Freshchat Features List

Freshchat Reviews

Freshchat

Live Chat software for modern messaging

3.65/5 (20 reviews)
786

Freshchat Feature Summary

  • 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

Customer Service & Support Feature Comparison

Most popular features of all Customer Service & Support apps

API (128 other apps)
Activity Dashboard (50 other apps)
Automatic Notifications (58 other apps)
CRM Integration (47 other apps)
Chat (125 other apps)
Contact History (48 other apps)
Customizable Branding (52 other apps)
Customizable Templates (43 other apps)
Email Integration (54 other apps)
Instant Messaging (63 other apps)
Knowledge Base (77 other apps)
Monitoring (52 other apps)
Multi-Channel Communication (52 other apps)
Prioritizing (51 other apps)
Reporting & Statistics (67 other apps)
Social Media Integration (52 other apps)
Surveys & Feedback (56 other apps)
Third Party Integration (56 other apps)
Ticket Management (48 other apps)
Trouble Ticketing (43 other apps)

Competitor Feature Comparison

Freshchat Feature Reviews

17 reviewers had the following to say about Freshchat's features:

Kevin Partner

Easy to use chat

2017-02-07

My only gripe is that there's no way to set office hours so the icon could switch automatically to the "leave a message" version when we close for the day.

Pros

Easy to use Low cost Nice design

Cons

Can't set out of hours No mobile app

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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Shikhil Sharma

A refreshing new product in chat industry but limited features!

2017-09-12

- Great interface for end customers - Limited features, but done right - Free trial available with full features to test - Great customer support - The backend dashboard UI is good

Pros

The chat widget UI is clean and attractive.

Cons

Even the full feature version has less features as compared to other providers.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
A verified reviewer

Great SDK to interact with our customers easily

2018-04-26

Pros

- Greatly helps in talking to our customer via the application - They provides iOS, Android and Web SDK to integrate in all platforms - Channels are great, so we can send like a notification to users - Tagging each users with custom fields is great

Cons

- While doing the integration with iOS, the documentation for exporting the push notification certificate is mentioned wrong on the official documentation.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
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Pratik Patil

Just a bit expensive for Entrepreneurs

2018-04-04

Sales improvements

Pros

I like its beautiful UI and Its features, The ease of use is also very nice and the helpdesk integration is just too good!

Cons

The pricing is a bit expensive for Entreprenuers, The folks at Jivochat provide their chat at less price, The trial also requires credit card verification and confirmation which I don't like at all.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Other

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
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Bipin VK

Freshchat has many issues

2018-04-04

Pros

It's easy to configure the automated messages which works fine.

Cons

- Take almost 10 secs to the chat box to appear after initializing a chat

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

0/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer

Modern customer support tool

2017-12-07

cost effective and being online for our customers 24/7

Pros

The customer can even leave our website due to this e-mail notification. As we work with volunteers we can never guarantee to be online all day but now with Freshchat we won't miss a chat anymore!

Cons

We would like a feature to export a conversation into a Freshdesk ticket for future follow up or to convert them into a KB item

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Muneeba Feroze

Bring customer servie level to the next level

2018-03-01

Pros

I like that you don't have a limit when it comes to having contacts, and there's this section that is called "reports", where you can monitor your team's productivity and you can see what you can do to improve your business.

Cons

It was a bit difficult to set up, but the customer service is really nice and it helped me with everything I needed to know!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
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Karthik Nagarajan

Awesome Product!

2017-02-08

Its easy to use and integration was super simple!

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Tristan Bailey

easy to set up and integrate with our Freshdesk

2018-02-26

Pros

The email sending with the threaded conversation and forwarding a ticket to freshdesk is a plus

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from Freshworks


Thank you for your review Tristan. If there is anyway we can improve your experience with Freshchat I will be more than happy to help you.

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Jacob Partee

Terrible Product

2018-03-12

Lost a few customers

Pros

Allows unlimited contacts to be stored on the system & a priority inbox for customers with urgent inquiries

Cons

That a chat must be assigned to an agent and the conversation is viewable next time the user contacts you.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

2/10
Source: Capterra
Helpful?   Yes   No
Read more
Yan Fedorov

We use it on our website.

2018-03-30

We can engage more website visitors.

Pros

We also use Freshsales and both solutions integrate well.

Cons

No disadvantages, we are happy. Support is quick and I think they would be more quicker if we were in the same timezone.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
( company, 11-50 employees)

Absolutely awesome tool for customer interactions via live chat!!

2018-04-30

Pros

The UI is refreshing and usage is quite easy.

Cons

Didn't find much of any cons to start with. To start with, one can say that the customization in the custom campaigns is not very flexible and could include more options.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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Ines Robertson

great and simple tool

2017-02-01

Some typical help messages on the sections could help a lot.

Pros

The tool is pretty simple and easy to understand

Cons

I would display and arrange the chats windows in a different way for operators Is not clear the difference between visitors and prospects.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10

Recommendations to others considering Freshchat

Mentioned above

Source: Capterra
Helpful?   Yes   No
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Jessica Peters

Good tool when getting started

2017-02-09

They have a free plan which is pretty good but keep in mind, if you are chatting with customers at scale, their feature set is very limited.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Aaron Symons

Tried on our website, did not work, no support.

2017-10-27

None, just a waste of my time.

Pros

Looked nice.. that's about it.

Cons

Sound notifications were not working, the support staff said 'check your computer is not muted' - what?

Rating breakdown

Value for money
Ease of use
Features
Customer support

Frequency of use: Daily

Likelihood to recommend

1/10
Source: Capterra
Helpful?   Yes   No
Read more
Kobi Omenaka

The main thing that attracted me to Freshchat was that it looked good...1 was vain

2018-05-12

Pros

It looks good and if it had worked it would have done some nice things like linking with Freshdesk and Facebook

Cons

Getting someone on a chat takes at least 30mins in the first place.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Lavanya Chandrasekharan

Great tool for instant chat

2018-05-12

The Sales team is greatly using the tool and is really liking it!

Pros

Its simple and easy! Freshchat by FreshDesk is helping us attend to the queries of our customers and website visitors almost instantly!

Cons

The support is not very quick. There's no 24x7 support for trial. Automation is limited to a couple of available options and are not extendable. There are no extendable criteria.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more