# Freshchat Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Freshchat the right Live Chat solution for you? Explore 115 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/158117/Freshchat/reviews --- Freshchat 4.1 (115) [View alternatives](https://www.capterra.com/p/158117/Freshchat/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of Freshchat Ease of use 4.2 Customer Service 3.8 ## Pros and Cons in Reviews CW Casey W Office ManagerMedia Production, 2 - 10 employeesUsed the software for: 6-12 months. “The ability to communicate with customers through various channels (social media,mobile, web etc.) has made managing communication more efficient.“ October 10, 2024 Kate O CEOAlternative Dispute Resolution, 2 - 10 employeesUsed the software for: 1-2 years. “Also, it wouldn't integrate with ConvertKit.“ July 9, 2023 OW Okado W Marketing ManagerSemiconductors, 201 - 500 employeesUsed the software for: More than 2 years. “The conversation flows and strong language translation capabilities are a very valuable part of this chatbot for my department.“ September 19, 2025 Kate O CEOAlternative Dispute Resolution, 2 - 10 employeesUsed the software for: 1-2 years. “I could not figure out how to use or optimize it for my business.“ July 9, 2023 CO Carla O ManagerMedical Practice, 501 - 1,000 employeesUsed the software for: More than 2 years. “The check mark and double check mark to show when it is read is great as well.“ May 19, 2025 KP Karan P Business Development RepresentativeComputer Software, 51 - 200 employeesUsed the software for: 1-2 years. “The mobile experience is not as smooth as what their competitors offer.“ November 4, 2022 OW Okado W Marketing ManagerSemiconductors, 201 - 500 employeesUsed the software for: More than 2 years. “I easily respond even to non-english chats.“ September 19, 2025 Ravi K Senior Product ManagerApparel & Fashion, 51 - 200 employeesUsed the software for: 6-12 months. “Not easy to setup. But then this is needed for advanced usage of the tool which not everyone would require.“ September 23, 2022 ## Showing most helpful reviews Showing 1-25 of 115 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Arjun D. Programs Head Education Management Used the software for: 6-12 months ### "Cheap and easy to use chat function for small organisations " January 22, 2023 3.0 It's been fine. Customer support was poor Pros It has a very basic but good AI chat bot, covers most of the operational needs Cons The software does not provide a ticketing system, though their is an AI layer query management requires a desk Alternatives considered [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Reason for choosing Freshchat It was easy to use and we had a startup plan Switched from [Wati](https://www.capterra.com/p/204314/WATI/) Cheaper product Review Source JR Jayanth R. Project Manager Insurance Used the software for: 2+ years ### "Freshchat is a very capable chat tool that is highly recommended for any business" August 15, 2023 4.0 Freshchat is used as a Live chat on our website which has bots to collect customer information & smartly transfer chat to agents. Freshchat has helped our business convert more prospects to sales & increased our customer's support & satisfaction overall too! Pros \- Smart Chatbots- Chat automation- IntelliAssign- Smart Chat assignments- Auto-resolve, Labels- Integrates well with other Freshworks products- Strong customer support team- Simple to setup Cons \- No support on weekends- Occasional bugs Switched from [Olark](https://www.capterra.com/p/125957/Olark/) We switched to Freshchat from Olark as Freshchat integrated well with Freshsales and also offered more advanced chat automation & features Review Source HS Harry S. Head of CSM Accounting Used the software for: 2+ years ### "Reliable tool but slow to innovate" November 12, 2025 3.0 Overall positive. It helps my team manage thousands of chats each year with minimal friction or downtime. Pros Simple, intuitive interface that’s easy for new team members to learn. Integrates well with other tools. Cons Felt behind competitors with new AI features. Took too long to release tools that others already had. Switched from [tawk.to](https://www.capterra.com/p/167792/tawk-to/) Easier integration with other Fresh products Review Source Amirullah H. Product Specialist Marketing and Advertising Used the software for: 6-12 months ### "Freshchat is User-Friendly Apps" December 8, 2022 5.0 We are very happy with the features in Freshchat, starting from Segmentation and even the Advanced Automation feature which makes it easy for us to create reminders for each of our Agents. Pros Omnichannel feature from all social media platforms such as Facebook, Instagram and also Google My Business Cons Integration with Tiktok as well as marketplaces in Indonesia such as Tokopedia, Shopee, Bilbi or Lazada Alternatives considered [UChat](https://www.capterra.com/p/239947/UChat/) Reason for choosing Freshchat Due to the need to create a ticket support system as well Review Source Yann I. Podcasting Consultant Online Media Used the software for: 6-12 months ### "A solid tool to provide top-notch customer support through live chat" October 3, 2019 4.0 Freshchat has been a solid option to allow website visitors and users to ask questions and for me to interact with them, provide them with answers or point them toward a specific web page or resource. Pros The two things that really stood out for me are Freshchat's overall design and user interface and the ability to manage live