Freshdesk Messaging Overview

This is a summary of the comprehensive capabilities and benefits of Freshdesk Messaging based on over 2809 insights from peer reviews, customer testimonials, and expert opinions. We included citations from these sources so you can read the full content at the original source if you wish.

Freshdesk Messaging, Olark, Userlike, Zoho SalesIQ, Haptik, etc., all belong to a category of solutions that help Live Chat. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Do you need to check if Freshdesk Messaging is right for your needs? Our Cuspera AI engine can evaluate how Freshdesk Messaging fits your specific business needs, industry, and context. Get your personalized assessment report today.

Freshdesk Messaging supports business activities such as:

  • Engagement Management
  • Helpdesk Management
  • Communication Management
  • Customer Feedback Management
  • Training & Onboarding

Freshdesk Messaging can help you with many business goals, such as Enhance Customer Relationships, Acquire Customers, Increase Sales & Revenue, Improve Internal Communications, Improve Brand Engagement, etc. It can help manage these activities if you use Chat Website Phone Calls etc. for these needs. As a solution, Freshdesk Messaging's capabilities include Bot, Ticketing, Personalization, etc.

Freshdesk Messaging was founded in 2010. Consumer Services Vertical is its biggest customer base.

Reviews

"For Travix, chat is no longer ‘just another’ channel. The goal is to ensure that by the end of the year, 50% of customer inquiries take place through chat. That is a massive culture change for our company, which had leaned on manual processes and a ...‘just give us a call’-approach to service for many years. " - Kimberly Strickland

Cuspera Reviews

11 buyers and buying teams have used Cuspera to assess how well Freshdesk Messaging solved their Live Chat needs. Cuspera uses 2809 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Live Chat needs.

Business Priorities

Enhance Customer Relationships and Acquire Customers are the most popular business priorities peers achieved using Freshdesk Messaging.

Other priorities:

  • Increase Sales & Revenue
  • Improve Internal Communications
  • Improve Brand Engagement
  • Improve ROI
  • Improve Efficiency
  • Enter New Markets Internationally Or Locally
  • Build Brand Awareness
  • Grow Market Share
  • Launch New Products
  • Shorten Ramp Up Time
  • Reduce Bounce
  • Improve Visibility
  • Improve Digital And Social Presence
  • Increase Customer Life Time Value
See all business priorities See less business priorities

Use Cases

Peers recommend Engagement Management , Helpdesk Management , Communication Management , as the business use cases that they have been most satisfied while using Freshdesk Messaging.

Read Peer Reviews and Expert Experience for Business Use Cases

BUSINESS USE CASES RATINGS CUSTOMER AND EXPERT EXPERIENCES
Engagement Management with Chat and Website

4.85/5 ★

Read Reviews (213)

"...Easy and fast integration to the company to interact with customers in any doubt they have...."
engaging and following up

4.77/5 ★

Read Reviews (121)

"...Freshdesk Messaging (and WhatsApp) is the #1 customer engagement tool in our organisation, whether it is sales or support...."
Helpdesk Management with Chat and Phone Calls

4.62/5 ★

Read Reviews (82)

"...With Freshdesk Messaging, our customers do not have to wait for calls to connect and dedicate their precious time to seek help & support from us...."
Communication Management with Chat, Website, E-Mail and Social Media

4.97/5 ★

Read Reviews (58)

"...While WhatsApp Business' interface allowed them to send and receive messages on WhatsApp, it s capabilities were far limited and only fit the purpose for low chat volumes...." Case Study SuprDaily
sending & publishing communications

4.96/5 ★

Read Reviews (45)

"...It's easier because we can talk in a long-distance service and they don't need to send emails...."
tracking & monitoring communications

4.67/5 ★

Read Reviews (8)

"...BombBomb BombBomb helps specialists effectively make customized recordings, embed them straightforwardly into messages, and track who watches them...."
PEER EXPERIENCES
Engagement Management with Chat and Website

4.85/5 ★

Read Reviews (213)

