Freshchat Review

By Joren Wouters Updated on

Freshchat

Freshchat is a live chat and chatbot builder for your website, Facebook Messenger and WhatsApp. But should you use Freshchat to create your chatbots?

Let’s dive in!

What is Freshchat?

Freshchat is customer messaging software that you can use to put live chat and a chatbot on your website, Facebook Messenger and WhatsApp.

Besides this, it is also possible to:

  • Create FAQ articles and display these in your chatbot
  • Send email marketing campaigns

In this review, I will only focus on the chat side of Freshchat.

 

User Interface

If you log in at Freshchat for the first time, you automatically get a quick-start guide, which helps you get started with their platform:

freshchat-get-started

When you’ve set this up, you can see the complete interface of Freshchat showing the latest statistics of your chatbot:

freshchat-dashboard

Once you are going to create your chatbot flows, you can use the Visual Flow Builder of Freshchat:

freshchat-flow-builder

In Freshchat, a chatbot element can be a Text or a Response of your user. The response can be buttons but also free text input:

freshchat-text-reponse

Moreover, before your chatbot flows go live, you can test your chatbot:

freshchat-test-chatbot

Overall, I think that the interface of Freshchat is easy to use and it is easy to set up your chatbot.

  • Visual Flow Builder
  • Test chatbot
  • Interface easy to use?
  • Easy to setup a chatbot?

Chatbot elements

To be honest, the number of chatbot elements in Freshchat are pretty minimal.

They are missing some important elements, Video and Galleries.

But, they still provide enough elements to create your chatbot!

  • Delays
  • Images
  • Video
  • Audio
  • Attachments
  • Gallery (Horizontal list)
  • Vertical list
  • Emojis
  • Persistent Menu
  • Quick Replies
  • Buttons
  • Free text input
  • Location sharing
  • Email validation
  • Phone number validation
  • Date validation

Users

In Freshchat, you can see a complete overview of all the user that talked to your chatbot:

freshchat-users

If you click on one of the users, you can see the user details and the last chat they had:

freshchat-user-information

In this overview, you can see that you can easily add custom fields to your users and add tags (called “Conversation labels” in Freshchat).

Moreover, you can also create your own user segments.

  • Custom fields
  • Tags
  • User segments

Messages

Unfortunately, you cannot send broadcasts and sequences with Freshchat.

Also, it is not possible to use conditions in your chatbot flows. And this is a drawback, because this would allow you to create more personalized chatbot experiences.

What I like a lot about Freshchat is that it is really easy to translate your chatbot to multiple languages:

freshchat-easy-translation

  • Broadcasts
  • Sequences
  • Conditions
  • Multiple languages
  • Easy to translate

AI & NLP

With Freshchat, you can understand the intent of the user. You can just provide multiple example questions and Freshchat will automatically learn the intent of the user:

freshchat-intents

Unfortunately, it is not possible to use Entities in your Freshchat chatbot.

  • Keywords
  • Intents
  • Entities
  • Dialogflow integration

Channels

With Freshchat, you can put a chatbot on 3 channels:

  • Your website
  • Facebook Messenger
  • WhatsApp

Furthermore, you can also send email campaigns to your users.

  • Website
  • Facebook
  • Instagram
  • Whatsapp
  • Telegram
  • SMS
  • Slack
  • Skype
  • Email

Integrations

Freshchat a built-in live chat, which is the most important integration of any chatbot software:

freshchat-livechat

Moreover, Freshchat has an iOS and Android app, so you can answer users’ questions on the go.

Furthermore, Freshchat has integration with the other Freshworks products, such as Freshdesk and Freshsales. Additionally, they have integrations with:

  • Slack (so you can reply to user questions from your Slack channel)
  • Zendesk
  • Clearbit (to get company information from anonymous visitors)

If this is not enough, you can also create your own webhooks.

  • Livechat
  • Zapier
  • Integromat
  • Google Sheets
  • Webhooks

Marketing

The marketing possibilities of Freshchat are mostly focused on websites.

It is only possible to put a native widget on your website. You can change the colors and appearance of this widget so that it matches your website’s branding:

freshchat-website-widget

A slight drawback is that you cannot set a different greeting message per page on your website.

  • Facebook website widget
  • Native website widget
  • Landing pages
  • Facebook Ads
  • Facebook comments auto-reply
  • Button creator
  • Custom URLs for your chatbot

Pricing

Freshchat provides a free plan that comes with 100 agents, 10.000 unique visitors that can talk with your chat, but only provides access to the live chat (not the chatbot).

If you want to have a chatbot with Freshchat, you need to have the Forest plan of Freshchat.

The Forest Plan costs $69 per agent per month, and comes with 5000 chatbot conversations (called “Freddy sessions”), more channels (Facebook Messenger and WhatsApp) and chatbot analytics:

freshchat-pricing

If these 5000 chatbot conversations are not enough, you can buy extra Freddy sessions for $100 per 1000 sessions:

By the way, if you want to have WhatsApp as a channel it costs $49 per month extra. Also, each plan comes with a 21-day free trial.

  • Free trial
  • Free plan
  • Price per month
    69
  • Monthly pricing available?
  • Money back guarantee

Analytics

Freshchat provides multiple dashboards showing the number of conversations, messages and API calls (click on the images to make them larger):

freshchat-conversations-dashboard
freshchat-apis-dashboard

Also, you can improve the answers of your chatbot easily, because you can see an overview of all the questions your chatbot did not understand:

freshchat-train-bot-analytics

But the best part is this: with Freddy Self-Service you can create your own custom reports consisting of several widgets:

freshchat-custom-dashboard

  • Dashboard
  • User input
  • User retention
  • Sent messages
  • Open rate
  • Click rate
  • Conversion rate
  • Fall back rate
  • Volunteer users
  • Custom dashboards/reports

eCommerce

Freshchat has a Shopify integration that can send Shopify properties (such as the Order ID) to Freshchat, so one of your live chat agents can help the user more easily.

To me, it is unclear whether you can use these properties also automatically with your chatbot.

  • Payments
  • Shopify
  • WooCommerce
  • Buy directly within the chatbot
  • Cart abandonment

Templates & Cloning

Freshchat doesn’t provide any templates to get started with creating your chatbot. Likewise, you cannot create your own templates and share them with others.

Also, you cannot duplicate your chatbot flows and chatbot elements.

  • Templates
    0
  • Make template
  • Share template
  • Duplicate chatbot flows
  • Duplicate chatbot elements

Optimization

With Freshchat, it is not possible to do any optimization, such as A/B testing.

  • A/B Testing

Support

Freshchat has a lot of documentation and tutorials on how you can use their platform.

Moreover, they provide support via live chat and email.

  • Tutorials
  • Documentation
  • Customer support

Conclusion

So, should you use Freshchat to create your chatbots?

Yes, I would recommend that.

Freshchat has an easy-to-use visual flow builder, built-in live chat, you can easily translate your chatbot to multiple languages, built-in AI, put your chatbot on 4 channels and advanced chatbot analytics.

But Freshchat also has some drawbacks:

  • Limited marketing possibilities
  • Cannot use conditions in chatbot flows
  • Minimal chatbot elements
freshchat-review

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