Freshchat Reviews

What do you like best about Freshchat?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 Freshchat?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 Freshchat 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.

What do you like best about FreshChat?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 FreshChat?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 FreshChat 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.

What do you like best about FreshChat?AI Freddy is genuinely helpful, and configuring the botflow to match our requirements is straightforward. The product consultation has also been very helpful in guiding us and making sure we set things up the way we need.What do you dislike about FreshChat?Improvement is needed on the analytics front; it currently feels very limited and overly complicated.What problems is FreshChat solving and how is that benefiting you?Handling customer concerns/queires

What do you like best about FreshChat?Freshworks is always winning on IT platforms provision from SAP and Microsoft - I rank it No.3. What do you dislike about FreshChat?Freshchat is one of the tools that I implemented during C-19. Recommendations to others considering FreshChat?It enables me to engage with customers via a wide array of channels such as iMessage and social channels.What problems is FreshChat solving and how is that benefiting you?Freshchat has a free trial but it lacks freemium version.

What do you like best about FreshChat?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 interactionsWhat do you dislike about FreshChat?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 teamsWhat problems is FreshChat 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?”).

What do you like best about FreshChat?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 FreshChat?Freshchat needs work more on AI as Freddy AI is a very basic tool and needs more automation.What problems is FreshChat 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.

What do you like best about FreshChat?Very easy to use and also very accurate and fastness of this makes me like it the most.What do you dislike about FreshChat?Sometimes misunderstands my request of difficult situations which makes the experience bad for me.What problems is FreshChat 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.

What do you like best about FreshChat?I like that Freshchat brings all learner queries into one place, making it easy to manage. What do you dislike about FreshChat?Its automation and chatbots save time by handling repetitive questions quickly and also the rating and review system which helps me improving my resolutions.Recommendations to others considering FreshChat?Till now nothing as such that I dislike yes the app can be better.What problems is FreshChat solving and how is that benefiting you?Freshchat is helping me manage and respond to learner queries in one place, reducing delays and confusion.

What do you like best about FreshChat?Unified inbox experience to manage conversations across digital channels.What do you dislike about FreshChat?none so far. i have not experience any negativeWhat problems is FreshChat solving and how is that benefiting you?Users can automate conversation routing in Freshchat, where you can assign conversations to individual team members or groups based on rules that you need to define.

What do you like best about FreshChat?Its easy to customise and creating bot flow is very easy.What do you dislike about FreshChat?Training AI is littlie difficult and understanding the reports is little confusing.What problems is FreshChat solving and how is that benefiting you?Its reduced a work load and provding a solution even after the business hours.