Freshchat Overview
Freshdesk Messaging is a modern software for teams to excel in customer conversations across various digital channels using AI and human assistance. It offers smart self-service, unified inbox, and proactive messaging.
Use Cases
Customers recommend Engagement Management, Helpdesk Management, Communication Management, as the business use cases that they have been most satisfied with while using Freshchat.
Business Priorities
Enhance Customer Relationships and Acquire Customers are the most popular business priorities that customers and associates have achieved using Freshchat.
Freshchat Use-Cases and Business Priorities: Customer Satisfaction Data
Freshchat works with different mediums / channels such as Chat. Website. Phone Calls etc.
Freshchat's features include Bot, Ticketing, Personalization, etc. and Freshchat support capabilities include Chat Support, AI Powered, Email Support, etc. also Freshchat analytics capabilities include Analytics, and Custom Reports.
Reviews
"Before we had Freshdesk Messaging and Freshdesk, we were struggling with the growth of customer operations at FinAccel. We were constantly firefighting all the time. There was no scope to track or measure the support operations and it was a nightmar...e. To put some numbers on it, our answer rate on phone was less than 40% and email response times abominable. This was something we definitely wanted to improve." - Ahmad Johari
Peer review evidence (same sources as the product rating summary)
"...As much as tickets have their purpose and place in customer engagement, it lacks real-time then and there assistance that live chat offers...." Case Study MakeMyTrip
"...They want to further grow their relation with Freshworks by adopting other products like Freshcaller for their call center platform and Freshsales to handle customer information and efficiently manage their CRM. ..." Case Study Mama Money
"...The team is also looking at leveraging chat to send proactive messages from the app to customers as a way to share information and to gather more feedback...." Case Study Shuttle Delivery
Freshchat, Helpcrunch, SurveyMethods, Simplesat, Delighted platform, 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.
Popular Business Setting
for Freshchat
Top Industries
- Consumer Services
- Financial Services
- Retail
Popular in
- Small Business
- Enterprise
- Mid Market
Freshchat is popular in Consumer Services, Financial Services, and Retail and is widely used by Small Business, Enterprise, and Mid Market.
Freshchat Customer wins, Customer success stories, Case studies
What Are the key features of Freshchat for Engagement Management?
What Are the key features of Freshchat for Helpdesk Management?
What benefits does Freshchat offer for Communication Management?
What benefits does Freshchat offer for Customer Feedback Management?
How can Freshchat optimize your Onboarding Workflow?
11 buyers and buying teams have used Cuspera to assess how well Freshchat 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.
| CUSTOMERS | TESTIMONIALS |
|---|---|
|
Before we had Freshdesk Messaging and Freshdesk, we were struggling with the growth of customer operations at FinAccel. We were constantly firefighting all the time. There was no scope to track or measure the support operations and it was a nightmare. To put some numbers on it, our answer rate on p...hone was less than 40% and email response times abominable. This was something we definitely wanted to improve. |
|
Visitors are more likely to engage from a channel if it looks good and offers a great experience. And Freshdesk Messaging helps us with precisely that. It was the best choice in terms of functionality and pricing. Testimonial By Kyu Renegado |
|
We’re using Freshdesk Messaging to solve our customers’ needs with precision, and in real-time. It has ensured our customers receive prompt personalized experiences and has also brought in operational efficiencies that make assisted buying extremely scalable. Testimonial By Rajesh Magow |
| CUSTOMERS | TESTIMONIALS |
|---|---|
|
Ahmad Johari VP Operations FinAccel |
Before we had Freshdesk Messaging and Freshdesk, we were struggling with the growth of customer operations at FinAccel. We were constantly firefighting all the time. There was no scope to track or measure the support operations and it was a nightmare. To put some numbers on it, our answer rate on p...hone was less than 40% and email response times abominable. This was something we definitely wanted to improve. |
|
Kyu Renegado Head of Customer Happiness and Sales Poundit |
Visitors are more likely to engage from a channel if it looks good and offers a great experience. And Freshdesk Messaging helps us with precisely that. It was the best choice in terms of functionality and pricing. Testimonial By Kyu Renegado |
|
Rajesh Magow Co-Founder and CEO MakeMyTrip |
We’re using Freshdesk Messaging to solve our customers’ needs with precision, and in real-time. It has ensured our customers receive prompt personalized experiences and has also brought in operational efficiencies that make assisted buying extremely scalable. Testimonial By Rajesh Magow |
Vanquis - Banking - Medium
Vanquis Selects Freshworks to Modernize Service Management as Gateway Transformation Nears Completion
Ryan Specialty - Financial Services - Large
Ryan Specialty delivers first-class support with Freshworks
Welcome to Freshdesk | Best Customer Service Software
Frequently Asked Questions (FAQ)
What buyers ask before choosing Freshchat
What is Freshchat?