chat conversations from either a computer or mobile device. The latter aspect is something one would expect from most live chat tools but I think that still isn't the case... Cons The one thing I didn't like much about Freshchat had to do with the smartphone app. I had two separate live chat widgets (each on a separate site) and in order to keep track of both, I had to log in and out from the app to access the interface related to the specific live chat. This aspect may not be an issue with some of the Freshchat plans but I found it not ideal since other tools I have used would make it possible to manage live chats embedded on different sites straight from just one dashboard. Alternatives considered [BirdSeed](https://www.capterra.com/p/161106/BirdSeed/) Reason for choosing Freshchat Because I had used another tool by Freshworks in the past and because of Freshchat overall presentation (features, design, etc.) Review Source Darien C. Associate Pastor Religious Institutions Used the software for: 6-12 months ### "Freshchat is a quality chat application with a confusing backend UI and an impossible login system" March 2, 2021 3.0 Freshchat is a quality chat program that can be difficult to setup and lacks the design quality of other competing brands Pros Once I managed to create an account, Freshchat was easy enough to setup and offered a lot of customizable features as well as the ability to add up to 10 users - all for free - which made it a useful application for our non-profit. Their API was also very well documented, allowing for custom code to be run to allow for certain things like triggering the chat via URL redirect, all of which was beneficial for a season. Cons The initial setup of freshchat - namely creating an account - was nigh impossible, and extremely confusing. Freshchat offers deep integrations with Freshworks suite of products, but for someone not looking to use their other products, it became a nightmare to start. Creating an account meant creating an account with Freshdesk and a couple other products of theirs, then it only would let me login to the admin panel of my overall Freshworks account (which doesn't allow for access to Freshchat), and then when I finally found the correct login page for Freshchat, their gmail login system would consistently fail and lock me out. In initial setup, I probably spent numerous hours trying to create a freshchat account, and ended up with two or three different accounts - most of which I abandoned because they wouldn't allow me to remove the extra Freshworks products I did not want. As well, basic features such as chatbots & email responses to chats were all locked behind a paywall - with a trial that failed to explain their use - and a customer service team that barraged me with numerous phone calls & emails asking me to upgrade from their free tier, even after I said I wasn't interested. Lastly, and perhaps this is user error, but freshchat failed to generate any sort of leads on our website; apart from occasional use, no one used the chat features - which changed the second we switched providers Switched from [Drift](https://www.capterra.com/p/227417/Drift/) Drift caused significant load-time issues with our website (1.3s) and their backend UI was extremely difficult to manage Review Source Seth H. Camp Director Non-Profit Organization Management Used the software for: 1-2 years ### "Clean, Professional and Simple Set-up" January 22, 2020 4.0 I loved the overall chat features. The dashboard and app are very clean. The only reason I switched was due to price. Pros I love how easy the dashboard was and how easy it was to set up on my wordpress website. The chat was also very clean, very easy to use multiple members of my team. The app on my phone made it simple to chat with visitors on my website from my phone. Cons While I started off with a free version, the paid version was a little too expensive for what I wished to use. I found a cheaper alternative. Alternatives considered [HappyFox Chat](https://www.capterra.com/p/122234/HappyFox-Chat/)[Olark](https://www.capterra.com/p/125957/Olark/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshchat I originally chose freshchat because it was less expensive than the other products. Review Source Chetan A. Director Apparel & Fashion Used the software for: 6-12 months ### "Freshchat is the Great Customer Support Software" July 4, 2021 5.0 It was a good experience, but we always wanted an amazing experience. Pros Freshchat is the nice customer support software to help customers with immediate response. Cons It's not full functioned, according to me, and have the higher prices as compare to deliverability. Alternatives considered [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[Crisp](https://www.capterra.com/p/151292/Crisp/)[LiveChat](https://www.capterra.com/p/62194/LiveChat/) Reason for choosing Freshchat It was a better tool as comparison from others in my alternative list during the time of purchase. Review Source OW Okado W. Marketing Manager Semiconductors Used the software for: 2+ years ### "Live chat works absolutely great" September 19, 2025 5.0 The bot is great at handling customer queries and effectively escalates to a live agent when necessary to book appointments. Pros The conversation flows and strong language translation capabilities are a very valuable part of this chatbot for my department. I easily respond even to non-english chats. Cons There is nothing I dislike about this product, so it works perfectly for me