Searching for the ultimate guide to live chat? You’ve come to the right place. With Freshchat, you can delight your customers in real time, reduce response times, and boost satisfaction on every channel.

I know how overwhelming it can be to juggle multiple messaging platforms. That’s why I trust Freshchat—an intuitive solution that’s served thousands of businesses since its launch by Freshworks. Right now, you can Try Freshchat for 14-days Free Today and see how effortless customer support can become.

What is Freshchat?

Freshchat is a modern customer messaging software designed to power live chat, AI-driven bots, and omnichannel conversations. It integrates seamlessly with websites, mobile apps, and social channels, giving you a unified workspace where agents can respond efficiently without toggling between tools.

Freshchat Overview

Founded by Freshworks in 2017, Freshchat set out to revolutionize how businesses connect with their customers. Its mission: deliver delightful experiences through intelligent messaging. Over the years, Freshchat has reached millions of users and earned recognition for its user-friendly interface and robust feature set. Continuous updates and investments in AI have solidified its position as a leader in customer engagement.

Today, organizations of all sizes rely on Freshchat to drive conversions, resolve issues faster, and foster meaningful relationships. Whether you’re a growing startup or a global enterprise, Freshchat equips you with the tools to scale support and stay ahead of customer expectations.

Pros and Cons

Pro: Unified Omnichannel Inbox lets agents manage website chat, social media messages, email, and SMS—all in one view.

Pro: AI-driven bots automate up to 30% of routine inquiries, freeing agents for complex issues.

Pro: Proactive messaging triggers engagements based on user behavior, boosting conversions by up to 15%.

Pro: Seamless integrations with CRMs, help desks, and e-commerce platforms streamline workflows.

Pro: Customizable chat widget adapts to your brand’s look and feel, ensuring consistent customer experience.

Pro: Real-time analytics provide insights into team performance, customer satisfaction, and bot effectiveness.

Con: Advanced features like skill-based routing and custom SLAs require Pro or Enterprise plans.

Con: Learning curve for non-technical teams when setting up AI bot flows and advanced automations.

Features

Freshchat’s features are built to streamline support and boost engagement:

Unified Omnichannel Conversations

Bring every customer interaction into a single inbox:

• Chat widget on web and mobile apps
• Social media messengers like Facebook and Instagram
• SMS, WhatsApp, and other digital messaging channels

AI-Driven Bots

Design quick self-service paths with no coding:

• Pre-built templates for FAQs and order tracking
• Custom conversation flows and conditional logic
• Handoff to agents when bots hit complex queries

Proactive Messaging

Engage visitors before they drop off:

• Trigger messages based on time on page, cart value, or custom events
• Offer discount codes or assistance to boost conversions
• Collect feedback or NPS surveys at key touchpoints

Agent Workspace & Collaboration

Equip agents with context and tools to deliver personalized experiences:

• Customer profile with past interactions and purchase history
• Internal notes, collision detection, and assignments
• Seamless escalation to ticketing in Freshdesk Omni

Analytics & Reporting

Measure what matters and optimize continuously:

• Real-time dashboards for chat volume and response times
• Custom reports on agent performance and customer satisfaction
• Bot effectiveness metrics to refine self-service flows

Freshchat Pricing

Choose the plan that fits your support needs and budget:

Free – $0/agent/month

• Ideal for startups and small teams up to 10 agents
• Includes live chat, email support, and unified workspace

Growth – $23/agent/month

• Everything in Free, plus WhatsApp and Facebook Messenger
• Real-time dashboards and basic automation

Pro – $59/agent/month

• All Growth features plus multilingual support and custom dashboards
• Advanced routing tools, SLAs, and BYOC (Bring Your Own Channel)

Enterprise – $95/agent/month

• Everything in Pro, with skill-based assignments and enhanced security
• Dedicated account manager and premium support

Freshchat Is Best For

No matter your size or industry, Freshchat can be tailored to your audience.

Small Businesses

Leverage the free plan to get started with live chat support and scale as you grow.

Growing Teams

Adopt Growth or Pro to handle increasing volumes on social and messaging apps without missing a beat.

Enterprises

Take advantage of Enterprise features like skill-based routing, advanced security, and premium SLAs to support global operations.

Benefits of Using Freshchat

• Faster resolutions: Real-time chat and AI bots resolve issues up to 60% quicker.
• Higher satisfaction: Personalized conversations keep customers delighted and loyal.
• Increased revenue: Proactive outreach and chat-to-cart reduce cart abandonment.
• Agent productivity: Unified interface and automation streamline daily tasks.
• Data-driven insights: Actionable analytics help you continuously improve support.

Customer Support

Freshchat’s support team is available via email, in-app chat, and phone for Enterprise customers. Response times average under two hours for Growth and Pro tiers, with faster SLAs on Enterprise.

Comprehensive documentation, video tutorials, and a vibrant community forum ensure you can self-serve answers 24/7. When you need a direct hand, Freshchat’s experts are ready to guide you every step of the way.

External Reviews and Ratings

Reviewers praise Freshchat for its intuitive UI and powerful automation. G2 users highlight the ease of setting up bots and the seamless omnichannel inbox. On Capterra, companies note significant ROI from proactive messaging campaigns.

Some feedback mentions occasional delays in integrating niche third-party apps. Freshchat addresses this by continuously expanding its marketplace and offering APIs for custom connections, ensuring minimal disruption for growing teams.

Educational Resources and Community

Freshchat offers a rich library of resources: the Freshworks Academy delivers step-by-step courses, while weekly webinars showcase best practices. The customer community forum is a hub for tips, use cases, and peer support. For quick answers, the official blog regularly publishes articles on chat strategy and emerging trends in customer engagement.

Conclusion

Whether you’re launching your first support channel or optimizing a global help desk, Freshchat delivers all the tools you need to master live chat and messaging. From AI-powered bots to proactive triggers, Freshchat ensures every conversation becomes an opportunity to win customers for life. Ready to transform your support? Try Freshchat for 14-days Free Today and witness the difference.

Try Freshchat for 14-days Free Today