# Page 2 | Freshchat Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - Is Freshchat the right Live Chat solution for you? Explore 117 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 (117) [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 # Page 2 - Reviews of Freshchat ## Showing most helpful reviews Showing 26-50 of 117 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 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 DC David C. CEO Computer Software Used the software for: 6-12 months ### "No utilices éste servicio" August 7, 2024 1.0 Nefasto. Pésimo, tras reportar al equipo de desarrollo un BUG, llevamos 6 meses con un error reportado en el chatbot, 4 veces han dicho que lo han solucionado, 4 veces en 6 meses y todo sigue igual. Pros Nada, llevamos 6 meses con un error reportado en el chatbot, 4 veces han dicho que lo han solucionado, 4 veces en 6 meses y todo sigue igual. Cons Todo es malo, el servicio de soporte de ellos es pésimo, el servicio de incidencias es peor todavía, eso si, cobrar por algo que no funciona lo llevan genial. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Por el chatbot, pero no ha servido para nada debido a su incompetencia en la resolución de errores Review Source VB Valentina B. Agricolo Farming Used the software for: Less than 6 months ### "Freshchat conversazione " November 2, 2023 5.0 La mia esperienza con freshchat e eccellente , ma costosa rispetto ad altri software, buona chat , e supporto AI, la possibilità di controllare le chat in cronologia. Pros Mi piace la possibilità di creare conversazioni anche grazie AI facilitando domande e risposte scritte, quindi velocizzando la conversazione, la cronologia in memoria permette di visualizzare le varie conversazioni avute Cons Non mi piace che per l'integrazione di whatsapp si paghi , qualche inconveniente per l'assistenza reale, AI e sempre un'intelligenza artificiale, qualche volta ci vuole quella reale, e un po costoso come software Switched from [HappyFox Chat](https://www.capterra.com/p/122234/HappyFox-Chat/) Cho deciso di cambiare per migliorare il software per varie comunicazioni Review Source JW Jessica W. IT Specialist Construction Used the software for: 1-2 years ### "Great Chat Option" December 14, 2023 5.0 Overall experience has been fantastic. One of the things we wanted to do before we made the switch was test out the chatbot on our website to make sure that the transition was smooth, and we were assisted every step of the way with implementation. Pros At all of the "nodes" there are a ton of options. Whether it be conditional formatting, api, pictures, links, carousels... We decided to go with FreshChat just based on how many options we can offer the customer, instead of just a question and answer format. Cons The widget is not as "loud" as we would like it to be when the customer is on the website. We wanted it to pop up and have a message screen ready to interact with the customer, instead of just the widget icon in the corner of the page. Switched from [Drift](https://www.capterra.com/p/227417/Drift/) Drift is more expensive and offers less options. Drift also does not offer a facade and we were looking for a solution that did, so we could improve our SEO. Review Source Abhishek J. Senior software developer Information Technology and Services Used the software for: 6-12 months ### "Low code no code budget friendly chatbot platform " December 23, 2022 4.0 It is overall good for development of simple chatbots like fact sheet chatbot. Pros Adding another language translation, i can simply add it by downloading the Excel sheet of chat tree. & It works perfectly & simple UI of the platform. Cons Condition management for the chats is not that great. Like AND, OR conditions. In the same panel you can't have multiple conditions. Reason for choosing Freshchat We already have good partnership with freshdesk tool & we compared it with all the use cases that we have it match all our requirements. Switched from [Cognigy.AI](https://www.capterra.com/p/176610/Cognigy-AI/) It was too expensive for our company. Review Source Phaneendra Kumar P. CEO Information Technology and Services Used the software for: Less than 6 months ### "Best Omnichannel Chat Platform for Businesses" December 31, 2022 5.0 Too good, I am still with them for one of my clients because they liked it very well. The UI does all the magic, it looks really fresh. Pros Mainly, best Mobile SDK in this segment, Omnichannel communication, Multiple accounts on each channel like facebook, instagram etc.,, easily integrate with whatsapp, best-in-class chatbots Cons Options to send SMS through Twilio which is costly for India where lot of cheap options are available. Option to add custom SMS Gateway would have been nice. Reason for choosing Freshchat I have tried some other products, but I required Mobile SDK to chat with my customers on my app, that's the reason I chose this product among others. Review Source JN Joseph N. Information Technology Specialist Construction Used the software for: 2+ years ### "Better way to attend clients with Freshchat" May 12, 2024 5.0 Pros It has AI bot that is trained to answer all questions. Has made it easy to monitor employee conversations with clients and officials. I also like it’s fast contact with clients. Cons It has allowed us to maintain direct communication, so no dislike. Review Source Sushant K. Co-Founder Education Management Used the software for: 2+ years ### "Excellent tool to provide superior customer experience" September 11, 2022 5.0 