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.
| Product | Mindshare (%) |
|---|---|
| FreshChat | 3.5% |
| LiveChat | 14.7% |
| ChatX Live Assist 365 | 9.2% |
| Other | 72.6% |
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?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.
| Author info | Rating | Review Summary |
|---|---|---|
| Senior Team Lead Systems Administrator at a comms service provider with 51-200 employees | 4.5 | I use FreshChat for staff and customer communication, valuing its easy setup and FAQ chatbot which reduced calls by 30%. It's stable and scalable, though I wish its AI were more robust and its high pricing was lower. |
| Software Engineer at CMC Consultium Limited | 3.5 | FreshChat is crucial for our client engagement, support, and onboarding. Its AI, simple UI, and omnichannel communication boost satisfaction and ROI. It's stable, scalable, and secure, but requires reliable internet and could improve employee learning curves. |
| Product Marketing Manager at Samsung | 4.5 | We use FreshChat for centralized multi-channel customer communication, benefiting from features like screen sharing and AI chatbots. It significantly boosted our efficiency and adoption, despite minor mobile app issues, making it highly recommendable for customer engagement. |
| Engineering Manager at a comms service provider with 11-50 employees | 3.5 | I use FreshChat for its excellent, customizable AI chatbot to gather customer data and direct them to agents. It helps us provide quick resolutions, though integration and documentation could improve. Overall, I recommend it for custom chatbot needs. |
| Lead Dev Ops Engineer at a outsourcing company with 51-200 employees | 5.0 | FreshChat is my team's primary support tool, offering excellent stability, scalability, and good customer service. Valuable features like canned replies and customer insights boost efficiency and delivered a positive ROI quickly. |
| Engineering Manager at a comms service provider with 11-50 employees | 4.0 | I'm evaluating FreshChat for user chat in my StoryG app to save development time. Its live chat features are good for user-to-user communication, though I found some integration documentation confusing. I'm still exploring, but it seems promising. |
| Global Director, Customer Experience, Scaled Commercial at a tech vendor with 501-1,000 employees | 4.0 | I use FreshChat for customer chat, valuing its AI routing and CSM email reduction. While stable and cheaper than Intercom, it lacks advanced customer success features and AI, so I pair it with other tools. |
| Technical Lead at a tech services company with 501-1,000 employees | 4.0 | I am using FreshChat for my QSR project's AI chatbot and live chat features. Its quick integration and ease of use significantly reduce implementation time. I'm satisfied and recommend FreshChat for reliable, ready-to-use chat support. |
Communication is basically what we use FreshChat for.
When I say the ease of setting up the environment for FreshChat, I can tell you that we converted our FAQ into a chatbot, and then it makes our customers able to access resources that matter to them instead of having to call us and send lengthy emails. So when they log in, the chatbot responds based on our FAQ, and they get serviced on the spot.
FreshChat has positively impacted my organization because we have a lot of customers that require answers and information. Setting up FreshChat on our mobile app and our website made it easier for our customers to use; they are able to access the information they need right at their fingertips.
I can share specific outcomes or metrics. Before, we had logs of calls and emails to attend to, but from the time we started using FreshChat, the calls reduced. People calling to find out information reduced, and then that lessened the burden on the entire team. 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%.
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.
I have seen a return on investment in terms of time saved. We have a lot of customers that require information, and they want information impromptu, but with FreshChat, we just tell them to chat the robot, and then the chatbot responds to them with the information they need. Time is essential to us, and that is what we get while using FreshChat.
FreshChat serves as our primary platform for contacting and engaging with our clients, making it crucial for customer engagement. We use it to speak with our clients, receive their concerns, and offer feedback in areas where they may need assistance through various channels and platforms supported by FreshChat.
A specific example of how we used FreshChat to engage with clients is when, as a software engineer, we offer services that require clarification. When developing a platform or software for a client, questions are bound to arise and those questions are channeled to our organization. We engage with the client, offer our support, and provide the necessary responses using FreshChat to receive queries and engage with the client in a timely manner.
