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Freshchat
Make chat easy for digital customers and delight them with support on channels they love with conversational experiences
Reviews (507)
Muhammed A.
Freshchat Keeps Live Support Chats Organized with a Clean, Intuitive Interface
Reviewed on Aug 11, 2026
Review provided by G2
What do you like best about the product?
Freshchat has made handling live customer conversations much more organized, giving our support team real-time visibility into ongoing chats without missing incoming messages. The interface is clean and intuitive, making it easy for agents to manage multiple conversations simultaneously without losing context. Being able to route chats based on availability or topic has kept response times reasonable even during busier periods. Integration with our existing support workflow was smooth, and having chat history readily accessible has made it easier to pick up context when a customer returns with a follow-up question.
What do you dislike about the product?
Pricing scales quickly as the number of agent seats grows, which becomes a bigger consideration as our support team expands. Some of the automation and bot configuration features have a learning curve to set up effectively for more nuanced, platform-specific queries. Handling mixed Arabic-English chat messages isn't always seamless, occasionally requiring manual intervention when automated routing misinterprets intent. Support response times from Freshchat itself for configuration questions were slower than expected during initial setup.
What problems is the product solving and how is that benefiting you?
Freshchat has given our support team a reliable, organized way to handle live customer conversations instead of relying on scattered messaging channels. This has improved response times and made it easier to maintain context across ongoing conversations, since chat history and customer details stay attached to each conversation rather than getting lost.
Femi Adeyemi
Chatbot automation has reduced support calls and now improves staff and customer communication
Reviewed on Aug 09, 2026
Review provided by PeerSpot
What is our primary use case?
My main use case for FreshChat is for communications with our staff and also with our customers. A quick specific example of how I use FreshChat for communicating with staff or customers is that we set up an FAQ, and then that makes our customers able to access our resources without having to call us, and also within our team as well for knowledge sharing.
Communication is basically what we use FreshChat for.
What is most valuable?
The best features FreshChat offers, in my opinion, are the ease of setting up the environment for use, and then the way it responds makes it easier for our customers to interact with the platform.
When I say the ease of setting up the environment for FreshChat, I can tell you that we converted our FAQ into a chatbot, and then it makes our customers able to access resources that matter to them instead of having to call us and send lengthy emails. So when they log in, the chatbot responds based on our FAQ, and they get serviced on the spot.
FreshChat has positively impacted my organization because we have a lot of customers that require answers and information. Setting up FreshChat on our mobile app and our website made it easier for our customers to use; they are able to access the information they need right at their fingertips.
I can share specific outcomes or metrics. Before, we had logs of calls and emails to attend to, but from the time we started using FreshChat, the calls reduced. People calling to find out information reduced, and then that lessened the burden on the entire team. Implementing FreshChat on the app and also on the website has reduced our call log by more than 30% and also the turnaround for the team by more than 70%.
What needs improvement?
I think FreshChat can be improved by making it more AI-oriented, where it has more robust knowledge of its own rather than just responding to the local FAQ that is imported, in our case.
Regarding FreshChat's AI capabilities, I think if it is more local, if it is more direct to implementation, that will be helpful.
Regarding FreshChat's AI capabilities, in terms of accuracy and reliability of output, I used our local FAQ, and then I'm able to govern the responses based on what we set it on, so for me, it worked perfectly as we intended it to work.
FreshChat is deployed in my organization on-premises.
For how long have I used the solution?
I have been using FreshChat for a little over three years.
What do I think about the stability of the solution?
FreshChat is stable.
What do I think about the scalability of the solution?
FreshChat's scalability is good; it handles growth in users or data very well.
How are customer service and support?
In terms of customer support for FreshChat, we have a dedicated company that supports us, a third party, and for us, they are very responsive, with the support being 100%. Whenever we have a challenge, we reach out to them, and then they resolve the issue for us before we blink. In terms of support, I rate them 10 over 10.
Which solution did I use previously and why did I switch?
I did not previously use a different solution before FreshChat.
How was the initial setup?
