# Page 4 | Freshchat Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 4 - 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

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Freshchat

4.1 (115)

[View alternatives](https://www.capterra.com/p/158117/Freshchat/alternatives/)

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Last updated March 13th, 2026

# Page 4 - Reviews of Freshchat

## Showing most helpful reviews

Showing 76-100 of 115 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

VR

Verified Reviewer  
Customer Support and Technical Writing Specialist  
Information Technology and Services  
Used the software for: Less than 6 months

### "Freshchat"

September 17, 2020

5.0

Its integration with our freshdesk was easy and very easy to use and administer.

Pros

Easy to use and configure and integrate with other products like freshdesk.

Cons

the solutions do not open in a new window and it only opens in half the screen when maximized.

Review Source

PA

Pavel A.  
Product Designer  
E-Learning  
Used the software for: 6-12 months

### "Great for Mobile Apps!"

February 11, 2020

5.0

Pros

So far we use Freshchat for our Mobile App. It's integrated inside, so everybody who uses the chat can get in touch with us. .. and they do... and we respond from the very friendly and easy dashboard for us. also it have free version, which fits our needs for now, which is great !

Cons

Would be better if their cust.support was answering faster.

Review Source

KV

Kateřina V.  
Study Coordinator  
Hospital & Health Care  
Used the software for: I used a free trial

### "Freshchat Review"

March 17, 2023

5.0

Pros

Freshchat is a good messaging software. I appreciate the feature of automated messaging, which works just fine in Freshchat. It really saves time and improve customer satisfaction.

Cons

Fortunately Freshchat supports all the languages I needed, but I realized that the language list is limited which can be a problem for companies in some countries.

Review Source

JEH

John Elias H.  
IT Specialist  
Automotive  
Used the software for: Less than 6 months

### "Abysmal Support, Had to push hard to get our money back."

December 10, 2019

2.0

They have a nice suite of products with a competitive feature set. However, after-sales support was terrible and we could not confidently continue doing business with them.

Pros

The interface is simple and clean. Their products integrate well with each other, so if you like their software they conveniently talk to each other in some way.

Cons

Hopefully, they've sorted their billing issues. We set up our account through one of their representatives and it would bill us for more users than we had. They would proceed to process refunds as credits to their platform instead of back to the original payment method unless you pushed hard. Their support team needs to be replaced, one of the most unhelpful support teams I had to deal with.

Alternatives considered

[Zoho SalesIQ](https://www.capterra.com/p/168135/Zoho-SalesIQ/)[Tidio](https://www.capterra.com/p/144040/Tidio-Chat/)[My LiveChat](https://www.capterra.com/p/120249/My-LiveChat/)[Pure Chat](https://www.capterra.com/p/141708/Pure-Chat/)

Reason for choosing Freshchat

We chose it as during the trial, it met our needs. Once we start paying for the software, things quickly started going downhill.

Review Source

KO

Kobi O.  
Owner  
  
Used the software for:

### "The main thing that attracted me to Freshchat was that it looked good...1 was vain"

May 12, 2018

1.0

Pros

It looks good and if it had worked it would have done some nice things like linking with Freshdesk and Facebook

Cons

Customer Service. Getting someone on a chat takes at least 30mins in the first place. Then you can tell they are on a few different calls at the same time. Each response takes a long time. Documentation is poor - they have a page that tells you to copy some code. There is no link to the code! Basic Features do not exist (not able to choose which pages the widget appears, when the widget appears) Making changes mainly requires you to add additional code to the site instead of in the settings.

Review Source

VR

Verified Reviewer  
Head of Growth & Co-Founder  
Computer Software  
Used the software for: Less than 6 months

### "Great chat software for your website"

March 26, 2019

5.0

Pros

Recently switched to Freshchat and can definitely recommend it. The tool is simple and does the job the way you want it to do ! The automations are decent.

Cons

It lacks integrations with other tools but they will get there.

Review Source

IR

Ines R.  
CEO  
Events Services  
Used the software for: Less than 6 months

### "great and simple tool"

February 1, 2017

3.0

I found a couple of issues and I had some questions but i didn't get any answer from customer support. The tool is pretty simple and easy to understand I would display and arrange the chats windows in a different way for operators Is not clear the difference between visitors and prospects. Some typical help messages on the sections could help a lot. I would offer to users the chance to close the chat because some times is really annoying

Pros

The tool is pretty simple and easy to understand

Cons

I found a couple of issues and I had some questions but i didn't get any answer from customer support. I would display and arrange the chats windows in a different way for operators Is not clear the difference between visitors and prospects. Some typical help messages on the sections could help a lot. I would offer to users the chance to close the chat because some times is really annoying

Review Source

LC

Lavanya C.  
Customer Success Manager  
Information Technology and Services  
Used the software for: 6-12 months

### "Great tool for instant chat"

May 12, 2018

5.0

The Sales team is greatly using the tool and is really liking it!

