Freshchat

About Freshchat

Freshchat is the modern messaging solution that delivers effortless customer service for the digital-first customer by bringing together artificial and human intelligence across messaging channels. The software offers Smarter Conversations and Self-service tool to resolve queries across first and third party messaging platforms. The Best-in-class AI chatbots used to increase customer engagement and scale customer service. It supports 33+ languages to customize messenger in the language of your choice. Measure productivity metrics in real-time with reports to automate business workflows.

Screenshots & Videos

Pricing

Free Trial Available
Starts at $15.00. Offers Free-forever plan.
View Detailed Pricing

SW Score Breakdown The SW Score breakdown shows individual score for product features.Read more

Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

96%
Reviews

85%
Momentum

65%
Popularity

84%

Platforms Supported

Browser Based (Cloud)
Mobile App (Android, iOS)

Organization Types Supported

All (Small, Medium, Large)
Freelancers

API Support

Available

Modes of Support

24/7 (Live rep), Business Hours, Online

Freshchat Awards

# 1 Highly Rated Live Chat Software
Q3 2021

# 8 Fastest Growing Software Live Chat Software
Q3 2021

# 11 Most Popular Software Live Chat Software
Q3 2021

# 6 Highly Rated Live Chat Software
Q3 2019

# 4 Fastest Growing Live Chat Software
Q3 2019

Freshchat Features

Show Feature Explanation

Show Missing Features

Live Chat Features

Features: The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

96%

Visitor Targeting

Helps you to identify frequent visitors, so that you can proactively reach out to them by sending a pop up message

Transfers

Transfer of calls from one operator to another with just one click

Shortcut Messages

Create shortcuts for the commonly used replies in order to save time

Persistent Chat

Creating a subject-based group conversation that persists over time

Offline Form

This feature allows your visitors to submit their questions when your agents are not available online

Knowledge Database

Lets you have an access to all your past chat history and documents

Co-Browsing

Your agents get to view the visitor's browsing screen, cursor movements, and clicks. It helps in understanding the visitor's behavior as well as helps in solving problems quickly.

Agent Scheduling

Schedules availability of your agents to ensure maximum utilisation of your staff

Video Chat

Make conversations more personal with video calling between your agents and your visitors

Call Me Option

Allows your visitors to speak to your agents directly over the phone

Freshchat Pricing

Free Trial

Available

No Credit Card Required, Get Started for Free

Pricing Options

Freemium ( Limited Features )

Premium Plans ( Subscription )

MONTHLY YEARLY

Free (Messaging) Free

Up to 100 agents

For getting started

Features

Chatbots (Freddy)
Chatbot Analytics (Freddy)
Inbox Views
Topics
Groups
Conversation Labels
Bulk Actions
User Properties
Mobile SDK
WordPress
Freshdesk integration
Shopify
10K MUV/account
24 x 5 email support included with all plans
24 x 5 chat support included with all paid plans
Additional bot sessions: $75 for 1000 bot sessions/month

Growth (Messaging) $15.00 $18.00 per user / month

For fast growth

Features

Includes features of Free plan, plus
Up to 2000 bot sessions/month (Free)
Assignment Rules
Priority Inbox
Canned Responses
Private Notes
User Events & Timeline
User Segmentation
Business Hours (Global)
Offline experience
Basic Dashboard
FAQs
Conversations Overview Report
Facebook Messenger
Files
Marketplace (App Store)
100K MUV/agent
24 x 5 email support included with all plans
24 x 5 chat support included with all paid plans
Additional bot sessions: $75 for 1000 bot sessions/month

Pro (Messaging) $39.00 $47.00 per user / month

For high performance

Features

Includes features of Growth plan, plus
Up to 3000 bot sessions/month (Free)
WhatsApp Business (Popular)
Apple Messages for Business
Auto-resolve
IntelliAssign
Business Hours (by Groups)
Co-Browsing
Live Translate
Advanced Dashboard
Advanced Automations (Popular)
Team Performance Report
Agent Availability Report
Roles and Permissions
CSAT Survey and Report
Conversation APIs
200K MUV/agent
24 x 5 email support included with all plans
24 x 5 chat support included with all paid plans
Additional bot sessions: $75 for 1000 bot sessions/month

Enterprise (Messaging) $69.00 $83.00 per user / month

For enterprise-grade support

Features

Includes features of Pro plan, plus
Up to 5000 bot sessions/month (Free)
Allowed IPs
Allowed Domains
User Authentication(JWT)
400K MUV/agent
24 x 5 email support included with all plans
24 x 5 chat support included with all paid plans
Additional bot sessions: $75 for 1000 bot sessions/month

Growth Omnichannel $29.00 $35.00 per user / month

For fast growth

Everything in Growth of Freshdesk Support Desk, Messaging and Contact Center and more...

