Freshchat vs. LiveChat

Freshchat

Freshchat

92 Reviews and Ratings

LiveChat

LiveChat

137 Reviews and Ratings

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Freshchat	Score 8.8 out of 10	N/A	A 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.	$19 per month (billed annually) per agent
LiveChat	Score 9.3 out of 10	Mid-Size Companies (51-1,000 employees)	LiveChat serves as a customer service platform with live chat support, help desk and web analytics functionalities, with the goal of allowing users to provide 24/7 support to customers. The core feature of the software is its chat tool, where both service and sales team can answer customers' questions in real time. Online businesses can interact with customers on their website, to be more accessible. With LiveChat, users can identify people on the website and engage them…	$20 per month, billed annually per user

Pricing

Freshchat

LiveChat

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

Starter: $20
per month, billed annually per user
Team: $41
per month, billed annually per user
Busniess: $59
per month, billed annually per user
Enterprise: Request Quote from Sales

Offerings

Pricing Offerings
Freshchat	LiveChat
Free Trial
Yes	Yes
Free/Freemium Version
Yes	No
Premium Consulting/Integration Services
No	No

Entry-level Setup Fee

Optional

No setup fee

Additional Details

—

—

More Pricing Information

Community Pulse
	Freshchat	LiveChat
Considered Both Products	Freshchat Verified User Anonymous Chose Freshchat I've used the above as an agent and to be fair I inherited Freshdesk when I took my role over. I stuck with it as it does what it says on the tin, it has some good functionality and a good price for what you can get all in if you include Freshdesk too. Incentivized Helpful? Verified User Anonymous Chose Freshchat Freshchat is way above it’s competitor in features and printing all inclusive support 24/7 ready for our business all this at all lower cost what can you ask for more this helped up be more efficient and allowed us to take our business to the next level all client and user were … Incentivized Helpful? Verified User Anonymous Chose Freshchat Freshchat provided best possible tool at best possible price. Incentivized Helpful? Verified User Anonymous Chose Freshchat Freshchat has better integration because of the Fresh suite where the crm is connected t freschhat making information centralized. Also, there is the ticketing system for fresh that helps understand user communication history. Plus WhatsApp is now possible and easier to setup … Incentivized Helpful? Verified User Anonymous Chose Freshchat The advance feature of the product The usability and feasibility of the tool Customer experience point of view is really good. Incentivized Helpful? Iain Cameron User Services Manager Chose Freshchat selected to tie in with our main ITSM tool, and as such we did not on this occasion survey the market place Incentivized Helpful? MA Mohammed Alhassan Lead System Admin 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 Helpful? Verified User Anonymous Chose Freshchat Freschat has all the basics we need to offer this channel to our customers. Incentivized Helpful? Luke Kadillak Senior Solutions Consultant 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 Helpful? IA Ikbal Ahmed Operations Analyst 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 Helpful? Farrah Abdurahman Technical Analyst Chose Freshchat Its under the same company Freshworks which allows integrations Incentivized Helpful? Verified User Anonymous Chose Freshchat Honestly, Freshchat was the first choice from the beginning since we were already using Freshdesk ticketing system and we wanted a smooth integration between the products. While we explored a few products, we quickly tested Freschat and sticked to it. Incentivized Helpful? Andrew Naylor Product Specialist Chose Freshchat Only did a preliminary investigation as were a Freshdesk user prior, so was an extension of the great offering from Freshdesk Incentivized Helpful? Verified User Anonymous Chose Freshchat Freshdesk messaging is a chat world whereas Freshdesk is a ticketing world. Incentivized Helpful? Verified User Anonymous Chose Freshchat We reviewed Zendesk with Freshdesk, but decided to stick with Freshdesk as it works better with our platform. Incentivized Helpful? Verified User Anonymous Chose Freshchat I have not used other messaging apps like Freshchat messaging. I did look at other options when evaluating if I would use Freshchat and it was apparent that Freshchat was the most cost-effective option with the highest potential for customization and the most features that … Incentivized Helpful? MA mohammed abbas Palm City Chose Freshchat I haven't used any products like Freshdesk Messaging Incentivized Helpful? ibram boutros dispatcher 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 Helpful? MO mahmoud osman agent Chose Freshchat Messaging across mediums - Freshchat integrates with majority of mainstream instant messaging apps. Like Facebook messenger, Telegram and WhatsApp . This makes it convenient for us to have a presence on the above-mentioned platforms and respond to messages from these platforms … Incentivized Helpful? MS mo'men samir dispatcher Chose Freshchat Freshdesk is better it has faster actions and no much options must be filed to solve the issue // what we need to solve the issue is filling 2 blocks and submit the issue to solve it /// having the abilty of contact with more than 3 clients on the same time. Incentivized Helpful? Verified User Anonymous Chose Freshchat Its easy to use and its very friendly. It requires very less time to train staff on it. Easy to track work and manage work on it. It is integrated with other tools which we can use use to chats done by the agents for their audit purposes. Loved working on it. Incentivized Helpful? Nick Salerno Senior Software Engineer Chose Freshchat The interface of Freschat is quite well designed and structured which is not sluggish to use at all. Also, it has a very easy-to-use interface which makes it easy for the users to operate it. Other than that, Freshchat encompasses all the amazing features of contacting the … Incentivized Helpful? Carol Aleman Software Engineering Manager Chose Freshchat Freshchat has thoroughly helped my business to maximize every action of a user on our platform by enabling us to engage visitors in the right manner by email and chatbots. Incentivized Helpful? Maria Coelho Senior Software Development Engineering lead Chose Freshchat None Incentivized Helpful? Bella Castilla Senior Account Executive Chose Freshchat I have a lot of software already in my organization which we are using to handle different processes in the organization, Freshchat easily gets integrated with them and gives me all in one platform to manage all of my activities on one platform which is great help for me. It is … Incentivized Helpful?	