My experience with pricing, setup cost, and licensing for FreshChat is that we have Freshdesk which encompasses FreshChat, so the pricing is a little bit high. I think it's one of those things I wish they can work around. The pricing is high, and then some teams will not want to go along with it, but for me, if they can reduce the pricing to a bearable amount for users, they will make more sales.
I have seen a return on investment in terms of time saved. We have a lot of customers that require information, and they want information impromptu, but with FreshChat, we just tell them to chat the robot, and then the chatbot responds to them with the information they need. Time is essential to us, and that is what we get while using FreshChat.
What about the implementation team?
The advice I would give to others looking into using FreshChat is that they will never regret it; they will enjoy it. It will affect their team positively and have the ROI in no time at all, as it is easy to set up and easy to use.
What's my experience with pricing, setup cost, and licensing?
My experience with pricing, setup cost, and licensing for FreshChat is that we have Freshdesk which encompasses FreshChat, so the pricing is a little bit high. I think it's one of those things I wish they can work around. The pricing is high, and then some teams will not want to go along with it, but for me, if they can reduce the pricing to a bearable amount for users, they will make more sales.
Which other solutions did I evaluate?
Before choosing FreshChat, I evaluated other options such as WhatsApp for Business and then FreshChat.
What other advice do I have?
I would like to add that the interface of FreshChat is not bad; it's good, and it's working. It's generally accepted by our customers, and they can easily navigate around it. For me, there is no complaint about that; it's good, it's easy to use, and it's accessible to all. I would rate this review a 9 overall.
Moses Karanja
Omnichannel chat has improved client support and now needs better accessibility and onboarding
Reviewed on Jul 31, 2026
Review provided by PeerSpot
What is our primary use case?
FreshChat serves as our primary platform for contacting and engaging with our clients, making it crucial for customer engagement. We use it to speak with our clients, receive their concerns, and offer feedback in areas where they may need assistance through various channels and platforms supported by FreshChat.
A specific example of how we used FreshChat to engage with clients is when, as a software engineer, we offer services that require clarification. When developing a platform or software for a client, questions are bound to arise and those questions are channeled to our organization. We engage with the client, offer our support, and provide the necessary responses using FreshChat to receive queries and engage with the client in a timely manner.
Another way we use FreshChat is during the onboarding of customers, where we gather their profiles and onboard them into our system. This allows new customers to use the live chat mode, so we utilize FreshChat to capture their unique details and preferences for better engagement when they have responses or queries.
What is most valuable?
FreshChat offers a number of features, one of which is that it is an AI-powered platform equipped with a chatbot known as Freddy AI. This chatbot facilitates automation, ensuring that customer engagement is available 24/7. Additionally, it has a simple user interface, making it easy for employees to learn and use the platform effectively. FreshChat's integration feature is also commendable, allowing excellent integration with existing platforms, such as CRM and other sales systems that handle customer data, resulting in a simple and straightforward customer engagement process.
FreshChat provides the ability to engage and converse with clients through various channels. We are not restricted to phone or email; we can open multiple channels and thus receive queries from clients in a broad manner, helping us grow our portfolio and build a diverse customer base.
FreshChat has positively impacted our organization by simplifying how we offer customer support services. We now have multiple ways of communication, opening traffic for queries through various channels. FreshChat's engagement rate and response rate have accelerated; previously, we relied on email, which delayed responses if inquiries went unnoticed. Our clients are happier, and we are satisfied with providing reliable service.
What needs improvement?
FreshChat can be improved in its availability on the internet. As a cloud-powered platform with automation and AI capabilities, it requires reliable internet 24/7 to support proper usage. Smaller organizations, especially those building their customer base, may find it less suitable, as FreshChat may seem like a waste of time without sufficient clientele actively engaging.
FreshChat could improve the time taken for employees to adjust and learn the platform, as not all employees pick up the pace at the same speed, which can delay usage. Forming a user community would facilitate quicker adjustments, enhancing the overall experience with FreshChat.
For how long have I used the solution?
I have been using FreshChat for the last five and a half years.
What do I think about the stability of the solution?
FreshChat is stable.
What do I think about the scalability of the solution?
Scalability with FreshChat is straightforward, depending on the users we have, making it easily scalable.
