business Integration which is useful and customer insights are available in Freshchat dashboard with searchable customer chat history helps us manage customer conversation efficiently. ### 20. Easy to use support handling tool **Rating:** 3.5/5.0 stars **Reviewed by:** Satwik K. | Growth Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** November 22, 2023 **What do you like best about Freshchat?** 1. Setting up the chat flows is very easy 2. They have integrations with most of the major tools in the market **What do you dislike about Freshchat?** 1. Sometimes I face latency in getting support for my queries. 2. A better (2-way) integration with Freshdesk would be helpful **What problems is Freshchat solving and how is that benefiting you?** I was trying to use Freshchat to handle the chat-based customer support on our platform. Setting up chatbots and the live chat feature helped us address the queries of everyone who is visiting our platform. ### 21. Simple Chat Application to manage business chat efficiently **Rating:** 5.0/5.0 stars **Reviewed by:** Sakender S. | Small-Business (50 or fewer emp.) **Reviewed Date:** August 18, 2023 **What do you like best about Freshchat?** Freshchat instant push notification to mobile app which allow us to reply our customers in timely manner and chat support executive and answer to customer quries even from mobile app. Freshchat is easy to mange and cost efficient, campign and social messaging integration without any extra add-on cost makes this product affodable. **What do you dislike about Freshchat?** Freshchat should not ask customer for push notification permission when any new customer is starting their first conversation with any businesses on thie website, it create hassle. It should ask for push notiication permission when the same customer / user is visiting chat support regularly. **What problems is Freshchat solving and how is that benefiting you?** It helps us to manage a large sets of our customer's query such as pricing and working hours of our resources, Freshchat helps our to scale our services in affodable cost. ### 22. Customer Satisfaction at Breeze with Freshchat **Rating:** 4.5/5.0 stars **Reviewed by:** Nelson S. | PT Customer Service Leader, Small-Business (50 or fewer emp.) **Reviewed Date:** February 13, 2024 **What do you like best about Freshchat?** Freshworks is always winning on IT platforms provision from SAP and Microsoft - I rank it No.3. Freshchat is one of the tools that I implemented during C-19. It enables me to engage with customers via a wide array of channels such as iMessage and social channels. **What do you dislike about Freshchat?** Freshchat has a free trial but it lacks freemium version. **What problems is Freshchat solving and how is that benefiting you?** It help deliver customized experiences to customers. Offering live support to our customers help retain them in real-time. ### 23. Good interface and user friendly **Rating:** 5.0/5.0 stars **Reviewed by:** Oshita V. | Q, Mid-Market (51-1000 emp.) **Reviewed Date:** August 10, 2023 **What do you like best about Freshchat?** The best part about freschat is it's smooth navigation to different tabs/topics. We can customise the options or KRA we need on our own and the way we want. They give a details report on each metrics or fuctions and with charts and bargraph which is easy to understand. **What do you dislike about Freshchat?** The only backlog fresh chat ha currently and which don't like is it's report system. You will not get the reports in one file instead we will get those in multiple files. However, this also depends on volumes. **What problems is Freshchat solving and how is that benefiting you?** It has good analytical reports to deep dive in different aspects of opportunity areas. It gives clear bifurcation for agent and bot performance. Customised flow can be set and easy navigation for us and our customers too ### 24. Powerful but not bug-free! **Rating:** 4.0/5.0 stars **Reviewed by:** Hassan K. | Member Experience Associate, Health, Wellness and Fitness, Mid-Market (51-1000 emp.) **Reviewed Date:** October 26, 2023 **What do you like best about Freshchat?** I like the use of AI to assist in paraphrasing and summarizing conversations. Works great and doesn't hog down the system resources. I like that I am able to use it for different channels, and thus helping our customers in the most efficient way. **What do you dislike about Freshchat?** The implementation for the notifications system isn't great, and having to open a separate tab for the notifications center to be able to actually hear them is troublesome. **What problems is Freshchat solving and how is that benefiting you?** We switched to Freshchat along with Freshdesk from Kustomer. The transition has been great and flawless, and we use Freshchat as our main customer support tool. It provides us with excellent tools to address all of our customers' issues, inquiries, as well as the reliable means to communicate back with them. ### 25. Exceptional Chat Support System ! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** August 11, 2023 **What do you like best about Freshchat?** Freshchat has been one of the best chat support systems I have used till now. I have worked with multiple other chat support systems and I can confidently say that Freshchat is one of the best performed among them. The unparalleled amount of features provided and the best-in-class customization features are a couple of things that make Freshchat stand at the top. The number of integration available for Freshchat has helped me and my organization achieve faster resolution of a lot of customer queries and assist our userbase in a more effective and efficient method. **What do you dislike about Freshchat?