TL;DR - Freshchat
- Freshchat is a conversational support platform offering omnichannel engagement, AI-driven bots, and a unified agent workspace.
- It provides various pricing tiers, including a free plan, with advanced features like custom dashboards and security in higher-paid plans.
- The platform focuses on enhancing customer experience through personalized interactions, proactive engagement, and performance analytics.
Pricing: Free plan available
Best for: Growing teams
4.3/5 across review platforms
Pros & Cons
Pros
- Offers a free plan for up to 10 agents, including website live chat, email, and a unified agent workspace.
- Provides omnichannel support across various channels including live chat, email, social media messengers (WhatsApp, Facebook Messenger, Instagram, Line, Google Business Messages), and SMS.
- Integrates AI-driven bots for scalable self-service and proactive customer engagement.
- Features a unified agent workspace that provides agents with comprehensive customer context, including past purchases and open issues, for personalized experiences.
- Includes robust analytics and administration tools to monitor customer behavior, team productivity, and bot effectiveness.
Cons
- Advanced ticketing and knowledge base functionalities require an upgrade to Freshdesk Omni, which is a separate product.
- Freddy AI Agent sessions are limited, with only 500 free sessions offered once per account on paid plans, requiring additional purchases thereafter.
- Some advanced features like custom dashboards, effective routing mechanisms, multiple SLA policies, and skills-based assignments are only available in higher-tier plans (Pro and Enterprise).
Ratings Across the Web
4.3(604 reviews)
Ratings aggregated from independent review platforms. Learn more
Preview
Key Features
Live chatChatbotsCampaignsIntegrationsReports
Pricing Plans
Free
Free
- 100 campaign contacts/month
- Chatbot flows
Growth
$19/monthly
- 500 campaign contacts
- Priority inbox
Pro
$49/monthly
- Auto-assign
- IntelliAssign
What is Freshchat?
Freshchat is a modern messaging software built for teams who want to ace customer conversations across channels. With Freshchat, you can talk to customers on web, mobile, social, and messaging apps with context and seamless handoffs.
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Freshchat FAQ
How does Freshchat support customer engagement across various communication channels?
Freshchat enables seamless customer experiences across multiple channels, including messaging, live chat, email, and voice. It supports both self-service and agent-assisted interactions to ensure customers can connect using their preferred method.
What kind of AI capabilities does Freshchat offer for scaling support?
Freshchat provides AI-driven bots that can be easily created and deployed across websites, native apps, and messaging channels. These bots offer quick and effortless self-service options, helping to scale support operations.
How does the unified agent workspace in Freshchat enhance agent productivity and personalization?
The unified agent workspace gives agents comprehensive context, including past purchases, open issues, and conversations from all channels. This allows agents to deliver personalized experiences and make informed decisions efficiently.
What is a 'session' in the context of Freddy AI Agent, and how is it counted?
A session refers to a unique interaction between an end-user and an AI agent. For chat, all interactions within a 24-hour period, starting from when the end-user initiates the session, are counted as a single session.
Are there any free Freddy AI Agent sessions included with Freshchat plans?
Yes, Freshchat offers 500 free Freddy AI Agent sessions on the Growth, Pro, and Enterprise plans. This is a one-time offering per account, and additional sessions must be purchased once these are exhausted.
What are connector app tasks, and when are they consumed?
Connector app tasks are used when pre-built connectors are utilized to sync data and automate workflows with external applications. These tasks are consumed whenever one of these connector apps performs an action.
Source: freshworks.com