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.
Key Value propositions:-
1. Smart Conversations:- Available across first and third party messaging platforms including web, mobile, in-app, WhatsApp, Apple Business Chat, Facebook Messenger and more.
2. Smart Self-service:- Deploy AI-powered chatbots in the front lines to guide customers to resolve their queries - from informational to transactional and
3. Smart Operations:- Reduce the cost of providing support by switching to messaging and scale customer service without linearly scaling team size
Businesses use Freshdesk Messaging platform to service their customers on various digital channels using a blend of automation and human assistance. It offers a Unified inbox experience to manage conversations across digital channels, AI chatbots that focus on intent and engagement, Proactive messaging using hyper-targeted rich media campaigns, Intelligent load balancing and auto-routing capabilities. It also supports a large number of languages from across the globe.
What is Freshchat used for?
What are the top features of Freshchat?
Who uses Freshchat?
What are Freshchat alternatives?
Where is Freshchat located?
Peers used Freshchat for engagement management and helpdesk management
Freshchat Competitors
Freshchat Features
- Low
- Medium
- High
| FEATURE | RATINGS AND REVIEWS |
|---|---|
| AI Powered | Read Reviews (27) |
| Analytics | Read Reviews (33) |
| Custom Reports | Read Reviews (198) |
| CAPABILITIES | RATINGS AND REVIEWS |
|---|---|
| AI Powered | Read Reviews (27) |
| Analytics | Read Reviews (33) |
| Custom Reports | Read Reviews (198) |
Software Failure Risk Guidance
?for Freshchat
Overall Risk Meter
Top Failure Risks for Freshchat
Freshworks Inc News
Freshworks to Extend Freshservice into AI and Software Spend Governance with Agreement to Acquire Torii - Koreabizwire
Freshworks has signed a definitive agreement to acquire Torii, enhancing Freshservice with capabilities in software management and AI spend governance. This acquisition aims to provide comprehensive visibility into technology inventory, usage, and costs, helping IT and finance teams make informed decisions. The deal is expected to close in Freshworks’ fourth fiscal quarter of 2026.
Freshworks to acquire SaaS management platform Torii - The HinduBusinessLine
Freshworks has announced its intention to acquire Torii, a SaaS management platform, to enhance its IT Service Management capabilities. This acquisition will integrate Torii's features with Freshservice, providing a comprehensive view of technology inventory, usage, and spend, including software and AI. The deal is expected to close in Freshworks' fourth fiscal quarter of 2026.
Freshworks to Announce Third Quarter 2026 Financial Results on November 3, 2026 - The Manila Times
Freshworks will announce its third-quarter 2026 financial results on November 3, 2026, after market close. A live audio webcast will be held to discuss the results and business highlights.
Freshworks Appoints Ryan Manning as Chief Product and Technology ...
Freshworks has appointed Ryan Manning as its new Chief Product and Technology Officer, effective August 10th. Manning will unify product and technology strategy, focusing on AI, IT, and customer experience products. He succeeds Srini Raghavan and will report to CEO Dennis Woodside. Manning's background includes roles at ServiceNow and BMC Helix.
Freshworks Inc Profile
HQ Location
2950 S. Delaware Street, Suite 201, San Mateo CA 94403
Employees
1001-5000
Social
Financials
SERIES H
