--- 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 Pros and Cons: Top 5 Advantages and Disadvantages #### Quick AI Summary Based on G2 Reviews Generated from real user reviews Users find Freshchat's **ease of use** remarkable, allowing quick automation setups and seamless customer interactions. [(14 mentions)](https://www.g2.com/products/freshworks-freshchat/reviews?filters%5Bsentiment_snippet%5D=1715924&qs=pros-and-cons#reviews) Users appreciate the **convenience of multiple channels** in Freshchat, enhancing customer support efficiency and personalization. [(10 mentions)](https://www.g2.com/products/freshworks-freshchat/reviews?filters%5Bsentiment_snippet%5D=1714749&qs=pros-and-cons#reviews) Users appreciate the **user-friendly interface and features** of FreshChat for efficient customer support management. [(7 mentions)](https://www.g2.com/products/freshworks-freshchat/reviews?filters%5Bsentiment_snippet%5D=1714933&qs=pros-and-cons#reviews) Users appreciate the **ease of Automations** in Freshchat, enabling quick resolutions and customizable user interactions. [(6 mentions)](https://www.g2.com/products/freshworks-freshchat/reviews?filters%5Bsentiment_snippet%5D=1715194&qs=pros-and-cons#reviews) Users value the **seamless integrations** of Freshchat, streamlining customer support across multiple channels effortlessly. [(6 mentions)](https://www.g2.com/products/freshworks-freshchat/reviews?filters%5Bsentiment_snippet%5D=1714917&qs=pros-and-cons#reviews) Users find that Freshchat's **AI limitations** hinder advanced automation and complex routing compared to competitors. [(5 mentions)](https://www.g2.com/products/freshworks-freshchat/reviews?filters%5Bsentiment_snippet%5D=1713877&qs=pros-and-cons#reviews) Users experience **chatbot issues** with Freddy AI, citing limited automation and understanding affecting overall efficiency. [(5 mentions)](https://www.g2.com/products/freshworks-freshchat/reviews?filters%5Bsentiment_snippet%5D=1714815&qs=pros-and-cons#reviews) Users experience **chat issues** with confusing dashboards, missed notifications, and limited message editing options. [(5 mentions)](https://www.g2.com/products/freshworks-freshchat/reviews?filters%5Bsentiment_snippet%5D=1713336&qs=pros-and-cons#reviews) Users find the **learning curve steep** due to tricky custom reports and complex chatbot setup. [(5 mentions)](https://www.g2.com/products/freshworks-freshchat/reviews?filters%5Bsentiment_snippet%5D=1715850&qs=pros-and-cons#reviews) Users find Freshchat's **limited AI capabilities** inadequate for nuanced automation and complex routing compared to competitors. [(4 mentions)](https://www.g2.com/products/freshworks-freshchat/reviews?filters%5Bsentiment_snippet%5D=1713102&qs=pros-and-cons#reviews) ### 5 Pros or Advantages of Freshchat ##### 1. Ease of Use Users find Freshchat's **ease of use** remarkable, allowing quick automation setups and seamless customer interactions. [ See 14 mentions ](https://www.g2.com/products/freshworks-freshchat/reviews?filters%5Bsentiment_snippet%5D=1715924&qs=pros-and-cons#reviews) See Related User Reviews ![Bhargav A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Bhargav A.") BA Bhargav A. Small-Business (50 or fewer emp.) 4.0/5 "Revolutionary customer engagement" What do you like about Freshchat? I like the AI chatbot feature in Freshchat, it helps reply to customers faster and saves time for the team. Also the inbox is pretty easy to use. ![Jitendra K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jitendra K.") JK Jitendra K. Mid-Market (51-1000 emp.) 4.0/5 "Efficient Real-Time Chat Management" What do you like about Freshchat? It's real-time chat visibility and intuitive interface, which makes it easy to manage conversations, monitor agent performance, and ensure quick respo ##### 2. Helpful Users appreciate the **convenience of multiple channels** in Freshchat, enhancing customer support efficiency and personalization. [ See 10 mentions ](https://www.g2.com/products/freshworks-freshchat/reviews?filters%5Bsentiment_snippet%5D=1714749&qs=pros-and-cons#reviews) See Related User Reviews ![Jitendra K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jitendra K.") JK Jitendra K. Mid-Market (51-1000 emp.) 4.0/5 "Efficient Real-Time Chat Management" What do you like about Freshchat? It's real-time chat visibility and intuitive interface, which makes it easy to manage conversations, monitor agent performance, and ensure quick respo ![Eric .](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Eric .") E Eric . Mid-Market (51-1000 emp.) 4.0/5 "Easy-to-Use Live Chat Tool That Improves Customer Communication" What do you like about Freshchat? What I