Freshchat vs LiveChat: Which live chat software should you choose?

When it comes to customer support and engagement, you need a reliable solution to streamline communication, enhance customer satisfaction, and improve team efficiency. Fortunately, there are various platforms available designed for this purpose. But with so many options, deciding which tool is the best fit for your business can feel overwhelming.

To help you out, we compare two popular live chat and customer messaging platforms—Freshchat vs LiveChat. With our in-depth exploration of their features, key differences, and pricing structures, we aim to simplify the decision-making process so you can choose the right platform for your customer support needs. Let’s dive in!

Freshchat and LiveChat are two prominent players in the world of customer support and engagement software, each offering distinct features and advantages tailored to different business needs.

Freshchat is well-known for its modern messaging experience and robust customer engagement capabilities. It provides a comprehensive platform for managing customer interactions across multiple channels, including chat, email, and social media. On the other hand, LiveChat is celebrated for its simplicity and efficiency. It offers a highly intuitive and user-friendly platform that excels in providing real-time chat support with a strong focus on live communication.

Now, let's delve into the Freshchat vs. LiveChat comparison to assist you in making an informed decision when selecting the right customer support software for your specific requirements.

Freshchat and LiveChat are both excellent solutions for customer support and engagement, offering features that help businesses manage interactions efficiently. While they share some common functionalities, several key differences may influence your decision on which platform is best suited for your business needs.

The primary difference between Freshchat and LiveChat lies in their approach to customer engagement and the scope of their features. Freshchat is designed as a comprehensive customer messaging solution that goes beyond just live chat. It supports multiple channels, including email, social media, and messaging apps, offering businesses a unified platform for all customer communications. Freshchat excels in automation with its AI-driven chatbots, enabling businesses to handle customer inquiries around the clock. It also integrates with Freshdesk, making it a powerful tool for companies already using the Freshworks suite.

LiveChat, on the other hand, focuses primarily on providing an intuitive and efficient live chat experience. It is known for its simplicity and ease of use, allowing businesses to quickly set up and start offering live chat support. LiveChat’s strength lies in its real-time communication capabilities, offering features like chat routing, tags, and canned responses to improve agent productivity. Additionally, LiveChat provides robust reporting tools and integrates well with a wide range of CRM and help desk systems, making it a popular choice for businesses that prioritize live, one-on-one customer interactions.

Pricing is another factor to consider. Freshchat offers a more scalable pricing model with a free plan that includes basic features and paid plans that grow with your business needs. LiveChat, while slightly more expensive, offers a straightforward pricing structure with all essential live chat features included.

In summary, if your business requires a versatile messaging platform with strong automation and multi-channel support, Freshchat may be the better choice. However, if your primary focus is on delivering real-time chat support with ease, LiveChat might be the ideal solution.

• Multi-channel support: Freshchat allows you to manage customer interactions across various channels, including live chat, email, social media, and messaging apps, from a single platform. This helps streamline communication and ensures a consistent customer experience.
• AI-powered chatbots: Freshchat offers advanced AI-driven chatbots that can handle routine inquiries, provide instant responses, and even assist in guiding customers through complex processes. This reduces the workload on human agents and ensures 24/7 customer support.
• Integration with Freshworks suite: Freshchat integrates seamlessly with other Freshworks products like Freshdesk, Freshsales, and Freshservice, making it a powerful tool for businesses already using the Freshworks ecosystem. This integration helps create a unified customer support and sales experience.
• Customizable and scalable: Freshchat offers a high degree of customization, allowing businesses to tailor the platform to their specific needs. It also scales well, making it suitable for small businesses as well as larger enterprises.
• Rich user interface: The platform features an intuitive and modern interface that is easy to navigate, ensuring a positive experience for both agents and customers. It also offers detailed analytics and reporting, providing insights into customer interactions and agent performance.

• Steeper learning curve: Due to its extensive features and customization options, Freshchat can have a steeper learning curve for new users, particularly for businesses that are not already familiar with the Freshworks ecosystem.
• Cost of advanced features: While Freshchat offers a free plan, many of the advanced features, such as AI-driven chatbots and detailed analytics, are only available in higher-tier plans, which can be expensive for smaller businesses.
• Limited customization in lower plans: The level of customization available is somewhat limited in the lower-priced plans, which might be a drawback for businesses that need more tailored solutions without upgrading to premium plans.
• Occasional integration issues: Some users have reported occasional issues with integrations, particularly with third-party apps that are not part of the Freshworks suite. This can lead to delays or disruptions in workflow.
• Mobile app limitations: The mobile app version of Freshchat, while useful, lacks some of the functionality and ease of use found in the desktop version, which can be a limitation for agents who need to work on the go.