Features

Up to 2000 bot sessions / month (Free) (Freddy)
Up to 2000 incoming minutes/month (Free)
Email, Social, Messaging, Telephony channels
Knowledge Base
Chatbot Builder
Chatbot Analytics
Topics
Contact Management
Custom Inbox Views
SLA and Business Hours
Marketplace Apps
Automations
Data Center Location
Ticket, Conversation, and Call Reports
Basic Omnichannel Dashboard
SMS
Additional bot sessions: $75 for 1000 bot sessions/month

Pro Omnichannel $59.00 $71.00 per user / month

For high performance

Everything in Pro of Freshdesk Support Desk, Messaging and Contact Center and more...

Features

Up to 3000 bot sessions/month (Free) (Freddy)
Up to 3000 incoming minutes/month (Free)
Custom SLA and Business Hours
Custom Roles and Permissions
Custom Reporting and Dashboards
WhatsApp Business
Apple Messages for Business
Team Performance Report
Advanced Automations
Multilingual Support
Multi product (up to 5)
Extendable API limits
Collaborators (up to 5000)
Knowledge Base Versioning
Holiday Routing
Agent Availability Report
Advanced Call Management
CSAT Survey & Report
Custom Apps
Additional bot sessions: $75 for 1000 bot sessions/month

Enterprise Omnichannel $99.00 $119.00 per user / month

For enterprise-grade support

Everything in Enterprise of Freshdesk Support Desk, Messaging and Contact Center and more...

Features

Up to 5000 bot sessions/month (Free) (Freddy)
Up to 5000 incoming minutes/month (Free)
IP Range Restriction
Sandbox
Agent Assist Bot (Freddy)
Email Bot (Freddy)
Auto-triage (Freddy)
Canned Responses Suggester (Freddy)
Solutions Suggester (Freddy)
Allowed IPs
Audit Log
KB Approval Workflow
Collaborators (up to 5000)
Agent Shifts
Thank you Detector
Social Signals
User Authentication (JWT)
RPA Connectors
Omnichannel Routing
Voicebot (Beta)
Speech-enabled IVR (Freddy)
Abandoned Call Metrics
Service Level Monitoring
Additional bot sessions: $75 for 1000 bot sessions/month

Screenshots of Vendor Pricing Page

Disclaimer: The pricing details were last updated on 22/06/2022 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Learn more about Freshchat Pricing

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Freshchat Reviews

User Rating

4.6/5 (Based on 775 Ratings)

Rating Distribution

Excellent
68.8%
Very Good
24%
Average
3%
Poor
3%
Terrible
1.3%

User Sentiments

User-friendly Interface, Extensive Integrations, Efficient Customer Support, Effective Chatbot Functionality

Occasional Software Glitches, Mobile App Limitations, Limited Customization Options, Inconsistent Support Response Times

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Review Summary

Freshchat is generally well-received by users, with many praising its ease of use, intuitive interface, and helpful features. It is particularly lauded for its live chat functionality, which allows businesses to engage with customers in real-time, and for its robust reporting and analytics capabilities, which provide valuable insights into customer interactions. Additionally, Freshchat's integration with other popular business tools, such as Salesforce and Zendesk, is seen as a major advantage. However, some users have reported occasional technical glitches and a lack of customization options, which could be improved in future versions of the software. Overall, Freshchat is a reliable and user-friendly customer service solution that is highly appreciated by businesses looking to enhance their customer engagement and provide real-time support.

Pros

Easy to use and intuitive interface makes it accessible to users of all technical backgrounds.
Robust feature set includes live chat, ticketing, analytics, and reporting, all in one convenient package.
Seamless integration with popular business tools and platforms, such as Salesforce, Zendesk, and Slack.
Affordable pricing plans make it a great value for small businesses and startups.

Cons

Some users have reported occasional issues with reliability and stability of the platform.
Limited customization options may not meet the needs of larger businesses with complex requirements.
Live chat feature is not as featurerich as some competitors, lacking advanced features like cobrowsing and screen sharing.
Customer support can sometimes be slow to respond to inquiries, leading to frustration among some users.

AI-Generated from the text of User Reviews

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