Freshchat vs. Infobip Comparison


Freshchat Freshworks	Infobip	+	+
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About Freshchat is the modern messaging solution that delivers effortless customer service for the digital-first customer by bringing together artificial and human intelligence across messaging channels. Key Value Propositions: 1. Smarter Conversations: Available across first and third party messaging platforms including web, mobile, in-app, WhatsApp, Apple Business Chat, Facebook Messenger and more 2. Smarter Self-service: Deploy AI-powered chatbots in the front lines to guide customers to resolve their queries - from informational to transactional 3. Smarter Operations: Reduce the cost of providing support by switching to messaging and scale customer service without linearly scaling team size	About Infobip is a global leader in omnichannel engagement powering a broad range of messaging channels, tools and solutions for advanced customer engagement, authentication and security. With over 700 direct carrier connections and 60+ offices on 6 continents, Infobip is the #1 choice of some of the world's biggest companies to scale their customer communications. We help our clients and partners overcome the complexity of consumer communications, grow their business and enhance customer experience, all in a fast, secure and reliable way. With Infobip, you can achieve deeper customer engagement across the widest selection of local and global channels, including: SMS MMS RCS Live Chat WhatsApp Business Apple Messages for Business Facebook Messenger Instagram Business Telegram Viber Voice / VOIP Video Email
Platforms Supported Windows Supported Mac Supported Linux Not Supported Cloud Supported On-Premises Not Supported iPhone Not Supported iPad Not Supported Android Not Supported Chromebook Not Supported	Platforms Supported Windows Not Supported Mac Not Supported Linux Not Supported Cloud Supported On-Premises Not Supported iPhone Not Supported iPad Not Supported Android Not Supported Chromebook Not Supported
Audience Sales teams, customer service teams, and marketers of SaaS & eCommerce software with up to 50 team members	Audience One Platform. All Channels. For developers and businesses alike. We help businesses and developers build, coordinate and intelligently orchestrate all engagement activities across their customers’ lifecycle. We provide a programmable single-interface within a scalable and easy to use communication platform.
Support Phone Support Not Supported 24/7 Live Support Supported Online Not Supported	Support Phone Support Supported 24/7 Live Support Supported Online Supported
API Offers API Not Supported	API Offers API Supported
Screenshots and Videos View more images or videos	Screenshots and Videos View more images or videos
Pricing $15.00/month/user Free Version Supported Free Trial Supported	Pricing No information available. Free Version Supported Free Trial Supported
Reviews/Ratings Overall 4.2 / 5 ease 5.0 / 5 features 4.2 / 5 design 4.8 / 5 support 4.5 / 5 Read all reviews	Reviews/Ratings Overall 0.0 / 5 ease 0.0 / 5 features 0.0 / 5 design 0.0 / 5 support 0.0 / 5 This software hasn't been reviewed yet. Be the first to provide a review: Review this Software
Pros & Cons from Real Users Pros Freshchat has helped us create a service which allows us to obtain direct communication with each of our clients and our consumers. The main thing that I love about this platform is that it allows me to manage the total number of agents that can attend to requests or requirements. From our clients, this is quite essential since I can manage all the total roles so that our agents are registered within this platform and can attend requests immediately. I really liked that this platform allows you to manage each of the tickets and assign them automatically, the platform counts the number of agents available at a specific time, thus distributing the tickets equally among the number of total agents, so that no ticket left unattended. In addition, the Live Chat system of this platform and quite beneficial, allows to install a direct conversation with each of the clients that tries to communicate through this Chat window located on our website, the conversation is never interrupted. In addition, a ticket is created automatically every time we have a conversation with a client through this Chat, so that a record of this requirement is kept within the platform. Freshchat optimizes the conversations that we have between customers and the business and turns them into very smart and agile conversations that help the customer and make them feel more comfortable. Personally, I enjoy many features of Freshchat and one of them is the fact that it allows a good and stable service for customers to ask their questions and receive immediate