** The pricing is something that I would like Freshchat to work on as there are multiple other platforms also available at a lower cost. Also,a better support system when issues occur can also be done so that there will not be any delays in handling any critical issues. **What problems is Freshchat solving and how is that benefiting you?** Freshchat mainly assists in connecting the live customers to our live agents where we can directly interact with users and try resolving queries on chat or if it is necessary, convert the chat to a ticket where a higher level team will be able to resolve the concern. This is the primary focus of my organization with the help of Freshchat. The integration with freshchat and the labeling systems which is place is helping us identity the buckets where the customer has pain points and solve them. ### 26. Very easy and nice to use! **Rating:** 5.0/5.0 stars **Reviewed by:** Armine K. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 17, 2023 **What do you like best about Freshchat?** The design and simplicity of using it, very straight forward, no complicated steps. **What do you dislike about Freshchat?** Needs to refresh my chats, I find myself having to refresh because my chats don't update, but other than that its good. **What problems is Freshchat solving and how is that benefiting you?** It is helping us converse with customers and solve their issues and concerns that they may have with our company. Without customers, our company is nothing. Customer chat plays a big part in the life of our business. ### 27. love the simplicity of use! **Rating:** 4.5/5.0 stars **Reviewed by:** Lindsey J. | customer service rep, Consumer Services, Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2023 **What do you like best about Freshchat?** being able to jump from chat to chat is great. canned responses are easy to create and I love that i can use hotkeys to fill in the responses. **What do you dislike about Freshchat?** sometimes the chats come in too quickly or there is little to no notification when a new chat pops up. **What problems is Freshchat solving and how is that benefiting you?** customer support with multiple languages is very beneficial. although sometimes the translation is a little off. ### 28. One of the best live chat tool out there **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in E-Learning | Small-Business (50 or fewer emp.) **Reviewed Date:** August 15, 2023 **What do you like best about Freshchat?** My favourite part about Freshchat is the quick option to use canned templates. As a Chat Support, I always have to be fast when answering customer inquiries and this feature helps a lot. It's very easy to edit out the templates if needed and we can add as many as we want! **What do you dislike about Freshchat?** Not really a downside but I think one opportunity Freshchat can work on is the option to merge chats. Some customers would sometimes use a new tab and that would open a new chat even they are already speaking with an agent. I hope there's a way to merge multiple chats from one customer just like in Freshdesk. **What problems is Freshchat solving and how is that benefiting you?** We do use Freshchat to almost all of our website pages. Some customer inquiry requires immediate response and Freshchat helps us do this. Instead of asking customers to email us and make them wait for hours for a response, with Freshchat, we can assist them right away. ### 29. Good interface. User friendly and customised views **Rating:** 3.0/5.0 stars **Reviewed by:** Manoj M. | Customer Service Associate, Small-Business (50 or fewer emp.) **Reviewed Date:** August 17, 2023 **What do you like best about Freshchat?** Easy to use and AI-enabled which helps in communication. Customized view. User-friendly dashboard with graphs that can filter as per our needs. Ticket creation is good because it actually amends all the chat on a single click. **What do you dislike about Freshchat?** While conversing with customers, it automatically changes the sequence as per the response which not suppose to happen. Also, it not showing the name of the customer while chatting. **What problems is Freshchat solving and how is that benefiting you?** We are using it as chat bot and live chat with customer so chat bot is giving most of the information to customer as per their query and if not sufficient then customer can also reach out to agents for more details on same platform. ### 30. Build Interactions and team engagement **Rating:** 4.5/5.0 stars **Reviewed by:** Aarti M. | Enterprise (> 1000 emp.) **Reviewed Date:** January 05, 2024 **What do you like best about Freshchat?** Modern messagin software, helps to build interaction. Helps in business growth and all messenger in one platfor. good customers support and user friendly **What do you dislike about Freshchat?** Nothing in particular but need a Manual to understand more **What problems is Freshchat solving and how is that benefiting you?** Good for secure conversation and being user friendly ### 31. Easy to use, Live Chat Software **Rating:** 5.0/5.0 stars **Reviewed by:** Nibinesh S. | IT Administrator, Small-Business (50 or fewer emp.) **Reviewed Date:** November 29, 2023 **What do you like best about Freshchat?** Real-Time Omnichannel Suppport for digital customer channels. Easy to onboard, Familiar to their other offerings & works well with freshworks products. WhatsApp Integration works as intended. Bot builder makes the repeated data collection easier. **What do you dislike about Freshchat?