• User-friendly interface: LiveChat is known for its intuitive and easy-to-use interface, making it simple for both agents and customers to navigate. The straightforward design allows businesses to quickly set up and start offering live chat support without a steep learning curve.
• Real-time customer support: LiveChat excels at providing real-time customer support. It offers features like chat routing, canned responses, and real-time typing view, which enhance the speed and efficiency of customer interactions, improving overall customer satisfaction.
• Robust reporting and analytics: The platform provides detailed reporting and analytics tools that allow businesses to monitor performance metrics, track customer satisfaction, and identify areas for improvement. These insights help in optimizing support processes and enhancing service quality.
• Wide integration options: LiveChat integrates seamlessly with a wide range of CRM, helpdesk, and eCommerce platforms, making it easy to connect with existing tools and streamline operations. This flexibility is beneficial for businesses with established systems looking for smooth integration.
• Customization options: LiveChat offers a variety of customization options, allowing businesses to tailor the chat widget to match their brand’s look and feel. This helps in maintaining brand consistency across customer touchpoints.

• Higher cost: LiveChat tends to be more expensive compared to some other live chat solutions, particularly when scaling up to higher-tier plans. This can be a consideration for smaller businesses or startups with limited budgets.
• Limited automation features: While LiveChat is excellent for real-time support, it lacks some of the advanced automation features found in other platforms, such as AI-driven chatbots. This means businesses may need to rely more on human agents for handling routine inquiries.
• Basic free plan: The free plan offered by LiveChat is quite basic and limited in functionality, making it less attractive for businesses that need more comprehensive features without a significant financial commitment.
• Mobile app limitations: Similar to Freshchat, the mobile app version of LiveChat is not as feature-rich as the desktop version. Some advanced features and functionalities are harder to use or not available on mobile, which can be a drawback for agents working remotely.
• No multi-channel support: LiveChat primarily focuses on live chat and lacks robust multi-channel support. Businesses that require a platform to manage customer interactions across multiple channels (such as email, social media, and messaging apps) might find LiveChat’s offerings limited in this regard.

Freshchat offers a more comprehensive solution compared to LiveChat, particularly for businesses looking for multi-channel support and automation. While LiveChat excels in providing a simple, real-time chat experience with robust reporting and easy integration, Freshchat goes further by integrating AI-driven chatbots and supporting communication across various platforms like email, social media, and messaging apps. 

This makes Freshchat ideal for businesses needing a versatile, scalable solution. However, LiveChat's straightforward, user-friendly interface is better suited for those prioritizing live chat interactions without the need for extensive automation or multi-channel capabilities.

Whether Freshchat is better than LiveChat depends on your business needs. Freshchat excels in offering a versatile, scalable platform with multi-channel communication and advanced automation features, making it ideal for businesses that require comprehensive customer support solutions across various platforms. 

In contrast, LiveChat is more focused on delivering a streamlined, real-time chat experience with a user-friendly interface, which is perfect for businesses that prioritize simplicity and direct customer interaction. If your business requires extensive automation and the ability to manage communication across multiple channels, Freshchat may be the better choice. However, for straightforward live chat needs, LiveChat remains highly effective.

Freshchat is best used for managing customer communication across multiple channels, making it an ideal solution for businesses seeking to enhance their customer support and engagement. It excels in providing a unified platform where businesses can handle inquiries via live chat, email, social media, and messaging apps. 

With its AI-driven chatbots and automation capabilities, Freshchat is particularly effective for businesses looking to streamline customer interactions, reduce response times, and offer 24/7 support. It’s also well-suited for companies that require integration with other tools within the Freshworks suite, making it a powerful, scalable solution for customer engagement.

Freshchat can potentially replace LiveChat, depending on the specific needs of a business. Freshchat offers a broader range of features, including multi-channel communication and AI-driven automation, making it a more versatile tool for companies that require comprehensive customer engagement capabilities. 