answers, it is a fast service for both customers and us, we are able to receive all the requests and tickets and proceed as we should with every specific case. Freshchat allows us to customize the customer experience taking in mind all the different ways that a customer would want to solve an issue, and it allows us to create a self service platform that helps customer with any basic questions that they might have without needing to directly contact our customer support team, and helping them solve the issues themselves if they feel more comfortable doing so, also saving us so much time as we are able to receive and solve more profound issues that need the actual help of an agent. With Freshchat, the space given to us is very comfortable to work with, the inbox that Freshchat implements is very easy to work with and does not feel too crowded because it has a very modern look to it, making it easy to manage all the incoming messages and tickets from many channels, such as website, email, social media, and more. Freshchat allows us to combine all the social media platforms to be able to receive all the messages in the same inbox, which makes it easier to manage because we don't have to open separate inboxes to be able to chat with customers. I like that I can integrate a variety of communication channels so that customers choose their preferred one and because it is all unified, Freshchat allows me to keep track of all the incoming messages from different channels in on single place, the dashboard is intuitive and optimizes the channels so that it is easier to attend every customer and enhance the relationship with prospects, it also makes it way easier as it organizes the information that the clients want to know about so that we do not have to go over the same points all over again. Because Freshchat is a software that is heavily powered by Artificial Intelligence, it is one of its strongest points when it comes to providing a great customer service, it helps provide self assistance for customers without needing to reach out to us directly, and it helps everyone save a lot of time. The chatbots are very easy to set up, they do not require knowledge in coding and other engineering stuff, it is easily implemented with the right information that the customers need in order to solve all their doubts and without having to talk to one of our agents, which can be difficult if the customer is reaching out in non-working hours but still needs to solve an issue or question, this service provides the client with the right tools to still solve everything on their own. Super easy to use for a team. Easy to implement and doesn't require much technical knowledge to get going. Cons I did not have any type of problem using this platform, the main implementation process was quite simple, in addition, the use process was also simple, which allowed us to have constant attention to all our clients online and also through ticket management platform, in addition, allowed us to correctly configure all tickets, manage pending tickets and completed tickets and also allowed us to manage total agents. I don't have any complaints about this platform, I think it's good enough with Freshchat. When it comes to creating reports, I would like to see more customization options to be able to get the most out of the reports given by Freshchat, it is important to be able to access different information and analytics but the reports don't allow for much customization other than the default reports that the software provides, it is a key factor for us that we are able to analyze different aspects of how the software is working and if the results are satisfactory, it would be great to see this improvement coming soon so that we are able to analyze things more clearly. There are a few minor dislikes that I have about Freshchat, which are the following: - They do not have a spelling check tool added into the chats, which results in sometimes spelling something wrong accidentally and sending it like that, I think that most softwares nowadays have this tool included, especially if it is a communication solution, but this is not the case with Freshchat, and I think that it is an important part of speeding up and making the communication more automated. - The updates while attending a ticket need to be more customized, for example I would like to know if a chat is pending a response from the client and categorize it that way but it is not possible with this software and I think it would be a really helpful tool when organizing active tickets. - There were some issues with setting up the chatbot at first because sometimes it did not respond to some of the automation triggers that were set up for whenever a client contacted us. It's a very simple tool so there isn't a lot of advanced options.