** Over scale the pricing can be hefty. Various features are limited to pricing tiers. **What problems is Freshchat solving and how is that benefiting you?** Real-Time User Support & Other Conversational Marketing via WhatsApp Api. ### 32. I have used freschat for a year by now and I can say that using this is making my job easy **Rating:** 5.0/5.0 stars **Reviewed by:** Joy Hazel C. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 18, 2023 **What do you like best about Freshchat?** I like Freschat because of its efficient service, Easy to access to all tabs, Very convenient to use especially when it comes to chatting with a customer, I become more productive and my Quality of work is now achievable. **What do you dislike about Freshchat?** To be honest, I have less complaints in regards to performance of freshchat. However, I just notice that the privacy of a user like me is easy to access by the customer which is treated to our private concern, and also the message was getting transferred to another user very quick. **What problems is Freshchat solving and how is that benefiting you?** Freshchat helping us solving a customer service problem, we need more time to solve case that our customer has raised, but because of Freshchat our capability of helping our customer has become more easy and quick, it has easy access to customer profile and the message coming from customer has now easy to read and understand. ### 33. Very good product for management insights! **Rating:** 5.0/5.0 stars **Reviewed by:** Ashok S. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 16, 2023 **What do you like best about Freshchat?** The most helpful for me is the analytics panel to monitor our team's performance. The second thing I like the most is the customer support. The most recent CS interaction was to help set up our chat bot-- they spent two sessions despite us being a smaller account. **What do you dislike about Freshchat?** We've been using Freshchat for years, and we love the product. However, I wish they would've been more persistent to upgrade us to the newer plan... we were on the legacy plan for 2 years before we realised which made us lose out on some helpful new features. **What problems is Freshchat solving and how is that benefiting you?** Freshchat helps us solve all of our support necessisties. Aside from the whole recent Twitter debacle with 3rd party APIs, it's been a great omnichannel communincation platform. ### 34. Freshchat All in One Plattform. **Rating:** 4.5/5.0 stars **Reviewed by:** Onix C. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 28, 2023 **What do you like best about Freshchat?** I really like the interface and color schemes. I like how simple it is too to search for older chats. **What do you dislike about Freshchat?** I wish the canned responses on Freshdek will become available in Freshchat to keep everything consistent. **What problems is Freshchat solving and how is that benefiting you?** Freshchat has helped our support team to offer better support for those customer that don't like calling out support line. ### 35. Customer Service **Rating:** 4.0/5.0 stars **Reviewed by:** Lissa B. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 14, 2023 **What do you like best about Freshchat?** I like that it shows me a lot of info about the customers in one place, even their location, previous conversations that get appended. It inmediately shows the qualification the customer gave and a comment if the write one. **What do you dislike about Freshchat?** It shows the previous conversations up and down, so it covers too much space in my screen and slows down my work. I think it should transfer also the notes to the tickets in Freshdesk. Sends to many Emails about the chats assigned. **What problems is Freshchat solving and how is that benefiting you?** Communicate efficiently with the customers through pictures, files, videochat, etc. I am more productive than when using other similar services. It makes a sound when there is a new message so I can be aware while in other tabs or programs. ### 36. Good one **Rating:** 5.0/5.0 stars **Reviewed by:** Ajay K. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 08, 2023 **What do you like best about Freshchat?** Very easy to use, all tools in one desk. Canned responses makes very easy to chat with customers. All needed tools will be there at one place. Overall very good. **What do you dislike about Freshchat?** Sometimes bot responses wont work, so it is difficult to track the time top respond to the customer. Need to give sound notifications if response delayed. Apart from this everything is good. **What problems is Freshchat solving and how is that benefiting you?** Fresh chat makes very easy to chat with live customers, we can solve their queris over chat and we can raise ticket also if need to esclate it furthur. Feedback from cx. ### 37. Freshchat Omnichannel experience **Rating:** 5.0/5.0 stars **Reviewed by:** Rumshaa Y. | Small-Business (50 or fewer emp.) **Reviewed Date:** August 11, 2023 **What do you like best about Freshchat?** It has an easy to use interface. Their integrations with ChatGPT align with current trends and have a reliable and interactive Reporting and Analytics tool. Their customer support is exceptional and prompt in responding. **What do you dislike about Freshchat?** They can improve their notifications system. Some key notifications don't show up in inbox window. Their mobile App needs improvements in pulling in data from Instagram. IG posts and stories don't show up in incoming chats on the App which makes it difficult to respond. **What problems is Freshchat solving and how is that benefiting you?