Freshchat Review 2024: Everything you need to know

13 Min Read

Written by

Sanjay

Published on

April 18, 2023

With the use of a cloud-based customer messaging platform called Freshchat, businesses can communicate with customers in real-time via a variety of platforms, including mobile messaging, social media, and website chat. The platform provides a number of capabilities, such as chatbots, pre-written responses, and comprehensive analytics, to expedite customer assistance. Along with Freshdesk, Freshsales, and Freshservice, it is a component of the Freshworks suite of customer relationship management (CRM) software.  It provides several integrations with other Freshworks products and is simple to use. It is not the most inexpensive product available, though, and its chatbot might use some work.

By combining artificial and human intelligence across message channels, it provides seamless customer care for the client who is accustomed to using digital devices. As the globe shifts to contactless services, consumers anticipate individualised, on-demand assistance through recognisable, easily available channels. Here’s where companies employ a combination of automation and Freshchat’s robust messaging platform to serve their clients across several digital channels.

What is Freshchat?

Freshchat is a live chat software that helps businesses communicate with customers in real time. It has features like Intelligent chat routing, Priority inbox, Co-browsing and Tailored bots. Freshchat is designed for sales and customer engagement teams. It can be used on websites, mobile apps, and social media. Freshchat has built-in AI capabilities. It can be used to offer customer service on channels like WhatsApp, Apple Business Chat, Facebook Messenger, Websites, and Mobile apps. It can be integrated with Freshsales CRM. This allows sales reps to chat with leads directly from the sales CRM.

Who is the founder of Freshchat?

Freshworks was founded in 2010 by Girish Mathrubootham and Shan Krishnasamy.

Rating Of Freshchat

Freshchat is rated 4.5/5 by users worldwide

Pricing Of Freshchat

A free plan with 100 agents and 10,000 unique visitors who can communicate through your chat is offered by Freshchat. The Forest plan of Freshchat is required if you wish to use a chatbot with it. For $69 per agent each month, the Forest Plan offers 5,000 “Freddy sessions”—chatbot conversations—as well as channels (WhatsApp and Facebook Messenger) and chatbot analytics.

If you feel that these 5000 chatbot talks are insufficient, you can purchase additional Freddy sessions for $100 for every 1000 sessions. An additional $49 per month is required if you wish to use WhatsApp as a channel. Every plan has a complimentary 21-day trial period.

What Kind of chatbot elements Freshchat has?

Various features and functionalities are available to enhance the user experience and streamline conversations

  1. Images: Landbot chatbots can share images to provide users with visual information, making it easier for users to understand and engage with the content.
  2. Emojis: Landbot chatbots can interpret and respond to emojis, adding emotional context to conversations and making them more engaging.
  3. Quick Replies: Quick reply buttons empower Landbot chatbot users to choose from predefined responses or options, simplifying conversations and decision-making.
  4. Buttons: Clickable buttons allow Landbot chatbot users to make selections, initiate actions, and navigate through choices within the chat interface.
  5. Free Text Input: Landbot chatbots can accept free-form text input from users, enabling natural language conversations and allowing users to ask questions and provide information.
  6. Email Validation and Phone Number Validation: Landbot chatbots can incorporate features for validating email addresses and phone numbers, ensuring the accuracy of user-provided contact information.

How does Freshchat work?

Freshchat works in the following way:

  • A consumer sees the Freshchat chat widget when they visit a business’s website or mobile application.
  • To start a chat conversation, the customer clicks on the chat widget.
  • Depending on the customer’s question and the agent’s availability, Freshchat assigns the chat conversation to the right agent.
  • Through the Freshchat chat interface, the agent and the customer can have real-time conversations.
  • The customer’s question can be assisted by the agent using Freshchat’s features, which include co-browsing, file sharing, canned responses, and chat transcripts.
  • The agent might conclude the chat session after answering the customer’s question.

What are the benefits of Freshchat?