LiveChat JA Joshua Alhat Operations Manager, Sales Chose LiveChat We had to move away from Intercom as it changed it pricing model and the pricing that it came to us with was out of our budget. LiveChat gave us a better product at a lesser price. Incentivized Helpful? RP Renan P Technical Support Engineer Chose LiveChat There are many other options available on the market and of course they are all competing against each other, however, LiveChat really shines more than the others due its simple user interface and the real-time typing that your user is doing on his side, we can easily see the … Incentivized Helpful? Verified User Anonymous Chose LiveChat WhatsApp Business Incentivized Helpful? Helen Kinnear Client Success Team Manager Chose LiveChat Live chat provides customers with quicker replies than WhatsApp and ensures queries are either answered or passed on efficiently and effectively. Incentivized Helpful? Tigran Petrosyan Risk Management Specialist Chose LiveChat I have not used other program similar to LiveChat, so it would be hard for me to answer this question. Incentivized Helpful? MD Mark DiNallo Service Director Chose LiveChat Overall very similar in design, but LiveChat had a better interface, better reporting and analytic tools, better mobile support, and just an easier overall feel. The two products are very much alike in the vast majority of ways, but I ended up preferring this product overall. … Incentivized Helpful? Verified User Anonymous Chose LiveChat Ease of setup and use is very light and delightful on LiveChat. Quality of support provided by them is amazing. Admins can easily work on newly added features and functionality. Gives almost everything I need. Pleasurable in terms of doing business with them. This software is … Incentivized Helpful? Ashia Ackov Game Producer Chose LiveChat I haven't use ZenDesk in a few years so I can't remember any pros or cons there, they were both pretty easy to use from what I recall, but we just so happen to use LiveChat now because of the user interface and instant reports. Maybe, set-up for ZenDesk was easier. Incentivized Helpful? Cristina Gonzales Senior Manager Customer Care Chose LiveChat LiveChat is very similar to LiveAgent Incentivized Helpful? Verified User Anonymous Chose LiveChat We have also used WhatsApp Business, however this proved not to be as user friendly and we experienced several glitches and lost chats. However, WhatsApp Business does allow clients to contact us directly from a mobile app they are already likely to have and allows clients to … Incentivized Helpful? MP Michelle Penix Member Advocate Chose LiveChat This is the only job I have used a LiveChat type of program for customer service. The other employers I have worked for used phones or face to face contact in order to assist customers in the daily workplace. I believe the company chose to use LiveChat because of its efficiency … Incentivized Helpful? Verified User Anonymous Chose LiveChat Transfer chats from one agent to another. It also supports agent groups, where users can easily select the department they want to talk to. Shows basic information, such as country, IP address and visited pages. Incentivized Helpful? Jason Shindler Director Of Technology Chose LiveChat These products don't load on the user's own web site and aren't as easy to use as LiveChat. We've been happy with Livechat and really haven't explored other options that much because it just works well. I wish there was a free open source product that worked well that we could … Incentivized Helpful? Dominic Johnson Sales Chose LiveChat We haven't used a similar product. Incentivized Helpful? Miguel Brito Dj, Emprendedor y Community Manager en Eventos CAR-YAN Chose LiveChat It is the first time that we've used a program of this type. Actually the result has been positive. It is very difficult to identify a problem, when the experience has been positive. We believe that this type of chat platform has the strength of contact with customers. That … Incentivized Helpful? Verified User Anonymous Chose LiveChat The software allowed us to leverage additional Sales Team activity from our web traffic - letting us increase engagement with customers and drive additional sales. The chat routing functions allowed me to segment traffic on particular pages to relevant parts of the sales team. … Incentivized Helpful? CYNTHIA AVEH CEO Chose LiveChat MailChimp, Twitter Ads and Skype Incentivized Helpful? Marlon Seijas analista Chose LiveChat We only compare the utility for the business that is to say better for us at this time to address the concerns of our customer. According to this, the management will decide to brainstorm with the staff in charge of implementing or managing the chat. The personal responded and … Incentivized Helpful? Jordan Linford Digital Marketing Director Chose LiveChat The other ones are good too, but ultimately it was the app and ease of use that lead us to LiveChat. Incentivized Helpful? Deborah Ewenla Engineer Chose LiveChat whatsapp, Microsoft Azure, Balsamiq, Dynamic Interactive and WordPress Incentivized Helpful? Akinyinka Natasha Adeyinka Business intelligence analyst Chose LiveChat LiveChat is specifically a help desk tool and it does a good job around this niche market. Intercom tries to be a sales, help desk and marketing tool and isn't top-notch in any of these markets. LiveChat provides more support agent styled features than Intercom. Incentivized Helpful? Abiola Adeniyi Junior Software Developer Chose LiveChat While userlike is now free, (it wasn't free when we used it), we had issues with navigating around this program as it's user interface wasn't self explanatory, and they didn't provide as much support resources like videos and article which Livechat provides. Incentivized Helpful? Suyi Harrison Iwalewe Co-founder Chose LiveChat Livechat had an easy to understand user interface; unlike User like whose user interface takes a while to get around.Livechat provides better analytics too. Incentivized Helpful? Chamakhe Maurieni CEO Chose LiveChat LiveChat has an attractive user console. Userlike's User console put us off.It was simply unattractive and took us a while to even get around. Incentivized Helpful? Sue Farrance Head Of Customer Success Chose LiveChat I have used two other products that are similar but neither felt as straightforward as LiveChat, and some costs were prohibitive in themselves. Incentivized Helpful?