How are customer service and support?
FreshChat's customer support is responsive, valuing their clients through quick response times, so overall, their customer support is commendable and willing to help all clients.
Which solution did I use previously and why did I switch?
We did not have a previous solution; FreshChat is our first solution for engaging with clients.
How was the initial setup?
Our experience with pricing, setup cost, and licensing was smooth, with no challenges encountered. Our inquiries concerning pricing were answered by the vendor, resulting in a positive experience.
What was our ROI?
We have indeed seen a return on investment because, in terms of the number of employees needed, FreshChat handles much of the client interaction, allowing us to require fewer employees who can be assigned new tasks. Consequently, we save money as work is automated, confirming a return on our investment.
What's my experience with pricing, setup cost, and licensing?
FreshChat is an affordable platform that elevates the quality of customer support we provide. It simplifies client engagement, resulting in long-term benefits such as an increased customer base and growth in profitability.
Which other solutions did I evaluate?
We did not evaluate other options; FreshChat was the solution we settled on during our initial deployment phase.
What other advice do I have?
I find Freddy AI chatbot to stand out the most among FreshChat's features because it helps during times when our customer service agents are overwhelmed by the volume of messages and queries. With FreshChat, we are able to achieve omnichannel engagement as messages flow from social media platforms, live chat, and emails. When our human agents are busy, the AI chatbot takes over, sifting through and answering simple queries to enhance our customer engagement.
Concerning FreshChat's AI capabilities, I have not encountered any security problems; everything we provide to FreshChat remains secure, and it has never been breached. It is a governable and secure platform to use. I find FreshChat's AI capabilities to be reliable and accurate, especially with its chatbots enhancing the quality of interactions, making it dependable for use.
We have noticed specific outcomes and can discuss customer satisfaction scores as we execute surveys to gauge client responses regarding our services. From these surveys, most of our clients express satisfaction because they can reach us easily, leading to improved scores, which we are happy to see. I would rate this product a seven out of ten.
reviewer2881437
AI chat has reduced email volume and now routes customer queries by segment efficiently
Reviewed on Jul 29, 2026
Review provided by PeerSpot
What is our primary use case?
My main use case for FreshChat is customer chat and messaging.
A quick specific example of how I use FreshChat for customer chat and messaging is that the AI chatbot can answer common product questions from customers, surface our support guide articles, and route conversations.
Something unique to my organization regarding my main use case is being able to route and triage customers differently based on the segment that they're in or the tier of service.
What is most valuable?
In my opinion, the best features FreshChat offers include conversation tags, escalations, priority, assigning, routing by customer segment, and the fact that customers can reach us via multiple forums but managed in one inbox.
Conversation tags and routing by customer segment for my team allow the AI to answer a majority of the questions for the scaled team, so the CSMs don't need to get involved in more technical questions or questions that should be handled by either the support team or by AI. For our larger customers, depending on the type of question, if it's more tactical or more strategic, it can get routed to the support team or to the CSM more efficiently.
FreshChat has positively impacted my organization by decreasing the amount of emails that the CSM has to get involved in because the AI is able to either answer or triage more effectively.
I have seen a specific reduction in the amount of emails that CSMs need to get involved in, which is helpful for time and cost savings.
While I don't necessarily have specific metrics, I see a significant decrease in the amount of emails that CSMs need to be looped into, which is very helpful for time savings and cost savings.
What needs improvement?
FreshChat can be improved with better customer success workflows, as those are limited right now.
It could be better about flagging customer health or risk for upcoming renewals.
Regarding FreshChat's AI capabilities, it seems to be secure; it's solid, but maybe not as advanced as Intercom.
In terms of accuracy and reliability of output, FreshChat is mostly correct but needs to be trained on certain activities, especially those that are unique to organizations.
I have noticed that FreshChat could be improved as it doesn't support customer health scores, renewals, QBRs, product adoption, or other types of customer success functionality.
For how long have I used the solution?
I have been using FreshChat for one year.
What do I think about the stability of the solution?
FreshChat seems stable.
What do I think about the scalability of the solution?
