Freshchat
Freshworks Inc.Reviews from AWS customer
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Easy to use for managing conversations and tickets with customers
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.
Efficient Real-Time Chat Management
What do you like best about the product?
It's real-time chat visibility and intuitive interface, which makes it easy to manage conversations, monitor agent performance, and ensure quick response times.
What do you dislike about the product?
One drawback of Freshchat is that reporting and analytics can feel limited at times, and certain automation workflows require additional setup to function smoothly.
What problems is the product solving and how is that benefiting you?
It solves real-time customer communication challenges by centralizing chat interactions and providing visibility into agent performance. This helps me manage workload effectively, ensure faster responses, and maintain better service quality.
Easy-to-Use Live Chat Tool That Improves Customer Communication
What do you like best about the product?
What I like most about Freshchat is how simple and intuitive it is for everyday customer communication. The interface is clean, and it’s easy to handle multiple conversations at once without feeling overwhelmed. I also appreciate how well the conversations are organized, and how quickly I can respond using saved replies. Another big plus is the integration with other Freshworks products, which keeps customer information and past interactions easy to access in one place.
What do you dislike about the product?
While Freshchat works well overall, I’ve noticed that notifications can sometimes be delayed, particularly when chat volume is high. I also find that some of the more advanced capabilities—like deeper customization options or more robust analytics—feel somewhat limited unless you’re on a higher-tier plan. These aren’t major issues, but they’re areas where the product could improve and feel more consistent.
What problems is the product solving and how is that benefiting you?
Freshchat helps streamline real-time customer support by bringing all live conversations into a single platform. Before using it, managing chats across different channels felt disorganized and inefficient. With Freshchat, I can respond faster, conversations are tracked more consistently, and collaboration within the team feels smoother. As a result, response times have improved, fewer messages get missed, and the overall customer experience is better. Overall, it’s a reliable tool that makes customer communication more structured, clear, and manageable.
Powerful AI Chatbots & Synced CRM, But Mobile App Needs Improvement
What do you like best about the product?
1 AI powered Chat bots, help in time saving and efficiency.
2. CRM and integration are synced which helps in data & lead management
2. CRM and integration are synced which helps in data & lead management
What do you dislike about the product?
Faced a lot issues with the mobile apps.
Some functions does not work for n app as compared to website
Some functions does not work for n app as compared to website
What problems is the product solving and how is that benefiting you?
Fresh hats has helped me with time management as and response time. As all social channels are integrated on one platform.
All-in-One Messaging Platform That Streamlines Customer Support
What do you like best about the product?
Freshchat brings multiple channels—website chat, in-app messaging, social inboxes (like WhatsApp/Facebook Messenger), and email—into one place. That means no jumping between tools to respond to customers. Freshchat gives meaningful metrics—like first response time, resolution time, agent productivity, and customer satisfaction—that help teams improve support performance. Agents see order history, user properties, and previous conversations right in the chat window, which speeds up resolution and personalizes interactions
What do you dislike about the product?
While Freshchat covers basics really well, some advanced capabilities (like highly nuanced automation or complex routing logic) aren’t as robust as in tools like Intercom or Zendesk. As you add more team members, channels, and automation features, costs go up quickly—especially for startups or smaller teams
What problems is the product solving and how is that benefiting you?
Support messages come in from multiple places—website chat, in-app messages, WhatsApp, Facebook, email, etc.—and teams struggle to keep track. Freshchat pulls all these into a single inbox with context, so agents don’t miss messages. Agents spend too much time answering the same basic questions (e.g., “Where’s my order?” or “What’s your return policy?”). Predefined answers, canned responses, and automation handle routine queries
Effortless Customer Interactions, Needs Smarter AI
What do you like best about the product?
I use FreshChat to handle customer's live chats and find it to be a very simple tool. I like that it makes handling customer complaints and queries easy, and assists in closing them on time. The tool provides all customer information on the same page where we take chats, which is really handy. I also appreciate the Freddy AI feature that suggests proper resolutions. FreshChat has a very easy UI, making it easy to teach and train new people. The initial setup was very easy and did not require much integration or bandwidth.
What do you dislike about the product?
Freshchat needs work more on AI as Freddy AI is a very basic tool and needs more automation.
What problems is the product solving and how is that benefiting you?
I use FreshChat to handle customer live chats, making it easy to manage complaints and close queries on time. It provides customer info on the same page and offers resolution suggestions. Freddy AI, though basic, simplifies my workload. The easy UI aids in training new users.
Easy Setup and Great Support, But Can Be Slow with Multiple Chats
What do you like best about the product?
I like Freshchat because it is easy to use and quick to set up. It also integrates well with other tools, and the customer support has been helpful.
What do you dislike about the product?
At times, Freshchat can seem a little sluggish when handling several chats at once, and I think some features could be designed to be more intuitive.
What problems is the product solving and how is that benefiting you?
Freshchat really helps me respond to customers more quickly, and it also allows me to manage multiple chats simultaneously, which keeps customers satisfied.
Easy to use, smart and helpful AI chat experience
What do you like best about the product?
Very easy to use and also very accurate and fastness of this makes me like it the most.
What do you dislike about the product?
Sometimes misunderstands my request of difficult situations which makes the experience bad for me.
What problems is the product solving and how is that benefiting you?
I don’t have to search on multiple sources it is a one place to get answers for my questions. It breaks difficult tasks into easier ones such as drafting, learning new things and the main thing is that it helps me make the decision faster.
Great in handling customer queries tool
What do you like best about the product?
I like that Freshchat brings all learner queries into one place, making it easy to manage.
Its automation and chatbots save time by handling repetitive questions quickly and also the rating and review system which helps me improving my resolutions.
Its automation and chatbots save time by handling repetitive questions quickly and also the rating and review system which helps me improving my resolutions.
What do you dislike about the product?
Till now nothing as such that I dislike yes the app can be better.
What problems is the product solving and how is that benefiting you?
Freshchat is helping me manage and respond to learner queries in one place, reducing delays and confusion.
It also saves time with automation for repetitive questions, so I can focus on resolving more important issues.
It also saves time with automation for repetitive questions, so I can focus on resolving more important issues.
Very userfriendly
What do you like best about the product?
Its easy to customise and creating bot flow is very easy.
What do you dislike about the product?
Training AI is littlie difficult and understanding the reports is little confusing.
What problems is the product solving and how is that benefiting you?
Its reduced a work load and provding a solution even after the business hours.
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