However, if a business primarily relies on live, real-time chat and values a straightforward, easy-to-use interface, LiveChat might still be preferable. While Freshchat provides additional functionalities that could enhance customer support, its suitability as a replacement depends on whether those extra features align with the business's operational goals and whether the team is ready to adopt a more complex system.

Freshchat can be cheaper than LiveChat, especially for businesses that require basic features or are just starting out. Freshchat offers a free plan with essential functionalities, making it an attractive option for small businesses or those with limited budgets. As you move to higher-tier plans, Freshchat's pricing remains competitive, offering more advanced features like AI-driven chatbots and multi-channel support at a relatively affordable cost. 

LiveChat, while also offering various pricing tiers, tends to be more expensive, particularly when scaling up. Therefore, for businesses looking for cost-effective customer support solutions, Freshchat can often be the more economical choice.

Whether there's a "better" software than Freshchat depends on your specific customer support needs and goals. Freshchat is highly regarded for its multi-channel communication, AI-driven automation, and seamless integration with the Freshworks suite, making it a strong choice for many businesses.

However, alternatives to Freshchat, such as LiveChat, Intercom, and Zendesk, may better suit certain organizations. LiveChat excels in providing a straightforward, real-time chat experience, while Intercom offers advanced automation and user engagement features. Zendesk is known for its comprehensive customer service platform, integrating support, sales, and customer relationship management.

LiveChat is primarily focused on delivering a straightforward and effective live chat experience, making it an excellent choice for businesses that prioritize real-time customer interactions. It offers a user-friendly interface, robust reporting, and seamless integration with various CRM and helpdesk tools. 

In comparison, Freshchat provides a more versatile solution with multi-channel support, including email, social media, and messaging apps, alongside advanced automation features like AI-driven chatbots. While Freshchat offers broader communication capabilities, LiveChat remains a strong contender for businesses that need a dedicated, easy-to-use platform specifically for live chat support.

Whether LiveChat is better than Freshchat depends on your specific customer support needs. LiveChat excels in delivering a focused, real-time chat experience with a simple, intuitive interface that makes it easy for agents to manage customer interactions. Its robust reporting and seamless integration with CRM and helpdesk tools further enhance its appeal for businesses that prioritize efficiency in live chat. 

While Freshchat offers broader capabilities, LiveChat’s specialization in live chat makes it an ideal choice for businesses that need a dedicated, straightforward platform for instant customer communication without the complexity of managing multiple channels.

LiveChat is best used for providing real-time customer support, making it an ideal solution for businesses that prioritize quick, efficient communication with their customers. It excels in live chat interactions, allowing agents to respond instantly to customer inquiries, resolve issues promptly, and enhance overall customer satisfaction. 

LiveChat’s user-friendly interface, combined with features like chat routing, canned responses, and robust reporting tools, ensures that businesses can manage high volumes of live chat efficiently. It’s particularly well-suited for companies that need a reliable, straightforward platform to improve customer engagement and boost sales through immediate, personalized interactions.

LiveChat can replace Freshchat if a business primarily focuses on real-time customer interactions through live chat. LiveChat offers a streamlined, easy-to-use platform ideal for providing instant support, with features like chat routing and detailed reporting. However, it may not fully match Freshchat's capabilities in multi-channel communication and automation, such as managing customer inquiries across email, social media, and messaging apps, or utilizing AI-driven chatbots. 

If your business needs a broader communication strategy with advanced automation, Freshchat might be more suitable. Therefore, LiveChat can replace Freshchat, but only if live chat is your main priority.

LiveChat is generally not cheaper than Freshchat, especially when considering the features included at different pricing tiers. LiveChat’s pricing model is straightforward, but its plans tend to be more expensive, particularly for businesses requiring advanced features. 

Freshchat, on the other hand, offers a more cost-effective solution with a free plan that includes basic features and competitively priced higher-tier plans that offer more functionality, including multi-channel support and AI-driven automation. For businesses on a budget or those seeking more features at a lower cost, Freshchat is often the more economical choice compared to LiveChat.

Determining whether there's a superior software to LiveChat depends on your specific customer support needs and objectives. Various alternatives cater to different business requirements.

Alternatives to LiveChat include Freshchat, Freshdesk, and LiveAgent, each offering unique strengths. For instance, Freshchat excels in multi-channel communication and automation, Freshdesk provides a comprehensive helpdesk solution with integrated ticketing and customer service management, and LiveAgent focuses on real-time customer interaction with robust reporting features. The choice of the optimal software depends on your business's specific needs, preferences, and the complexity of your support operations.

