# Freshchat Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Freshchat the right Live Chat solution for you? Explore 129 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 (129) [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 May 25th, 2026 # Reviews of Freshchat Ease of use 4.2 Customer Service 3.9 ## Pros and Cons in Reviews VS Vaishnava S Instructional designerDesign, 2 - 10 employeesUsed the software for: Less than 6 months. “One of its biggest strengths is how it brings conversations from multiple channels into a single interface, making it much easier for teams to manage and respond to chats efficiently.“ June 10, 2026 DM Deepak M EngineerSemiconductors, 10,001+ employeesUsed the software for: Less than 6 months. “Freshdesk still lacks some advanced AI capabilities and deeper automation features compared to newer platforms.“ May 16, 2026 KA Kosana A QA AnalystComputer Software, 1,001 - 5,000 employeesUsed the software for: Less than 6 months. “Freshchat is one of the easiest chat support tools to use with a clean UI, simple navigation, and smooth chat routing.“ May 25, 2026 KA Kosana A QA AnalystComputer Software, 1,001 - 5,000 employeesUsed the software for: Less than 6 months. “It is as expected for a chat support tool but doesn't have any feature that would make users from other competitors to switch to i.t“ May 25, 2026 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 AB Akash B Configuration analystBanking, 201 - 500 employeesUsed the software for: Less than 6 months. “The AI capabilities feel basic and outdated.“ June 14, 2026 BR Bondada R Technician, Network OperationsAirlines/Aviation, 201 - 500 employeesUsed the software for: Less than 6 months. “make it easy to manage customer communication across multiple channels in one place.“ May 13, 2026 Mohd A FounderRetail, 51 - 200 employeesUsed the software for: More than 2 years. “We lost approximately 6,500 customer conversations permanently.“ May 22, 2026 ## Showing most helpful reviews Showing 1-25 of 129 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 MP Manijith P. Graphics Hardware Engineer Semiconductors Used the software for: 6-12 months ### "A Omnichannel Tool which reduced TAT ani pettu" May 24, 2026 5.0 Pros Freshchat is an easy-to-use communication and customer engagement tool with a smooth user experience. It offers great value for money with useful features available at an affordable price point. Cons While Freshchat works well for basic communication and support needs, one area of improvement would be the addition of more advanced features and capabilities to better support growing business requirements. Review Source Mohd A. Founder Retail Used the software for: 2+ years ### "13 Days Down. $100K+ Gone. 6,500 Customers Lost. Freshchat's Answer? $1,000" May 22, 2026 1.0 Catastrophic. We centralized all customer communication for our e-commerce operation across 6 countries on Freshchat. When it went down for 13 days, we had no fallback. 6,500 conversations lost forever. Brand reputation destroyed. Customers calling us scammers on public platforms. And Freshworks spent two months dodging accountability before offering $1,000. The product failure was devastating, but the way Freshworks handled it afterward was worse. No disaster recovery. No crisis management. No accountability. We are now migrating to a different provider and have sent a formal legal compensation demand. Pros Before the incident, the multi-channel dashboard was practical. Managing WhatsApp, website chat, and social media from one place saved our team time. The interface was straightforward and onboarding agents was quick. Setup was relatively painless. Credit where it's due, when it worked, it worked fine. Cons In March 2026, Freshchat went completely dead for our account. Not slow, not buggy. Completely gone. 13 consecutive days with zero access to any channel. No WhatsApp, no live chat, no social messaging. Nothing. During those 13 days Freshworks gave us no recovery timeline, no backup plan, no interim solution. Near total silence for two weeks. We lost approximately 6,500 customer conversations permanently. Customers publicly called us scammers because we went silent on them for almost two weeks. Negative reviews flooded every platform we operate on across 6 GCC countries. After restoration, we spent two months asking for compensation. Their response was always "under internal discussion" and "awaiting management approval." The final offer after two months? $1,000. One thousand dollars for $100K+ in documented damages. A formal legal compensation demand has been sent to their headquarters. Alternatives considered [Trengo](https://www.capterra.com/p/177967/Trengo/) Reason for choosing Freshchat We chose Freshchat because the multi-channel inbox and Freshworks ecosystem integration looked like the best fit for our multi-country operation. The demo was convincing and the pricing was competitive compared to alternatives. Biggest regret of our tech stack decisions. If I could go back, I'd pick literally anything else with a proper disaster recovery plan. Review Source RR Rithik R. Chief Executive Officer Biotechnology Used the software for: Less than 6 months ### "Cheif Executive Officer" May 9, 2026 5.0 Pros What I liked most about Freshchat is that it is simple and easy to use, with a great UI and very easy onboarding. Mainly, having multiple channels in one place makes it easier for the team to manage and pick conversations