Freshchat Pricing, Features, Reviews & Alternatives

Freshchat

Live Chat software for modern messaging

3.94/5 (69 reviews)

Freshchat overview

What is Freshchat?

Freshchat is a modern messaging software that helps sales and customer engagement teams talk with potential prospects and customers on website, social and mobile. Freshchat helps sales and marketing teams to send triggered messages to website visitors.

Freshchat helps businesses and its teams focus on a continuous and context-driven messaging experience with features like triggered messages, contextual information, in-app campaigns, sales bot, and intelligent message routing. Freshchat can be used across the website, web app, mobile app, and even social messaging apps like Messenger, bringing all the conversations inside one inbox.
www.freshworks.com

Pricing

Starting from
$19/month
Pricing options
Free
Subscription
Free trial
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Canada, United Kingdom, Australia, China and 5 other markets, India, Japan, Germany, Brazil, Mexico

Supported languages

English
Freshchat screenshotFreshchat screenshot

Freshchat user reviews

Value for money
Features
Ease of use
Customer support
  4.0
  3.8
  4.1
  3.8
Farrah A.

FreshChat - really easy to implement

Used daily for 2+ years
Reviewed 2019-09-06
Review Source: Capterra

The support you get from the Freshchat team is efficient, they are helpful and fast and knowledgeable

Pros
Easy to use. The setup was so simple and the integration onto the website is quick. The training is self explanatory as the interface is user friendly

Cons
The only issue i have is cost. Most of the API integrations that are available needs to have a higher package plan which can get pricey

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Yann I.

A solid tool to provide top-notch customer support through live chat

Used occasionally for 6-12 months
Reviewed 2019-10-03
Review Source: Capterra

Freshchat has been a solid option to allow website visitors and users to ask questions and for me to interact with them, provide them with answers or point them toward a specific web page or resource.

Pros
The two things that really stood out for me are Freshchat's overall design and user interface and the ability to manage live chat conversations from either a computer or mobile device. The latter aspect is something one would expect from most live chat tools but I think that still isn't the case...

Cons
The one thing I didn't like much about Freshchat had to do with the smartphone app. I had two separate live chat widgets (each on a separate site) and in order to keep track of both, I had to log in and out from the app to access the interface related to the specific live chat. This aspect may not be an issue with some of the Freshchat plans but I found it not ideal since other tools I have used would make it possible to manage live chats embedded on different sites straight from just one dashboard.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 7/10

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Darien C.

Freshchat is a quality chat application with a confusing backend UI and an impossible login system

Used occasionally for 6-12 months
Reviewed 2021-03-02
Review Source: Capterra

Freshchat is a quality chat program that can be difficult to setup and lacks the design quality of other competing brands

Pros
Once I managed to create an account, Freshchat was easy enough to setup and offered a lot of customizable features as well as the ability to add up to 10 users - all for free - which made it a useful application for our non-profit. Their API was also very well documented, allowing for custom code to be run to allow for certain things like triggering the chat via URL redirect, all of which was beneficial for a season.

Cons
The initial setup of freshchat - namely creating an account - was nigh impossible, and extremely confusing. Freshchat offers deep integrations with Freshworks suite of products, but for someone not looking to use their other products, it became a nightmare to start. Creating an account meant creating an account with Freshdesk and a couple other products of theirs, then it only would let me login to the admin panel of my overall Freshworks account (which doesn't allow for access to Freshchat), and then when I finally found the correct login page for Freshchat, their gmail login system would consistently fail and lock me out. In initial setup, I probably spent numerous hours trying to create a freshchat account, and ended up with two or three different accounts - most of which I abandoned because they wouldn't allow me to remove the extra Freshworks products I did not want. As well, basic features such as chatbots & email responses to chats were all locked behind a paywall - with a trial that failed to explain their use - and a customer service team that barraged me with numerous phone calls & emails asking me to upgrade from their free tier, even after I said I wasn't interested. Lastly, and perhaps this is user error, but freshchat failed to generate any sort of leads on our website; apart from occasional use, no one used the chat features - which changed the second we switched providers

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 5/10

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Seth H.

Clean, Professional and Simple Set-up

Used weekly for 1-2 years
Reviewed 2020-01-22
Review Source: Capterra

I loved the overall chat features. The dashboard and app are very clean. The only reason I switched was due to price.

Pros
I love how easy the dashboard was and how easy it was to set up on my wordpress website. The chat was also very clean, very easy to use multiple members of my team. The app on my phone made it simple to chat with visitors on my website from my phone.

Cons
While I started off with a free version, the paid version was a little too expensive for what I wished to use. I found a cheaper alternative.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 7/10

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Rameez B.

Great for front end customer service

Used monthly for 1-2 years
Reviewed 2019-06-12
Review Source: Capterra

I love Freshcaht! It's made customer engagement so much more pleasant for our company as our target audience are not exactly tech-savvy people. This simple and easy to use chatbot is simply a blessing .

Pros
I love the chat bot. This is being seen more and more on various websites with huge traffic and Freshchat does it so well. The fact that the bot interacts with you until such a point where it decides that it can no longer assist and only then pushes you through to a human. This is amazing because it allows you to customise so many outcomes.

Cons
The bot is a bit laggy at times and irresponsive. This, however, is not a major issue as it resolves itself after about a minute. There are times when a comm will be sent via the bot but no response will come through for about a minute.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Freshchat pricing

Starting from
$19/month
Pricing options
Free
Subscription
Free trial
View Pricing Plans

30-day free trial, no credit card required.

Sprout - for startups: free for up to 10 users.

Blossom - for teams: $19/user/month (paid monthly) or $15/user/month (paid annually).

Freshchat features

API
Alerts / Escalation
Alerts/Notifications
Chat/Messaging
Customizable Branding
Knowledge Base Management
Live Chat
Mobile Access
Multi-Channel Communication
Self Service Portal
Support Ticket Management
Surveys & Feedback
Third Party Integrations

Activity Dashboard (151 other apps)
Call Center Management (136 other apps)
Email Management (149 other apps)
Queue Management (135 other apps)
Real-Time Chat (138 other apps)
Reporting & Statistics (171 other apps)
Reporting/Analytics (257 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Additional information for Freshchat

Key features of Freshchat

  • Real-time engagement
  • Activity hub
  • Notifications
  • Proactive chat
  • Catch up board
  • Multiple simultaneous chats
  • Chat transfer
  • Targeted messages
  • Message targeting rules
  • Customizable chat widget
  • Role management
  • Conversation histories
  • Website path tracker
  • Customizable default messages
  • Visitor categorization
  • Persistent chat
  • Geotargeting
  • API
  • Auto Routing
  • In-App Campaigns
  • Assignment Rules
  • CRM Auto-Upload
  • Bot
  • Event Triggered Messaging
  • Message Channels
  • Contextual Information
  • Welcome Messages
  • Integrated FAQs
  • FAQ search
  • Multilingual
  • Email
  • Bulk Actions (
  • Integrations
  • Integrations
  • Email
  • FAQ search
  • Welcome Messages
  • Bulk Actions (
  • Multilingual
  • Integrated FAQs
View All Features

Benefits

Engage with website visitors with the right message at the right time, with triggered
messages
Onboard news users, retain existing ones, and re-engage with expired ones with in-app
campaign messages
Generate leads intelligently via the lead bot at all times, auto-upload leads on to your
CRM and help team members focus on high impact conversations
Break the desktop shackles, talk to visitors from anywhere using the agent mobile app
Increase team productivity with assignment rules and IntelliAssign to help them reach
their goals faster
Empower visitors to find solutions with an integrated self-service experience