FreshChat vs LiveChat comparison

Why PeerSpot?

Freshworks and Text are both solutions in the Live Chat category. Freshworks is ranked #3 with an average rating of 8.3, while Text is ranked #2 with an average rating of 7.0. Freshworks holds a 3.6% mindshare in LC, compared to Text’s 14.2% mindshare. Additionally, 100% of Freshworks users are willing to recommend the solution, compared to 90% of Text users who would recommend it.

FreshChat

Read 8 FreshChat reviews

867 Views
832 Comparison Views

100% willing to recommend

LiveChat

Read 8 LiveChat reviews

3,444 Views
1,205 Comparison Views

90% willing to recommend

FreshChat

LiveChat

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between FreshChat and LiveChat based on real PeerSpot user reviews.

Find out in this report how the two Live Chat solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed FreshChat vs. LiveChat Report (Updated: September 2026).

Buyer's Guide

FreshChat vs. LiveChat

September 2026

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Helped 915,341 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

FreshChat

Ranking in Live Chat

3rd

Average Rating

8.2

Number of Reviews

Ranking in other categories

No ranking in other categories

LiveChat

Ranking in Live Chat

2nd

Average Rating

9.2

Reviews Sentiment

5.8

Number of Reviews

Ranking in other categories

Help Desk Software (22nd), IT Service Management (ITSM) (21st)

Mindshare comparison

As of October 2026, in the Live Chat category, the mindshare of FreshChat is 3.6%, up from 2.1% compared to the previous year. The mindshare of LiveChat is 14.2%, down from 20.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Live Chat Mindshare Distribution
Product	Mindshare (%)
LiveChat	14.2%
FreshChat	3.6%
Other	82.2%

Live Chat

Featured Reviews

Femi Adeyemi

Senior Team Lead Systems Administrator at a comms service provider with 51-200 employees

Chatbot automation has reduced support calls and now improves staff and customer communication

I think FreshChat can be improved by making it more AI-oriented, where it has more robust knowledge of its own rather than just responding to the local FAQ that is imported, in our case.Regarding FreshChat's AI capabilities, I think if it is more local, if it is more direct to implementation, that will be helpful. Regarding FreshChat's AI capabilities, in terms of accuracy and reliability of output, I used our local FAQ, and then I'm able to govern the responses based on what we set it on, so for me, it worked perfectly as we intended it to work. FreshChat is deployed in my organization on-premises.

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Vikas Kejriwal

Engineering Manager at a comms service provider with 11-50 employees

Clean chat interface has supported basic AI handoffs but now needs omnichannel and a free plan

LiveChat did not support omnichannel messaging or multi-channel inbox, and it was not offering any free plan. These limitations made me switch to another solution. I believe LiveChat should support at least a basic free plan so that potential customers can try out their features before paying for the full suite.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"FreshChat's best features include its AI chatbot, which is excellent, and it provides quite good scaling capability and modularity that we can customize for our particular use case."

"FreshChat is an affordable platform that elevates the quality of customer support we provide, simplifies client engagement, and results in long-term benefits such as an increased customer base and growth in profitability."

"FreshChat will definitely reduce my implementation part, and I have a ready-to-use chat feature where I can have live chat and the chatbot to give quick support for my application."

"Live chat and messaging are the best features FreshChat offers based on my exploration so far."

"The scalability of FreshChat is excellent, making it an enterprise-grade platform that grows seamlessly with rising interaction volumes and expanding support teams, as it is built natively on cloud-first infrastructure to handle traffic spikes from promo launches, flash sales, and service outages without experiencing UI lag, connection drops, or crashes."

"FreshChat has positively impacted my organization by decreasing the amount of emails that the CSM has to get involved in because the AI is able to either answer or triage more effectively."

"Implementing FreshChat on the app and also on the website has reduced our call log by more than 30% and also the turnaround for the team by more than 70%."

