Freshchat Review: Is It The Right Live Chat Software For Your Team?
Best for SMB teams · Mid-market · Enterprise
Free Trial & Free Plan Available
GDPR
SOC 2Starts from $15 / User / Month when Billed Yearly, also offers free forever plan
Dunzo
Delivery Hero
klarna
Supr Daily
Musafir.comTrusted by teams including Dunzo
Overview
Pricing
Features
Buyer feedback
Alternatives
Customers
Media
Security & Compliance
Support
FAQ
Blogs
Spotsaas Analysis for Freshchat
Freshchat is a live chat software widely used by customer service agents and support managers in small to medium businesses. With a 4.5/5 rating from 191 reviews, it is broadly validated, indicating strong user satisfaction and reliability.
Freshchat excels with its user-friendly interface, making customer interactions smooth and efficient. Its easy integration with CRM systems and other tools enhances workflow, while real-time chat assistance and omnichannel support ensure comprehensive communication capabilities. However, users report occasional glitches that may disrupt system flow, which is a consideration for those relying on uninterrupted service.
Quick facts about Freshchat
What is Freshchat?
Freshchat is an intelligent messaging system designed for a digital audience. It enhances customer service with a seamless blend of human and AI-driven assistance along many different messaging platforms. Its top-notch chatbots help to boost customer interaction while allowing businesses to access metrics in real-time. Freshchat also supports 33 languages, enabling customers to customize the messenger in their chosen language. Additionally, reports can be created to automate workflows and maximize productivity. Get your contemporary conversational software solution today!
Pricing
Starts from $15 / User / Month when Billed Yearly
Free Trial available
Best For
Suited for solo users, small teams, SMBs, and enterprise
Security & Compliance
SOC 2GDPRSSO & MFA supported
Data residency:🇺🇸
Platform
Web + mobile app (iOS & Android)
Freshchat Software Demo
Freshchat was reviewed internally using user feedback, in-house testing, and market research to assess its performance, reliability, and user experience. Learn how we review products and our evaluation process.
Who should consider Freshchat
- Use cases
- Customer support teams, E-commerce businesses, SaaS companies
- Team types
- Customer service agents, Support managers
- Company size
- Small Business, Medium Business
- Workflow style
- Simple and streamlined
- Setup complexity
- Low
Why teams choose Freshchat
User-friendly and seamless interface for customer interactions
Easy integration with CRM and other communication tools
Real-time chat assistance with omnichannel support
Is Freshchat right for you?
Best for small to medium businesses needing easy, multilingual live chat support.
Choose Freshchat if
- You want a simple, user-friendly interface for customer and sales team interactions.
- Your business requires seamless integration with CRM and communication tools.
- You need AI-powered chatbots supporting 33 languages for global customer engagement.
Consider alternatives if
- Your company demands extensive custom app integrations beyond standard CRM tools.
- You require highly complex workflow automation for enterprise-scale operations.
What buyers should know before shortlisting Freshchat
Freshchat's main strength is its chat-to-ticket workflow and integration with Zoho's ecosystem. If you're already using Zoho CRM, Freshchat connects directly; if you're on Salesforce or HubSpot, you'll need middleware or manual syncing.
Test the specific CRM integration you need during your demo—don't assume it works out of the box. The platform has two concrete limitations to verify.
First, chatbot customization requires some technical setup; pre-built templates exist, but complex logic flows need developer time. Second, real-time reporting is limited to dashboards; exporting custom reports for analysis takes extra steps.
Check whether your team can work within these constraints before committing. Pricing scales with conversation volume and agent seats.
Confirm your expected monthly chat volume upfront—overage charges apply if you exceed your plan tier. Also verify whether your current helpdesk software can export conversation history; Freshchat's import process works best with structured data, and messy legacy exports may require manual cleanup.
Ask in your demo: Does the mobile agent app sync offline messages reliably? Can you set up custom fields for your ticket types?
Does your payment processor integrate for billing automation, or will you handle invoicing separately? These details matter more than feature count when deciding fit.
Freshchat pros and cons
- Freshchat pros
User-friendly and seamless interface for customer interactions
Easy integration with CRM and other communication tools
Real-time chat assistance with omnichannel support
- Freshchat cons
Occasional glitches disrupting system flow
Limited marketplace for additional apps and connectors
Ready to try it?
Get started with Freshchat
Start your free trial — no credit card required.
Still comparing?
See how it stacks up
Compare Freshchat side-by-side with top Live Chat Software alternatives.
What is the pricing of Freshchat?
Freshchat Pricing Plans
Free (Messaging)
Chatbots (Freddy)
Chatbot Analytics (Freddy)
Inbox Views
Topics
Groups
Show more +
Growth (Messaging)
Includes features of Free plan, plus
Up to 2000 bot sessions/month (Free)
Assignment Rules
Priority Inbox
Canned Responses
Show more +
Pro (Messaging)
Includes features of Growth plan, plus
Up to 3000 bot sessions/month (Free)
WhatsApp Business (Popular)
Apple Messages for Business
Auto-resolve
Show more +
Enterprise (Messaging)
Includes features of Pro plan, plus
Up to 5000 bot sessions/month (Free)
Allowed IPs
Allowed Domains
User Authentication(JWT)
Show more +
Freshchat reviews and ratings
Buyer sentiment
Overall positive sentiment highlights Freshchat's ease of use, integration capabilities, and real-time support, tempered by some concerns about glitches and interface speed.
