Freshdesk Messaging

Category Live Chat
Reviewed by Rashi
Updated August 16th, 2021

Tekpon Score

8.7

Users Score

7.5

Freshdesk Messaging

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Looking for an omnichannel, AI-driven chat solution for your business? Well, Freshchat is the ultimate answer to fulfill all your business needs. It is an age of social messaging, and it has become a need for all business solutions these days to keep their customers engaged and deliver what they are looking for.

Freshdesk Messaging or Freshchat is a modern messaging software built for sales and customer engagement teams to talk to prospects and customers on the website, mobile app, or social pages. It is a shift from the legacy model of chat software that exclusively helps businesses and their teams focus on a continuous and context-driven messaging experience.

UI/UX

8.7

Ease of use

9.0

Value for Money

8.7

Features

8.5

Customer Support

8.8
Pricing Details

Starting from: $18/month

Pricing Model: Per user

Yes, has free trial

Yes, has free version

PROs
  • Third-party app integration
  • Excellent Tracking Features
  • Ease of use
  • Security
CONs
  • Per-user billing
  • Limited File Sharing
Best for
  • Freelancers
  • Small business
  • Medium business
  • Large enterprises
Deployment
  • Cloud, SaaS, Web-Based
  • Mobile - Android
  • Mobile - iPhone
  • Mobile - iPad

Freshdesk Messaging (formerly Freshchat) – Live Chat Software

Freshdesk Messaging, or it is known as Freshchat among its users, is an AI-powered customer messaging software used by businesses of all sizes to offer digital-first customer service across various channels like WhatsApp, Apple Business Chat, and Facebook Messenger, website, mobile app, and others.

With more and more companies moving towards contactless service, customers expect on-demand, personalized support on familiar channels that are easily accessible. This is where solutions like Freshchat come into the picture and fulfill the need of the hour. Hence, in the article below, we have compiled a detailed review of Freshchat and its features and other alternatives that will help you better understand this software. So without further ado, let us dive right in!

What is Freshchat? 

Freshchat is one of the advanced solutions available in the market that is a solution to modern messaging, i.e., live chat. Moreover, Freshchat has some excellent qualities to offer to its customers, which are :

  • Unified inbox experience to manage conversations across digital channels.
  • Best-in-class AI chatbots that focus on intent and engagement.
  • Proactive messaging using hyper-targeted rich media campaigns.
  • Intelligent load balancing and auto-routing capabilities.
  • Seamless integrations via a rapidly growing app marketplace and custom APIs.

In addition to these, Freshchat has an array of team collaboration tools. For example, there is Team Huddle, Shared Ownership, Linked Tickets, Parent-Child Ticketing, and many more. We will surely be looking into these features in detail in the latter part of the review.

What is Freshchat used for? 

With Freshchat features like campaigns, sales bot, integrated self-service, and intelligent message routing, expectations are set and met, and responses to visitors’ questions are smarter and faster. In addition, it is used to connect with customers on the channels they love and easily guide them to find the answers they are looking for in less time.

How do you use Freshchat?

Freshchat is a leap from legacy live-chat systems, as it brings the continuity and experience of consumer messaging apps to businesses to help them convert visitors and delight customers. To get started with Freshchat, here’s what needs to be done:

  • Activate the Freshdesk Messaging account and set up a password.
  • Install Freshdesk Messaging on the website (logged-out visitors).
  • Install Freshdesk Messaging on the web app and restore conversations(logged-in users).
  • Customize the Freshdesk Messaging web messenger to reflect your brand.
  • Invite team members to Freshdesk Messaging/ Freshchat.

What is the difference between Freshdesk and Freshchat? 

Freshchat is a modern messaging software built for sales and customer engagement teams to convert visitors into leads and users into happy, engaged customers. On the other hand, Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase agent productivity and improve customer satisfaction.

Freshchat Features 

Freshchat software offers a plethora of services and features to its customers. Below mentioned is the detailed list of features that Freshchat offers:

  • Chat widget

The Freshchat chat window is in the middle of the pack as far as the best live chat software tools go. It does provide options for sending and receiving attachments and emojis but doesn’t have all the bells and whistles of its competitors.

  • Teams

The Freshchat Groups feature allows you to organize team members into groups like Support, Product Managers, or Sales. Users can then assign conversations to groups.

  • Routing

Users can automate conversation routing in Freshchat, where you can assign conversations to individual team members or groups based on rules that you need to define. Freshchat conversation routing requires upgrading to its 2nd highest priced plan, the Estate plan.

  • Office Hours

Set your office hours and messages for website visitors based on what time of day they initiate a conversation and whether that time is inside or outside of your office hours. This feature requires upgrading to Freshchat’s Blossom plan or higher.