Superior integration with Freshworks suite of products and 3rd party apps

Within the Freshworks range of corporate software, Freshchat provides a native connection with a number of other products, including help desk, marketing, and sales automation software. Additionally, you will have access to a marketplace that offers over a thousand apps to assist you in enhancing your engagement or integrating your current tools.

Transparent pricing, no hidden costs

With its feature-rich bots and robust integrations powered by artificial intelligence, Freshchat is a feature-rich business chat product that caters to all types of organisations and comes in different pricing tiers. We provide clear, personalised pricing plans that have no additional fees. You may thus get your hands on the newest things, regardless of your budget.

Faster implementation and 24×7 support

To assist you in implementing Freshchat in a manner that best meets your objectives, Freshchat provides 30 hours of free consultation. Freshchat offers 24×7 support. You can reach out to us with any issue, and someone from our support team will be with you right away.

Features of Freshchat

  • Freshchat has high response rates and high CSAT which makes messaging better than email or phone. Freshchat also connects with any messaging app and manages conversations from one inbox.
  • It has messaging bots that focus on delighting your customers allowing to become your customer support team’s perfect ally.
  • It actively engages your visitors and customers throughout their journeys.
  • It gives the customers to choose from 33+ languages to customize your messenger in the language of your choice.
  • With the Freshchat SDK, the chat screen gives your customers a native messaging experience on your own mobile app.
  • It connects all your favourite tools to get all context in one place.
  • It uses one single Inbox to access customer intel, 3rd party apps to quickly resolve incoming conversations
  • It replies to your customers in their language in real time using live translation.
  • It can perform actions for multiple conversations and team members at once — like resolve, add, edit, delete etc.
  • It also creates advanced rules with user properties, topics, time of the day, and message text, and maps team members or groups to it.
  • It assigns roles to team members and customizes permissions based on their roles.

How easy is the user interface of Freshchat?

Most people agree that Freshchat’s user interface is incredibly simple to use and navigate. Even for those who are unfamiliar with customer support software, it is made to be simple to use. A comprehensive summary of all ongoing and open chat conversations is available on the Freshchat dashboard, together with important data like the volume of chats, response times, and customer satisfaction. Agents may quickly find the information they need by filtering and sorting chat chats with ease. Another very user-friendly chat interface is Freshchat. Sending and receiving messages, attaching files, and viewing the customer’s history are all simple for agents. Additionally, Freshchat provides a range of tools, like chat transfers, chat macros, and prefabricated responses, to assist agents in managing chat interactions more skillfully.

Pros Of Freshchat

Among Freshchat’s pros are:

  • According to some, it is well-designed and simple to use.
  • From a PC or a mobile device, you can control live chat discussions.
  • Supervisors are able to monitor and document the effectiveness and calibre of agents.
  • Facebook and WhatsApp are two platforms with which Freshchat is integrated.
  • Freshchat functions as a sales bot and may be connected to websites.
  • Analytics and reporting are provided by Freshchat.
  • A history of conversations is maintained by Freshchat.

Cons of Freshchat

  • It does not have a spelling checker
  • It is confusing to manage multiple accounts
  • It does not have any video communication features
  • It supports Minimal agent engagement
  • Some features are only available at the highest pricing tier
  • It has a Slow automated system
  • It does not have easy-to-set-up logical functions
  • The notifications system needs improvement.
  • Bot is laggy and unresponsive

How is the Customer support of Freshchat

Freshchat’s customer support is generally regarded good. They offer several avenues for assistance and support, including:

  1. Email Support: it typically provides email support for users to submit inquiries, issues, or requests for assistance. They usually respond to emails within a reasonable timeframe.
  2. Live Chat: Freshchat offers a live chat feature on their website. Users can initiate real-time conversations with support agents to get immediate help with their questions or problems.
  3. Knowledge Base: Freshchat usually maintains a knowledge base or FAQ section on its website. This resource contains articles, guides, and frequently asked questions to help users find answers to common queries independently.
  4. Phone Support: Depending on the subscription plan or service level, Freshchat offers phone support for more urgent or complex matters.