Overall, Freshchat is a great tool for the customer support team. It easily gets integrated with most of the tools. We have used the integration of Freshchat & Freshdesk to manage live chat and tickets. Pros We were using Freshchat for managing customer support queries for a delivery business. I liked the ability of Freshchat to manage agents at scale with very good visibility for managers with tracking and reporting. The dashboard has all the options for viewing agents' performance and quality over time. We also used Facebook and Whatsapp integration to put chats of all channels into one place. This helped in improving the productivity of our team. Cons I liked all the features apart from chatbots. I found the chatbot very expensive considering the volume of our chats. Review Source MT Marek T. CEO Financial Services Used the software for: 1-2 years ### "Freshchat Review" May 9, 2023 4.0 Overall, my experience with Freshchat was positive. It was a reliable and efficient platform that helped me provide better support to my customers. While there were some areas for improvement, such as the reporting capabilities, the platform was a valuable addition to my customer support toolkit. Pros I really liked the simplicity and user-friendliness of Freshchat. It was easy to set up and customize, and the chat interface was very intuitive. I also appreciated the automation features that allowed me to streamline my support processes. Cons One thing I didn't like about Freshchat was the limited reporting and analytics capabilities. While the platform provided basic metrics, such as response times and customer satisfaction ratings, I found it lacking in terms of more in-depth insights and analytics. Alternatives considered [Microsoft Teams](https://www.capterra.com/p/168668/Microsoft-Teams/) Review Source TK Ted K. Helpdesk Specialist Consumer Services Used the software for: 6-12 months ### "Best Support Chat App " August 31, 2023 5.0 It is helping by giving our customers a quick, familiar and simple way of contacting us so that they can receive the support they need. So ultimately it is helping our business grow. Pros It is simple and easy to use. The integration was seamless and fast. It is reliable and there is no downtime. It is very convenient for our customers to get in touch with us at any time. Cons I wish there was a better alert notification system when a chat has been initiated. There needs to be a constant alert until someone picks up the chat conversation. Review Source Shu S. CEO Retail Used the software for: Less than 6 months ### "Highlight disappointed. Customer service is almost non-existent. Too many technical difficulties." October 26, 2020 1.0 Highly disappointed. Pros It appears to have robust features and they attempt to offer cutting edge technologies. Cons I am highly disappointed in the Freddy chatbot. It was supposed to their best chatbot but I was extremely disappointed with it. We set up everything in the test environment and we liked how it worked, so we signed up for a one year service. However, after going live, we found out the live mode doesn't work exactly the same way as the preview mode. We went over with them several times and they admitted some functions don't appear to work the same. Their tech support admitted almost all of the errors but they never get back to us. I also asked if I could cancel it but they told me no because I made a one year commitment. I signed up for the service based on how it functioned in the preview model and we didn't think in a million years it would function otherwise. I was also disappointed in lack of tech support. They have great support for FreshDesk but not for FreshChat. When I called the support number, I was told there is no phone support for FreshChat. I emailed and we were able to meet them online to go over the errors and they recognized them but they would just not get back to us. I can’t say I recommend it. Alternatives considered [Drift](https://www.capterra.com/p/227417/Drift/) Reason for choosing Freshchat Because we also use FreshDesk Review Source VR Verified Reviewer CMO Internet Used the software for: 2+ years ### "Más de 4 años usando Freshdesk" July 4, 2022 5.0 Pros Una herramienta muy completa para el servicio de atención al cliente. Junto con el resto de Apps de Freshwork, se convierte en un sistema completo para la gestión diaria. Cons Atención al cliente solo en inglés, y estaría bien ajustar los precios al usar varias apps de Freshworks. Review Source VR Verified Reviewer Director of User Experience & Marketing Computer Software Used the software for: 1-2 years ### "You get what you pay for. " December 13, 2018 3.0 Pros Price is on the lower end of the customer chat solutions out there. And it has the core features you need if you need more than the cheapest options. Cons Where to start. Quality is an issue. If you don't have a lot of traffic, maybe this is enough. But the second you get into their more advanced controls, we just experienced so many anomalies... It was hard to know what was us and what was them. And anytime we reached out for help, the majority of their team is based overseas and turn around seemed slow. Then when it came to troubleshooting, they always wanted links and screenshots. Meanwhile, since they took so long to respond, you are long past being in the error state and moved way past the issue - knowing the issue still likely exists. This lead to nothing getting fixed or resolved. Pay the premium and get Intercom or Drift. Or get one of the cheap options out there. 