"...Easy and fast integration to the company to interact with customers in any doubt they have...." Peer review by Samantha L., Transportation/Trucking/Railroad
engaging and following up

4.85/5 ★

Read Reviews (121)

Helpdesk Management with Chat and Phone Calls

4.62/5 ★

Read Reviews (82)

"...With Freshdesk Messaging, our customers do not have to wait for calls to connect and dedicate their precious time to seek help & support from us...." Testimonial by Puja Anand, Product Manager, ZAP Subscribe, Zoomcar
Communication Management with Chat, Website, E-Mail and Social Media

4.97/5 ★

Read Reviews (58)

"...While WhatsApp Business' interface allowed them to send and receive messages on WhatsApp, it s capabilities were far limited and only fit the purpose for low chat volumes...." Case Study SuprDaily
sending & publishing communications

4.97/5 ★

Read Reviews (45)

tracking & monitoring communications

4.97/5 ★

Read Reviews (8)

44+ more Business Use Cases

Our AI advisor, Wyz, harnessed 2809 insights from peers and experts to help you assess how these Freshdesk Messaging use cases fit your Live Chat needs.

Customer Testimonials

CUSTOMERS TESTIMONIALS

Kimberly Strickland

CC Innovations Manager

Travix

For Travix, chat is no longer ‘just another’ channel. The goal is to ensure that by the end of the year, 50% of customer inquiries take place through chat. That is a massive culture change for our company, which had leaned on manual processes and a ‘just give us a call’-approach to service for many... years.

Testimonial By Kimberly Strickland

Puja Anand

Product Manager, ZAP Subscribe

Zoomcar

With Freshdesk Messaging, our customers do not have to wait for calls to connect and dedicate their precious time to seek help & support from us. Freshdesk Messaging offers a frictionless way to reach out for support, raise or report any issue and this has helped us retain & delight our customers w...ith quick & dependable support at all times.

Testimonial By Puja Anand

Arvind Prashanth

Program Manager

Dunzo

Freshdesk Messaging as a platform was sophisticated to handle high volume and support our load. Dunzo resolves 48% of queries with chatbots helping us save 30% costs. Testimonial By Arvind Prashanth
CUSTOMERS TESTIMONIALS

Kimberly Strickland

CC Innovations Manager

Travix

For Travix, chat is no longer ‘just another’ channel. The goal is to ensure that by the end of the year, 50% of customer inquiries take place through chat. That is a massive culture change for our company, which had leaned on manual processes and a ‘just give us a call’-approach to service for many... years.

Testimonial By Kimberly Strickland

Puja Anand

Product Manager, ZAP Subscribe

Zoomcar

With Freshdesk Messaging, our customers do not have to wait for calls to connect and dedicate their precious time to seek help & support from us. Freshdesk Messaging offers a frictionless way to reach out for support, raise or report any issue and this has helped us retain & delight our customers w...ith quick & dependable support at all times.

Testimonial By Puja Anand

Arvind Prashanth

Program Manager

Dunzo

Freshdesk Messaging as a platform was sophisticated to handle high volume and support our load. Dunzo resolves 48% of queries with chatbots helping us save 30% costs. Testimonial By Arvind Prashanth

Case Studies

COMPANY CASE STUDIES
Case Study Zoomcar

Zoomcar improves customer retention with personal, in-app support

Read More
Case Study Travix

How bots and automation helped Travix navigate customer service during a global crisis

Read More
Case Study MakeMyTrip

MakeMyTrip increases agent efficiency by 3x using Freshdesk Messaging

Read More

Based on peer insights

Cuspera recommends Freshdesk Messaging for

Use Cases Engagement Management , Helpdesk Management , Communication Management
Medium Chat, Website, Phone Calls
Features Bot, Ticketing, Personalization
Business Priorities Enhance Customer Relationships, Acquire Customers, Increase Sales & Revenue
Industries Consumer Services, Financial Services, Retail

Frequently Asked Questions(FAQ)

for Freshdesk Messaging

What is Freshdesk Messaging?

Freshdesk Messaging (formerly Freshchat)is the modern messaging solution that delivers effortless customer service for the digital-first customer by bringing together artificial and human intelligence across messaging channels.