like most about Freshchat is how simple and intuitive it is for everyday customer communication. The interface is clean, and it’s easy to handl ##### 3. Features Users appreciate the **user-friendly interface and features** of FreshChat for efficient customer support management. [ See 7 mentions ](https://www.g2.com/products/freshworks-freshchat/reviews?filters%5Bsentiment_snippet%5D=1714933&qs=pros-and-cons#reviews) See Related User Reviews ![Bhargav A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Bhargav A.") BA Bhargav A. Small-Business (50 or fewer emp.) 4.0/5 "Revolutionary customer engagement" What do you like about Freshchat? I like the AI chatbot feature in Freshchat, it helps reply to customers faster and saves time for the team. Also the inbox is pretty easy to use. ![Eric .](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Eric .") E Eric . Mid-Market (51-1000 emp.) 4.0/5 "Easy-to-Use Live Chat Tool That Improves Customer Communication" What do you like about Freshchat? What I like most about Freshchat is how simple and intuitive it is for everyday customer communication. The interface is clean, and it’s easy to handl ##### 4. Automation Users appreciate the **ease of Automations** in Freshchat, enabling quick resolutions and customizable user interactions. [ See 6 mentions ](https://www.g2.com/products/freshworks-freshchat/reviews?filters%5Bsentiment_snippet%5D=1715194&qs=pros-and-cons#reviews) See Related User Reviews ![Pratik Y.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Pratik Y.") PY Pratik Y. 4.5/5 "Effortless Customer Interactions, Needs Smarter AI" What do you like about Freshchat? I use FreshChat to handle customer's live chats and find it to be a very simple tool. I like that it makes handling customer complaints and queries ea ![Saurabh G.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Saurabh G.") SG Saurabh G. Mid-Market (51-1000 emp.) 5.0/5 "Great in handling customer queries tool" What do you like about Freshchat? I like that Freshchat brings all learner queries into one place, making it easy to manage. Its automation and chatbots save time by handling repetiti ##### 5. Integrations Users value the **seamless integrations** of Freshchat, streamlining customer support across multiple channels effortlessly. [ See 6 mentions ](https://www.g2.com/products/freshworks-freshchat/reviews?filters%5Bsentiment_snippet%5D=1714917&qs=pros-and-cons#reviews) See Related User Reviews ![Eric .](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Eric .") E Eric . Mid-Market (51-1000 emp.) 4.0/5 "Easy-to-Use Live Chat Tool That Improves Customer Communication" What do you like about Freshchat? What I like most about Freshchat is how simple and intuitive it is for everyday customer communication. The interface is clean, and it’s easy to handl ![Samson Vibin A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Samson Vibin A.") SA Samson Vibin A. Mid-Market (51-1000 emp.) 4.5/5 "All-in-One Messaging Platform That Streamlines Customer Support" What do you like about Freshchat? Freshchat brings multiple channels—website chat, in-app messaging, social inboxes (like WhatsApp/Facebook Messenger), and email—into one place. That m ### 5 Cons or Disadvantages of Freshchat ##### 1. AI Limitations Users find that Freshchat's **AI limitations** hinder advanced automation and complex routing compared to competitors. [ See 5 mentions ](https://www.g2.com/products/freshworks-freshchat/reviews?filters%5Bsentiment_snippet%5D=1713877&qs=pros-and-cons#reviews) See Related User Reviews ![Bhargav A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Bhargav A.") BA Bhargav A. Small-Business (50 or fewer emp.) 4.0/5 "Revolutionary customer engagement" What do you dislike about Freshchat? Sometimes the dashboard feels little confusing at first and some settings are hard to find, it can be more simple maybe. Notifications could be bit be ![Samson Vibin A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Samson Vibin A.") SA Samson Vibin A. Mid-Market (51-1000 emp.) 4.5/5 "All-in-One Messaging Platform That Streamlines Customer Support" What do you dislike about Freshchat? While Freshchat covers basics really well, some advanced capabilities (like highly nuanced automation or complex routing logic) aren’t as robust as in ##### 2. Chatbot Issues Users experience **chatbot issues** with Freddy AI, citing limited automation and understanding affecting overall efficiency. [ See 5 mentions ](https://www.g2.com/products/freshworks-freshchat/reviews?filters%5Bsentiment_snippet%5D=1714815&qs=pros-and-cons#reviews) See Related User Reviews ![Bhargav A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Bhargav A.") BA Bhargav A. Small-Business (50 or fewer emp.) 4.0/5 "Revolutionary customer engagement" What do you dislike about Freshchat? Sometimes the dashboard feels little confusing at first and some settings are hard to find, it can be more simple maybe. Notifications could be bit be ![Pratik Y.