Who is this service for?

Freshdesk Messaging (Formerly Freshchat) target market comprises customer support, teams of Saas, and eCommerce companies with up to 50 team members using the product.

About Freshdesk Messaging

Freshdesk Messaging (Formerly Freshchat) is a modern messaging software built for sales and customer engagement teams to talk to prospects and customers on the website, mobile app, or social pages. A leap from legacy live-chat, Freshdesk Messaging (Formerly Freshchat) helps businesses and its teams focus on a continuous and context-driven messaging experience.
 
Your customers have changed. So should your customer service.
Today's customers prefer a quick and effortless customer service experience. Freshdesk Messaging helps you deliver on these expectations through conversational messaging and AI-powered bots.
 
- One inbox for all messages
See all messages from customers in one place, wherever it comes from - in-app chat, website chat, WhatsApp, Facebook Messenger, iMessage and more. Support customers across messaging apps and devices.
- Self-service. Everywhere
Build once and deploy chatbots on all messaging apps and devices. Answer questions, guide customers to resolution, and gracefully escalate  to an agent - all done automatically.
- Do more with less
Reduce your cost of providing customer service. Move  from costly and slow channels to cost-effective modern messaging to scale efficiently.

Average rating 4/5

Total score
4
“Ease of use
4.1
User support
3.8
Features
3.9

Product details

Starting price:

15usd / per month
more about prices

Free version:

Yes

Free trial:

Yes, get demo

Desktop & Mobile Platforms:

Mac

Windows

App - Android

App - IOS

Cloud, SaaS, Internet

Training:

Documentation

Online

Support:

Working hours

Online

Software Developer

Freshworks
https://www.freshworks.com
Set up in 2011
United States

Features

Canned Responses
Collaboration Tools
Customizable Branding
Electronic Signature
Employee Activity Monitoring
Geotargeting
Live Chat
Meeting Management
Offline Form
Proactive Chat
Remote Access/Control
Remote Support
Screen Sharing
Softphone
Task Management

Third Party Integrations
Time Zone Tracking
Transfers/Routing
Video Chat
Video Conferencing
Website Visitor Tracking

Alternatives Freshdesk Messaging


S
Sunil K.

«Freshchat Review - The best and easy way to say HI to customers and resolve there concerns»

Usability

Support

Features

5

Overall rating

Benefits:

The best and easy way to say HI to customers and resolve there concerns, get instant notifications upon customer visit, can assign tasks to the team members and can download the reports whenever required and simplify manual work

Drawbacks:

Pricing is a bit concern. People at Freshworks should reduce the pricing

September 26, 2021
Feedback source: the Internet
P
Pershanthen M.

«Freshchat intergration into Freshdesk really upped our support game»

Usability

Support

Features

4

Overall rating

Benefits:

Freshchat is really easy to use and you are able to integrate it into your Freshdesk dashboard. This means that your support team can chat and respond to tickets using a single dashboard.

Drawbacks:

To be honest, i dont quite like the pricing structure as you are billed per agent rather than a team. Maybe something the Freshworks team can look into.

September 19, 2021
Feedback source: the Internet
J
James B.

«In a world of chat and bot solutions, Freshchat wins for me»

Usability

Support

Features

5

Overall rating

Benefits:

- Professional (why do so many chat apps look so childish?) - Free tier (that is actually useful and doesn't impose ridiculous limits) - Amazing support (even on the free tier, the team go above and beyond)

Drawbacks:

I haven't found fault with Freshworks' chat solution, which is why I always recommend it to clients starting new projects.

In sum:

It helps us connect with our customers on a professional level across multiple platforms.

September 16, 2021
Feedback source: the Internet
Armando R.

«A good alternative to zendesk »

Usability

Support

Features

4

Overall rating

Benefits:

I like the way it integrates with wordpress. Easy to manage by my clients. Connection with FreshDesk.

Drawbacks:

Nothing so far that i did not like in the app.

In sum:

Some of my clients need a chat tool for their Wordpress wensites. They need to be something simple to use and that can be used in their mobile phone.

September 5, 2021
Feedback source: the Internet
Jason W.

«An excellent entry into live chat support»

Usability

Support

Features

5

Overall rating

Benefits:

Fresh Chat is one of only a handful of free, robust tools for providing live customer support via your website with ease. Upfront, the ease of installation and configuration is fantastic. One needn't be an engineer to get this up and running quickly, as they provide all the tools needed. From plugins (WordPress in my case) to apps (Android and iOS both available), it's all easy to find, deploy, and use. In addition, there are numerous ways to integrate it with other systems, from Fresh Service, Fresh Desk, to third party integrations.