Pros

Its simple and easy! Freshchat by FreshDesk is helping us attend to the queries of our customers and website visitors almost instantly! The bot is also a part of our Sales team keeping them engaged until we take up :D

Cons

The support is not very quick. There's no 24x7 support for trial. Automation is limited to a couple of available options and are not extendable. There are no extendable criteria.

Review Source

VR

Verified Reviewer  
Business Development Representative  
Information Technology and Services  
Used the software for: Less than 6 months

### "Freshchat experience review"

April 4, 2023

5.0

Pros

The user interface is very easy to use and understand. You can also customize their theme depending what you like for your needs.

Cons

Sometimes the notification sound is not working but still a good platform to use.

Review Source

KW

Katarzyna W.  
Technical Support Specialist  
Computer Software  
Used the software for: 6-12 months

### "Freshchat is a good chatbot"

February 26, 2023

4.0

Pros

I like that is a part of the system (helpdesk) that I'm already using, so it was easy to implement and get it up and running. It's also easy to configure and customize which is a big plus and you don't need to be tech-savvy in order to implement it.

Cons

I can't really complain about Freshchat and I haven't found anything that I would dislike/be frustrated about.

Review Source

Dennis S.  
Quality Management Representative  
Information Technology and Services  
Used the software for: 1-2 years

### "An awesome customer interaction chammel"

September 16, 2019

5.0

Its fascinating to know one can incooporate a bot in this chat to take care of FAQs

Pros

Chat transcript on mail Tickets raised from the chat where necessary Intergration with multiple applications

Cons

Its a great tool but sold as an addon for the fresh service when it shiuld have been bundled up as one product for fresh service customers.

Review Source

VR

Verified Reviewer  
Cofounder and iOS Developer  
  
Used the software for: 6-12 months

### "Great SDK to interact with our customers easily"

April 26, 2018

5.0

Pros

\- Greatly helps in talking to our customer via the application - They provides iOS, Android and Web SDK to integrate in all platforms - Channels are great, so we can send like a notification to users - Tagging each users with custom fields is great

Cons

\- While doing the integration with iOS, the documentation for exporting the push notification certificate is mentioned wrong on the official documentation. It took a while for us to figure out. Integration documentations can be improved.

Review Source

Joseph A.  
Security Guard  
Retail  
Used the software for: Less than 6 months

### "I am just a customer using this software"

November 2, 2018

4.0

I've used this chat service on multiple occasions on a specific website when order bulk items. The chat experience has always been the same, which is nice. It is simple to see where to click to open the chat, there is an option to minimize the chat window. It's easy to know when you are getting a response. I've had a good overall experience.

Pros

It is a simple chat software that makes communicating with a sales representative simple and easy. I like that the interface isn't distracting. There isn't a lot of unnecessary fluff surrounding the chat window. There is a simple sound that plays when someone responds to the chat. That makes it easy to know when the sales representative has responded to my question, even if I change tabs in my browser.

Cons

I honestly can't think of any from the customer side of things. I don't know on the other side.

Review Source

JP

Jennifer P.  
VP of Logistics  
Consumer Electronics  
Used the software for: Less than 6 months

### "Very limited features, expensive add-on, requires a lot of setup"

December 6, 2018

3.0

We have not fully launched yet, because of the amount of time required to set up and copy over information from FreshDesk

Pros

I'm hoping there will be updates, but as of right now, it's difficult to use and requires an enormous amount of setup. It should just pull in our information from Freshdesk, but it does not.

Cons

Requires a lot of up-front programming. Should not have to re-enter all of the information we already put into freshdesk. This is very time consuming and confusing.

Review Source

AS

Aaron S.  
Director  
  
Used the software for:

### "Tried on our website, did not work, no support."

October 27, 2017

1.0

None, just a waste of my time.

Pros

Looked nice.. that's about it.

Cons

Did not work properly. When we logged out, it kept saying that there was a team member online and it would reply in under 2 minutes. The support told me to check my settings, still didn't work. Sound notifications were not working, the support staff said 'check your computer is not muted' - what? Is this a phone company telling me to check my router is plugged in? BUYER BEWARE - what a joke.