Features

Freshchat

LiveChat

Chat Analytics and Reports

Comparison of Chat Analytics and Reports features of Product A and Product B
	Freshchat 6.5 Ratings 28% below category average	LiveChat - Ratings
Chat history and transcripts	7.00 Ratings	00 Ratings
Chat reporting	6.20 Ratings	00 Ratings
Chat and web analytics	6.20 Ratings	00 Ratings

Best Alternatives
	Freshchat	LiveChat
Small Businesses	Gist Score 9.5 out of 10	Gist Score 9.5 out of 10
Medium-sized Companies	Genesys DX (discontinued) Score 10.0 out of 10	Genesys DX (discontinued) Score 10.0 out of 10
Enterprises	Genesys DX (discontinued) Score 10.0 out of 10	Genesys DX (discontinued) Score 10.0 out of 10
All Alternatives	View all alternatives	View all alternatives

User Ratings
	Freshchat	LiveChat
Likelihood to Recommend	8.1 (0 ratings)	8.0 (0 ratings)
Likelihood to Renew	8.2 (0 ratings)	10.0 (0 ratings)
Usability	7.1 (0 ratings)	- (0 ratings)
Availability	7.3 (0 ratings)	- (0 ratings)
Performance	7.3 (0 ratings)	- (0 ratings)
Support Rating	6.2 (0 ratings)	7.3 (0 ratings)
Implementation Rating	7.3 (0 ratings)	- (0 ratings)
Configurability	4.5 (0 ratings)	- (0 ratings)
Ease of integration	7.3 (0 ratings)	- (0 ratings)
Product Scalability	4.5 (0 ratings)	- (0 ratings)
Vendor post-sale	8.2 (0 ratings)	- (0 ratings)
Vendor pre-sale	8.2 (0 ratings)	- (0 ratings)