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Pratik Y.") PY Pratik Y. 4.5/5 "Effortless Customer Interactions, Needs Smarter AI" What do you dislike about Freshchat? Freshchat needs work more on AI as Freddy AI is a very basic tool and needs more automation. ##### 3. Chat Issues Users experience **chat issues** with confusing dashboards, missed notifications, and limited message editing options. [ See 5 mentions ](https://www.g2.com/products/freshworks-freshchat/reviews?filters%5Bsentiment_snippet%5D=1713336&qs=pros-and-cons#reviews) See Related User Reviews ![Bhargav A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Bhargav A.") BA Bhargav A. Small-Business (50 or fewer emp.) 4.0/5 "Revolutionary customer engagement" What do you dislike about Freshchat? Sometimes the dashboard feels little confusing at first and some settings are hard to find, it can be more simple maybe. Notifications could be bit be ![Eric .](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Eric .") E Eric . Mid-Market (51-1000 emp.) 4.0/5 "Easy-to-Use Live Chat Tool That Improves Customer Communication" What do you dislike about Freshchat? While Freshchat works well overall, I’ve noticed that notifications can sometimes be delayed, particularly when chat volume is high. I also find that ##### 4. Learning Curve Users find the **learning curve steep** due to tricky custom reports and complex chatbot setup. [ See 5 mentions ](https://www.g2.com/products/freshworks-freshchat/reviews?filters%5Bsentiment_snippet%5D=1715850&qs=pros-and-cons#reviews) See Related User Reviews ![Bhargav A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Bhargav A.") BA Bhargav A. Small-Business (50 or fewer emp.) 4.0/5 "Revolutionary customer engagement" What do you dislike about Freshchat? Sometimes the dashboard feels little confusing at first and some settings are hard to find, it can be more simple maybe. Notifications could be bit be ![Vallinayagam G.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Vallinayagam G.") VG Vallinayagam G. Mid-Market (51-1000 emp.) 5.0/5 "Very userfriendly" What do you dislike about Freshchat? Training AI is littlie difficult and understanding the reports is little confusing. ##### 5. Limited AI Capabilities Users find Freshchat's **limited AI capabilities** inadequate for nuanced automation and complex routing compared to competitors. [ See 4 mentions ](https://www.g2.com/products/freshworks-freshchat/reviews?filters%5Bsentiment_snippet%5D=1713102&qs=pros-and-cons#reviews) See Related User Reviews ![Bhargav A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Bhargav A.") BA Bhargav A. Small-Business (50 or fewer emp.) 4.0/5 "Revolutionary customer engagement" What do you dislike about Freshchat? Sometimes the dashboard feels little confusing at first and some settings are hard to find, it can be more simple maybe. Notifications could be bit be ![Samson Vibin A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Samson Vibin A.") SA Samson Vibin A. Mid-Market (51-1000 emp.) 4.5/5 "All-in-One Messaging Platform That Streamlines Customer Support" What do you dislike about Freshchat? While Freshchat covers basics really well, some advanced capabilities (like highly nuanced automation or complex routing logic) aren’t as robust as in ## Top-Rated Alternatives [ ![Fin](https://images.g2crowd.com/uploads/product/hd_favicon/5d5fd30de40ef30f077664aa44f9775a/fin.svg "Fin") Fin 4.5/5(3,901) ](https://www.g2.com/products/fin/reviews) [ ![Zendesk for Customer Service](https://images.g2crowd.com/uploads/product/hd_favicon/7b95b13ec74f28d1bdceba616c8f8e97/zendesk-for-customer-service.svg "Zendesk for Customer Service") Zendesk for Customer Service 4.3/5(7,019) ](https://www.g2.com/products/zendesk-for-customer-service/reviews) [ ![Tidio](https://images.g2crowd.com/uploads/product/hd_favicon/5a3c39079f10e3e53bd18da51a13870e/tidio.svg "Tidio") Tidio 4.6/5(1,959) ](https://www.g2.com/products/tidio/reviews) [ View All Alternatives ](https://www.g2.com/products/freshworks-freshchat/competitors/alternatives) ![Muhammed A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Muhammed A.") MA Muhammed A. Technical Project Manager Information Technology and Services Mid-Market (51-1000 emp.) 8/11/2026 "Freshchat Keeps Live Support Chats Organized with a Clean, Intuitive Interface" 4.5/5 What do you like best about