Review Source

TH

Troy H.  
President  
Marketing and Advertising  
Used the software for: Less than 6 months

### "Simple Easy To Use and Added a Huge Value to Our Customer Support/Training"

September 12, 2018

5.0

Pros

Really enjoyed learning about the software as soon as I signed up for the free trial. I also enjoyed my interactions when their training and support staff who helped me quickly get this up and running. The day it went live for our customers we received great feedback about how accessible our company is.

Cons

Without help it could be a little hard to set up however their support staff was very helpful from the start so I should say their are no cons!

Review Source

VR

Verified Reviewer  
Technical Support Specialist  
Computer Software  
Used the software for: 6-12 months

### "Quite useful for both sells and support"

January 15, 2019

4.0

All in all, a well rounded live chat tool for sells and support. Well integrated with other Freshworks tools.

Pros

Superb as a customer support tool for quick communication with clients. Both to provide information and to resolve issues. Can be integrated with FresDesk for a top of the line combination!

Cons

More flexibility with the visual appearance would be welcomed. Resizing or relocating the main window easily for example.

Review Source

SC

Steve C.  
E-Commerce Manager  
Sporting Goods  
Used the software for: 6-12 months

### "Freshchat gives you everything you need!"

January 9, 2019

5.0

No serious problems and customer service was quick to help with anything I needed

Pros

The software is incredibly simple to install and intuitive to use. It is also pretty organized, which helps when you need to assign chats to other reps.

Cons

It isn't very easy to search through old conversations.

Review Source

Jacob P.  
CEO  
  
Used the software for: Less than 6 months

### "Terrible Product"

March 12, 2018

3.0

Lost a few customers

Pros

Allows unlimited contacts to be stored on the system & a priority inbox for customers with urgent inquiries

Cons

That a chat must be assigned to an agent and the conversation is viewable next time the user contacts you. Also having a team widget is not helpful because sometimes customers want to chat with a specific agent.

Review Source

VR

Verified Reviewer  
Managing Director  
Retail  
Used the software for: Less than 6 months

### "A great chat widget"

July 12, 2018

5.0

Pros

I got this for free so I honestly can't complain about the price. The UI is intuitive and easy to get to grips with.

Cons

There are literally so many other competitors in this market that it's hard to differentiate yourself. I like freshchat but there are lots of alternatives that would have been just as good.

Review Source

PM

Pershanthen M.  
Developer  
Information Technology and Services  
Used the software for: 6-12 months

### "Freshchat intergration into Freshdesk really upped our support game"

July 17, 2019

5.0

Pros

Freshchat is really easy to use and you are able to integrate it into your Freshdesk dashboard. This means that your support team can chat and respond to tickets using a single dashboard.

Cons

To be honest, i dont quite like the pricing structure as you are billed per agent rather than a team. Maybe something the Freshworks team can look into.

Review Source

Pratik P.  
Developer  
Internet  
Used the software for: Less than 6 months

### "Just a bit expensive for Entrepreneurs "

April 4, 2018

5.0

Sales improvements

Pros

I like its beautiful UI and Its features, The ease of use is also very nice and the helpdesk integration is just too good!

Cons

The pricing is a bit expensive for Entreprenuers, The folks at Jivochat provide their chat at less price, The trial also requires credit card verification and confirmation which I don't like at all.

Review Source

SK

Sunil K.  
Deputy Manager  
Marketing and Advertising  
Used the software for: Less than 6 months

### "Freshchat Review - The best and easy way to say HI to customers and resolve there concerns"

March 6, 2019

5.0

Pros

The best and easy way to say HI to customers and resolve there concerns, get instant notifications upon customer visit, can assign tasks to the team members and can download the reports whenever required and simplify manual work

Cons

Pricing is a bit concern. People at Freshworks should reduce the pricing

Review Source

JL

Johan L.  
Founder  
Marketing and Advertising  
Used the software for: Less than 6 months

### "Unclear Documentation and Communication"

January 16, 2019

2.0

Overall experience? Wasting time

Pros

It was cheap, good for start. Features was good.

Cons

\- Slow response Customer Support - When it comes to troubleshoot you will waste lot of your time to figure it out - I believe many user will not continue after the trial - The customer support is lack of knowledge

Review Source

VR

Verified Reviewer  
Sales Manager  
Information Technology and Services  
Used the software for: Less than 6 months

### "Review on Freshchat"

April 3, 2019

3.0

Freshchat is helping our clients or the website visitors to contact us without them calling us or sending us emails.

Pros

Ease to get leads or stay connected from our website. Any visitor on our website can communicate to us very easily.

Cons

Need to improve on some features and stay competitive in market.

Review Source

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