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 JM Jade M. Learning and Development Supervisor Information Technology and Services Used the software for: 2+ years ### "Freshchat excellent tool for your business chat support team and customer service" December 4, 2022 5.0 Pros The interface is of exceptional quality. InteliAssign and Canned Responses are two of our favorite features. We have two types of customers: business-to-business and business-to-consumer. This feature allows us to automatically assign support staff based on their skills and line of business. Shortcuts for canned responses are also very useful. You can tailor these canned responses to match the tone of your business that you want to convey to your customers in chat. Cons When it automatically creates a Freshdesk ticket and you need to send a response, or it will affect your First response time in Freshdesk. Reason for choosing Freshchat In general, we use Freshworks for our CRM needs. And it has all we need. 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 JAM Juan Andres M. Administracion de Empresas Information Technology and Services Used the software for: 2+ years ### "Freshchat es lo que buscas." July 18, 2023 4.0 Pros Me gusto que tiene un listado de respuestas predeterminadas, es un programa intuitivo y facil de usar. Cons Tiene problemas con su correccion ortografica. Review Source JEM Jesus Emmanuel M. Ingeniero en atencion al cliente Computer Software Used the software for: 2+ years ### "Excellent chatbot" June 23, 2023 4.0 Pros I loved being able to use an intelligent bot and program it my way, likewise, the best functionality is being able to mount it on any web page just by pasting the Json. Cons It would be great to be able to program the bot through some API 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 JL June L. Founder Legal Services Used the software for: 6-12 months ### "Freshchat support is BAD , UNRESPONSIVE, " February 4, 2021 5.0 0 for support good for software Cons Being the Chatting / ticketing company, i have to say their support is really bad after being in touch with them for 6 days ( everyday 2 emails) my billing issue remain unresolved - they said i have not paid $0.23 , and even i paid for full subscription fees at $38, because there is a charging issue ( the payment gateway they use cannot charge anything lesser than $0.5) and i have been emailing them at least 10 emails to resolve this issue, they just keep on looping us to different department, and did not resolve this, and did not reply. and thus, they deactivate our accoutn just because it is $0.23 and their failture in replying my 10 emails in requesting this issue to be resolved. I am very very very disappointed with thte support system, i felt like there is no support at all, but a team of support who loves to pass ticket all over the organization without resolving a tiny problem for their clients. you will spend a lot of time with the support not because of the software not great but because they love to loop u differently to different departmetn without getitng a problem solved. 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 Jason W. Systems Engineer Computer Software Used the software for: 6-12 months ### "An excellent entry into live chat support" March 20, 2019 4.0 Initially, I was looking for a live chat solution for one of our clients, but quickly realized the software could become useful for us as well. I explored several good options, including Tawk.to and Pure Chat, but found that overall, Fresh Chat offered the right combination of features and ease of use for our client, making it an obvious choice for us to support and recommend. Pros Fresh Chat is one of only a handful of free, robust tools for providing live customer support via your website with ease. Upfront, the ease of installation and configuration is fantastic. One needn't be an engineer to get this up and running quickly, as they provide all the tools needed. From plugins (WordPress in my case) to apps (Android and iOS both available), it's all easy to find, deploy, and use. In addition, there are numerous ways to integrate it with other systems, from Fresh Service, Fresh Desk, to third party integrations. Cons Perhaps the only area I think they could improve is by adding additional third party integrations, but that's a minor quibble, as they already offer several. In all likelihood the selection will grow over time. Review Source SS Sanchayeeta S. Senior operations executive Information Technology and Services Used the software for: 2+ years ### "Decent software" August 30, 2021 4.0 It is a decent platform to be used for your support team. Pros You can use this software for your in house customer support team. The upgrade version has better features which I feel more convenient Cons There were a few issues in the normal version which is resolved in the upgraded mode Review Source Farrah A. Continuous Improvement Specialist Telecommunications Used the software for: 2+ years ### "FreshChat - really easy to implement" September 6, 2019 5.0 The support you get from the Freshchat team is efficient, they are helpful and fast and knowledgeable Pros Easy to use. The setup was so simple and the integration onto the website is quick. The training is self explanatory as the interface is user friendly Cons The only issue i have is cost. Most of the API integrations that are available needs to have a higher package plan which can get pricey 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.