efficiently. The pricing is also quite affordable, and the integration with Freshdesk works really well. Cons What I liked least about Freshchat is the lack of advanced features and integrations compared to some competitors, and the AI capabilities still feel a bit limited. Review Source SS Srithika S. Senior Product Designer Information Technology and Services Used the software for: Less than 6 months ### "The Go-To Platform for Seamless Customer Chat" May 21, 2026 5.0 Pros Freshchat is an excellent chat platform that is easy to customize according to business needs, offers multiple integrations, and simplifies customer communication workflows. Great affordable pricing. Cons While the platform offers useful AI capabilities, some features occasionally fall short of evolving industry standards, and customer support responsiveness can be inconsistent at times. Review Source AW Atiradh W. Chief Technology Officer Marketing and Advertising Used the software for: 6-12 months ### "Chief Technology Officer " May 16, 2026 5.0 Pros Freshchat is an excellent tool that helps us communicate with customers and resolve queries efficiently. Since all our internal tools and data are integrated within the platform, it enables faster, seamless, and more personalized responses. Cons Personally, I did not find the UI/UX very intuitive, as it felt quite minimal and lacked adequate support for our team to easily access and view all the required data in one place. Review Source RA Rajesh A. Project manager Apparel & Fashion Used the software for: 6-12 months ### "Project Manager " May 22, 2026 4.0 Pros Freshchat is an excellent customer communication platform that has made our external interactions seamless while delivering a great user experience. Cons While Freshchat offers useful features for handling short conversations, scaling it across multiple teams can become challenging due to limited flexibility and scalability. Review Source KA Kosana A. QA Analyst Computer Software Used the software for: Less than 6 months ### "Freshchat review from Akhil( QA Analyst at Protiviti India Member Firm)" May 25, 2026 4.0 It is as expected for a chat support tool but doesn't have any feature that would make users from other competitors to switch to i.t Pros Freshchat is one of the easiest chat support tools to use with a clean UI, simple navigation, and smooth chat routing. It helps our team handle support conversations more efficiently and improves overall productivity. Cons The AI features are not up to expectations and do not significantly improve or speed up the support experience. There are also many restrictions and limitations around AI capabilities and customization. Review Source BR Bondada R. Technician, Network Operations Airlines/Aviation Used the software for: Less than 6 months ### "Hassle free experience" May 13, 2026 5.0 Pros Freshchat’s omnichannel capabilities make it easy to manage customer communication across multiple channels in one place. The platform is simple to use, easy to onboard, and helps streamline customer interactions efficiently. Cons Freshchat could improve with broader integrations, stronger AI capabilities, and faster support response times in certain cases. Review Source DM Deepak M. Engineer Semiconductors Used the software for: Less than 6 months ### "Review of FreshChat" May 16, 2026 5.0 Pros What did you like most about Freshdesk?\* Freshdesk simplifies our support workflows with an intuitive interface and easy-to-manage workflows. The command center provides good visibility into tickets and team activities, making it easy to track metrics, monitor open tickets, and manage support operations efficiently. Cons What did you like least about Freshdesk?\* Freshdesk still lacks some advanced AI capabilities and deeper automation features compared to newer platforms. Additionally, customer support response times and issue resolution can sometimes be below expectations. 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 MF Manar F. supervisor Health, Wellness and Fitness Used the software for: 1-2 years ### "Fresh Chat - positive and negative points" August 22, 2023 5.0 In general , its good tool for direct contact with clients , user friendly for agents like any platform can always be improved . Pros I like the most that you can always edit , add or delete canned responses , so this can help agents to be ready always with answers to new updates .I like that its easy to be learned, not complicated Cons I prefer if there was option to delete a message after its sent to client , same feature as in whatsappAlso sometimes a new chat will come with no notification , even all notifications are on .Also it will be better to have a search option on the chats , based on the labels of the chats tickets And would be better also ,if chat can still be open for more than 24 hours . Review Source PR Pauline R. SDR Computer & Network Security Used the software for: 6-12 months ### "Freshchat Review" February 8, 2024 3.0 Pros The option to create a chatbot without any coding or development needed; it is well integrated with the other products in the "Fresh" software suite. Cons The chatbot is super hard to personalise, hard to set automated messages and the configuration for workflows is very unintuitive and tough to setup. We don't always receive notifications, the AI doesn't necessarily show the correct knowledge base articles, the redirection to the ticketing system is not very well done... Review Source PY