** It has combined all our customer communication channels, streamlining the overall process. It has made contact list maintenance easier and increased our productivity in general ### 38. Post Sales and Customer Support Re-Imagined 🚀 **Rating:** 5.0/5.0 stars **Reviewed by:** Olanrewaju A. | Small-Business (50 or fewer emp.) **Reviewed Date:** August 17, 2023 **What do you like best about Freshchat?** It's so much Flexible. Unlike most CRM platforms, you can jump straight into a consultation session (Google Meet and I think, Zoom) to avoid the back and forth on chat. The configurations and set up is also very smooth. **What do you dislike about Freshchat?** Nothing. We use it to drive customer retention and usage at Borderless HQ. I hate nothing about it. **What problems is Freshchat solving and how is that benefiting you?** A streamlined platform for all things customer engagement. We’re able to drive customer satisfaction and offer support and open end consultations to end users with FreshChat. A one in all tool for customer relationship management across a company’s user touch points. It's amazing! ### 39. Great product for customer support **Rating:** 5.0/5.0 stars **Reviewed by:** Adrian S. | Small-Business (50 or fewer emp.) **Reviewed Date:** August 10, 2023 **What do you like best about Freshchat?** The ability to customize the chat, being able to provide some information about the agent to the customer as well typing indicators, being able to add attachments, etc. **What do you dislike about Freshchat?** Unable to customize the chat window for multi-organizations. Since we're managing multiple organizations, we are unable to customize each organization's chat window and it would be great feature to be added with future releases. **What problems is Freshchat solving and how is that benefiting you?** Freshdesk is making it easier for our live-chat agents to talk with customers across the different organizations we manage, all into a single place, seamlessly and without any struggle. Plus the canned responses really help a lot. ### 40. great chat channel! **Rating:** 4.0/5.0 stars **Reviewed by:** Colleen M. | Medical Assistant, Mid-Market (51-1000 emp.) **Reviewed Date:** August 12, 2023 **What do you like best about Freshchat?** FreshChat is very user friendly. It is easy for our patient's to use as well as the staff. It is helpful that it allows us to see when the patient has read the message. **What do you dislike about Freshchat?** The one thing that would be helpful would be a section off to the side where we can add important notes on the patients for quick refrences. That would be helpful! **What problems is Freshchat solving and how is that benefiting you?** Freshchat will autoreslve some chats that need closed right away without us needing to look at it. That filters alot of the chats out and we can get to the others easier. ### 41. Freshchat is simple and efficient for customer support **Rating:** 4.0/5.0 stars **Reviewed by:** Sathya N. | Small-Business (50 or fewer emp.) **Reviewed Date:** October 05, 2023 **What do you like best about Freshchat?** Freshchat's user-friendly interface, real-time chat, and powerful automation simplify customer communication for an efficient and personalized experience. **What do you dislike about Freshchat?** The recent developments, number of status while closing ticket, etc. **What problems is Freshchat solving and how is that benefiting you?** Streamlining customer communication. It ensures prompt responses, automates processes, and gathers insights, enhancing our support efficiency. This leads to quicker issue resolution, improved customer satisfaction, and a more agile and responsive support system. And giving a mobile app for our people to respond. ### 42. Chat Accuracy and efficiency **Rating:** 5.0/5.0 stars **Reviewed by:** Rimmi Y. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 30, 2023 **What do you like best about Freshchat?** Freshchat is a great platform for the start ups as it provide great connectivity with the customers. The best thing is that we can review years old chat for the work purpose. The efficiency is great as it helps us to proactively response to our customers. **What do you dislike about Freshchat?** As it is so efficient it takes huge number of cx's at one time. **What problems is Freshchat solving and how is that benefiting you?** Interacting with the customers become really easy and it provides an opportunity to stay connected to the consumers and help them proactively which enhances the customer experience. ### 43. Incredible **Rating:** 5.0/5.0 stars **Reviewed by:** Khululwa C. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 26, 2023 **What do you like best about Freshchat?** The ability to access and back date queries and manage backlog. The fact that it refreshes so quickly and updates equally as fast. Also the ability to input canned responses for the ease of assisting more effectively. **What do you dislike about Freshchat?** I'm quite pleased with the current updates on it I have no real issues on my side. Freshchat is constantly updated making it easier for users like myself to navigate access and use. **What problems is Freshchat solving and how is that benefiting you?** It solves issues such as record keeping and that benefits us because we are able to go back and assist a customer who came in a while ago and needs feedback on a query. ### 44. Chat and chatbots **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 21, 2023 **What do you like best about Freshchat?** Its easy in use and it's clear for the agents when a customer reaches out. We are able to create specific chat bots that helps to guide our customers aswel to select the correct subject matter. **What do you dislike about Freshchat?