FreshChat Reviews

FreshChat is our preferred platform for engaging with clients and communicating with stakeholders and partners. It serves as our conversational intelligence platform for receiving queries, communicating, and engaging with all our clients, partners, and stakeholders in a comprehensive and encouraging manner.

A recent example of how we use FreshChat with our clients or partners is across our departments. In the department involved with project execution and management, we use FreshChat to communicate with clients and partners. Project implementation requires intricate planning and brings all participants, including employees, clients, and partners, together. FreshChat helps us unite them and provides various channels to communicate with, streamlining and reducing implementation complexity.

Additionally, we use FreshChat to reach out to new and potential clients. It offers a number of ways to conduct cold calling, which applies to our sales and marketing process.

FreshChat offers several features that prove valuable to our organization. First, it offers multi-channel communication, allowing us to communicate with clients through email, phone, or live chat. These alternatives ensure that clients or participants can reach us, even if they cannot access one platform.

FreshChat is an AI-powered platform with a chatbot known as Freddy AI, which automates the entire process and ensures that customer service and engagement runs around the clock. It offers automated responses to simple queries and other issues that do not require significant human intervention. FreshChat is a scalable platform with premium versions and free plans, allowing us to switch from free to paid as we grow and engage with more customers, making the entire process intuitive and engaging.

A specific example of how Freddy AI helped us is in streamlining responses. We use it as a ticketing system, helping us ticket queries and forming the first point of contact with customers who are taken through a series of steps to describe their problems. Due to its automation abilities, the AI can classify queries from urgent to non-urgent, answering the simple ones while assigning complex ones to our human workforce for customer service, keeping the entire process in order.

FreshChat can be improved in several areas, specifically regarding the learning curve. Some users who are not well-versed in technology may find it complex to use and feel intimidated by the automation. Training and orientation could help alleviate the fear of adopting new technology.

Another area for improvement is that over-reliance on the chatbot sometimes makes clients feel out of touch with the company. We have observed that some customers request not to engage with the chatbot. If there could be a way to integrate the chatbot and human intervention, it would help clients feel more connected, as some require a human touch and feel that the chatbot's responses lack depth.

I have been using FreshChat for three years.

FreshChat has brought considerable impact to our organization. It helps keep our customer base happy because when clients and partners feel neglected, it could lead to loss. FreshChat enables us to connect and solve their queries promptly, making them happy, and a happy customer base means more business. It has also saved us time and money by executing workloads equivalent to what four people can handle, thus conserving our resources.

Regarding specific numbers for time and cost saved, I can highlight a scenario where in a normal customer engagement situation, an issue may take a week or more due to back-and-forth engagements with our human workforce. With FreshChat, a simple query can take merely a day to solve, saving us considerable time.

Furthermore, FreshChat offers affordability through free plans, which help small startups and businesses take advantage of the platform to streamline their customer service process and journey, enabling them to grow their numbers and metrics and become profitable.

Regarding accuracy and reliability, FreshChat is straightforward from deployment to actual usage and continuous renewal. We have not encountered any reliability issues, as it is accurate and delivers what is required, primarily powered by its AI capabilities and integrated chatbot.

FreshChat is a reliable platform that is secure and affordable, streamlining the entire customer service delivery process. It enhances the productivity and innovation of customer service agents by providing guidelines and a blueprint for engagement, ensuring timely responses to clients.

FreshChat is an easy-to-use platform that integrates well with other third-party platforms, offering a comprehensive user experience. If you acquire it, you will not regret involving it in your communications with clients and partners. I would rate this product an 8 out of 10.

FreshChat is deployed on-premises in our organization.

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 have been using FreshChat for the last five and a half years.

FreshChat is stable.

Scalability with FreshChat is straightforward, depending on the users we have, making it easily scalable.

FreshChat's customer support is responsive, valuing their clients through quick response times, so overall, their customer support is commendable and willing to help all clients.

We did not have a previous solution; FreshChat is our first solution for engaging with clients.

Our experience with pricing, setup cost, and licensing was smooth, with no challenges encountered. Our inquiries concerning pricing were answered by the vendor, resulting in a positive experience.

We have indeed seen a return on investment because, in terms of the number of employees needed, FreshChat handles much of the client interaction, allowing us to require fewer employees who can be assigned new tasks. Consequently, we save money as work is automated, confirming a return on our investment.

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

We did not evaluate other options; FreshChat was the solution we settled on during our initial deployment phase.

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.

On-premises

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.

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.

FreshChat is very stable.

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 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.

Private Cloud

Amazon Web Services (AWS)

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.

Public Cloud

Amazon Web Services (AWS)

My main use case for FreshChat is customer chat and messaging.

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.

In my opinion, the best features FreshChat offers include conversation tags, escalations, priority, assigning, routing by customer segment, and the fact that customers can reach us via multiple forums but managed in one inbox.

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.

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

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 have been using FreshChat for one year.

FreshChat seems stable.

FreshChat's scalability is good; it scales pretty well, can handle large support volume and multiple departments, and has role-based permissions.

I previously used Intercom because it is typically best in class, and we had used it previously.

My experience with pricing, setup cost, and licensing is that it's cheaper than Intercom.

Before choosing FreshChat, I evaluated Intercom.

My advice for others looking into using FreshChat is that it's good but needs to be layered with another customer-type software, such as Vitally or a full CRM. I give it a rating of eight because it needs to be paired with a customer success tool such as Vitally, and it's not as advanced as Intercom.

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.

On-premises

Other