without any technical hassle. Review Source CO Carla O. Manager Medical Practice Used the software for: 2+ years ### "Best chat platform I have used. " May 19, 2025 5.0 I use FreshChat Daily. I chat with many clients throughout each day and it is easy to use even for individuals who are not tech savvy. Pros Easy to use. There is a record of previous chats that are easy to see and find. The check mark and double check mark to show when it is read is great as well. Cons I do not like that I cannot delete a chat if sent in error. There is a long process that must take place and in the medical field those minutes are precious. Review Source CW Casey W. Office Manager Media Production Used the software for: 6-12 months ### "Efficient and convenient" October 10, 2024 5.0 Overall great experience and highly reccomend Freshchat. Appreciate anything created to help free up valuable time. Pros The ability to communicate with customers through various channels (social media,mobile, web etc.) has made managing communication more efficient. The ability to set up automated responses helps free up time immensely, and focus on other tasks. Cons I don't really have cons, the only thing I can think of is that some of the programs such as the custom chatbot set ups were a bit overwhelming at first to learn. Review Source VR Verified Reviewer Marketing Manager Information Technology and Services Used the software for: 2+ years ### "Inexpensive chat bot for website" June 30, 2022 4.0 I have been using is for more than 2 yesrs now and i like it as it's totally worth of it's price. Pros This is an inexpensive chatbot and has campaign feature which i use very often on my website Cons It's not very customisable and does not have features like lead generation. Alternatives considered [Intercom](https://www.capterra.com/p/134347/Intercom/) Reason for choosing Freshchat It's less expensive Review Source KP Karan P. Business Development Representative Computer Software Used the software for: 1-2 years ### "User-friendly interface & pricing structure" November 4, 2022 4.0 Easy to manage tool that optimizes customer interaction, an incredible tool to have for a lean team. Much better than their competitors with respect to user interface, pricing, and customer support! Pros We could set it up easily since we had a few Freshworks' products integrated. The pre-built templates setup for the chatbot help in answering most of the common queries, making human interference minimal.The dashboards are intuitive, helping us understand the functioning and areas of improvement. This helps us communicate with a potential prospect as and when they have a query. Cons Although the existing integrations help, I would love to see some more features added that can help us increase collaboration with teams. The mobile experience is not as smooth as what their competitors offer. Alternatives considered [Drift](https://www.capterra.com/p/227417/Drift/)[Intercom](https://www.capterra.com/p/134347/Intercom/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Review Source VR Verified Reviewer CTO Information Technology and Services Used the software for: I used a free trial ### "Chat solution for enterprises" March 8, 2023 4.0 Pros The thing that I like about freshchat is the simplicity of the UI and its various automation options. I used it for a trial period and I liked the overall experience of it. Cons Despite having all the great features it does not offer a lot of customization in the free tier and it becomes expensive when you need more customization when compared with its competitors. Review Source VR Verified Reviewer Senior Product Manager Apparel & Fashion Used the software for: 6-12 months ### "A nice chat tool for your website, but could be better. Better when bought with the suite" September 23, 2022 4.0 Pros A great range of integrations available for the third party applications. Full of features like creating workflow bot, triaging chats accordingly, reporting, labelling etc. Cons Setup of logical functions isn't that easy and needs a lot of iterations and help. Not easy to setup. But then this is needed for advanced usage of the tool which not everyone would require. Switched from [Conversational Cloud](https://www.capterra.com/p/225424/Conversational-Cloud/) Because we needed an omnichannel setup. Review Source VR Verified Reviewer Digital App Hospital & Health Care Used the software for: 6-12 months ### "My Freshchat review " July 1, 2023 5.0 A well-rounded customer engagement platform that offers a wide range of features and integrations. It is a good choice for businesses of all sizes that are looking to improve their customer support. Pros Live chat feature allows businesses to connect with customers in real time.provides detailed analytics reports that businesses can use to track customer engagement, identify trends.Integrates with popular social media. Cons 1\. Can be complex for smaller businesses.2. Lack of advanced reporting capabilities.3. The integrations are limited. Review Source VR Verified Reviewer Software Engineer Computer Software Used the software for: I used a free trial ### "One of the best software for automated and natural customer chat responses" December 22, 2022 5.0 The overall experience was excellent, I was able to trust their app, and definitely liked their modern look of the UI. Pros I like their UI the best, it is very intuitive, easy to understand, and looks beautiful. I can also customize their theme as per my website's requirements. The automated