Searching for the ultimate guide to live chat? You just landed on the right page. Freshchat, a powerful customer messaging platform, helps you engage visitors in real time and turn queries into lasting relationships. Try Freshchat for 14-days Free Today and see why thousands of businesses trust its intuitive interface and robust features.

I know how overwhelming it can be to juggle multiple support channels while delivering instant answers. Freshchat has been simplifying live chat since its launch by Freshworks, supporting companies ranging from early-stage startups to global enterprises. With our 14-day free trial, you can experience firsthand how Freshchat streamlines interactions, boosts agent productivity, and elevates customer satisfaction.

What is Freshchat?

Freshchat is a modern live chat and messaging solution designed to help businesses connect with customers on websites, mobile apps, and social media—without switching contexts. It centralizes conversations, empowers agents with context, and offers AI-driven bots that handle routine queries instantly.

Freshchat Overview

Founded by Freshworks in 2017, Freshchat emerged from a mission to replace outdated chat software with an intelligent, unified messenger. Since then, it’s grown into a cornerstone of Freshdesk Omni, delivering seamless conversations across channels. Milestones include crossing 1 million active users in 2019, launching advanced bot templates in 2020, and integrating skill-based routing by 2022.

Today, Freshchat serves diverse industries—from e-commerce retailers leveraging pre-sales chat to SaaS providers using bots to reduce support volume. Its versatility and scalability make it a top pick for teams aiming to boost customer satisfaction and loyalty.

Pros and Cons

Pros: Freshchat’s unified inbox lets agents handle web chat, email, and social messengers in one view, eliminating app toggling.

Pros: AI-driven bots automate FAQs, schedule appointments, and even escalate complex issues to human agents seamlessly.

Pros: Proactive messaging tools engage visitors before they ask for help, reducing cart abandonment and support tickets.

Pros: Rich agent context shows past conversations, purchase history, and user properties, enabling personalized responses.

Pros: Real-time dashboards and bots performance reports provide actionable insights to optimize team workflows.

Pros: Multilingual support and customizable chat widget ensure your global audience feels right at home.

Cons: Advanced features like skill-based routing and custom dashboards require higher-tier plans.

Cons: Some users note a learning curve when configuring bots for complex use cases.

Features

Freshchat’s feature set is built around convenience, intelligence, and omnichannel coverage.

Unified Omnichannel Conversations

Consolidate web chat, mobile app messaging, email, and social media into a single inbox.

• No more toggling screens—agents see all interactions in one place.
• Bring Your Own Channel (BYOC) support for custom integrations.

AI-Driven Chatbots

Deploy self-service bots that answer FAQs, route queries, and capture leads automatically.

• Pre-built bot templates for onboarding, feedback collection, and outbound campaigns.
• Easy-to-use visual builder—no coding required.

Proactive Messaging

Engage visitors based on behavior triggers and contextual cues.

• Set rules to prompt chat invitations on time spent or page scroll depth.
• Boost conversions with targeted, personalized messages.

Agent Productivity Tools

Equip your support team with context and collaboration capabilities.

• Shared inbox with collision detection to avoid duplicate replies.
• Integrated ticketing and SLA management when you upgrade to Freshdesk Omni.

Freshchat Pricing

Freshchat offers flexible plans to suit teams of all sizes.

Free

Price: $0/agent/month | Ideal for small teams starting with live chat.

• Chat widget on web and mobile
• Unified workspace for up to 10 agents
• Email integration

Growth

Price: $23/agent/month | Perfect for growing businesses needing social channel support.

• WhatsApp and Facebook Messenger support
• Real-time dashboards
• Basic SLA policies

Pro

Price: $59/agent/month | Designed for teams requiring advanced analytics and multilingual chats.

• Custom dashboards and reports
• Multilingual conversations
• Skill-based routing

Enterprise

Price: $95/agent/month | Enterprise-grade features and enhanced security.

• Enhanced security and compliance
• Advanced bots and orchestration
• Dedicated account management

Freshchat Is Best For

Whether you’re a lean startup or a global enterprise, Freshchat scales with your needs.

E-Commerce Brands

Reduce cart abandonment with proactive messaging and instant pre-sales support.

SaaS and Tech Companies

Automate onboarding and troubleshooting with AI bots, freeing agents for complex queries.

Education and Healthcare

Offer appointment scheduling and instant assistance through WhatsApp and web chat.

Benefits of Using Freshchat

• Faster response times: Automated bots and unified inbox slash first-response times.
• Higher customer satisfaction: Personalized, contextual chats keep customers delighted.
• Scalability: From 5 to 500 agents, Freshchat adapts to your growth.
• Cost control: Consolidate multiple tools into one platform and cut licensing fees.
• Data-driven decisions: Insightful dashboards reveal support bottlenecks and opportunities.

Customer Support

Freshchat’s support team is available 24/5 via live chat, email, and phone. Response times average under 30 minutes for critical issues, ensuring your team never stalls.

Comprehensive documentation, video tutorials, and developer APIs help you implement and customize Freshchat quickly. Community forums and regular webinars provide ongoing learning and best practices.

External Reviews and Ratings

Users on G2 and Capterra praise Freshchat’s intuitive UI and powerful automation. Many highlight the boost in agent productivity and customer satisfaction scores after adopting the platform. Reviewers also commend the proactive messaging features for increasing conversions.

Some note that complex bot configurations can take time to fine-tune, but Freshchat’s support and knowledge base address these challenges with step-by-step guides and templates.

Educational Resources and Community

Freshchat offers a rich library of resources: official blog posts on live chat best practices, in-depth webinars on bot strategies, and on-demand video tutorials. The user community engages in Slack channels and forums, sharing custom bot scripts, workflow templates, and integration tips.

Conclusion

Live chat is no longer optional—it’s a vital channel for modern customer engagement. Freshchat brings together AI-driven bots, omnichannel messaging, and proactive outreach to deliver five-star support and drive revenue. Experience the difference yourself by starting your risk-free trial now: Try Freshchat for 14-days Free Today.

Ready to transform your customer conversations and boost satisfaction? Try Freshchat for 14-days Free Today and make every chat count.