Another way we use FreshChat is during the onboarding of customers, where we gather their profiles and onboard them into our system. This allows new customers to use the live chat mode, so we utilize FreshChat to capture their unique details and preferences for better engagement when they have responses or queries.
FreshChat offers a number of features, one of which is that it is an AI-powered platform equipped with a chatbot known as Freddy AI. This chatbot facilitates automation, ensuring that customer engagement is available 24/7. Additionally, it has a simple user interface, making it easy for employees to learn and use the platform effectively. FreshChat's integration feature is also commendable, allowing excellent integration with existing platforms, such as CRM and other sales systems that handle customer data, resulting in a simple and straightforward customer engagement process.
FreshChat provides the ability to engage and converse with clients through various channels. We are not restricted to phone or email; we can open multiple channels and thus receive queries from clients in a broad manner, helping us grow our portfolio and build a diverse customer base.
FreshChat has positively impacted our organization by simplifying how we offer customer support services. We now have multiple ways of communication, opening traffic for queries through various channels. FreshChat's engagement rate and response rate have accelerated; previously, we relied on email, which delayed responses if inquiries went unnoticed. Our clients are happier, and we are satisfied with providing reliable service.
FreshChat can be improved in its availability on the internet. As a cloud-powered platform with automation and AI capabilities, it requires reliable internet 24/7 to support proper usage. Smaller organizations, especially those building their customer base, may find it less suitable, as FreshChat may seem like a waste of time without sufficient clientele actively engaging.
FreshChat could improve the time taken for employees to adjust and learn the platform, as not all employees pick up the pace at the same speed, which can delay usage. Forming a user community would facilitate quicker adjustments, enhancing the overall experience with FreshChat.
I find Freddy AI chatbot to stand out the most among FreshChat's features because it helps during times when our customer service agents are overwhelmed by the volume of messages and queries. With FreshChat, we are able to achieve omnichannel engagement as messages flow from social media platforms, live chat, and emails. When our human agents are busy, the AI chatbot takes over, sifting through and answering simple queries to enhance our customer engagement.
Concerning FreshChat's AI capabilities, I have not encountered any security problems; everything we provide to FreshChat remains secure, and it has never been breached. It is a governable and secure platform to use. I find FreshChat's AI capabilities to be reliable and accurate, especially with its chatbots enhancing the quality of interactions, making it dependable for use.
We have noticed specific outcomes and can discuss customer satisfaction scores as we execute surveys to gauge client responses regarding our services. From these surveys, most of our clients express satisfaction because they can reach us easily, leading to improved scores, which we are happy to see. I would rate this product a seven out of ten.
FreshChat serves as our communication software for engaging with end-users and customers as a conversation engagement solution across multiple channels including web chat, email, phone, and social platforms such as WhatsApp. Everything is managed centrally through FreshChat, functioning as a centralized repository.
Our customers contact us via different channels including emails, phones, web chat, and social channels such as WhatsApp. All customer interactions are managed centrally through FreshChat, enabling our team to engage with customers while saving significant time. FreshChat provides a comprehensive view of each customer's conversation history and relevant information, making it easier for our agents to communicate with them and enabling them to provide a personalized experience.
The screen sharing feature and the native AI-powered chatbots that can be built with no-code using FreshChat are two great features.
With the ability to screen share, we can take control of the customer's screen when we are assisting them. If they are on their mobile device or system and experiencing trouble with our product, we can quickly ask them to share their screen so that we can take control and address the problem. This way, customers do not have to do anything themselves and feel more comfortable knowing that their problem is solved, and we gain a lot of trust from the customers. Using this specific feature alone, we have been able to increase our adoption by 30%.
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 have seen an increase of approximately 20% in our overall efficiency after the introduction of FreshChat.
The 20% efficiency increase is a combination of response time and the number of cases handled. Earlier, before FreshChat, we were not able to handle many cases simultaneously because everything was on different platforms. Previously, if we were able to handle only three to four conversations per day, now we are able to double that and handle eight to ten conversations per day. We are also able to give customers a quicker response time.