User Testimonials
	Freshchat	LiveChat
Likelihood to Recommend	its good app Freshdesk Messaging help me to contact the customer and contact the customer to inform my problem to solve it and is a good app and help full app and its easy to use uncomplicated and Freshdesk Helps me provide good quality to the customer and make customer feedback good for a company MO mahmoud osman agent Read full review	We needed a mechanism in place to make contact with visitors to our website easier. What we discovered is that it's an excellent tool for creating reports and dashboards that show how soon issues are handled. Our website can now be updated in real-time, and all of our internal teams are really excited to use this fantastic technology. I really recommend [LiveChat] to many friends and past colleagues. Incentivized Verified User Anonymous Read full review
Pros	Freshchat has been offering best-in-class chatbots that primarily focus on intent and engagement. It is quite proactive and has rich media campaigns to segment and target audiences. Freshchat is also one of my favorite software because it offers seamless integration with apps. Incentivized Nick Salerno Senior Software Engineer Read full review	LiveChat has an easy to navigate UI. Most of the tabs you need are on the left and self explanatory. If the team itself has any issues with the software, there is a small help tab on the bottom right for immediate tech support. Not sure if it is 24/7 but quick response. There is also a "Reports" tab that makes it easy for the management department to keep track of tickets answered and task to assign. Incentivized Ashia Ackov Game Producer Read full review
Cons	Bot communications used to take time to appear, but this was fixed recently and we are now more than satisfied to use it. The initial process of setting up a Freshchat account is a long one. The billing is per member/month which can get expensive fast. Incentivized Elizabeth Cassidy Senior Analyst, Customer Analytics Read full review	Price point is a little on the high side, making it difficult for some small businesses to justify. When monitoring chats from a manager standpoint, there seems to be an inherent delay; it does not appear to be instantaneous. Very minor, but the chat widget sound options can be annoying, and wish there were more available options in order to allow employees to differentiate their own sessions if their desks are near one another. Incentivized MD Mark DiNallo Service Director Read full review
Likelihood to Renew	Freshchat has been a reliable and user friendly platform for the past 5 plus years for engaging with customers in real time. It has helped us streamline support, reduce response time and improve customer satisfaction. The advanced automation feature and chatbot functionality have also saved our teams a lot of manual effort and increased efficiency. I didn't rate 10 because there is still room for improvement in reporting and deeper integration. Incentivized IA Ikbal Ahmed Operations Analyst Read full review	No answers on this topic
Usability	I give it an 8 due to its usability. Yes, I had a few issues to begin with and needed some assistance from Freshchat agents, but considering this is something that is completely new to me, to set up what feels like a professional chat handling system complete with autobot within a day is really saying something I feel. Incentivized Verified User Anonymous Read full review	No answers on this topic
Reliability and Availability	Freshchat has always been available when I needed to use it. Incentivized Luke Kadillak Senior Solutions Consultant Read full review	No answers on this topic
Performance	Freshchat always loads quickly and communication is quickly sent and received. Incentivized Luke Kadillak Senior Solutions Consultant Read full review	No answers on this topic
Support Rating	The experience we had in past for lets say 4-5 months with the support team and our TAM was really helpful. The changes in the bot flow has helped our bot to ensure we connect with customer easily. Incentivized Verified User Anonymous Read full review	The only issues I have had with LiveChat are the technical glitches within the program. These are not common as in everyday occurrences but when the glitches do happen they tend to have very negative repercussions. This is due to chats with customers being dropped, this may be an internal server issue though and may not happen for everyone. Incentivized MP Michelle Penix Member Advocate Read full review
Implementation Rating	I hope to show new users data because this can save a lot of time MA mohammed abbas Palm City Read full review	No answers on this topic
Alternatives Considered	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 were related to user experience and performance of the system Incentivized MA Mohammed Alhassan Lead System Admin Read full review	We had to move away from Intercom as it changed it pricing model and the pricing that it came to us with was out of our budget. LiveChat gave us a better product at a lesser price. Intercom did not provide us with chat support for the plan we were on - at times we had to wait 24 hours for a reply to a query on their chat. Livechat literally has chat support at all times. This really helped me with my Implemetation. Incentivized JA Joshua Alhat Operations Manager, Sales Read full review
Scalability	We only implemented the product in 1 way so I cant speak to this. Incentivized Luke Kadillak Senior Solutions Consultant Read full review	No answers on this topic
Return on Investment	From the positive effect of working on it, it helps employees to speed up their thinking and writing. One of the positive effects of our clients is that their problems are solved easily and quickly. Each employee knows how many of his chats have been resolved. There is no negative effect in general. AA Ahmed Abdelghafar despatcher Read full review	As I mentioned before, LiveChat can be used to evaluate the quality of the service provided by your employees. LiveChat can ease the work done by your Customer Care team. In addition, it is very easy and fast to learn how to work with LiveChat, so you would need less time to train your new customer care specialists. You can have much better customer care service and your clients will be much more satisfied. Incentivized Tigran Petrosyan Risk Management Specialist Read full review
ScreenShots	Freshchat Screenshots	LiveChat Screenshots