** The fact that the automatisations are not easy to set up for the chat bot, it was a lot of trial and error which was felt by the customers. Because due to bot failing the chats were closed to early or not correctly which meant that our agents have to check if a ticket number was created for a closed chat. **What problems is Freshchat solving and how is that benefiting you?** It helped us scale our support service as our previous tool was not providing us the solutions we needed to handle the current load we receive daily from our customers. ### 45. Efficient chat support for businesses **Rating:** 5.0/5.0 stars **Reviewed by:** Goapl K. | Small-Business (50 or fewer emp.) **Reviewed Date:** August 18, 2023 **What do you like best about Freshchat?** The Customer profiling feature helps alot and different integration with e-commerce application shows deatils of customer alltogether in dashboard. Freshchat makes available customer's data while solving customer quries help a lot. other features like omnichannel integration are very useful. **What do you dislike about Freshchat?** Sometimes customer's doesn't get merged, it creates new conversation, if there is seperate chat campign then for the same customer it will create new conversation. **What problems is Freshchat solving and how is that benefiting you?** We have huge customer quries which needs to be addressed in real-time, Freshchat features like quick-snippet and conversational chatbot helps to manage our customer support efficiently. ### 46. A simple and User-friendly Support Tool ! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** September 27, 2023 **What do you like best about Freshchat?** Freshchat has been helpful for us to channel our queries to our sales and support respectively according to the query. Freshchat has has made ticket creation and resolution very easy for us . As a sales person it has really helped me contact the customer immediately whenever there is a sales query. **What do you dislike about Freshchat?** Freshchat has been really good for us, so there is nothing negative about it. **What problems is Freshchat solving and how is that benefiting you?** Freshchat has helped us reach our customers within the stipulated time. It has helped our sales team greatly by enabling us to provide timely responses to the customers. Overall, it has really helped us support our customers better. ### 47. Its very user friendly and gives you easy access to all of the customers information **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** December 07, 2023 **What do you like best about Freshchat?** I love that it is very user friendly and easy to navigate through. **What do you dislike about Freshchat?** It will not show the newest chat if it is loading. Sometimes you reply back late because you have to refresh the page to see the new chat. **What problems is Freshchat solving and how is that benefiting you?** Freshchat is helping us speak directly to the customer when assiting them with their account. This is benefiting me because it allows us to provide live support for customers with questions. ### 48. fresh chat expienecne. **Rating:** 3.5/5.0 stars **Reviewed by:** Kyrith M. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2023 **What do you like best about Freshchat?** Very easy to use and easy to navigate when chatting **What do you dislike about Freshchat?** When chatting and a new on comes in it goes to the top and sometime messes me up when talking to my customers. **What problems is Freshchat solving and how is that benefiting you?** This makes it easy to communitcate with our customers. ### 49. Fresh chat review **Rating:** 4.5/5.0 stars **Reviewed by:** Anand k. | Customer Support Executive, Mid-Market (51-1000 emp.) **Reviewed Date:** October 25, 2023 **What do you like best about Freshchat?** Fresh chat is one of the best CRM software I've used and the best part is about it's AI tool which helps in paraphrasing and summarising the conversation in a concise manner which saves a lot of time. **What do you dislike about Freshchat?** Did not came any of us dislike till now but whenever the sound of a new chat it can be modified apart from that is good to go. **What problems is Freshchat solving and how is that benefiting you?** I'm into customer support where we solve customer issues through calls email and chat and were taking use of fresh chat to solve our customer queries. ### 50. Its buggy and slow to refresh. **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** November 21, 2023 **What do you like best about Freshchat?** the ability to update and create your own canned answers **What do you dislike about Freshchat?** inability to stop chats from changing place while chatting. The only setting is for the longest wait time. I would like to freeze the chats entirely so they do not move switch places. When implimenting or changing rules for chat on the back end, the systems slows WAYYYY down and is almost unusuable for at least 30-60 mins **What problems is Freshchat solving and how is that benefiting you?** I have no idea what you are workign on ## 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=2§ion=pricing&secure%5Bexpires_at%5D=2026-08-10+06%3A55%3A11+-0500&secure%5Bsession_id%5D=8553edeb-00a4-47eb-9cf1-5fcd7b0ecce1&secure%5Btoken%5D=af6230911477f904d8f63372c760b8738ed5cebbd9128b70cd279d64281882d9&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 (3,733 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,660 reviews) - [Tidio](https://www.g2.com/products/tidio/reviews) - 4.6/5.0 (1,893 reviews)