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Bonfire Rating: 4.7/5 Freshchat offers chatbots and customized messaging for businesses of all sizes!
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Freshchat
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Marketplace with App Integrations
Chatbots with Analytics Functionality
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Having the right messaging platform is important, but having the perfect AI-powered chat assistant is a game change r. If you don’t have the right tools in place to help you manage customer inquiries, then you’re missing out on an essential part of growing your business . I’m AJ, and I’ve used all kinds of tools while growing my digital agency over the last decade. After a successful multi-million dollar exit, I started Small Business Bonfire to share what I’ve learned . Freshchat is a software that has consistently exceeded my expectations , so my team and I had to put it to the test. We created this review to showcase what the platform has to offer because, honestly, we’re big fans of it. Let’s dig in! FYI — we also made a list of the best CRMs for small businesses for you to check out after the article.
You Can Trust Small Business Bonfire Since 2009 Small Business Bonfire has been testing and rating thousands of business software to help you (our small business owners) start & scale your organizations. If you want to know more about how we test, please read this article here.
What is Freshchat?
Freshchat is essentially a powerful app that helps you communicate with your website visitors, customers, and team members using live chat tools. In today’s digital age, customers expect on-demand service, and Freshchat makes that possible . It’s like a chatbot on steroids. Freshchat automates conversations via an AI-driven interface called Freddy AI. This software makes it so you don’t have to be there to answer customer queries when you’re away. The platform also allows for real time messaging, which is great so you don’t miss out on any potential customers. Some features of Freshchat include the following: Chatbots Third-party integrations Multi-channel messaging (email, chat, phone) Team collaborations We think that the platform is great for businesses of any size , as chatbots are a great way to increase efficiency and customer satisfaction across the board. Freshdesk can also take some of the pressure off of your customer service team, allowing them to focus on more complex tasks . If you’re a small business that doesn’t have chat functionality on your website, we recommend you check out Freshchat as soon as possible. After all, what do you have to lose by signing up for their free plan?
What Does Freshchat Do?
Freshchat makes it easy to engage with your customers in real time . The platform helps you automate conversations , so you don’t have to be there all the time and can focus on other important tasks. The software is really good at understanding customer intent and can answer basic queries without any human intervention. Think of it like a customer service representative who is always on standby. Throughout our testing, we were consistently impressed with what the messaging platform had to offer.
Pros and Cons of the Freshchat
We’ve touched on some of what makes Freshchat great, but it’s important to examine the negatives as well. Let’s go over the pros and cons.
Freshchat Pros
Affordable pricing
Free chatbot functionality
Lots of useful third-party integrations
Automated responses to reduce response times
Freshchat Cons
It can be a bit confusing for new users
Customer service is somewhat limited
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Visit Freshchat For Pricing
Who is Freshchat Best Suited For?
Freshchat has a place within any sized business, in our opinion. Startups can utilize the platform to really get the ball rolling in their customer service department. Small and midsize businesses looking for a highly efficient chatbot solution can get a lot of mileage out of the auto-resolve and advanced automation features with the Pro plan. Some business types that can seriously benefit from Chatbot include: Retail eCommerce Education Travel & Hospitality
Who is Freshchat Not Suited For?
Honestly, we think that Freshchat is great for any business type. However, some examples that might not get the full benefit of the service are: Businesses that rely heavily on telephone or in-person support Businesses looking for more traditional customer service solutions (live chat, phone support) If you’re in the camp that thinks Freshchat isn’t for you, we still recommend trying it out . You might be surprised at how much it could benefit your business.
Freshchat Software Pricing
Freshchat offers 3 paid pricing plans + a free plan. The plans are: Growth – $15/month, billed annually Pro – $39/month, billed annually Enterprise – $69/month/ billed annually The free plan comes with a lot of great features that any business can take advantage of, such as chatbots and email integration.
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How Does Freshchat Pricing Compare?
Compared to other chat-based software, Freshchat is an incredibly affordable option . For example, Intercom charges $74/month for their basic plan, which is more expensive than the highest-tiered Freshchat plan (Enterprise), which is $69/month . As we’ve mentioned, Freshchat also has a free plan , which makes it much more accessible than Intercom. The great thing about that if you try out Freshchat and it’s not for you, Intercom is still an option (and you haven’t wasted any money).
Freshchat Pricing Tips
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Annual Plans Save By paying upfront for an annual plan, users can save up to $14/month (per agent) with the Enterprise plan. If you're using Freshchat for an enterprise with a lot of chat agents, this can really add up.
Free Plan The free plan offers a lot of great features, but our favorite is the chatbots powered by Freddy AI. We think this is worth it, even if you don't use Freshworks for anything else.
21-Day Free Trial If you're looking to try out Freshchat's advanced features without any commitment, you're in luck. Freshchat offers a 21-day free trial with all of their plans. This removes any barrier to entry that small businesses might have with the software.
Freshchat Core Features
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Chat Dashboard
With your chat dashboard, you can see a ton of data that can help you understand how customers interact with your chatbot . This helps you get the most out of your Freshchat experience by optimizing conversations and making sure they're as successful as possible. By having all of the activity from your messaging efforts in one place, you can easily spot any areas that need improvement . Some metrics we found super helpful were the following: Agents online Team inbox activity Customer satisfaction ratings Incoming conversations Response time Resolution time Here's an example of the interface to give you a better idea.
Team Chat Groups
Freshchat allows users to organize team members into groups with ease. This allows conversations to be assigned to groups rather than individual team members. We think this is a great tool for small business owners that want to easily differentiate roles for teammates. We set up a group dedicated to support (shown below) with just a few clicks. We selected the name, created a description, assigned agents, and set our business hours.