  • Email inbox

Freshchat doesn’t provide an email inbox. Instead, you’ll need to purchase additional software (Freshdesk) from Freshworks. When you have the integration built with Freshdesk, you’ll have its email inbox functionality.

  • User dashboard

Freshcat’s advanced dashboard provides a real-time view of conversation trends, productivity metrics, and team member performance. It also comes with user event timelines, user info, and using social media profiles. The advanced dashboard feature is available from the Estate plan and up.

  • Reporting

Freshchat reports are used to analyze your team’s performance via metrics such as CSAT (customer satisfaction). Its reports also track resolution by tags (‘labels’). This feature is available in the Blossom plan and up. However, it also requires Freshworks helpdesk software, Freshdesk, which is more expensive than Freshchat. See the Freshchat Pricing section below for more details.

  • Custom bots

With Freshchat custom bots, you can build your chatbot for customer acquisition and delight. However, you only get 1 custom bot in the Garden plan and then unlimited custom bots from the Estate plan and higher.

  • Freddy Answer Bot

The Freddy Answer Bot is a new feature from Freshchat where you can send automated answers to customer questions.

  • In-app messages

Freshchat’s in-app messages let you engage with targeted users and send promotional messaging to those groups. In addition, in-app messaging is used for onboarding, support, The Garden plan, and higher support this feature Garden plan.

  • Multilingual

If you upgrade to the Estate plan and use Freshworks customer support software, you can support messenger FAQs and message channels in 33 different languages.

  • Triggers

Chats can be triggered using the Campaigns feature if you upgrade to the Blossom plan. However, in the Blossom plan, you’re limited to 1 triggered message. If you upgrade beyond the Blossom plan, you’ll have unlimited triggered messages.

Freshchat Pricing 

When it comes to pricing, Freshchat comes with five pricing tiers, starting with a free plan. However, to makes use of all the features available for Freshchat, one also needs to use Freshdesk and Freshsales. In addition, Freshchat has a free plan that gives its users the platform’s idea; although this plan comes with limited support, users can use it in the initial stages to know more about the software.

Freshchat Integrations

Freshchat offers a limited number of integrations. This is because Freshworks as a company wants its users to have Freshdesk and Freshsales software, in addition to Freshchat. Below mentioned are the integrations available:

  • WhatsApp
  • Shopify
  • Freshdesk
  • Freshsales
  • Zendesk
  • Slack
  • WordPress

Along with that, Freshchat also has a developer community that helps in building additional tools. It also has a web SDK feature that can enable a custom Freshchat widget for the end-users. The Freshchat API has a comprehensive set of conversation APIs to integrate with other bot service providers.

How does Freshchat integrate with Freshdesk?

Freshchat integration with Freshdesk helps support agents to engage in conversations with website visitors and customers from the comfort of their helpdesk. This means that users can integrate the Freshchat messenger on your website, in-app, support portal, or mobile. Visitors and customers can start a contextual conversation by picking the channel closest to their query and browse for FAQs from inside the messenger instead of navigating elsewhere. Below mentioned are the steps for the same:

  • Go to Admin > Channels > Freshchat.
  •  Click on the ‘Link Freshdesk with your Freshchat account’ toggle.
  •  Enter your Freshchat App ID (You can get your App ID from Freshchat under Settings > Account Settings > Integration Settings → Agent widget).
  • Enter your Freshchat Token ID (You can get your Token ID from Freshchat under Settings > Account Settings > Integration Settings > Visitor widget).
  • If you want to integrate the Freshchat messenger on your support portal, click on the ‘Chat for your support portal’ toggle. 
  • To convert your Freshchat conversations into Freshdesk tickets and transport Freshdesk FAQ folders into Freshchat FAQ categories, use your Portal URL and API Key inside Freshchat under Settings > Integrations > Freshdesk Integration 
  • Click on ‘Finish,’ and you’re all set. 
  • Click on the ‘chat’ icon on the bottom left of your screen to chat with visitors and customers from right within your helpdesk. 

Freshchat Alternatives 

The top alternatives to Freshchat are:

  • LiveChat
  • Zoho Desk
  • Tawk.to
  • See All Alternatives

LiveChat and ProProfs Chat are their top competitors based on similarity, popularity, and user reviews. However, when comparing Freshdesk Messaging to its top 100 alternatives, Asana has the highest rating, with GoToMeeting as the runner-up, and Freshchat ranks 59th in the place.

Freshchat Review Conclusions 

Messaging apps are as pervasive as they can get in our lives. They dominate our mobile phone’s home screen and rule the various gamut’s of our world – whether it is inquiring about the status of an order, checking on a cab’s proximity, or wading through group dialogues with the kith and kin.

You think communication. You think messaging.

Freshchat is the ultimate answer for all the modern messaging needs. If, in the past, you loved using Freshworks suite of tools, then you’d certainly love this one too. Bottom line, we highly recommend you start the free trial of this tool today.