Drawbacks:

Perhaps the only area I think they could improve is by adding additional third party integrations, but that's a minor quibble, as they already offer several. In all likelihood the selection will grow over time.

In sum:

Initially, I was looking for a live chat solution for one of our clients, but quickly realized the software could become useful for us as well. I explored several good options, including Tawk.to and Pure Chat, but found that overall, Fresh Chat offered the right combination of features and ease of use for our client, making it an obvious choice for us to support and recommend.

August 7, 2021
Feedback source: the Internet
V
Verified Reviewer

«The Best Chat App Imimented Easily»

Usability

Support

Features

5

Overall rating

Benefits:

It's UI is incredible, super easy to use but with all of the features you would expect and more!

Drawbacks:

I'd like the bot to be more programmable so that it can respond to common questions from customers automatically.

In sum:

Brilliant so far, we're taking it one step at a time but plan to rolls this out across all of our sites.

July 31, 2021
Feedback source: the Internet
S
Sanchayeeta S.

«Decent software»

Usability

Support

Features

4

Overall rating

Benefits:

You can use this software for your in house customer support team. The upgrade version has better features which I feel more convenient

Drawbacks:

There were a few issues in the normal version which is resolved in the upgraded mode

In sum:

It is a decent platform to be used for your support team.

July 26, 2021
Feedback source: the Internet
Darien C.

«Freshchat is a quality chat application with a confusing backend UI and an impossible login system»

Usability

Support

Features

3

Overall rating

Benefits:

Once I managed to create an account, Freshchat was easy enough to setup and offered a lot of customizable features as well as the ability to add up to 10 users - all for free - which made it a useful application for our non-profit. Their API was also very well documented, allowing for custom code to be run to allow for certain things like triggering the chat via URL redirect, all of which was beneficial for a season.

Drawbacks:

The initial setup of freshchat - namely creating an account - was nigh impossible, and extremely confusing. Freshchat offers deep integrations with Freshworks suite of products, but for someone not looking to use their other products, it became a nightmare to start. Creating an account meant creating an account with Freshdesk and a couple other products of theirs, then it only would let me login to the admin panel of my overall Freshworks account (which doesn't allow for access to Freshchat), and then when I finally found the correct login page for Freshchat, their gmail login system would consistently fail and lock me out. In initial setup, I probably spent numerous hours trying to create a freshchat account, and ended up with two or three different accounts - most of which I abandoned because they wouldn't allow me to remove the extra Freshworks products I did not want. As well, basic features such as chatbots & email responses to chats were all locked behind a paywall - with a trial that failed to explain their use - and a customer service team that barraged me with numerous phone calls & emails asking me to upgrade from their free tier, even after I said I wasn't interested. Lastly, and perhaps this is user error, but freshchat failed to generate any sort of leads on our website; apart from occasional use, no one used the chat features - which changed the second we switched providers

In sum:

Freshchat is a quality chat program that can be difficult to setup and lacks the design quality of other competing brands

July 26, 2021
Feedback source: the Internet
I
Ines R.

«great and simple tool»

Usability

Support

Features

3

Overall rating

Benefits:

The tool is pretty simple and easy to understand

Drawbacks:

I found a couple of issues and I had some questions but i didn't get any answer from customer support. I would display and arrange the chats windows in a different way for operators Is not clear the difference between visitors and prospects. Some typical help messages on the sections could help a lot. I would offer to users the chance to close the chat because some times is really annoying

In sum:

I found a couple of issues and I had some questions but i didn't get any answer from customer support. The tool is pretty simple and easy to understand I would display and arrange the chats windows in a different way for operators Is not clear the difference between visitors and prospects. Some typical help messages on the sections could help a lot. I would offer to users the chance to close the chat because some times is really annoying

July 25, 2021
Feedback source: the Internet
Tristan B.

«easy to set up and integrate with our Freshdesk»

Usability

Support

Features

4

Overall rating

Benefits:

Easy to set up and add extra users and rules. Where I can add office hours that forward to email, allows me to leave it on all day. The email sending with the threaded conversation and forwarding a ticket to freshdesk is a plus

July 24, 2021
Feedback source: the Internet