What is Freshdesk Messaging used for?

Freshdesk Messaging is a Live Chat Software mainly used by its customers to Enhance Customer Relationships and Acquire Customers by Engagement Management, Helpdesk Management and Communication Management .

What are the top features of Freshdesk Messaging?

bot, Ticketing and Personalization are some of the top features of Freshdesk Messaging.

Who uses Freshdesk Messaging?

Freshdesk Messaging is used by Consumer Services, Financial Services and Retail among other industries.

What are Freshdesk Messaging alternatives?

Olark, Userlike, Zoho SalesIQ and Haptik are popular alternatives for Freshdesk Messaging.

Where is Freshdesk Messaging located?

Freshdesk Messaging is headquartered at 2950 S. Delaware Street, Suite 201, San Mateo CA 94403.

Popular Business Setting

for Freshdesk Messaging

Top Industries

  • Consumer Services
  • Financial Services
  • Retail

Popular in

  • Small Business
  • Enterprise
  • Mid Market

Peers used Freshdesk Messaging to Enhance customer relationships and Acquire customers

Peer and Expert Opinion on Features

for Freshdesk Messaging

  • Low
  • Medium
  • High
FEATURES RATINGS AND REVIEWS
bot

4.08/5 ★

Read Reviews (133)
Ticketing

3.89/5 ★

Read Reviews (95)
Personalization

4.43/5 ★

Read Reviews (62)
Widgets

3.48/5 ★

Read Reviews (37)
Alerts: popups & Notifications

1.93/5 ★

Read Reviews (36)
FEATURES RATINGS AND REVIEWS
bot

4.08/5 ★

Read Reviews (133)
Ticketing

3.89/5 ★

Read Reviews (95)
Personalization

4.43/5 ★

Read Reviews (62)
Widgets

3.48/5 ★

Read Reviews (37)
Alerts: popups & Notifications

1.93/5 ★

Read Reviews (36)

IT and Other Capabilities

for Freshdesk Messaging

  • Low
  • Medium
  • High
CAPABILITIES (DATA) RATINGS AND REVIEWS
Data Export

4.51/5 ★

Read Reviews (85)
Data Import

4.16/5 ★

Read Reviews (142)
CAPABILITIES (DATA) RATINGS AND REVIEWS
Data Export

4.51/5 ★

Read Reviews (85)
Data Import

4.16/5 ★

Read Reviews (142)
CAPABILITIES (SUPPORT) RATINGS AND REVIEWS
Chat Support

4.56/5 ★

Read Reviews (179)
Email Support

4.31/5 ★

Read Reviews (39)
Phone Support

4.25/5 ★

Read Reviews (43)
24/7 Support

4.07/5 ★

Read Reviews (713)
CAPABILITIES (SUPPORT) RATINGS AND REVIEWS
Chat Support

4.56/5 ★

Read Reviews (179)
Email Support

4.31/5 ★

Read Reviews (39)
Phone Support

4.25/5 ★

Read Reviews (43)
24/7 Support

4.07/5 ★

Read Reviews (713)
CAPABILITIES (OTHER) RATINGS AND REVIEWS
AI Powered

4.32/5 ★

Read Reviews (27)
Analytics

4.71/5 ★

Read Reviews (33)
Custom Reports

4.02/5 ★

Read Reviews (198)
CAPABILITIES (OTHER) RATINGS AND REVIEWS
AI Powered

4.32/5 ★

Read Reviews (27)
Analytics

4.71/5 ★

Read Reviews (33)
Custom Reports

4.02/5 ★

Read Reviews (198)

Software Failure Risk Guidance

?

for Freshdesk Messaging

Overall Risk Meter

Low Medium High

Top Failure Risks for Freshdesk Messaging

Vendor Profile Details

Company Name

Freshworks

Company Website

https://www.freshworks.com/

Year Founded

2010

HQ Location

2950 S. Delaware Street, Suite 201, San Mateo CA 94403

Employees

1001-5000

Social

Financials

SERIES H