FreshChat's scalability is good; it scales pretty well, can handle large support volume and multiple departments, and has role-based permissions.
Which solution did I use previously and why did I switch?
I previously used Intercom because it is typically best in class, and we had used it previously.
What's my experience with pricing, setup cost, and licensing?
My experience with pricing, setup cost, and licensing is that it's cheaper than Intercom.
Which other solutions did I evaluate?
Before choosing FreshChat, I evaluated Intercom.
What other advice do I have?
My advice for others looking into using FreshChat is that it's good but needs to be layered with another customer-type software, such as Vitally or a full CRM. I give it a rating of eight because it needs to be paired with a customer success tool such as Vitally, and it's not as advanced as Intercom.
Akhil S Varughese
Live chat has transformed daily support work and provides faster, more personalized responses
Reviewed on Jul 21, 2026
Review provided by PeerSpot
What is our primary use case?
Freshchat serves as the central live messaging platform for our customer support department. We use it to communicate directly with users, handle inbound inquiries, and resolve questions in real time across our website and mobile applications.
On a daily basis, our support agents rely on Freshchat as their main workspace. The daily workflow includes automated queue routing via IntelliAssign, rapid responses using canned shortcuts, internal team notes for escalations, and viewing real-time customer metadata right alongside the chat thread.
How has it helped my organization?
Freshchat has significantly reduced our response times and improved CSAT. Because agents can handle 3 to 4 conversations simultaneously using canned replies and instant user context, we boosted our overall support capacity by roughly 50% without needing to add extra headcount
What is most valuable?
Canned replies and contextual customer insights are the two most valuable features for us. Having user account data right in the side panel eliminates repetitive questions, while shortcuts help agents clear queues significantly faster.
What needs improvement?
While the core web app is rock-solid, the mobile app (iOS/Android) could use some attention. Support agents occasionally experience slight notification sync delays when monitoring chats on mobile away from their desks.
For how long have I used the solution?
About 1 year.
What do I think about the stability of the solution?
FreshChat is very stable.
What do I think about the scalability of the solution?
Stability: Very stable (10/10). No major outages or disruption to daily operations.
Scalability: Excellent. It functions as a true enterprise-grade platform that effortlessly scales as interaction volume grows.
How are customer service and support?
10/10. Freshworks' support team is responsive and resolves ticket issues quickly.
How was the initial setup?
Setup & Pricing: Great experience. Simple deployment via JS snippet/SDK, straightforward seat licensing, and zero hardware overhead.
ROI: We achieved a clear, positive return on investment within the very first month of full deployment due to immediate handle-time reductions.
What was our ROI?
We saw a clear positive return on investment within the first month itself of full implementation.
What's my experience with pricing, setup cost, and licensing?
Pricing is straightforward with predictable per-agent seat licensing and seamless AWS Marketplace billing. Setup was quick and low-cost since we deployed via JS snippet/SDK without needing external consultants.
What other advice do I have?
10/10.
My main advice is to approach Freshchat as an asynchronous messaging tool rather than old-school, rigid live chat. Don't treat conversations like phone calls where customers have to stay locked to a browser tab waiting for a reply—let them message and walk away if needed.
Sumesh Gansar
Centralized conversations have improved customer engagement and boosted agent efficiency
Reviewed on Jun 27, 2026
Review from a verified AWS customer
What is our primary use case?
FreshChat serves as our communication software for engaging with end-users and customers as a conversation engagement solution across multiple channels including web chat, email, phone, and social platforms such as WhatsApp. Everything is managed centrally through FreshChat, functioning as a centralized repository.
Our customers contact us via different channels including emails, phones, web chat, and social channels such as WhatsApp. All customer interactions are managed centrally through FreshChat, enabling our team to engage with customers while saving significant time. FreshChat provides a comprehensive view of each customer's conversation history and relevant information, making it easier for our agents to communicate with them and enabling them to provide a personalized experience.
What is most valuable?
The screen sharing feature and the native AI-powered chatbots that can be built with no-code using FreshChat are two great features.