responses they provide are intelligent, learn from previous answers, and can be hooked into any channel like WhatsApp, Sms, Messenger, etc. There is no more convenient app I have seen before. It's very simplified and provides real-time context for faster and more effective responses. Cons I did not identify any major con, and any issue I faced during setup was resolved by their customer support team, and they were quick to respond. Review Source VR Verified Reviewer Marketing Computer Software Used the software for: 6-12 months ### "An okay chat, if you are using other Freshdesk products" April 12, 2019 3.0 An okay system that is getting by for now. Pros There are some basic features that are nice (and other chats don't have), such as being able to post URL links in your chat. It does have an integration with Slack which is nice. Also, if you are using the other Freshdesk products, it may make sense to use this as well. Cons As far as features, there is nothing really there to wow you. I can't imagine anyone choosing this product over other options if they are not using the companies other products. If they could provide more options for design, that would be a big factor. Review Source VR Verified Reviewer Customer Service Used the software for: Less than 6 months ### "Modern customer support tool" December 7, 2017 5.0 cost effective and being online for our customers 24/7 Pros Switching to Freshchat for the customer support in our foundation proved to be a successful decision. Unlike competitors like Zendes our agents won't need to be online all the time. A customer asks something, the bot gathers relevant information such as name, phone and e-mail and once one of our agents is online they reply to the chat. The customer will be notified by e-mail or pushnotification. The customer can even leave our website due to this e-mail notification. As we work with volunteers we can never guarantee to be online all day but now with Freshchat we won't miss a chat anymore! Cons We would like a feature to export a conversation into a Freshdesk ticket for future follow up or to convert them into a KB item Review Source MM Miguel M. Owner Telecommunications Used the software for: 1-2 years ### "Fresh chat good chat " November 4, 2022 4.0 Is good but change to Chatwoot because freschat is more expensive Pros Easy to deploy and integration to website. Cons Need more integration directly to the chat example with messenger whatapp and other tool. Review Source FA Faiz A. Technical Support Analyst Computer Software Used the software for: 6-12 months ### "Good tool but needs some improvement " August 22, 2019 4.0 Overall has been good but the notification issue is the big problem for me. Pros Quick and simple to use, looks elegant and very professional. The ability to upload images and files is excellent and can be integrated with the business site. Cons My biggest gripe is that the notification is not up to standard. Unless your on one of the Fresh suite the popup does not appear when a new chat comes in. This means that unless you are regularly checking it makes the responses late and therefore not feel like a live chat. It would be good to have a pop out or desktop version so that if you are working on something else an icon will appear to notify you. Review Source VR Verified Reviewer IT Technical Support Information Technology and Services Used the software for: I used a free trial ### "Freshchat" November 2, 2018 4.0 Pros Really enjoyed deploying this onto our help desk. Customer support is absolutely amazing and go above and beyond to help. UI is great and the ability to create the live chat into fresh desk calls allows for nothing to be missed. We use this for first line support and anything more complex we use it for extra details. Cons This used to be included in the fresh desk plan but is now an additional purchase. Review Source JB James B. Director Marketing and Advertising Used the software for: 6-12 months ### "In a world of chat and bot solutions, Freshchat wins for me" June 6, 2019 5.0 It helps us connect with our customers on a professional level across multiple platforms. Pros \- Professional (why do so many chat apps look so childish?) - Free tier (that is actually useful and doesn't impose ridiculous limits) - Amazing support (even on the free tier, the team go above and beyond) Cons I haven't found fault with Freshworks' chat solution, which is why I always recommend it to clients starting new projects. Review Source YF Yan F. Director Management Consulting Used the software for: 6-12 months ### "We use it on our website. " March 30, 2018 5.0 We can engage more website visitors. Pros It's well-balanced and not expensive, unlike alternatives. We trialed with other solutions but after we used free version for a while, decided to go with them. We also use Freshsales and both solutions integrate well. Cons No disadvantages, we are happy. Support is quick and I think they would be more quicker if we were in the same timezone. Review Source VR Verified Reviewer Head Of Digital Cosmetics Used the software for: Less than 6 months ### "The Best Chat App Imimented Easily" October 12, 2018 5.0 Brilliant so far, we’re taking it one step at a time but plan to rolls this out across all of our sites. Pros It’s UI is incredible, super easy to use but with all of the features you would expect and more! Cons I’d like the bot to be more programmable so that it can respond to common questions from customers automatically. Review Source Similar Products Featured