"With the introduction of FreshChat, we have seen a reduction in overall time for our work, and our entire workflow has become much more efficient because it is a centralized platform that enables us to serve customers across different channels via FreshChat itself."

"We can attribute most of our high ticket sales to this software."

"The best feature of LiveChat in my evaluation is the AI chatbot module that I prefer most."

"Since we started to use LC we managed to increase our customer satisfaction level, increase sales and most important thing to speed up our interaction with our customers because it's all in real time."

"It truly does what I need it to do and anything else I would say, I would be making it up."

"Customer Service: Top notch! The support team is available all the time and have been able to solve all our questions instantly."

"I majorly love the ticket and knowledge base features, which allow us to save automated answers to the most popular customer queries."

"In my experience, the best features LiveChat offers include a clean interface, robust analytics, and the ability to provide human-to-human website chat."

"Through the capabilities of LiveChat we are able to fully customise each live chat implementation to suit the goals of our clients."

Cons

"However, some integration documentation is a bit confusing, which is why I have rated it an eight rather than ten."

"FreshChat can be improved with better customer success workflows, as those are limited right now."

"FreshChat's mobile application is not very good and needs some work."

"FreshChat can be improved in its availability on the internet."

"My experience with pricing, setup cost, and licensing for FreshChat is that we have Freshdesk which encompasses FreshChat, so the pricing is a little bit high."

"FreshChat could have a more robust documentation system that would help our developers better integrate the platform."

"The service needs to be more popular than it currently is."

"I'd like to be able to create teams and filter the reports by team, in addition to the ability to currently filter by group, date, agent, tag etc."

"The biggest friction point I have experienced with LiveChat so far is the lack of a free plan."

"There have been times where Live Chat's servers have had DDOS attacks and have made communication difficult."

"LiveChat did not support omnichannel messaging or multi-channel inbox, and it was not offering any free plan."

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Top Industries

By visitors reading reviews

Comms Service Provider

51%

Manufacturing Company

11%

Construction Company

Wholesaler/Distributor

Comms Service Provider

16%

Construction Company

16%

Manufacturing Company

12%

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	12
Midsize Enterprise	2
Large Enterprise	13

By reviewers
Company Size	Count
Small Business	8
Midsize Enterprise	2

Questions from the Community

What is your experience regarding pricing and costs for FreshChat?

My experience with pricing, setup cost, and licensing for FreshChat is that we have Freshdesk which encompasses FreshChat, so the pricing is a little bit high. I think it's one of those things I wi...

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What needs improvement with FreshChat?

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What is your primary use case for FreshChat?

My main use case for FreshChat is for communications with our staff and also with our customers. A quick specific example of how I use FreshChat for communicating with staff or customers is that we...

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What needs improvement with LiveChat?

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What is your primary use case for LiveChat?

I started using LiveChat six months ago when we explored it. My main use case for LiveChat was to implement it as an AI chatbot module in our application for customer support. I implemented a custo...

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What advice do you have for others considering LiveChat?

We conducted a demo with LiveChat during our evaluation period. When I opened LiveChat during my evaluation, I checked what LiveChat could do and attempted to integrate the SDK into our application...

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Comparisons

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Compared 54% of the time

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Compared 46% of the time

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ManageEngine ServiceDesk Plus vs LiveChat

Compared 10% of the time

TOPdesk vs LiveChat

Compared 9% of the time

NICE CXone vs LiveChat

Compared 6% of the time

ProProfs Live Chat vs LiveChat

Compared 5% of the time

3CX Live Chat vs LiveChat

Compared 5% of the time

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Product Reports

Buyer's Guide

FreshChat

October 2026

Download FreshChat product report

Buyer's Guide

LiveChat

September 2026

Download LiveChat product report

Also Known As

No data available

chat.io

Overview

FreshChat enhances communication efficiency through automation, offering fast responses and easy integration across platforms while its AI-driven support minimizes the need for human intervention. Multifunction capabilities streamline customer interactions, boosting trust and satisfaction.