With the ability to screen share, we can take control of the customer's screen when we are assisting them. If they are on their mobile device or system and experiencing trouble with our product, we can quickly ask them to share their screen so that we can take control and address the problem. This way, customers do not have to do anything themselves and feel more comfortable knowing that their problem is solved, and we gain a lot of trust from the customers. Using this specific feature alone, we have been able to increase our adoption by 30%.
With the introduction of FreshChat, we have seen a reduction in overall time for our work, and our entire workflow has become much more efficient because it is a centralized platform that enables us to serve customers across different channels via FreshChat itself. We have seen an increase of approximately 20% in our overall efficiency after the introduction of FreshChat.
The 20% efficiency increase is a combination of response time and the number of cases handled. Earlier, before FreshChat, we were not able to handle many cases simultaneously because everything was on different platforms. Previously, if we were able to handle only three to four conversations per day, now we are able to double that and handle eight to ten conversations per day. We are also able to give customers a quicker response time.
What needs improvement?
FreshChat's mobile application is not very good and needs some work. Apart from that, there are no issues with FreshChat, as everything else is great, including the customer support and the UI.
Notifications are not being received, and everything is cluttered in the mobile application. These areas can be improved.
For how long have I used the solution?
FreshChat has been used for 15 months.
How are customer service and support?
Everything is great with FreshChat, and I hope it continues.
What other advice do I have?
For those handling a lot of customers who want to satisfy them equally, I would definitely recommend investing in a solution such as FreshChat because it gives a holistic view of customer data and enables the delivery of a personalized experience, which is what all customers require in today's business environment. This review receives a rating of 9.
Akshat K.
Fresh Experience with Intuitive Agent Builder
Reviewed on Jun 05, 2026
Review provided by G2
What do you like best about the product?
I used FreshChat as a conversational agent, and I found it really effective because it provides correct answers without having to go through long documents. I like that it's a tag-based system and also explains the answers. The experience with AI agents was fresh and enjoyable. I also appreciate that the agent builder UI is good and easy to understand. Setting up FreshChat was very easy.
What do you dislike about the product?
The LLMs provided have very few AI units. It should offer a better limit for each agent call, or reduce the AI units required per call. It could use other models available in the market that cost less.
What problems is the product solving and how is that benefiting you?
I use FreshChat as a conversational agent that's rule-based, providing correct answers quickly without combing through long documents. It explains answers well, and the agent builder UI is good and easy to understand.
Vikas Kejriwal
AI chat has improved customer insight and response time but still needs smoother integration
Reviewed on Jun 04, 2026
Review from a verified AWS customer
What is our primary use case?
We are using FreshChat for its live chat feature and AI chatbot functionality. When a customer contacts us, they can interact with FreshChat's live chatbot first. Through this interaction, we gather their primary requirements, identify what problem they are facing, and then direct them to an agent who can conduct live chat with the customer and provide a resolution.
FreshChat serves our B2C product where certain specific types of users come to our app. We can customize FreshChat's AI chatbot to ask relevant questions to customers so that we can gather more accurate data for our agents.
What is most valuable?
FreshChat's best features include its AI chatbot, which is excellent. It provides quite good scaling capability and modularity that we can customize for our particular use case.
FreshChat has helped us better understand our customer base and provide quick resolution to them. Currently in our beta stage, FreshChat provides pretty accurate and reliable output. The chatbot is almost always accurate in gathering customer information and identifying their main pain points.
What needs improvement?
FreshChat could have a more robust documentation system that would help developers better integrate the platform. Implementation is quite challenging, and some cross-functional capabilities could be improved.
What do I think about the scalability of the solution?
Currently this feature is in beta stage in our organization, but we are assuming that it will significantly help reduce customer chat response time and our reliance on human agents will be reduced drastically.
What other advice do I have?
FreshChat's governance and security appear to be standard. The security aspect should be standard, similar to other companies that provide these features. I have not given much thought to the governance and security aspects.
FreshChat is a good product that organizations should try out if their use case involves building a custom AI chatbot for their application. FreshChat provides all the tools and features required for this purpose. I would rate this product a seven out of ten.
Which deployment model are you using for this solution?
Private Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
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?
Amazon Web Services (AWS)
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.