Freshchat? Freshchat has made handling live customer conversations much more organized, giving our support team real-time visibility into ongoing chats without missing incoming messages. The interface is clean and intuitive, making it easy for agents to manage multiple conversations simultaneously without losing context. Being able to route chats based on availability or topic has kept response times reasonable even during busier periods. Integration with our existing support workflow was smooth, and having chat history readily accessible has made it easier to pick up context when a customer returns with a follow-up question. Review collected by and hosted on G2.com. What do you dislike about Freshchat? Pricing scales quickly as the number of agent seats grows, which becomes a bigger consideration as our support team expands. Some of the automation and bot configuration features have a learning curve to set up effectively for more nuanced, platform-specific queries. Handling mixed Arabic-English chat messages isn't always seamless, occasionally requiring manual intervention when automated routing misinterprets intent. Support response times from Freshchat itself for configuration questions were slower than expected during initial setup. Review collected by and hosted on G2.com. What problems is Freshchat solving and how is that benefiting you? Freshchat has given our support team a reliable, organized way to handle live customer conversations instead of relying on scattered messaging channels. This has improved response times and made it easier to maintain context across ongoing conversations, since chat history and customer details stay attached to each conversation rather than getting lost. Review collected by and hosted on G2.com. Show More Our network of Icons are G2 members who are recognized for their outstanding contributions and commitment to helping others through their expertise.G2 IconCurrent UserValidated ReviewerSource: G2 invite ![Mohammed A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Mohammed A.") MA Mohammed A. Co-Founder - Digital Marketing Manger Small-Business (50 or fewer emp.) 5/22/2026 "13 Days of Total Outage. $1,000 Compensation. $100K+ in Damages" 0/5 What do you like best about Freshchat? Before the disaster, the multi-channel integration was genuinely useful. Managing WhatsApp, website chat, and social media from one dashboard worked well for our team. The interface was clean and our agents adapted quickly. That's what made the betrayal worse, we actually relied on it. Review collected by and hosted on G2.com. What do you dislike about Freshchat? In March 2026 our entire Freshchat account went completely dark for 13 consecutive days. Not slow, not degraded. Completely dead. Zero access to any channel. During that time Freshworks provided no recovery plan, no estimated timeline, no interim solution, and near-total silence. We lost approximately 6,500 customer conversations permanently. Our customers started calling us scammers publicly because we couldn't respond to anyone for almost two weeks. Negative reviews flooded every platform. After restoration, we spent two months chasing Freshworks for compensation. Their "internal discussions" and "management approvals" dragged on endlessly. The final offer? $1,000. For 13 days of total outage and over $100K in documented damages. The product failed catastrophically, and the company behind it showed zero accountability. Review collected by and hosted on G2.com. What problems is Freshchat solving and how is that benefiting you? It was supposed to centralize all our customer support across 6 GCC countries. It did that until it didn't. When the system went down for 13 days, having everything in one basket meant we lost everything at once. No redundancy, no failover, no backup. The single point of failure that Freshchat became actually made our situation worse than if we'd used separate tools for each channel. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Siddharth O.