Freshchat Reviews in 2023: Alternatives, Pricing, Reviews - SSR

Geared toward SMBs and enterprises, Freshchat is an omnichannel conversational engagement solution with no-code, easy-to-build chatbots and AI-powered messaging.

Freshchat is a cloud-based contextual conversational engagement solution that sales, marketing, and support teams can use to communicate with customers and website visitors. 

Freshchat can be connected to different messaging apps, including but not limited to WhatsApp, Instagram, Facebook Messenger, and LINE. This provides customers with an omnichannel experience, making it easier for them to reach out to your team with queries. You can also use Freshchat's SDK to embed live-chat support. 

A noteworthy feature is all agents can use a single inbox to manage and reply to conversations, irrespective of the channel used. They can assign priority to specific messages, collaborate with other team members, and even localize the inbox to a language they are comfortable with. 

Creating a chatbot using Freshchat is a simple process requiring no coding expertise. Using the chatbot builder, you can either use the readymade bot templates or design your own conversational flows for various use cases, set up APIs that trigger your bot, and program it to speak in your customers' preferred language. Freshchat also allows you to customize the appearance of your chatbot widget by changing its shape, colour, and size.

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Another nice feature of Freshchat is the option to create targeted, personalized, feature-rich messages through campaigns to engage with your customers or provide them with important information. For instance, Delivery Hero used the Campaign feature to notify riders about delays, in turn, reducing incoming queries to support. 

Freshchat's real-time dashboard provides a visual summary of key metrics like response rates, resolution rates, CSAT ratings, and chat volume. You can also track your team's performance through productivity metrics, conversation trends, and other valuable statistics.   

Some additional features that Freshchat provides include multilingual support in over 33+ languages, in-built FAQs, pre-defined responses, live translation, visitor intel, and auto assignment of conversations to agents based on factors like skill level and the number of active conversations.

Freshchat is a pure conversational engagement solution best suited for support teams. It does not offer other product engagement features like product tours, in-product surveys, etc. If that's what you're looking for, then Freshchat might not be the right fit.

Freshchat is used by over 50,000+ companies including Klarna, Blue Nile, Dunzo, Harvey Norman, MakeMyTrip, and Travix.

• Messaging channels: Freshchat can be used to connect with a wide range of messaging applications, including but not limited to WhatsApp, Facebook Messenger, and Instagram. 
• Chatbots: Create intent-driven chatbots using the no-code builder, design conversational flows, and measure your bot's performance to boost efficiency. 
• Team Inbox: This feature allows your team to manage and reply to conversations from a single workspace, irrespective of the channel. 
• Journeys: Set up personalized workflows to engage with your customers and website visitors throughout their lifecycle using messages, images, videos, and GIFs. 

Freshchat also has other noteworthy features like an SDK to enable live-chat support, pre-defined responses, visitor intel, a real-time dashboard, and performance reports.

Freshchat integrates with a range of communication platforms, collaboration, and e-commerce tools. These include but are not limited to WhatsApp Business, Instagram, Facebook Messenger, Google Business Messages, LINE, Apple Business Chat, Shopify, Salesforce, Skype, and Teamviewer.

Freshchat has 4 pricing plans. When billed annually, they cost as follows:

• Free: This plan is free of charge for up to 100 agents and is limited to 100 campaign contacts and 10K unique visitors per month (MUV). 
• Growth: At $15 per month, the Growth plan provides up to 2000 free bot sessions, 500 campaign contacts, 100K monthly unique visitors, a priority inbox, and a basic analytics dashboard. 
• Pro: For $39 per month, the Pro plan comes with all the features of Growth plus added functionality like advanced automation, performance reports, 3000 free bot sessions, and 200K MUV.  ‍
• Enterprise: For $69, the Enterprise plan is Freshteam’s most premium offering, providing users with access to all features in previous plans with the addition of advanced customizations, up to 5000 free bot sessions, and 400K MUV.

Freshchat is best suited for SMBs and enterprises in the retail, e-commerce, travel and hospitality, financial services, and education space.

Freshchat is cloud-based which makes it fairly easy to implement. To get started, you can sign up for an account on their website and begin a free 21-day trial. Once your account is created, you may start building your chatbot and designing conversational flows. At the end of the trial period, you can either stay on the free plan or purchase one if you’re interested in their paid offerings.

Freshchat has a help center for customers to self-serve. It also offers 24/5 chat and email support options at no additional cost. Enterprise plan customers are assigned a dedicated account manager to ensure they use the system successfully.

It all started in 2010 in India when cofounders Girish Mathrubootham and Shan Krishnasamy began working on Freshdesk, a comprehensive customer service software, and officially incorporated their company. Since then, the company has released other award-winning business solutions, including Freshservice, Freshsales, Freshteam, and Freshmarketer. Freshworks went public in 2021, trading on the Nasdaq Global Select Market, and is now headquartered in California.