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Freshchat
Make chat easy for digital customers and delight them with support on channels they love with conversational experiences
Reviews (502)
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?
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?
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.