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Siddharth O.") SO Siddharth O. Customer Success Advisor Enterprise (\> 1000 emp.) 4/28/2026 "FreshChat: Easy to Use but Could Use Better Analytics" 3.5/5 What do you like best about Freshchat? FreshChat makes customer communication feel effortless thanks to its clean, intuitive interface. Being able to manage conversations across multiple channels—email, chat, and social media—from a single dashboard is a major time-saver and keeps everything organized in one place. The AI-powered chatbots are also useful for handling routine questions right away, which helps reduce the workload on support agents. Review collected by and hosted on G2.com. What do you dislike about Freshchat? FreshChat can feel somewhat limiting when it comes to more advanced customization. Its reporting and analytics also come across as fairly basic compared to competitors, which makes it harder to pull deeper insights from customer interactions. On top of that, the mobile app experience isn’t as smooth or consistent as the desktop version, and occasional notification delays can lead to missed messages. Review collected by and hosted on G2.com. What problems is Freshchat solving and how is that benefiting you? FreshChat helps us centralize all customer support conversations in one place, which removes the chaos of juggling multiple communication channels separately. The automated chatbots can handle common questions right away, cutting down response times and allowing agents to focus on more complex issues. Overall, it has noticeably improved our team’s productivity and boosted customer satisfaction. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Akshat K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Akshat K.") AK Akshat K. associate consultant Small-Business (50 or fewer emp.) 6/5/2026 "Fresh Experience with Intuitive Agent Builder" 4.5/5 What do you like best about Freshchat? I used FreshChat as a conversational agent, and I found it really effective because it provides correct answers without having to go through long documents. I like that it's a tag-based system and also explains the answers. The experience with AI agents was fresh and enjoyable. I also appreciate that the agent builder UI is good and easy to understand. Setting up FreshChat was very easy. Review collected by and hosted on G2.com. What do you dislike about Freshchat? The LLMs provided have very few AI units. It should offer a better limit for each agent call, or reduce the AI units required per call. It could use other models available in the market that cost less. Review collected by and hosted on G2.com. What problems is Freshchat solving and how is that benefiting you? I use FreshChat as a conversational agent that's rule-based, providing correct answers quickly without combing through long documents. It explains answers well, and the agent builder UI is good and easy to understand. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![Mandip P.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Mandip P.") MP Mandip P. Administrator Mid-Market (51-1000 emp.) 4/20/2026 "Streamlined Chat Management with Robust Features" 4/5 What do you like best about Freshchat? I find FreshChat incredibly helpful for managing customer conversations across multiple platforms by bringing everything into a single dashboard. It helps our team respond quickly, avoid missing messages, and maintain better organization. I appreciate the AI integration through Freedly AI, which aids in chatbot automation and quick responses for basic customer handling. I also like the shared inbox and team collaboration features that allow multiple agents to work together efficiently on conversations. The feature of tracking customer chat history is particularly useful for resolving queries. The initial setup was easy and straightforward, and the onboarding team was helpful in explaining the features and options. Review collected by and hosted on G2.com. What do you dislike about Freshchat? When the volume is at peak, it may affect the performance, causing delays in chat. Reporting and analytics need customization, and agent performance reports need improvement. Reports are not fully real-time, which impacts monitoring live performance during peak hours. The customization options for the dashboard need enhancement. Review collected by and hosted on G2.com. What problems is Freshchat solving and how is that benefiting you? FreshChat resolves customer conversation management across platforms by unifying them into one dashboard, improving fast response and organization. Its automation and chatbot handle repetitive queries, shared inbox and team collaboration enhance efficiency, and chat history tracking helps solve customer queries. Review collected by and hosted on G2.com. Show More Our network of Icons are G2 members who are recognized for their outstanding contributions and commitment to helping others through their expertise.G2 IconValidated ReviewerSource: G2 invite ![Eric .](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Eric .") E Eric . Customer Onboarding and Support Executive Mid-Market (51-1000 emp.) 1/23/2026 "Easy-to-Use Live Chat Tool That Improves Customer Communication" 4/5 What do you like best about Freshchat? What I like most about Freshchat is how simple and intuitive it