Available Integration Options in Freshchat

Freshchat has integrations with many popular messaging apps, including:

  • WhatsApp Business
  • Instagram
  • Facebook Messenger
  • LINE
  • Apple Business Chat
  • Google Business Messages

Freshchat also integrates with Email, Freshdesk, Freshsales, and Shopify.

Is it safe to use Freshchat?

All Freshdesk plans include SSL encryption to keep your data safe. The product is built on multi-tenant cloud architecture and every customer’s data is logically segregated with a unique tenant ID so that one customer cannot access another customer’s data.

Is Freshchat free or paid?

The Freshchat plan is free. There are no limits on contacts and 100 agents with the free plan.

The four premium programmes offered by Freshchat are Free, Growth, Pro, and Enterprise.

Subscription plans begin at $15 a month. For paid programmes, there is a 21-day free trial available. You have two options after the trial period: upgrade to a paid plan or revert to the free plan.

A programme called Freshchat offers marketing analytics capabilities in addition to live chat. It costs about the same as Pure Chat and Live Agent.

How to get started with Freshchat?

To get started with Freshchat, you can:

  • Invite agents
  • Configure roles
  • Set up permissions
  • Create a conversation
  • Embed the widget

Here are some steps to get started with Freshchat:

  • Sign up for free
  • Provide your information
  • Select an appearance
  • Customize how your messages will look
  • Upload a logo
  • Select your brand’s colour

You can also:

  • Create a conversation
  • Embed the widget
  • Install the Freshchat widget on your website, in-app, support portal
  • Install Freshchat on your mobile SDK
  • Customize Freshchat
  • Set up your Freshdesk – Freshchat integration

Alternative Of Freshchat

  1. Chatbot.team: Chatbot.team stands as a versatile chatbot development platform, empowering businesses to create and deploy chatbots for various purposes. It offers features such as natural language processing, conversation design, and seamless integration with popular messaging platforms, making it a valuable choice for automating customer interactions and enhancing user engagement.
  2. Tars (formerly known as Hellotars): Tars is a comprehensive conversational landing page platform that provides invaluable assistance to businesses in crafting chatbots for a wide spectrum of use cases. It offers a user-friendly chatbot builder and a diverse array of integrations, seamlessly connecting with essential tools and services.
  3. Gupshup: Gupshup emerges as a robust messaging platform, offering chatbot development and messaging solutions. It simplifies the chatbot creation process for websites, SMS, and messaging apps. Gupshup’s platform encompasses a rich assortment of development tools and pre-built templates.
  4. Flow XO: Flow XO is a versatile chatbot and workflow automation platform that empowers users to craft chatbots and automate tasks across various messaging platforms. It boasts an intuitive visual interface for chatbot construction and easily integrates with third-party services, making it a compelling choice for businesses.
  5. Chatfuel: Chatfuel is a dedicated chatbot development platform tailored primarily for the creation of Facebook Messenger chatbots. It offers an intuitive chatbot builder and streamlines the integration of various plugins and services, simplifying the chatbot development process.

Why use chatbot.team?

Chatbot.team delivers substantial value to businesses looking to harness the potential of chatbots. This value is evident for the following compelling reasons:

  1. Intuitive User Interface: Chatbot.team is equipped with a user-friendly interface, ensuring that users of all technical backgrounds can effortlessly navigate and utilise the platform.
  2. Customised Solutions: The platform provides the flexibility to tailor chatbots precisely to your business requirements, whether your goal is to manage customer inquiries, boost lead generation, or enhance customer support.
  3. Wide Accessibility: Chatbots seamlessly operate on websites and popular messaging applications, ensuring your audience can engage with your business across their preferred channels while enjoying a consistent and hassle-free experience.
  4. Continuous Enhancement: Chatbots are dynamic entities that evolve over time, resulting in improved interactions with customers and more meaningful and efficient engagement.
  5. Cost-Efficiency: Chatbot.team offers pricing plans designed to accommodate businesses of all sizes, making chatbot technology accessible without straining your budget.
  6. Versatile Applications: The platform’s versatility extends to a multitude of tasks, from addressing customer inquiries and resolving issues to driving lead generation and delivering real-time support.
  7. Rapid Responsiveness: Chatbots excel at real-time communication, ensuring swift responses and immediate user support. This not only enhances user satisfaction but also elevates the effectiveness of customer service.
  8. Scalability: As your business expands, Chatbot.team seamlessly adapts to your growth, allowing you to introduce new chatbots and features.
  9. Seamless Integration: The platform smoothly integrates with a variety of tools and software used by your business, ensuring a smooth and well-coordinated workflow.
  10. Responsive Customer Support: In cases where queries or challenges arise, Chatbot.team offers responsive customer support, delivering guidance and solutions to help you fully unlock the platform’s potential.

Freshchat vs chatbot.team

Freshchat and Chatbot.team are two chatbot development platforms, each with its own set of features, pricing, and focus.

Freshchat:

  1. User-Friendly Interface: Freshchat is renowned for its user-friendly interface, catering to individuals with varying technical backgrounds.
  2. Customization: Users have the flexibility to personalise numerous aspects of their chatbots, such as appearance, behaviour, and conversation flows.
  3. AI and NLP Capabilities: Freshchat incorporates artificial intelligence and natural language processing to elevate chatbot intelligence and understanding.
  4. Integration: Freshchat supports integration with a variety of messaging platforms and websites.
  5. Pricing Plans: Freshchat offers diverse pricing plans tailored to usage, with costs varying based on the selected features and capabilities.

Chatbot.team:

  1. Intuitive User Interface: Chatbot.team provides an intuitive interface, ensuring easy navigation for users with varying technical proficiencies.
  2. Customised Solutions: The platform offers flexibility in crafting chatbots to meet specific business requirements.
  3. Wide Accessibility: Chatbot.team’s chatbots seamlessly operate on websites and popular messaging applications, delivering a consistent and user-friendly experience.
  4. Cost-Efficiency: The platform’s pricing plans are designed to accommodate businesses of all sizes, ensuring accessibility without breaking the budget.
  5. Continuous Enhancement: Chatbot.team’s chatbots evolve over time to enhance user interactions continually.
  6. Versatile Applications: Chatbot.team’s chatbots are suitable for a broad spectrum of tasks, from handling customer inquiries to driving lead generation and providing support.
  7. Responsive Customer Support: In cases of queries or challenges, Chatbot.team offers responsive customer support to guide and assist users.

Conclusion

Easy-to-use visual flow builder, integrated live chat, multilingual chatbot translation, AI built in, four channel support, and sophisticated chatbot analytics are all features of Freshchat.

However, Freshchat also has a few shortcomings:

  • restricted opportunities for marketing
  • Conditions cannot be used in chatbot flows.
  • Very few chatbot components

Frequently Asked Questions

Freshchat is a live chat software that helps businesses communicate with customers in real time. It has features like Intelligent chat routing, Priority inbox, Co-browsing and Tailored bots. Freshchat is designed for sales and customer engagement teams. It can be used on websites, mobile apps, and social media. Freshchat has built-in AI capabilities. It can be used to offer customer service on channels like WhatsApp, Apple Business Chat, Facebook Messenger, Websites, and Mobile apps. It can be integrated with Freshsales CRM. This allows sales reps to chat with leads directly from the sales CRM.

Freshchat is a messaging software that helps sales and customer engagement teams communicate with customers. It can be used on websites, mobile apps, and social media.

Yes, Freshchat has a free plan but with limited features.

It does not have a spelling checker It is confusing to manage multiple accounts It does not have any video communication features It supports Minimal agent engagement Some features are only available at the highest pricing tier It has a Slow automated system

About Author

Sanjay

Sanjay

Content Marketing Strategist at Chatbot.team

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