FreshChat's mobile application is not very good and needs some work. Apart from that, there are no issues with FreshChat, as everything else is great, including the customer support and the UI.
Notifications are not being received, and everything is cluttered in the mobile application. These areas can be improved.
FreshChat has been used for 15 months.
Everything is great with FreshChat, and I hope it continues.
For those handling a lot of customers who want to satisfy them equally, I would definitely recommend investing in a solution such as FreshChat because it gives a holistic view of customer data and enables the delivery of a personalized experience, which is what all customers require in today's business environment. This review receives a rating of 9.
We are using FreshChat for its live chat feature and AI chatbot functionality. When a customer contacts us, they can interact with FreshChat's live chatbot first. Through this interaction, we gather their primary requirements, identify what problem they are facing, and then direct them to an agent who can conduct live chat with the customer and provide a resolution.
FreshChat serves our B2C product where certain specific types of users come to our app. We can customize FreshChat's AI chatbot to ask relevant questions to customers so that we can gather more accurate data for our agents.
FreshChat's best features include its AI chatbot, which is excellent. It provides quite good scaling capability and modularity that we can customize for our particular use case.
FreshChat has helped us better understand our customer base and provide quick resolution to them. Currently in our beta stage, FreshChat provides pretty accurate and reliable output. The chatbot is almost always accurate in gathering customer information and identifying their main pain points.
FreshChat could have a more robust documentation system that would help developers better integrate the platform. Implementation is quite challenging, and some cross-functional capabilities could be improved.
Currently this feature is in beta stage in our organization, but we are assuming that it will significantly help reduce customer chat response time and our reliance on human agents will be reduced drastically.
FreshChat's governance and security appear to be standard. The security aspect should be standard, similar to other companies that provide these features. I have not given much thought to the governance and security aspects.
FreshChat is a good product that organizations should try out if their use case involves building a custom AI chatbot for their application. FreshChat provides all the tools and features required for this purpose. I would rate this product a seven out of ten.
Freshchat serves as the central live messaging platform for our customer support department. We use it to communicate directly with users, handle inbound inquiries, and resolve questions in real time across our website and mobile applications.
On a daily basis, our support agents rely on Freshchat as their main workspace. The daily workflow includes automated queue routing via IntelliAssign, rapid responses using canned shortcuts, internal team notes for escalations, and viewing real-time customer metadata right alongside the chat thread.
Freshchat has significantly reduced our response times and improved CSAT. Because agents can handle 3 to 4 conversations simultaneously using canned replies and instant user context, we boosted our overall support capacity by roughly 50% without needing to add extra headcount
Canned replies and contextual customer insights are the two most valuable features for us. Having user account data right in the side panel eliminates repetitive questions, while shortcuts help agents clear queues significantly faster.
While the core web app is rock-solid, the mobile app (iOS/Android) could use some attention. Support agents occasionally experience slight notification sync delays when monitoring chats on mobile away from their desks.
About 1 year.
Stability: Very stable (10/10). No major outages or disruption to daily operations.
Scalability: Excellent. It functions as a true enterprise-grade platform that effortlessly scales as interaction volume grows.
10/10. Freshworks' support team is responsive and resolves ticket issues quickly.
Setup & Pricing: Great experience. Simple deployment via JS snippet/SDK, straightforward seat licensing, and zero hardware overhead.
ROI: We achieved a clear, positive return on investment within the very first month of full deployment due to immediate handle-time reductions.
We saw a clear positive return on investment within the first month itself of full implementation.
Pricing is straightforward with predictable per-agent seat licensing and seamless AWS Marketplace billing. Setup was quick and low-cost since we deployed via JS snippet/SDK without needing external consultants.
10/10.
My main advice is to approach Freshchat as an asynchronous messaging tool rather than old-school, rigid live chat. Don't treat conversations like phone calls where customers have to stay locked to a browser tab waiting for a reply—let them message and walk away if needed.
