FreshChat Reviews

Name: FreshChat
Brand: Freshworks
Rating: 4.3 (5 reviews)

Vendor: Freshworks

4.3 out of 5

5 reviews
100% willing to recommend

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What is FreshChat?

Freshchat helps you engage and delight your customers wherever they are - web, mobile and social messengers.

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FreshChat is the #11 ranked solution in top Live Chat solutions. PeerSpot users give FreshChat an average rating of 8.6 out of 10. FreshChat is most commonly compared to Zendesk Messaging: FreshChat vs Zendesk Messaging.

Buyer's Guide

Live Chat

March 2026

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Helped 886,174 peers since 2012

Featured FreshChat reviews

Marion Forbes

Sales Manager at Uniliver

The best features FreshChat offers allow the agents to easily resolve issues via conversation very quickly with no delay in response, and everything happens in real-time. Multifunctions such as user portal, WhatsApp integration, and AI bot setup are available. Multiple options are always beneficial. FreshChat creates a conversation for each chat or call. Out of those features, I find multifunctions to be the most valuable day-to-day. This is where I integrate to either WhatsApp or the user portal, which is the one that I mostly use and it is really helping my organization with the flow of our customers. I am gaining more trust from them, which is a positive impact to my organization. FreshChat has positively impacted my organization by helping me save time, and I have observed 55% to 70% of my time being saved. Through FreshChat, I can integrate where I want the conversation to start and where I want it to end. I measured that time savings based on both the number of tickets handled and the average ticket time. They both participated in an increase in time saved.

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Anastasia Miller

Sales Assistant at Unilever Inc.

The best features FreshChat offers include connection to Freshdesk, a unified comms channel, and issue tracking, along with strong uptime, engagement, and the ability for customers to search through FAQs using a keyword search. Out of those features, the one I find the most valuable in my daily work is the fact that it allows customers to search through our FAQs using a keyword search, which has made our work easier, as some of the questions they call to ask are displayed on our FAQ, providing a positive impact on our organization. FreshChat has positively impacted my organization by creating a workflow and automating our communication with our customers since it is easy and fast. The automated workflows have saved time for my team; our limit was increased to one lakh per day within a few days, and this lead tracking helped us close more deals than usual, making it truly helpful and positive for our organization.

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Alex Croch

Sales executive at AT&T

FreshChat offers the ability for customers to search through our FAQs using a keyboard search, which is one of the best features. I would also like to mention the connection to Freshdesk, a unified channel, and issue tracking. Uptime is strong, and they maintain customer support even during challenging circumstances. FreshChat has positively impacted our organization by helping us save time and increasing our effectiveness from 55 to 66 when we were introduced to Freddy Copilot. We have saved time in terms of percentage from 55 to almost 65% since we deployed it in our organization, as we can run our workflows freely without any problems.

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FreshChat mindshare

As of April 2026, the mindshare of FreshChat in the Live Chat category stands at 2.8%, up from 0.7% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Live Chat Mindshare Distribution
Product	Mindshare (%)
FreshChat	2.8%
LiveChat	13.1%
NICE CXone	8.2%
Other	75.9%

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Key learnings from peers

Last updated Apr 9, 2026

Valuable Features

"After implementing FreshChat, agent first response time was reduced by 35%."
"FreshChat has positively impacted my organization by creating a workflow and automating our communication with our customers since it is easy and fast."
"FreshChat has positively impacted our organization by helping us save time and increasing our effectiveness from 55 to 66 when we were introduced to Freddy Copilot."

Room for Improvement

"FreshChat can be improved with enhanced bot workflows featuring a visual drag-and-drop filter."
"FreshChat could be improved in several areas."
"I think FreshChat can be improved because the supporting documentation is not the best, but it did allow me to connect with one of their agents for assistance."

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our Live Chat Buyer's Guide for additional reliable information.

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FreshChat customers

Feefo, Pearson, HONDA, CISCO, BOSS, AZIMO, goodreads, hp, TeamViewer, fabHOTELS

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FreshChat Reviews Summary
Author info	Rating	Review Summary
Sales Manager at Uniliver	4.5	I find FreshChat effective for customer support, integrating with Freshdesk. Its features, including WhatsApp and AI, save me significant time (55-70%) and improve ROI/CSAT. Stable and scalable, despite minor reporting needs, I rate it 9/10.
Sales Assistant at Unilever Inc.	4.5	I use FreshChat to direct customers efficiently, saving agent time. Its FAQ search, automation, and lead tracking are very valuable, boosting our communication and deal closing. I rate it 9/10, though analytics could improve.
Sales executive at AT&T	4.0	I use FreshChat primarily for customer issue resolution, integrating it with Freshdesk and WhatsApp, which saves time and boosts effectiveness. While its FAQ search is valuable, reporting on agent-specific chats and label consistency between FreshChat and Freshdesk need improvement.
Financial Analyst at a tech vendor with 10,001+ employees	4.5	I find FreshChat excellent for 24/7 customer support. Its easy integration, real-time responses, and AI features significantly reduced our agent response time and enabled 24/7 operations without increasing headcount.
General Dentist at Smile Profile Dental Clinic	4.0	FreshChat automates patient inquiries and appointments, saving me time and money. Its affordability and good ROI outweigh occasional bugs and limited customization. I find it a reliable tool, improving patient experience despite minor issues.