The ability to quickly respond to customer inquiries using chatbots gives Freshchat a significant edge over LiveChat. Freshchat allows businesses to create a single, versatile chatbot that can be deployed across all customer communication channels, ensuring consistent, around-the-clock service. This chatbot can handle routine queries, guide customers through processes, and even escalate complex issues to human agents when necessary, dramatically reducing response times and enhancing customer satisfaction. 

While LiveChat does offer some automation through predefined responses, it lacks an equivalent, fully integrated chatbot feature for immediate, automated interactions, placing it at a disadvantage in scenarios where instant, automated responses are crucial.

When comparing the user-friendliness and intuitiveness of these two platforms, Freshchat offers a clear advantage over LiveChat. Freshchat’s modern, streamlined interface ensures that even the least tech-savvy individuals can navigate the platform effortlessly. The onboarding process is quick and straightforward, allowing users to get up and running in no time. Features like the drag-and-drop bot builder and easily accessible multi-channel settings are neatly organized, significantly reducing the time spent searching for essential tools. 

In contrast, LiveChat’s interface, while functional, has a more complex layout with various settings and options that might take longer for new users to fully understand and utilize effectively.

When evaluating the integration aspect, Freshchat significantly outperforms LiveChat. Freshchat seamlessly integrates with a wide range of tools, particularly within the Freshworks ecosystem, including Freshdesk, Freshsales, and Freshservice, making it a powerful addition for businesses already using these solutions. Beyond Freshworks, Freshchat supports integrations with popular platforms like Slack, Shopify, and Google Workspace, allowing teams to streamline communication and enhance productivity across various business functions.

In contrast, while LiveChat also offers integrations with CRM systems and eCommerce platforms, its options are less extensive, and the setup process can be more cumbersome. Freshchat’s broader integration capabilities make it the superior choice for businesses seeking a more connected and efficient workflow.

LiveChat takes a clear edge over Freshchat when it comes to data security. While both tools offer robust platforms for customer engagement, LiveChat goes a step further by prioritizing the protection of sensitive information. LiveChat ensures that all connections to the platform are encrypted using industry-standard SSL/TLS protocols, safeguarding data during transmission. Additionally, LiveChat offers features like two-factor authentication (2FA) and regular security audits, providing an extra layer of protection against potential threats. 

In contrast, although Freshchat offers basic security measures, it lacks the same level of emphasis on advanced security features, making LiveChat the preferable choice for businesses where data security is a top priority.

One strong advantage that Freshchat has over LiveChat is its robust multilingual support, enabling communication in over 33 languages. Freshchat’s live translator allows agents to engage with customers and prospects from diverse cultural backgrounds instantly, breaking down language barriers and enhancing the customer experience. This feature is particularly valuable for global businesses that operate in multiple regions and need to provide seamless support across different languages. 

On the other hand, LiveChat does not explicitly offer a built-in live translation feature, placing it at a disadvantage in an increasingly globalized marketplace where multilingual communication is crucial for effective customer engagement.

Freshchat and LiveChat both offer powerful features to optimize team management, though they approach it in different ways. Freshchat allows you to streamline operations by predefining members' roles, which automatically assigns conversations based on skill sets or predefined criteria. This ensures that each query is handled by the most qualified team member, enhancing efficiency and response times. 

On the other hand, LiveChat provides robust team management by allowing you to create groups of agents and set limits on the number of requests each can handle simultaneously. This feature helps distribute the workload evenly and prevents agent burnout. Both tools offer practical strategies for efficient team assignments, ensuring that customer inquiries are directed to the right individuals for prompt and effective resolution.

In terms of user engagement, LiveChat takes the lead over Freshchat by offering more proactive tools to capture visitor interest. LiveChat allows businesses to create customized chat invitations that automatically trigger when users visit specific pages or exhibit certain behaviors, such as lingering on a pricing page. This proactive approach encourages visitors to engage directly and share their contact information, making it easier to convert leads into customers. 

While Freshchat excels in centralizing all communication on a single platform for efficient response management, it does not emphasize proactive user engagement strategies like LiveChat does, making LiveChat the better choice for businesses focused on initiating interactions and driving conversions.