Prof Y. Software Engineer Computer Software Used the software for: 1-2 years ### "Complete Software Package" March 4, 2023 5.0 I think Freshchat is one of the best apps for Live chat conversation... Pros Its indeed a user friendly App.. I like the Live chat conversation because it fast and clear. And I recommend people like me out there looking for the perfect app for chatbot.. Cons Something its slow but I think its because of the network coverage.... Review Source TT Todor T. Helpdesk agent Consumer Services Used the software for: 6-12 months ### "Awsome Chat tool " September 12, 2023 5.0 It helps us provide 24/7 support via a familiar and convenient channel Pros Eeasy to integarte and use. Simple and elegant interface. Cons I wish we could create AI agents who are as capable as ChatGPT Review Source TA Tarek A. Customer Service Specialist Outsourcing/Offshoring Used the software for: 1-2 years ### "The best way to handle and satisfy your customers" February 27, 2023 4.0 Lovely experience and very useful for my role. Pros First, it's a great platform to receive customers' issues, second, I like that I can track any previous chat to update any progress, and last I love the offline tickets and how easily I can manage them remotely. Cons I have to press the mouse anywhere blank to keep myself online, otherwise, the product will turn me offline. Review Source VR Verified Reviewer Developer and owner Information Services Used the software for: 6-12 months ### "No notifications to admin or agent when inbox is not open" June 17, 2020 2.0 Pros Cheap and affordable pricing Design is good Cons Sometimes i forget to check the messages and i miss lot of chat queries because of not receiving desktop notifications for new chat messages. I check emails less often. They have this feature for visitors called "never miss a response by turning on notifications" but not for admins. I've contacted their support and they tell me that i only get notifications if i keep the inbox open Review Source Virginia G. Preparadora Exámenes de Inglés E-Learning Used the software for: I used a free trial ### "bit dissapointed" February 18, 2021 3.0 I installed this app in my site and really tried to make it work for me, but I had to give up. Because I have so great experience with other Fresh products, I hope I will make it work for me in the future, when I try again. Pros I loved the fact that you could have live conversations with customers or visitors to my website. This way it is easier to make them buy a service before they leave. Cons I found it a bit difficult to incorporate in my website. The messages that I read in the morning accumulated in the inbox but with no real customer's names, so I was unable to know who was who. Or at least I couldn't figure out how to do it or work fluently with this software. Alternatives considered [WhatsApp](https://www.capterra.com/p/180345/WhatsApp/) Reason for choosing Freshchat I thought it looked more professional. Review Source VR Verified Reviewer AWS Developer( works for Coca-cola Company) Computer Software Used the software for: 6-12 months ### "Great Messaging bot for e-com websites" November 30, 2019 5.0 Best messaging software that will help in improving business and acts as a sales bot which really help in reducing human effort Pros Freshchat is great messaging software we can integrate in websites. it works as sales bot, and build great relationship between customer and organization.it can help in campaigns that will increase sales. Cons Not really con, but sometime it takes little time to respond, and for free-trial period I think there is no 24X7 customer care. Review Source SM Shubham M. Software Engineer Health, Wellness and Fitness Used the software for: 6-12 months ### "Best chatbot application" November 16, 2021 5.0 I have been using this to integrate this in my website to help people find answers to there concerns and contact customer support if needed. Pros The ease of use and how we can integrate this in our own website just using the readymade javascript code. easy to create tickets in freshdesk and reroute to respective person . Cons Sometime the chatbot logo disappears and I have to reload the page to see it. Apart from this it works great. 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 Technical Support Specialist Information Technology and Services Used the software for: 1-2 years ### "One of the best modern communication tools" September 22, 2018 4.0 Pros One thing we really like about FreshChat is it's intuitive nature. New users literally become proficient within minutes and experienced users are finding new functionally all the time! Cons Compared with other modern chat applications and software, we feel a little slighted with the fees. Skype, Slack, etc, are solutions which cost no money. Review Source sG shahzeb G. Marketing Operations Information Technology and Services Used the software for: 6-12 months ### "Reliable and easy to use." April 24, 2019 4.0 Good. Pros It's easy to use and very reliable tool to use. The website conversion certainly increased and we have better qualified leads thanks to freshchat. The support team is easily available and the overall experiance has been very good. Highly recommended for small and new businesses (pricing is a big factor too) Cons The billing is sometimes wrong and you have to keep a check on that. But once you raise a ticket, it is easily resolved. Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.