What buyers like
- Ease of use
- Integration with CRM and tools
- Real-time chat and omnichannel support
Common complaints
- System glitches
- Interface performance issues
Are you using Freshchat?
What users are saying
AN
Azra N
06/19/24
"Easy to use"
What do you like best about FreshChat? very convenient to use and easy to access What do you dislike about FreshChat?
AN
Ace N
05/22/24
"Freshchat Review"
What do you like best about FreshChat? -Direcly integrated with CRM -Easy to use
JR
James R
02/20/24
"Helpful platform to increase customer experience."
What do you like best about Freshchat? Innovative user interface which helps in building customer satisfaction and to revert back on realtime which ...
Read more
SS
Suprit S
02/12/24
"Overall Experience with Freshchat."
What do you like best about Freshchat? It is good, fast, and smooth which meets the criteria of giving the solutions to issues of the customers via ...
Read more
MV
Mohan V
02/11/24
"Great features and easy tool"
What do you like best about Freshchat? Based on my time using the Freshchat platform, I’d say this tool is a relatively straightforward and convenient ...
Read more
BG
Bharath G
01/13/24
"Amazing platform to chat"
What do you like best about Freshchat? The real time chat assistance given by freshchat is simply superb and the interface is very simple to ...
Read more
- See if Freshchat fits your business
- Real pricing — no sales pressure
- A demo or quick answers, your call
Step 1 of 4
How big is your team?
We tailor recommendations to companies your size.
What are the features of Freshchat?
Some agents call in ill, while others are simply not working to their full potential. As a result, supervisors must be able to make quick de…
With just a click of a button, co-browsing allows you to see and interact with your customer's screen in real-time. Once given screen access…
A knowledge database is a database that is used to share and manage knowledge. It encourages knowledge accumulation, organization, and retri…
Customers can contact you using an offline form if your chat representatives aren't available 24/7. Ticketing for offline messages is create…
Persistent Chat is a live chat software communications idea that consists of standing, topic-based chatrooms with a focus on real-time messa…
You can use shortcuts to make commands that extend to pre-defined greetings, messages, or URLs. As an agent, shortcuts save time, but they s…
When conversing with clients, live chat software gives agents capabilities that make it easier to help one another. If they require assistan…
With customizable segments that are always up-to-date, visitor targeting is utilized to deliver the right content to exemplary visitors. Bus…
Freshchat security and data handling
Key compliance certifications and security features for IT and security teams evaluating Freshchat.
Certifications
Security features
Developer & data
Alternatives to Freshchat
Freshchat Customers
Dunzo
Delivery Hero
klarna
Supr Daily
Musafir.com
Travix
Blue Nile
MakeMyTrip
Iba Cosmetics
NuDebt
Freshchat Support Options
Frequently Asked Questions About Freshchat
Common questions buyers ask before choosing Freshchat.
Freshchat is a Live Chat Software. Freshchat offers Visitor Targeting, Transfers, Shortcut Messages, Persistent Chat, Offline Form and many more functionalities.
Freshchat is a strong fit if: You want a simple, user-friendly interface for customer and sales team interactions.; Your business requires seamless integration with CRM and communication tools.. Consider alternatives if: Your company demands extensive custom app integrations beyond standard CRM tools.; You require highly complex workflow automation for enterprise-scale operations..
Buyers commonly note the following limitations of Freshchat: Occasional glitches disrupting system flow; Limited marketplace for additional apps and connectors; Interface can be buggy and slow to refresh.
Some top alternatives to Freshchat includes ZoomInfo Chat, ClickDesk, LiveAgent, LiveChat and Tiledesk.
Freshchat offers Free Trial, Freemium, Subscription pricing models
The starting price of Freshchat is $15/User/Month when Billed Yearly
Free buyer scorecard
Evaluate Freshchat with the live chat software buyer scorecard
A weighted live chat software scorecard to assess Freshchat objectively and compare it against the alternatives.
- Weighted criteria you can edit
- Score vendors side-by-side
- Shareable with your buying committee
No file downloads on screen — we email it to you. One-click unsubscribe anytime.
Ready to try it?
Get started with Freshchat
Start your free trial — no credit card required.
About the reviewer
Rajat Gupta is the founder of Spotsaas. Over the past two years, he has reviewed 2,000+ tools across CRM, HR, AI, and finance — applying hands-on product research and a background in commerce and the CFA program to evaluate software through a business and ROI lens. His goal: help teams make software decisions they won't regret.
Disclaimer: This research has been collated from a variety of authoritative sources. We welcome your feedback at [email protected].
