Freshchat Review: Features, Pricing, User Feedback 2025

You might be comparing customer support tools and evaluating whether Freshchat fits your business needs. Or maybe you’re considering switching from another platform. 

Nonetheless, you want to understand how Freshchat performs in real-world use, whether the features deliver value, and what actual users think of the experience. 

This Freshchat review offers all of that and more.

What is Freshchat?

Freshchat is a customer service tool that combines live chat and chatbots. It lets businesses connect with customers in real time across websites, mobile apps, and social media. Freshchat helps your support team deliver fast, personalized conversations that feel human—no matter where the customers are.

What is Freshchat used for?

Freshchat is used for customer communication. The tool helps users collect visitor information, provide real-time support, and offer shopping assistance to push the client further along their customer journey. 

Who uses Freshchat? 

Freshchat is mostly used by technology and services (9%), computer software (6%), and retail (6%) industries. This company has a market share of 0.17% in instant messaging and 1.41% in live chat category.

Freshchat pricing

Here are Freshchat’s pricing plans:

• Free 14-day trial: you can use all the Enterprise plan features for 14 days
• Free plan: free forever up to 10 agents. In this plan, you can use the ticketing, knowledge base, and pre-built reports.
• Growth: $23 per agent per month when billed monthly. You get everything that’s in the free plan with the addition of channels, like WhatsApp and Facebook Messenger, as well as real-time dashboards.
• Pro: $59 per agent per month when billed monthly. This plan adds custom dashboards, routing mechanisms, and a number of SLA policies.
• Enterprise: $95 per agent per month when billed monthly. With this plan, you get everything in the Pro plan as well as skills-based assignments, unlimited campaign contacts, and additional security features.

You can see more information about the plans on the Freshchat pricing page.

Freshchat features

Freshchat comes with features designed to help support teams work smarter and connect with customers more effectively. Whether you’re supporting a small team or managing high-volume customer interactions, Freshchat provides the flexibility and automation to scale your support efficiently. 

Here are the main features you should know about:

Freshchat messaging

Live chat messaging in Freshchat enables real-time, personalized interactions at critical touchpoints in the customer’s journey. Teams can configure journeys to trigger live chat based on specific behaviors, like visiting a product page, abandoning a cart, etc.

For example, a customer service automation can initiate a conversation to collect the lead’s contact details, and then seamlessly hand off the chat to a live agent for more support. This approach results in a proactive support model that enhances engagement and nurtures leads throughout the customer lifecycle.

Freshchat chatbot

Freshchat’s chatbot solution enables organizations to automate customer support across multiple channels, including web, messaging apps, and social media. Designed to operate 24/7, the chatbot supports intent detection and generates AI-driven responses to personalize interactions with users. Moreover, it includes a no-code builder with drag-and-drop functionality and pre-built templates, making it accessible for non-technical users. 

The chatbot integrates into the broader Freshdesk ecosystem that includes unified analytics, omnichannel engagement, and seamless escalation to human agents when necessary. While it offers strong capabilities in automation and self-service, its effectiveness relies on careful configuration and continuous monitoring.

Unified Freshchat support

Freshdesk’s Unified Inbox is a centralized platform that consolidates customer conversations from multiple channels into a single workspace. This tool lets agents view and respond to messages across platforms while accessing relevant customer context, such as past interactions and CRM data, in one place.

The unified inbox also supports team collaboration through shared access, message assignments, and response prioritization. On top of that, features like pre-saved replies and workflow automation improve consistency of communication. With built-in support for tools like Gmail, Outlook, and CRM systems, teams can tailor their setup to match existing processes. 

Analytics and admins

Freshchat Analytics offers a robust toolkit for monitoring and improving customer service performance through data-driven insights. It enables businesses to track key metrics such as ticket volume, agent productivity, customer satisfaction, and resolution times, all from a unified dashboard.

Users can access pre-built reports for a high-level view of operations or dive deeper with custom reports tailored to specific KPIs. The platform supports advanced filtering and custom attributes that make data analysis both intuitive and actionable. Reports can also be easily shared across teams, promoting transparency and collaboration. 

Freshchat reviews: real-life user opinions

This Freshchat review wouldn’t be complete without real-life user opinions. This is the place where you can get the most honest, experience-based insights. Reviews help to find real-world confirmation that the features work as promised, that the pricing feels fair for what you get, and that others in similar roles or industries find it valuable. 

So, here’s what Freshchat users say about the software:

Some reviewers say they appreciate the easy implementation and customization of the software. They like that they can use the chatbot without any coding skills, but express that the chatbot needs improvements. 

Other users are not very satisfied with the messaging functionality. They also state that the chatbot takes time to set up, and it doesn’t understand the input provided. But, the reviewer likes that the software integrates with other platforms easily.

There are also those who like the system and wouldn’t change anything about it. 

As you can see, Freshchat reviews differ greatly depending on the user and their specific needs. You can read hundreds of reviews on the G2 site to better understand various opinions of Freshchat’s users.

And, here are the main benefits and disadvantages of Freshchat, according to users:

Pros	Cons
Easy to implement and use	The chatbot lacks in advanced technology
Canned responses	Lack of integrations
Customer data on the portal	Slow loading at times

Freshchat reviews: conclusion

Freshchat is designed to help businesses provide real-time, personalized support across web and social messaging apps. It offers features like live chat, AI-powered chatbots, proactive messaging, and in-depth customer context. Freshchat also integrates with popular CRM and helpdesk tools, making it suitable for both SMBs and larger enterprises aiming to streamline communication and improve customer experience.

Users mention easy implementation and a single inbox as two of the biggest benefits of the software. On the other hand, when looking at reviews, you can spot that the chatbot and implementations need improvements.

So, while Freshchat offers a solid set of messaging features, Tidio stands out by combining live chat with AI-powered automations. In fact, Tidio’s AI chatbot, Lyro, goes beyond scripted flows and uses natural language processing to resolve up to 70% of common customer issues without human intervention. 

This significantly reduces support workload while boosting customer satisfaction. Moreover, Tidio integrates seamlessly with platforms like Shopify, Wix, and WordPress, giving online store owners plug-and-play solutions to instantly improve their customer support.

Tidio also wins on user experience with its sleek, easy-to-use interface. With advanced automation tools, real-time visitor monitoring, multilingual support, and a unified inbox for all channels, Tidio ensures that your team is always equipped to deliver the best results possible.