FreshChat pros and cons

Name: FreshChat
Brand: Freshworks
Rating: 4.2 (10 reviews)

Vendor: Freshworks

4.2 out of 5

10 reviews
100% willing to recommend

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FreshChat Pros review quotes

Balogun Peter

Digital Magazine Manager at OMC System

Oct 8, 2026

FreshChat's AI capabilities are really reliable, and I am not worried about its security because I know it is well established.

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reviewer2879631

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

Aug 9, 2026

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%.

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Moses Karanja

Software Engineer at CMC Consultium Limited

Jul 31, 2026

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.

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Sumesh Gansar

Product Marketing Manager at Samsung

Jun 27, 2026

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.

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Nirav Hathi

Assistant Consultant at a tech vendor with 10,001+ employees

Oct 7, 2026

FreshChat has had a positive impact on my organization, making customer communication more organized.

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Vikas Kejriwal

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

Jun 7, 2026

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.

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PradeepYaduvanshy

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

Jun 2, 2026

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

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reviewer2881437

Global Director, Customer Experience, Scaled Commercial at a tech vendor with 501-1,000 employees

Jul 29, 2026

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.

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FreshChat Cons review quotes

Balogun Peter

Digital Magazine Manager at OMC System

Oct 8, 2026

FreshChat can be improved with the automation because things can always get better.

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reviewer2879631

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

Aug 9, 2026

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.

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Moses Karanja

Software Engineer at CMC Consultium Limited

Jul 31, 2026

FreshChat can be improved in its availability on the internet.

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Sumesh Gansar

Product Marketing Manager at Samsung

Jun 27, 2026

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

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Nirav Hathi

Assistant Consultant at a tech vendor with 10,001+ employees

Oct 7, 2026

I would advise improving the response time of customer support, providing more productivity for technical issues, and offering clearer documentation and troubleshooting resources.

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Vikas Kejriwal

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

Jun 7, 2026

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

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PradeepYaduvanshy

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

Jun 2, 2026

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

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reviewer2881437