FreshChat provides a comprehensive messaging platform designed to optimize communication flow within organizations. By integrating seamlessly with tools like WhatsApp and Freshdesk, FreshChat enables multifunctional customer interaction, reduces response times, and leverages AI to handle routine inquiries. Despite some challenges, such as bot bugs and limited customization features, FreshChat remains a valuable tool for organizations aiming for increased productivity and enhanced customer experience. It offers robust analytics and management tools, although improvements in reporting functionality and documentation could further elevate its efficacy.

What are the key features of FreshChat?

Automation: Improves communication efficiency with fast, AI-driven responses.
Integration: Seamless integration with platforms like WhatsApp and Freshdesk.
AI Bot: Handles routine inquiries, reducing human intervention.
Multifunction Capabilities: Increases flexibility in customer interaction.
Robust Analytics: Facilitates performance tracking and workload management.

What benefits can users expect?

Increased Productivity: Streamlines responses and customer interaction through automation.
Enhanced Customer Experience: Provides seamless communication across multiple channels.
Trust and Satisfaction: Builds customer trust with efficient issue resolution.
Performance Tracking: Robust analytics for improved decision-making and strategy development.

In industries such as healthcare, FreshChat is frequently employed to respond to patient inquiries, book appointments, and discuss pricing questions, integrating with services like cloud telephony to boost productivity. Organizations use FreshChat's multifunctional capabilities to manage customer interactions through platforms like WhatsApp and live chat, enabling streamlined and efficient communication.

Freshworks

LiveChat is an advanced communication platform designed to enhance customer experiences by providing real-time chat support. Its easy integration and user-friendly interface make it ideal for businesses aiming to improve their customer service efficiency.

LiveChat offers a comprehensive approach to customer interaction, integrating with multiple platforms to streamline responses and increase resolution rates. Its robust nature allows businesses to monitor, engage, and provide support across diverse communication channels, making it a reliable choice for those aiming to maintain customer satisfaction while increasing operational productivity. The platform supports agent collaboration and offers analytical tools to optimize interactions and improve customer support strategies.

What are LiveChat's most important features?

Real-Time Chat: Enables instant communication to resolve customer inquiries efficiently.
Multi-Channel Integration: Supports integration with numerous platforms to provide a seamless support experience.
Customizable Chat Widgets: Allows businesses to tailor chat interfaces according to their brand identity.
Analytics and Reporting: Offers insights into chat performance, helping improve customer service strategies.
Agent Collaboration Tools: Facilitates teamwork among support staff for faster issue resolution.

Which benefits or ROI should users look for?

Enhanced Customer Satisfaction: Quick resolution of queries leads to happier customers.
Increased Efficiency: Streamlined operations reduce response times and boost productivity.
Brand Consistency: Customization features ensure alignment with brand messaging.
Data-Driven Decisions: Leverage analytics to inform strategic business decisions.
Scalability: Easily expands to accommodate growing customer demands.

LiveChat is implemented across industries such as retail, technology, and healthcare to provide exceptional customer service. In retail, it helps manage customer inquiries related to orders and returns, while technology firms use it for real-time issue troubleshooting. In healthcare, LiveChat facilitates appointment scheduling and patient support, ensuring privacy and quick response times without compromising efficiency.

Text

Sample Customers

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

Our product is used by over 29,000 companies in 140 countries worldwide. List of our customers includes brands such as: ASUS, Samsung, ING, Roku, LG Electronics, Better Business Bureau, Kaspersky Lab, Daimler, Air Asia, Tele2, Adobe, Orange, Zalora, HarveyNorman, Bombardier and many more.

Buyer's Guide

FreshChat vs. LiveChat

September 2026

Free Report: FreshChat vs. LiveChat

Find out what your peers are saying about FreshChat vs. LiveChat and other solutions. Updated: September 2026.

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915,341 professionals have used our research since 2012.

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We monitor all Live Chat reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.