Marketing Automation
Freshchat offers the following automation features for amping up your marketing efforts: Journey Emails Whatsapp Campaigns SMS Campaigns We tested each of these to give you a better idea of what kind of automation Freshchat offers. Let's break it down. Journey Emails Freshchat allows for journey emails that enable businesses to automate their email marketing campaigns at specific customer touchpoints . Journey emails can be triggered by various events, such as a user signing up or abandoning their cart. Customized messages can then be sent to those users, ultimately increasing engagement and sales . The best part? Freshchat's journey emails benefit from the platform's intelligent features that personalize content based on the user's interests, demographics, and buying habits. Setting up a campaign was pretty straightforward. We selected a template from an impressive list (shown below). After that, we were able to add content with the simple drag-and-drop interface. Here's what we were able to create in less than 10 minutes with the intuitive UI. Whatsapp Campaigns Freshchat offers WhatsApp campaigns, which capitalize on the fact that over 2 billion people worldwide use WhatsApp for messaging. With Freshchat's WhatsApp campaigns, businesses can leverage this popular messaging platform to make a personal connection with potential leads and customers . Freshchat makes it simple for businesses to create and send personalized WhatsApp messages to their target audience. SMS Campaigns Freshchat also provides SMS campaigns, which are another way to stay connected with customers directly . SMS campaigns are perfect for sending quick promotional reminders, discounts, or alerts without the need for customers to log into their email accounts. Freshchat's SMS campaigns allow businesses to create automated messages that are sent out at specific times and frequencies. With Freshchat's intelligent SMS campaigns, businesses can seamlessly deliver personalized text messages to their clients and customers.
Chatbots
Freshchat AI chatbots, powered by Freddy AI, are a great way to automate (and frankly revolutionize) the way you interact with customers. Chatbots allow your business to connect with your target audiences via live chats with basically all the functionality of a live agent. This is probably our favorite aspect of Freshchat (especially since it's free). The setup process was simple and only took a few minutes. We were able to quickly create our chatbot and customize it in conjunction with the web widget channel. First, you either select one of their templates (screenshot below) or create your own custom chatbot . We went with one of the helpful templates and got started. The first thing we did was customize the chat window to our liking. We were able to name the chatbot, add an avatar, and customize the widget's appearance. Here's what ours looked like. The interface, while helpful, does have a bit of a learning curve to it. We recommend watching some videos if you're new to creating automated chatbots. One thing we especially liked was the ability to see all our chatbot/customer conversations , as well as the errors our chatbot encountered . This allowed us to retool the program as needed.
Multi-Channel Messaging
Freshchat allows you to have all of your conversations in one place by utilizing multi-channel messaging. This means that you can read and reply to messages (all in one place) from the following channels: Phone Email SMS Instagram Web widget Facebook Messenger Whatsapp Messenger As you can see, everything is laid out in a way that makes the service very easy to navigate . Throughout our months of testing, we set up marketing and support email with Freshchat, as well as our business Facebook messenger. Overall, it really made it easy to view and reply to all of our messages from essentially one chat hub.
Robust Integrations
In terms of integrations, Freshchat has got you covered. The platform offers integrations with the following third-party messaging services: Facebook Messenger Whatsapp Messenger Google Business Messages LINE (messenger app) Popular email platforms You can also utilize Magento 2 and Teamviewer, which we thought was great for remote assistance .
Mobile App
The Freshchat App for iOS and Android is a great way to stay connected with your customers . The app allows you to do the following: Respond quickly and easily to customer chats Manage multiple conversations at once Customize the chat window as desired The interface also allows you to keep track of all conversations in one place, which is super helpful when managing clients. The app makes it easy to view and respond to customer messages, check analytics on the go, create canned responses, and even manage conversations with your team. We took the app for a spin during our testing and were pretty impressed with how well it worked.
What are the Limitations of Freshchat? Freshchat is limited in the number of chatbot solutions it offers, as they are still using third-party integrations for most of these tools. Additionally, Freshchat does not offer much in the way of telephone or traditional customer service options, so if that is a requirement for your business, we suggest looking into other platforms. What Sets Freshchat Apart from Other Chatbots? What really sets Freshchat apart from the competition is Freddy AI. This is Freshchat’s own AI-powered chatbot, and it really helps reduce response times. Freddy can be programmed with custom responses to match the tone of your brand. The other thing that makes Freshchat stand out is its incredibly affordable pricing plans and free plan. This makes it accessible for any size business , regardless of budget. How to Get Started with Freshchat Getting started with Freshchat was simple. We input a few fields, such as company, email, phone number, and name. From there, we were prompted to select our industry, and then we got started. The interface (as expected from Freshworks) was sleek and stylish , laying out everything in a clear way. Some aspects of creating chat bot itself can be fairly confusing, but Freshchat does a great job of simplifying things on the user’s end. We were asked to select a messaging channel to offer live chat through. For the purposes of our business, we went with support email. Overall, the onboarding process with Freshchat was pretty great — 10/10 would recommend it to a friend. Is Freshchat Easy to Use? This question is a bit complicated. On the one hand, Freshchat makes a lot of arduous processes a lot simpler with its sleek user interface . On another, it can be difficult for new users to get a grasp on the platform due to the learning curve . Ultimately, our takeaway is that Freshchat is one of the most streamlined chatbot platforms on the market , despite the (potentially) confusing subject matter. They also offer a ton of helpful videos and articles if you find yourself lost. Freshchat Customer Service Review For a service offering customizable chatbots, we are surprised that they don’t offer live chat . Their customer support was very knowledgeable , but the fact that we had to wait for a response overnight was a bit disappointing. We asked customer support a quick question about integrating with Slack with our chat messages, and we didn’t hear back until the next day .
