TrustRadius: an HG Insights company

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Freshchat

    Score8.8 out of 10
    N/AA solution to engage customers with smarter conversations on any channel, designed so support, marketing, sales, and even bots to have conversations at scale with customers.

    $0

    per month free for up to 10 agents

    Freshdesk

    Score8.7 out of 10
    N/AFreshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot,…

    $0

    Up to 2 agents

    Pricing
    FreshchatFreshdesk
    Editions & Modules
    Growth
    $19
    per month (billed annually) per agent
    Pro
    $49
    per month (billed annually) per agent
    Enterprise
    $79
    per month (billed annually) per agent
    Free
    $0
    Up to 2 agents
    Growth
    $15
    per month (billed annually) per agent
    Pro
    $49
    per month (billed annually) per agent
    Enterprise
    $79
    per month (billed annually) per agent
    Offerings
    Pricing Offerings
    FreshchatFreshdesk
    Free Trial
    YesYes
    Free/Freemium Version
    YesYes
    Premium Consulting/Integration Services
    YesYes
    Entry-level Setup FeeOptionalNo setup fee
    Additional Details——
    More Pricing Information
    Community Pulse
    FreshchatFreshdesk
    Considered Both Products
    Freshworks Inc
    Chose Freshchat
    Freshchat stands out as a strong live chat and messaging solution, especially for live customer support. Compared to Zendesk Explore, which is a tool specifically designed for analytics and reporting. Freshchat is designed for instant communication with customers, making it a …
    Incentivized
    Chose Freshchat
    Freshdesk messaging is a chat world whereas Freshdesk is a ticketing world.
    Incentivized
    Chose Freshchat
    because i found Freshdesk is very easy in using , have a usability way , and can show me the priority of the chats easily , i can see all the information and details i need through it , freshdest is the best chat contact i use , its really amazing and its features make it very …
    Incentivized
    Chose Freshchat
    The advance feature of the product
    The usability and feasibility of the tool
    Customer experience point of view is really good.
    Incentivized
    Chose Freshchat
    We have used a self-developed solution for the same purpose with full in-house development however the features vs the value that freshchat provided were worth the selection, freshchat achieved overall better performance and received gemerally more praise, some key advantages …
    Incentivized
    Chose Freshchat
    Freschat has all the basics we need to offer this channel to our customers.
    Incentivized
    Chose Freshchat
    Most of our customers prefer to use the Slack app. They also prefer to use it to communicate directly with our Client Success Team for strategic questions/consulting rather than using it to escalate support related issues. Freshchat is great because having it directly in the UI …
    Incentivized
    Chose Freshchat
    Its under the same company Freshworks which allows integrations
    Incentivized
    Chose Freshchat
    We have used Intercom.

    The terms used within Intercom were quite complex and the knowledge curve was not very smooth.
    Incentivized
    Chose Freshchat
    It's easy for chat communication and creating conversations for e-commerce support.
    Incentivized
    Freshworks Inc
    No answer on this topic
    Key User Insights
    Would buy again
    No answers on this topic
    No answers on this topic
    Delivers good value for the price
    No answers on this topic
    No answers on this topic
    Happy with the feature set
    No answers on this topic
    No answers on this topic
    Lived up to sales and marketing promises
    No answers on this topic
    No answers on this topic
    Implementation went as expected
    No answers on this topic
    No answers on this topic
    Features
    FreshchatFreshdesk
    Chat Analytics and Reports
    Comparison of Chat Analytics and Reports features of Freshchat and Freshdesk
    Feature
    Freshchat
    6.5
    10 Ratings
    Freshdesk
    -
    Ratings
    Chat history and transcripts7.010 Ratings00 Ratings
    Chat reporting6.210 Ratings00 Ratings
    Chat and web analytics6.39 Ratings00 Ratings
    Incident and problem management
    Comparison of Incident and problem management features of Freshchat and Freshdesk
    Feature
    Freshchat
    -
    Ratings
    Freshdesk
    8.6
    174 Ratings
    Organize and prioritize service tickets00 Ratings9.2170 Ratings
    Expert directory00 Ratings8.0115 Ratings
    Subscription-based notifications00 Ratings8.43 Ratings
    ITSM collaboration and documentation00 Ratings7.64 Ratings
    Ticket creation and submission00 Ratings9.1170 Ratings
    Ticket response00 Ratings9.3170 Ratings
    Self Help Community
    Comparison of Self Help Community features of Freshchat and Freshdesk
    Feature
    Freshchat
    -
    Ratings
    Freshdesk
    8.0
    156 Ratings
    External knowledge base00 Ratings8.0142 Ratings
    Internal knowledge base00 Ratings8.0145 Ratings
    Multi-Channel Help
    Comparison of Multi-Channel Help features of Freshchat and Freshdesk
    Feature
    Freshchat
    -
    Ratings
    Freshdesk
    8.3
    165 Ratings
    Customer portal00 Ratings7.4141 Ratings
    IVR00 Ratings8.251 Ratings
    Social integration00 Ratings8.587 Ratings
    Email support00 Ratings9.4164 Ratings
    Help Desk CRM integration00 Ratings7.7101 Ratings
    User Ratings
    FreshchatFreshdesk
    Likelihood to Recommend
    8.1
    (34 ratings)
    8.6
    (241 ratings)
    Likelihood to Renew
    8.2
    (3 ratings)
    8.0
    (21 ratings)
    Usability
    7.0
    (10 ratings)
    8.0
    (41 ratings)
    Availability
    7.3
    (1 ratings)
    4.6
    (5 ratings)
    Performance
    7.3
    (1 ratings)
    5.5
    (5 ratings)
    Support Rating
    6.4
    (3 ratings)
    7.6
    (39 ratings)
    In-Person Training
    -
    (0 ratings)
    8.2
    (1 ratings)
    Online Training
    -
    (0 ratings)
    8.1
    (2 ratings)
    Implementation Rating
    7.3
    (2 ratings)
    8.6
    (171 ratings)
    Configurability
    4.5
    (1 ratings)
    5.4
    (6 ratings)
    Contract Terms and Pricing Model
    4.5
    (1 ratings)
    6.4
    (4 ratings)
    Ease of integration
    7.3
    (1 ratings)
    7.7
    (5 ratings)
    Product Scalability
    4.5
    (1 ratings)
    5.5
    (5 ratings)
    Professional Services
    4.5
    (1 ratings)
    6.4
    (1 ratings)
    Vendor post-sale
    8.2
    (1 ratings)
    6.8
    (4 ratings)
    Vendor pre-sale
    8.2
    (1 ratings)
    6.9
    (4 ratings)