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Freshchat
Make chat easy for digital customers and delight them with support on channels they love with conversational experiences
Reviews (500)
PradeepYaduvanshy
Chat features have accelerated user-to-user design sharing and support creative photo animation
Reviewed on May 30, 2026
Review from a verified AWS customer
What is our primary use case?
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.
What is most valuable?
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.
What needs improvement?
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.
For how long have I used the solution?
Not yet.
Which solution did I use previously and why did I switch?
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.
Which other solutions did I evaluate?
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.
What other advice do I have?
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.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Raman Shihan
Unified chat workflows have accelerated deal closure and supported long-term campaign follow-up
Reviewed on May 29, 2026
Review from a verified AWS customer
What is our primary use case?
We use Freshchat for all escalated customer inbounds via live chat. The great support and the great documentation made the process smooth.
It's been 4 years and still counting with them, and it's been a pleasure.
How has it helped my organization?
It helps us close deals faster as it has the greatest follow-up automation. It has also lined up our financial year campaigns thanks to Freshchat.
What is most valuable?
WhatsApp marketing, lead tracking, and automation follow-up.
What needs improvement?
WhatsApp deliverability is not 100%, and it should be improved.
For how long have I used the solution?
I have been using the solution for 4 years.
Which solution did I use previously and why did I switch?
I used Zoho CRM before. Freshchat is different, especially with making customer journey flow sets it apart from others. It's easy and covers all possible scenarios for a customer journey.
What's my experience with pricing, setup cost, and licensing?
The pricing is affordable.
Which other solutions did I evaluate?
I also considered TeleCRM.
What other advice do I have?
It's highly recommended to all organizations who require a robust chat and ticketing system without paying over the odds for other solutions.
Amar-Kumar
Quick chat support has reduced my development time for AI chatbot and live agent features
Reviewed on May 29, 2026
Review provided by PeerSpot
What is our primary use case?
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.
What is most valuable?
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.
What needs improvement?
I am satisfied with FreshChat as I have explored only two features and am not the right person to raise any improvements.
For how long have I used the solution?
I have been working in the current field for eleven years.
What other advice do I have?
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.
Miriam Wairegi
Chat automation has reduced response time and directs customers to the right department
Reviewed on May 26, 2026
Review from a verified AWS customer
What is our primary use case?
We have two departments that use Freshchat and have different requirements. We use chatbots to identify what the customer needs and direct that customer to the correct department. This ensures that all the repetitive questions an agent would need to ask are done prior to connection. This saves the agent time and ensures we can assist the customer in a timely manner when the customer is then connected to an agent.
How has it helped my organization?
Freshchat directs the customer to the correct department. It allows customers to search through our FAQs using keyword search and creates a conversation for each chat or call.
What is most valuable?
The integration capabilities are valuable because Freshchat seamlessly integrates with other tools like Freshdesk, WhatsApp, and Instagram, making cross-platform communication more efficient. The Intelliassign feature helps in assigning chats to agents swiftly, hence improving workflow and productivity significantly.
What needs improvement?
The initial setup is not very clear, especially the Not Freddy AI setup, which is linear.
For how long have I used the solution?
I have been using it for 5 months.
Which solution did I use previously and why did I switch?
We previously used Freshdesk. We switched because Freshchat is more flexible, easy for chat communication, and better at creating conversations for e-commerce support.
What's my experience with pricing, setup cost, and licensing?
After integrating Freshchat, we managed to reduce agents' first response time by 43%. It's a great tool that enables the creation of chat and voice conversations between agents and customers.
Which other solutions did I evaluate?
We also considered Zendesk Sell, Freshservice, and Freshsales.
What other advice do I have?
Freshchat automation allowed us to provide 24/7 support without increasing headcount.
Mohammed A.
13 Days of Total Outage. $1,000 Compensation. $100K+ in Damages
Reviewed on May 22, 2026
Review provided by G2
What do you like best about the product?
Before the disaster, the multi-channel integration was genuinely useful. Managing WhatsApp, website chat, and social media from one dashboard worked well for our team. The interface was clean and our agents adapted quickly. That's what made the betrayal worse, we actually relied on it.
What do you dislike about the product?
In March 2026 our entire Freshchat account went completely dark for 13 consecutive days. Not slow, not degraded. Completely dead.
Zero access to any channel. During that time Freshworks provided no recovery plan, no estimated timeline, no interim solution, and near-total silence. We lost approximately 6,500 customer conversations permanently. Our customers started calling us scammers publicly because we couldn't respond to anyone for almost two weeks. Negative reviews flooded every platform.
After restoration, we spent two months chasing Freshworks for compensation. Their "internal discussions" and "management approvals" dragged on endlessly. The final offer? $1,000. For 13 days of total outage and over $100K in documented damages. The product failed catastrophically, and the company behind it showed zero accountability.
Zero access to any channel. During that time Freshworks provided no recovery plan, no estimated timeline, no interim solution, and near-total silence. We lost approximately 6,500 customer conversations permanently. Our customers started calling us scammers publicly because we couldn't respond to anyone for almost two weeks. Negative reviews flooded every platform.