is for everyday customer communication. The interface is clean, and it’s easy to handle multiple conversations at once without feeling overwhelmed. I also appreciate how well the conversations are organized, and how quickly I can respond using saved replies. Another big plus is the integration with other Freshworks products, which keeps customer information and past interactions easy to access in one place. Review collected by and hosted on G2.com. What do you dislike about Freshchat? While Freshchat works well overall, I’ve noticed that notifications can sometimes be delayed, particularly when chat volume is high. I also find that some of the more advanced capabilities—like deeper customization options or more robust analytics—feel somewhat limited unless you’re on a higher-tier plan. These aren’t major issues, but they’re areas where the product could improve and feel more consistent. Review collected by and hosted on G2.com. What problems is Freshchat solving and how is that benefiting you? Freshchat helps streamline real-time customer support by bringing all live conversations into a single platform. Before using it, managing chats across different channels felt disorganized and inefficient. With Freshchat, I can respond faster, conversations are tracked more consistently, and collaboration within the team feels smoother. As a result, response times have improved, fewer messages get missed, and the overall customer experience is better. Overall, it’s a reliable tool that makes customer communication more structured, clear, and manageable. Review collected by and hosted on G2.com. Show More Our network of Icons are G2 members who are recognized for their outstanding contributions and commitment to helping others through their expertise.G2 IconCurrent UserValidated ReviewerSource: G2 invite ![Samson Vibin A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Samson Vibin A.") SA Samson Vibin A. Team Leader Mid-Market (51-1000 emp.) 1/7/2026 "All-in-One Messaging Platform That Streamlines Customer Support" 4.5/5 What do you like best about Freshchat? Freshchat brings multiple channels—website chat, in-app messaging, social inboxes (like WhatsApp/Facebook Messenger), and email—into one place. That means no jumping between tools to respond to customers. Freshchat gives meaningful metrics—like first response time, resolution time, agent productivity, and customer satisfaction—that help teams improve support performance. Agents see order history, user properties, and previous conversations right in the chat window, which speeds up resolution and personalizes interactions Review collected by and hosted on G2.com. What do you dislike about Freshchat? While Freshchat covers basics really well, some advanced capabilities (like highly nuanced automation or complex routing logic) aren’t as robust as in tools like Intercom or Zendesk. As you add more team members, channels, and automation features, costs go up quickly—especially for startups or smaller teams Review collected by and hosted on G2.com. What problems is Freshchat solving and how is that benefiting you? Support messages come in from multiple places—website chat, in-app messages, WhatsApp, Facebook, email, etc.—and teams struggle to keep track. Freshchat pulls all these into a single inbox with context, so agents don’t miss messages. Agents spend too much time answering the same basic questions (e.g., “Where’s my order?” or “What’s your return policy?”). Predefined answers, canned responses, and automation handle routine queries Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Ashwini S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Ashwini S.") AS Ashwini S. Small-Business (50 or fewer emp.) 5/15/2026 "Initial Setup Great, But Ongoing Support Lacking" 0.5/5 What do you like best about Freshchat? I found the support during the initial setup of FreshChat to be very helpful. The setup was easy, which made the initial experience with FreshChat quite positive. Review collected by and hosted on G2.com. What do you dislike about Freshchat? The FreshChat itself stopped working for us for, like, two months. Our experience with FreshChat hasn't been that great. The fixed menu where you can click your knowledge base or video just refused to work. Their support has to improve. It hasn't been good. Our experience with the support after we started using FreshChat has been quite bad. Even though the product did not work, they continued to bill us. Overall, it was quite an unpleasant experience. Review collected by and hosted on G2.com. What problems is Freshchat solving and how is that benefiting you? I use FreshChat to include a chatbot in our application. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![Adrianna M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Adrianna M.") AM Adrianna M. Director of Sales & Customer Operations Mid-Market (51-1000 emp.) 5/1/2026 "Robust Chat Features with Room for Improvement" 3.5/5 What do you like best about Freshchat? I use FreshChat for live chats with our customers, and it really allows us to communicate better and more efficiently. I like the robust features, including the ability to see read receipts, have canned responses, live translation, and auto-assignment of chats. The initial setup of FreshChat was pretty easy, and I appreciate that it was part of the omnichannel package that included Freshdesk, Freshchat, and Freshcaller, especially considering the price. Review collected by and hosted on G2.com. What do you dislike about Freshchat? I don't like the lack of customization with the CSAT scores, that needs to be majorly updated. Review collected by and hosted on G2.com. What problems is Freshchat solving and how is that benefiting you? FreshChat enables us to communicate with our customers live for quicker responses compared to email, enhancing efficiency with features like read receipts, canned responses, live translation, and auto-assignment. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![Bhargav A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Bhargav A.") BA Bhargav A. Information Technology Engineer Small-Business (50 or fewer emp.) 10/21/2023 "Revolutionary customer engagement" 4/5 What do you like best about Freshchat? I like the AI chatbot feature in Freshchat, it helps reply to customers faster and saves time for the team. Also the inbox is pretty easy to use. Review collected by and hosted on G2.com. What do you dislike about Freshchat? Sometimes the dashboard feels little confusing at first and some settings are hard to find, it can be more simple maybe. Notifications could be bit better because sometimes new messages dont show properly and its easy to miss them. Review collected by and hosted on G2.com. What problems is Freshchat solving and how is that benefiting you? As an international business, catering to clients in different time zones can be challenging. With Freshchat's auto-answer feature, I no longer worry about missing inquiries when I am away. Its like having a reliable virtual assistant that ensures our clients receive timely responses, enhancing our customer service and global presence Review collected by and hosted on G2.com. Show More 3/16/2026 Validated ReviewerIncentivizedSource: G2 invite ##### Categories on G2 [Live Chat](https://www.g2.com/categories/live-chat)[AI Customer Support Agents](https://www.g2.com/categories/ai-customer-support-agents)[Conversational Marketing](https://www.g2.com/categories/conversational-marketing) [Live Chat](https://www.g2.com/categories/live-chat)[AI Customer Support Agents](https://www.g2.com/categories/ai-customer-support-agents)[Conversational Marketing](https://www.g2.com/categories/conversational-marketing)[Customer Self-Service](https://www.g2.com/categories/customer-self-service)[Chatbots](https://www.g2.com/categories/chatbots)[Conversational Support](https://www.g2.com/categories/conversational-support)[Social Customer Service](https://www.g2.com/categories/social-customer-service) [Show MoreShow Less](javascript:void(0);) ##### Explore More [Best global payroll software service with easy compliance](https://www.g2.com/discussions/what-s-the-best-global-payroll-software-service-with-easy-compliance)[What are the top tools for secure corporate messaging in large teams?](https://www.g2.com/discussions/what-are-the-top-tools-for-secure-corporate-messaging-in-large-teams)[What's the best owned media software for a small business that mainly does blogging and email?](https://www.g2.com/discussions/what-s-the-best-owned-media-software-for-a-small-business-that-mainly-does-blogging-and-email) [Which library management systems provide clear reporting and analytics for measuring catalogue usage and implementation success?](https://www.g2.com/discussions/which-library-management-systems-provide-clear-reporting-and-analytics-for-measuring-catalogue-usage-and-implementation-success)[What ERM tools connect with existing business intelligence, audit and compliance platforms without requiring a separate middleware layer?](https://www.g2.com/discussions/what-erm-tools-connect-with-existing-business-intelligence-audit-and-compliance-platforms-without-requiring-a-separate-middleware-layer)[Pros and Cons Details](https://www.g2.com/products/freshworks-freshchat/reviews?qs=pros-and-cons) [Show MoreShow Less](javascript:void(0);)