Freshdesk Messaging (Formerly 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 2
ISO 27001Starts from $19 / agent / month when yearly, also offers free forever plan
Overview
Pricing
Features
Buyer feedback
Alternatives
Media
Security & Compliance
Support
FAQ
Blogs
Spotsaas Analysis for Freshdesk Messaging (Formerly Freshchat)
Freshdesk Messaging (Formerly Freshchat) is a live chat software solution primarily used by customer service agents and support managers in small to medium businesses. With a rating of 4.4/5 from 263 reviews, it is broadly validated by users for its effectiveness in enhancing customer interactions.
The platform is praised for its easy-to-use interface, which simplifies navigation even for non-technical users, and its smooth integration with CRM systems, which enhances customer relationship management. However, a limitation is the limited Marketplace options for additional apps and connectors, which could restrict advanced functionality for some users.
Quick facts about Freshdesk Messaging (Formerly Freshchat)
What is Freshdesk Messaging (Formerly Freshchat)?
Introducing Freshdesk Messaging, formerly known as Freshchat, the ultimate solution for modern messaging needs. This software is designed to make customer service effortless for the digital-first customer, with live chat capabilities and a variety of messaging channels. With Smarter Conversations and Self-service options, customers can easily resolve queries on first and third party platforms. Engage your customers with the best-in-class AI chatbots, available in 33+ languages to cater to global users. Gain valuable insights and improve productivity with real-time reports, all while automating business workflows. Experience the power of customized messaging in your preferred language with Freshdesk Messaging.
Pricing
Starts from $19 / agent / month when yearly
Free Trial available
Best For
Suited for solo users, small teams, SMBs, and enterprise
Security & Compliance
SOC 2GDPRISO 27001SSO & MFA supported
Data residency:🇺🇸
Platform
Web + mobile app (iOS & Android)
Freshdesk Messaging (Formerly Freshchat) Software Demo
Freshdesk Messaging (Formerly 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 Freshdesk Messaging (Formerly 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
- Flexible and configurable
- Setup complexity
- Medium
Why teams choose Freshdesk Messaging (Formerly Freshchat)
Easy to use interface accessible to non-technical users
Seamless CRM integration for managing customer interactions
Combination of live chat, AI bot support, and self-service for scalable support
Is Freshdesk Messaging (Formerly Freshchat) right for you?
Best for small to medium businesses needing easy, CRM-integrated live chat support.
Choose Freshdesk Messaging (Formerly Freshchat) if
- You want a user-friendly live chat platform accessible to non-technical agents.
- Your team requires seamless CRM integration to manage customer interactions efficiently.
- You need a scalable support solution combining live chat, AI bots, and self-service.
Consider alternatives if
- Your organization depends on extensive third-party app integrations beyond the limited marketplace.
- You lack dedicated support resources to manage the platform’s complex features and onboarding.
What buyers should know before shortlisting Freshdesk Messaging (Formerly Freshchat)
Freshchat is consistently praised for its ease of use and seamless integration with CRM systems, making it a convenient platform for providing top-notch customer service. Users appreciate the real-time chat assistance and innovative user interface that enhances customer satisfaction.
The platform's combination of live chat functionality, AI bot support, and self-service solutions simplifies the process of delivering scalable, omnichannel support to clients. Furthermore, features like creating tickets directly from chat conversations and canned response tools save valuable time for users.
The platform's user-friendly design and efficient ticket creation process are highlighted as strengths. While some users have mentioned minor issues with pre and post onboarding support, the overall consensus is overwhelmingly positive about Freshchat's performance and capabilities.
In summary, Freshchat stands out as a reliable and efficient solution for businesses seeking to enhance customer interactions and streamline support operations.
Freshdesk Messaging (Formerly Freshchat) pros and cons
- Freshdesk Messaging (Formerly Freshchat) pros
Easy to use interface accessible to non-technical users
Seamless CRM integration for managing customer interactions
Combination of live chat, AI bot support, and self-service for scalable support
- Freshdesk Messaging (Formerly Freshchat) cons
Limited marketplace options for additional apps and connectors
Feature richness and customization complexity can overwhelm new users
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Start your free trial — no credit card required.
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Compare Freshdesk Messaging (Formerly Freshchat) side-by-side with top Live Chat Software alternatives.
What is the pricing of Freshdesk Messaging (Formerly Freshchat)?
Freshdesk Messaging (Formerly Freshchat) Pricing Plans
Free
Free
Free forever up to 10 agents
Chat widget on website and mobile apps
Team inbox
Email
Role-based access control
Show more +
Growth
$23
/agent/month
Chat widget on the website and mobile apps
Team inbox
E-mail
Social media messaging apps
Text messages; messaging apps and digital channels
Show more +
Pro
$59
/agent/month
Chat widget on the website and mobile apps
Team inbox
E-mail
Social media messaging apps
Text messages; messaging apps and digital channels
Show more +
Enterprise
$95
/agent/month,
Chat widget on the website and mobile apps
Team inbox
E-mail
Social media messaging apps
Text messages; messaging apps and digital channels
Show more +
Freshdesk Messaging (Formerly Freshchat) reviews and ratings
Buyer sentiment
Users generally praise Freshdesk Messaging for its ease of use, CRM integration, and effective omnichannel support, though some find its feature set complex and marketplace limited.
What buyers like
- Ease of use
- CRM integration
- Omnichannel communication
Common complaints
- Limited app marketplace
- Complexity for new users
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
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
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
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- A demo or quick answers, your call
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What are the features of Freshdesk Messaging (Formerly 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…
Freshdesk Messaging (Formerly Freshchat) security and data handling
Key compliance certifications and security features for IT and security teams evaluating Freshdesk Messaging (Formerly Freshchat).
Certifications
Security features
Developer & data
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Freshdesk Messaging (Formerly Freshchat) Support Options
Frequently Asked Questions About Freshdesk Messaging (Formerly Freshchat)
Common questions buyers ask before choosing Freshdesk Messaging (Formerly Freshchat).
Freshdesk Messaging (Formerly Freshchat) is a Live Chat Software. Freshdesk Messaging (Formerly Freshchat) offers Visitor Targeting, Transfers, Shortcut Messages, Persistent Chat, Offline Form and many more functionalities.
Freshdesk Messaging (Formerly Freshchat) is a strong fit if: You want a user-friendly live chat platform accessible to non-technical agents.; Your team requires seamless CRM integration to manage customer interactions efficiently.. Consider alternatives if: Your organization depends on extensive third-party app integrations beyond the limited marketplace.; You lack dedicated support resources to manage the platform’s complex features and onboarding..
Buyers commonly note the following limitations of Freshdesk Messaging (Formerly Freshchat): Limited marketplace options for additional apps and connectors; Feature richness and customization complexity can overwhelm new users; Potential need for adequate support or guidance during onboarding.
Some top alternatives to Freshdesk Messaging (Formerly Freshchat) includes ZoomInfo Chat, ClickDesk, LiveAgent, LiveChat and Tiledesk.
Freshdesk Messaging (Formerly Freshchat) offers Free Trial, Freemium, Subscription pricing models
The starting price of Freshdesk Messaging (Formerly Freshchat) is $19/agent/month when yearly
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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].