# Freshchat Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Freshchat the right Live Chat solution for you? Explore 124 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 (124) [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 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 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 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 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 MP Manijith P Graphics Hardware EngineerSemiconductors, 10,001+ employeesUsed the software for: 6-12 months. “Freshchat is an easy-to-use communication and customer engagement tool with a smooth user experience.“ May 24, 2026 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 ## Showing most helpful reviews Showing 1-25 of 124 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 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 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 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 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 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 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 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 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 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 Jatin S. Business Analyst Computer Software Used the software for: 1-2 years ### "A good chatting platform" April 26, 2019 4.0 Pros Very clean and simple user interface. Instant messaging is very convenient and comes bundled with many features like sharing images and videos. Cons I don't have any cons as per now but I would surely like to see some additional features like bot replies should be bit less robotic type. 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 SS Shikhil S. CEO Computer Software Used the software for: 6-12 months ### "A refreshing new product in chat industry but limited features!" September 12, 2017 4.0 \- Great interface for end customers - Limited features, but done right - Free trial available with full features to test - Great customer support - The backend dashboard UI is good Pros Just like any other Freshdesk product, Freshchat is a refreshing new addition. We gave it a spin for few days as the free trial is a full feature one. The backend dashboard is very easy to use and you can customize the chat widget. The chat widget UI is clean and attractive. Overall, the limited features that it offers are done right. Cons Limited number of features. Even the full feature version has less features as compared to other providers. From email communications, I believe Freshchat people are adding more features in upcoming releases. Other similar tools like Resend.io or Tawk.to give many more features in free versions. Review Source MB Michael B. Private Security Consumer Services Used the software for: 2+ years ### "Freshchat: Communicate via Online Chatbot to Provide Sales Information and Devices" October 17, 2020 5.0 I’ve used Freshchat services as a loan consumer and subscription service. The ease of use in communicating about my financial inquiries, subscription to HP Instant Ink, have been easy to use. Pros My experiences with Freshchat has been through two companies, namely, HP and Klarna. The experiences with the chatbot service have been positive. The chat it is set up to answer FAQs and then if a consumers inquiry requires more detailed human communication, the chat bot redirects with ease to a human to chat through the service. The chats are even saved and not removed from my Klarna Ap. Therefore, I enjoy ease of use, integration with multiple businesses, and the saving of conversations. Cons My experiences with this software have been entirely positive. However, occasionally, the human sales associates aren’t knowledgeable, tired of answering questions, therefore rude and careless or have to ask another associate. If it is not programmed correctly it can be difficult or impossible to reach a human. Review Source DP Darcey P. Growth Associate Financial Services Used the software for: 2+ years ### "Easy for employees to use - quite difficult / buggy from a customer service perspective + technical " September 23, 2020 3.0 Quite negative - we have moved providers Pros It's a very nice looking interface and aligns with our branding Cons It's prone to bugs and very frequently would stop working and the widget disappear 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. 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