Training Documentation Supported Webinars Not Supported Live Online Supported In Person Supported	Training Documentation Supported Webinars Supported Live Online Supported In Person Not Supported
Company Information Freshworks Founded: 2011 United States www.freshworks.com/live-chat-software/	Company Information Infobip Founded: 2006 Headquartered in London, Infobip has 60+ offices on 6 continents www.infobip.com
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Categories Chatbot Supported Conversational AI Supported Conversational Support Supported Live Chat Supported	Categories AI Call Center Supported Call Center Supported Chat SDK & API Supported Chatbot Supported Communication APIs Supported Communications Platform as a Service (CPaaS) Supported Conversational AI Supported Conversational Marketing Supported Customer Communications Management Supported Customer Engagement Supported Customer Experience Supported Email APIs Supported IVR Supported Live Chat Supported SMS Gateways Supported SMS Marketing Supported Voice Calling API & SDK Supported
Chatbot Features Call to Action Supported Context and Coherence Supported Human Takeover Supported Inline Media / Videos Not Supported Machine Learning Supported Natural Language Processing Supported Payment Integration Not Supported Prediction Not Supported Ready-made Templates Supported Reporting / Analytics Supported Sentiment Analysis Not Supported Social Media Integration Not Supported Conversational AI Features Code-free Development Supported Contextual Guidance Supported For Developers Not Supported Intent Recognition Supported Multi-Languages Not Supported Omni-Channel Supported On-Screen Chats Supported Pre-configured Bot Supported Reusable Components Supported Sentiment Analysis Not Supported Speech Recognition Not Supported Speech Synthesis Not Supported Virtual Assistant Supported Live Chat Features Canned Responses Supported Customizable Branding Supported Geo Targeting Supported Offline Form Supported Proactive Chat Supported Screen Sharing Supported Third Party Integration Supported Transfers / Routing Supported Website Visitor Tracking Supported	Show More Features Call Center Features Blended Call Center Not Supported Call Logging Not Supported Call Recording Not Supported Call Scripting Not Supported Campaign Management Not Supported Database Not Supported Escalation Management Not Supported Inbound Call Center Not Supported IVR / Voice Recognition Supported Manual Dialer Not Supported Outbound Call Center Not Supported Predictive Dialer Not Supported Progressive Dialer Not Supported Queue Management Not Supported Real-time Chat Not Supported Reporting/Analytics Not Supported Conversational Marketing Features Appointment Scheduling Supported Audience Segmentation Supported Chatbot Supported Email Automation Supported Group Messaging Not Supported Human Handover Supported Lead Distribution Not Supported Lead Qualification Not Supported Mobile Messaging Supported Multi-Channel Communication Supported Product Recommendations Not Supported Video Chat Supported Customer Communications Management Features Batch Communications Not Supported Chat / Messaging Not Supported Content Management Not Supported Email Distribution Not Supported Interactive Content Supported Multi-Channel Communications Supported On-Demand Communications Supported Personalization Not Supported Print Management Not Supported Template Management Not Supported Video Content Not Supported Customer Engagement Features Analytics Supported Churn Management Not Supported Communication Management Supported Community Management Not Supported Content Syndication Not Supported Feedback Collection Not Supported Gamification Not Supported Live Chat Supported Video Content Not Supported Customer Experience Features Action Management Not Supported Analytics Supported Customer Segmentation Supported Dashboard Supported Feedback Management Not Supported Knowledge Management Not Supported Multi-Channel Collection Supported Sentiment Analysis Not Supported Survey Management Not Supported Text Analysis Not Supported Trend Analysis Not Supported IVR Features Call Center Supported Call Logging Not Supported Call Recording Supported Call Routing Supported Multiple Scripts Not Supported Phone Key Input Not Supported Survey Management Not Supported Text to Speech Supported Voice Customization Not Supported Voice Mail Not Supported SMS Marketing Features 2-Way Messaging Supported Artificial Intelligence Not Supported Contact Management Supported Mass Texting Supported Message Personalization Not Supported MMS Not Supported Mobile Coupons Supported Mobile Keywords Not Supported Polls / Voting Supported Reporting/Analytics Supported Scheduled Messaging Supported Shortcodes Supported Text-to-Win Not Supported
Integrations 5X Supported Facebook Supported Quickwork Supported Truto Supported Workers by Delos Supported BlueVenn Not Supported Calendly Supported Freshdesk Supported Freshservice Supported FunMobility DXP Not Supported Instagram Supported Knowmax Supported PartnerHero Supported PubNub Not Supported Shopify Supported Stackreaction Not Supported StoryXpress Supported WhatsApp Supported Workato Supported Zendesk Supported Show More Integrations View All 77 Integrations	Integrations 5X Supported Facebook Supported Quickwork Supported Truto Supported Workers by Delos Supported BlueVenn Supported Calendly Not Supported Freshdesk Not Supported Freshservice Not Supported FunMobility DXP Supported Instagram Not Supported Knowmax Not Supported PartnerHero Not Supported PubNub Supported Shopify Not Supported Stackreaction Supported StoryXpress Not Supported WhatsApp Not Supported Workato Not Supported Zendesk Not Supported Show More Integrations View All 50 Integrations
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