We are searching for chat-related features in my application named StoryZ, and we are evaluating FreshChat along with some other SDKs. The main use case for FreshChat is user chat and messaging. We have a community feature in my application, so we want to provide chat functionality to users so they can chat with each other and share their designs. Our application is for animating photos, so users can share their creations with other users and communicate with each other. This is why we want to provide chat features.
Creating the chat feature from the initial level is too time-consuming and costly in terms of development. We want to explore running SDKs such as FreshChat. It can save about one week and resources as well. Live chat and messaging are the best features FreshChat offers based on my exploration so far.
For my application, FreshChat serves as an interface, but for me it is an interface for users to communicate with each other rather than a chatting functionality in the traditional sense.
I rate it eight because I used some part of the chatting features and the features they provided are quite good. However, some integration documentation is a bit confusing, which is why I have rated it an eight rather than ten.
Not yet.
In the past, around three or four years ago, we used Slack for chatting in other organisations. However, in the current organisation, we do not want to start with a fresh chat implementation, so we are looking for SDKs.
I am still in the process of evaluation. FreshChat is the first SDK we are exploring and we will explore more before we can decide.
I am exploring right now but have not checked certain aspects. I think we can add that in the future and will explore it then. We have not implemented it yet, as we are still in the exploration phase. So far, based on my exploration, it is good and I do not feel any improvement is needed at this moment.
A quick specific example of how I use FreshChat for customer chat and messaging is that the AI chatbot can answer common product questions from customers, surface our support guide articles, and route conversations.
Something unique to my organization regarding my main use case is being able to route and triage customers differently based on the segment that they're in or the tier of service.
Conversation tags and routing by customer segment for my team allow the AI to answer a majority of the questions for the scaled team, so the CSMs don't need to get involved in more technical questions or questions that should be handled by either the support team or by AI. For our larger customers, depending on the type of question, if it's more tactical or more strategic, it can get routed to the support team or to the CSM more efficiently.
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.
I have seen a specific reduction in the amount of emails that CSMs need to get involved in, which is helpful for time and cost savings.
While I don't necessarily have specific metrics, I see a significant decrease in the amount of emails that CSMs need to be looped into, which is very helpful for time savings and cost savings.
It could be better about flagging customer health or risk for upcoming renewals.
Regarding FreshChat's AI capabilities, it seems to be secure; it's solid, but maybe not as advanced as Intercom.
In terms of accuracy and reliability of output, FreshChat is mostly correct but needs to be trained on certain activities, especially those that are unique to organizations.
I have noticed that FreshChat could be improved as it doesn't support customer health scores, renewals, QBRs, product adoption, or other types of customer success functionality.
I am exploring FreshChat for one of my QSR projects because I want a chat feature, and I have finalized FreshChat to start. I am currently about to get approval on that.
For my QSR application, I want chat support with an AI-based, predefined AI chatbot feature and a live chat feature. For these two purposes, I have chosen FreshChat to quickly integrate it.
In my QSR application, users explore the menu, place an order, and if they want to track the order or there is any delay in receiving it, they can go into the support chat. Initially, users receive some predefined chatbot messages such as "your order is in progress" and "you will get your order in some time." If the user is not satisfied, they may switch to live chat.
The best features FreshChat offers are the live chat and the chatbot, which is what I am approaching it for.
I explored exactly what I wanted, which is the chat feature and support, so I explored two parts of FreshChat.
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.
I have been working in the current field for eleven years. If I were building an end-to-end live chat or chatbot, it would take around two to three months to implement. However, if I use FreshChat directly, it will hardly take one to two days to implement. It is easy to implement and easy to use.
I am satisfied with FreshChat as I have explored only two features and am not the right person to raise any improvements.
I have been working in the current field for eleven years.
I am using FreshChat for two purposes only: the AI chatbot and live chat. FreshChat has many features I could explore, but I have explored only chat and AI chatbot for now.
Regarding FreshChat's AI capabilities, I think its governance and security are definitely secure and it is easy to use. As far as I have explored, I would say it is good and more reliable, and I found a better result in Freshdesk.
If you want a quick, ready-to-use chat plus AI bot, you should use FreshChat. I would rate this review an eight out of ten.