After restoration, we spent two months chasing Freshworks for compensation. Their "internal discussions" and "management approvals" dragged on endlessly. The final offer? $1,000. For 13 days of total outage and over $100K in documented damages. The product failed catastrophically, and the company behind it showed zero accountability.
What problems is the product solving and how is that benefiting you?
It was supposed to centralize all our customer support across 6 GCC countries. It did that until it didn't. When the system went down for 13 days, having everything in one basket meant we lost everything at once. No redundancy, no failover, no backup. The single point of failure that Freshchat became actually made our situation worse than if we'd used separate tools for each channel.
Ashwini S.
Initial Setup Great, But Ongoing Support Lacking
Reviewed on May 15, 2026
Review provided by G2
What do you like best about the product?
I found the support during the initial setup of FreshChat to be very helpful. The setup was easy, which made the initial experience with FreshChat quite positive.
What do you dislike about the product?
The FreshChat itself stopped working for us for, like, two months. Our experience with FreshChat hasn't been that great. The fixed menu where you can click your knowledge base or video just refused to work. Their support has to improve. It hasn't been good. Our experience with the support after we started using FreshChat has been quite bad. Even though the product did not work, they continued to bill us. Overall, it was quite an unpleasant experience.
What problems is the product solving and how is that benefiting you?
I use FreshChat to include a chatbot in our application.
Adrianna M.
Robust Chat Features with Room for Improvement
Reviewed on May 02, 2026
Review provided by G2
What do you like best about the product?
I use FreshChat for live chats with our customers, and it really allows us to communicate better and more efficiently. I like the robust features, including the ability to see read receipts, have canned responses, live translation, and auto-assignment of chats. The initial setup of FreshChat was pretty easy, and I appreciate that it was part of the omnichannel package that included Freshdesk, Freshchat, and Freshcaller, especially considering the price.
What do you dislike about the product?
I don't like the lack of customization with the CSAT scores, that needs to be majorly updated.
What problems is the product solving and how is that benefiting you?
FreshChat enables us to communicate with our customers live for quicker responses compared to email, enhancing efficiency with features like read receipts, canned responses, live translation, and auto-assignment.
Siddharth O.
FreshChat: Easy to Use but Could Use Better Analytics
Reviewed on Apr 28, 2026
Review provided by G2
What do you like best about the product?
FreshChat makes customer communication feel effortless thanks to its clean, intuitive interface. Being able to manage conversations across multiple channels—email, chat, and social media—from a single dashboard is a major time-saver and keeps everything organized in one place. The AI-powered chatbots are also useful for handling routine questions right away, which helps reduce the workload on support agents.
What do you dislike about the product?
FreshChat can feel somewhat limiting when it comes to more advanced customization. Its reporting and analytics also come across as fairly basic compared to competitors, which makes it harder to pull deeper insights from customer interactions. On top of that, the mobile app experience isn’t as smooth or consistent as the desktop version, and occasional notification delays can lead to missed messages.
What problems is the product solving and how is that benefiting you?
FreshChat helps us centralize all customer support conversations in one place, which removes the chaos of juggling multiple communication channels separately. The automated chatbots can handle common questions right away, cutting down response times and allowing agents to focus on more complex issues. Overall, it has noticeably improved our team’s productivity and boosted customer satisfaction.
Mandip P.
Streamlined Chat Management with Robust Features
Reviewed on Apr 20, 2026
Review provided by G2
What do you like best about the product?
I find FreshChat incredibly helpful for managing customer conversations across multiple platforms by bringing everything into a single dashboard. It helps our team respond quickly, avoid missing messages, and maintain better organization. I appreciate the AI integration through Freedly AI, which aids in chatbot automation and quick responses for basic customer handling. I also like the shared inbox and team collaboration features that allow multiple agents to work together efficiently on conversations. The feature of tracking customer chat history is particularly useful for resolving queries. The initial setup was easy and straightforward, and the onboarding team was helpful in explaining the features and options.
What do you dislike about the product?
When the volume is at peak, it may affect the performance, causing delays in chat. Reporting and analytics need customization, and agent performance reports need improvement. Reports are not fully real-time, which impacts monitoring live performance during peak hours. The customization options for the dashboard need enhancement.
What problems is the product solving and how is that benefiting you?
FreshChat resolves customer conversation management across platforms by unifying them into one dashboard, improving fast response and organization. Its automation and chatbot handle repetitive queries, shared inbox and team collaboration enhance efficiency, and chat history tracking helps solve customer queries.
Gabriel A.
Easy to use for managing conversations and tickets with customers
Reviewed on Mar 10, 2026
Review provided by G2
What do you like best about the product?
The main use I give it is to generate conversations and tickets with my clients. So, its ease of use is what I benefit from the most.
What do you dislike about the product?
Perhaps the learning curve is a bit slow, but generally everything is fine.
What problems is the product solving and how is that benefiting you?
As I mentioned, it solves the accumulation of messages with clients since with chatbots it is more autonomous.