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Freshchat Review

starting price Free
our score 92%
free trial
  1. What is Freshchat
  2. Product Quality Score
  3. Main Features
  4. List of Benefits
  5. Awards Section
  6. Technical Specifications
  7. Available Integrations
  8. Customer Support
  9. Pricing Plans
  10. Other Popular Software Reviews

What is Freshchat?

Freshchat is a modern messaging solution that delivers effortless customer service for the digital-first customer by bringing together artificial and human intelligence across messaging channels. It is available across first and third-party messaging platforms, including web, mobile, in-app, WhatsApp, Apple Business Chat, and Facebook Messenger. Plus, it deploys AI-powered chatbots in the front lines to guide customers to resolve their queries - from informational to transactional. Freshchat reduces the cost of providing support by switching to messaging and scaling customer service without linearly scaling team size. With the world moving towards contactless service, customers expect on-demand, personalized support on familiar and easily accessible channels. This is where businesses use Freshchat's powerful messaging platform to service their customers on various digital channels using a blend of automation and human assistance.

Product Quality Score

Ease of use
Customer support
Value for money

Freshchat features

Main features of Freshchat are:

  • Chatbot Builder
  • Chatbot Analytics
  • Multilingual Bots
  • Unified Inbox
  • Free Bot Sessions
  • Rich Messaging APIs
  • Hyper-targeted rich media campaigns
  • Intelligent load balancing
  • Auto-routing
  • Assignment Rules
  • AI-powered Chatbots
  • Custom CSS and JS
  • Monthly Unique Visitors
  • API connector
  • Integrations via the app marketplace
  • Conversation APIs
  • Auto-Resolve
  • User Events Tracking
  • Triggered and Targeted Messages
  • Advanced Dashboard
  • Extensive Data APIs
  • IntelliAssign

Freshchat Benefits


The main benefits of Freshchat are messaging solutions, productivity tools, and actionable analytics.

Optimized Customer Engagement

Freshchat allows companies to engage customers as quickly as possible. With its best-in-class AI chatbots, you can immediately respond to their queries, perform conversational marketing, and enhance engagement rates overall. As these chatbots provide contextual support and agent handovers, you can also facilitate resolution times and help live agents focus only on attention-demanding inquiries rather than basic, repetitive questions.

The platform also has a proactive messaging and campaign feature that can help influence the decision-making process of customers. What this does is allow you to anticipate customer actions and suggest them as inquiries through the messaging tool. This way, you can target and trigger at the right moments throughout their browsing process. In turn, this can help you educate your customers about what you have to offer as well as sustain customer engagement for longer.

Better Resolution Time

Freshchat’s AI-powered chatbots are not only there to sustain engagement. It also enables you to resolve customer concerns more efficiently. These chatbots can instantly generate relevant answers to customer queries using custom chatflows that you have provided based on commonly asked questions. With this, you can significantly reduce average handle times and also improve the speed of resolutions.

What makes this particular platform great is that it can be used for various customer touchpoints, including WhatsApp, LINE, Facebook Messenger, Apple Business Chat, Mobile websites, and sites on the web and on mobile. It also has load balancing and auto-routing capabilities which makes it easy for your support team to process requests quickly and accurately.

Lastly, Freshchat’s chatbots can be designed using the platform’s powerful no-code builder. This way, you don’t have to worry about complicated programming processes in order to create a chatbot for your site.

Consistent Customer Experiences

Freshchat is on AWS, allowing it to provide flexible service. Meaning, customers can access your digital support options at any time on any channel of their preference. With this consistent level of service, customers are assured that they can receive the best support for every request. The platform also complies with industry standards and regulations to ensure high-quality service. These include ISO 27001, AICPA SOC 2, EU GDPR, and CCPA.

Gain Actionable Operational Insights

As Freshchat uses AI and machine learning, it not only optimizes your processes but also collects valuable customer data on the way. It can measure your support team’s performance, track important operational metrics, as well as analyze customer behavior which helps you in improving your customer service process in the long run.

Awards Section

Great User Experience Award
Rising Star 2020 Award
In our Freshchat reviews the software has been distinguished with our:
- Great User Experience Award
- Rising Star Award

Technical Specifications

Devices Supported

  • Web-based
  • iOS
  • Android
  • Desktop

Customer types

  • Small business
  • Medium business
  • Enterprise

Support Types

  • Phone
  • Online

Freshchat Integrations

The following Freshchat integrations are currently offered by the vendor:

Freshchat can integrate with various communication channels as well as third-party software for CRM, sales, and marketing. These integrations include:

  • Freshdesk
  • Facebook Messenger
  • Salesforce
  • WordPress
  • Zendesk

Customer Support


Pricing Plans

Freshchat pricing is available in the following plans:

Free trial