# Page 3 | Freshchat Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - Is Freshchat the right Live Chat solution for you? Explore 130 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/158117/Freshchat/reviews --- Freshchat 4.2 (130) [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 # Page 3 - Reviews of Freshchat ## Showing most helpful reviews Showing 51-75 of 130 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 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 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 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 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 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 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 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 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 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 Contact Center Specialist Events Services Used the software for: 6-12 months ### "Freshchat - Straightforward and Easy to Use" July 25, 2018 4.0 This has improved customer communication and resolving issues in a timely manner. Very proactive approach. Pros The software is very user friendly. It allows our clients to provide feedback while using our website which is very beneficial to improve in areas we need to address. The feature of having multiple chats open is a plus. This software will allows you to get back to your customer even if the customer already left your website by gathering their name, email and phone number. Very proactive approach to chat. Cons Notifications to the agents are not very loud, so they don't always hear it if on another chat tab. An improvement that is being worked on. Review Source Don C. Copywriter Writing and Editing Used the software for: 1-2 years ### "Freshchat is like a dashcam for your business " May 8, 2021 5.0 Love FreshChat. I think it seriously is like having a portal into your users desktop and they are actively on my pages. TOP TIP - dont set it up on homepage, set it up on inner pages of your site. Pros I love that it alerts me when someone wants to chat. They are on my site - have read my copy and want to engage with me before potentially leaving my site. Cons I think some browsers do have features that block some users. Also...I am not 100% on this but i have had bots or other web crawlers write messages and engage with the chat features. Its not a huge hassle, just a bug sometimes. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Freshchat I wanted live chat not Q&A. Review Source Muneeba F. Head Of Operations Research Used the software for: 2+ years ### "Bring customer servie level to the next level" March 1, 2018 4.0 Pros I like that you can integrate this program with a lot of other ones, like Facebook Messenger. I like that I can message my team and customers in an intuitive way. I like that I can collect data from the people I want and "put them separately", like a favorite tag. I like the design, it's really modern. I like that you don't have a limit when it comes to having contacts, and there's this section that is called "reports", where you can monitor your team's productivity and you can see what you can do to improve your business. Cons It was a bit difficult to set up, but the customer service is really nice and it helped me with everything I needed to know! 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 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 Kate O. CEO Alternative Dispute Resolution Used the software for: 1-2 years ### "I simply could not figure out how to use it" July 9, 2023 3.0 Pros Whenever I requested assistance, they would offer someone to assist me, but the person would then send me a whole bunch of highly technical tutorials and the jargon was over my head. Cons I could not figure out how to use or optimize it for my business. Also, it wouldn't integrate with ConvertKit. 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 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 YA Yuri A. Help Desk Manager Information Technology and Services Used the software for: 1-2 years ### "Easy chat" September 1, 2023 5.0 Pros It's very easy to integrate with Whatsapp and to use the chat in general it's a good experience overall. Cons I haven't found any issues with the chat as of yet. 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 Bipin V. Digital Marketing Executive Computer Software Used the software for: 6-12 months ### "Freshchat has many issues" April 4, 2018 2.0 Pros It's easy to configure the automated messages which works fine. We found these were very effective in initiating with the interested visitors and get their contact details. Cons There are numerous things like: - Poor on-time notifications of web visitors. - Take almost 10 secs to the chat box to appear after initializing a chat. - Difficult to transfer chat. - Really bad customer support. 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 OI Okechukwu I. Head Customer Care Gambling & Casinos Used the software for: 6-12 months ### "Brilliant tool for live chat" August 7, 2021 4.0 Pros Great user experience and interface. Freshchat was easy to set up to our existing system and provided value for money when compared with other similar software. Offline experience was well set up. Best feature is the "reports and analytics" which helped a lot of monitoring and decision making Cons The AI system was a bit confusing for starters 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.