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Freshdesk Messaging: Use-Cases, Insights and Reviews | 2025 Cuspera

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(2809)

Messaging platform that makes chat easy for today's digital customers

AI Powered

Freshdesk Messaging Overview

Freshdesk Messaging is a modern software for teams to excel in customer conversations across various digital channels using AI and human assistance. It offers smart self-service, unified inbox, and proactive messaging.

Use Cases

Customers recommend Engagement Management, Helpdesk Management, Communication Management, as the business use cases that they have been most satisfied with while using Freshdesk Messaging.

Other use cases:

Customer Feedback Management
Onboarding
Contact List Management
Capturing Leads
Workflow Management
Order Management
Conversion Management

See all use cases See less use cases

Business Priorities

Enhance Customer Relationships and Acquire Customers are the most popular business priorities that customers and associates have achieved using Freshdesk Messaging.

Other priorities:

Increase Sales & Revenue
Improve Internal Communications
Improve Brand Engagement
Improve ROI
Improve Efficiency
Enter New Markets Internationally Or Locally
Build Brand Awareness
Grow Market Share
Launch New Products
Shorten Ramp Up Time
Reduce Bounce
Improve Visibility
Improve Digital And Social Presence
Increase Customer Life Time Value

See all business priorities See less business priorities

Freshdesk Messaging Use-Cases and Business Priorities: Customer Satisfaction Data

Freshdesk Messaging works with different mediums / channels such as Chat. Website. Phone Calls etc.

Freshdesk Messaging's features include Bot, Ticketing, Personalization, etc. and Freshdesk Messaging support capabilities include Chat Support, AI Powered, Email Support, etc. also Freshdesk Messaging analytics capabilities include Analytics, and Custom Reports.

Reviews

"So all of a sudden our electronic channel started generating 40% of the revenue which we did not have before; which we would have lost if not for the WhatsApp + Freshdesk Messaging Integration. The way we look at this integration has changed. They u...se this as a revenue generating tool on top of using it as a customer support tool." - Pieter-Ben Pienaar

Freshdesk Messaging, Helpcrunch, SurveyMethods, Simplesat, Delighted platform, etc., all belong to a category of solutions that help Live Chat. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for Freshdesk Messaging

Top Industries

Consumer Services
Financial Services
Retail

Popular in

Small Business
Enterprise
Mid Market

Freshdesk Messaging is popular in Consumer Services, Financial Services, and Retail and is widely used by Small Business, Enterprise, and Mid Market.

Comprehensive Insights on Freshdesk Messaging Use Cases

What benefits does Freshdesk Messaging offer for Engagement Management?

Freshdesk Messaging enables businesses to engage customers on various channels, including websites, social media, and mobile apps. It streamlines lead capture and customer support by leveraging automated bots and integrating with external tools. A limitation is the lack of a feature to directly export conversations into Freshdesk tickets.

"...The bot takes care of registering queries if the team is not online and can follow up really easily later...." Peer review by Shaurya M

How can Freshdesk Messaging optimize your Helpdesk Management Workflow?

Freshdesk Messaging provides a user-friendly interface that integrates seamlessly with a helpdesk, enabling efficient customer support operations. It offers instant communication for urgent requests and facilitates the creation of support tickets, thereby unifying data and creating an omnichannel helpdesk. However, there is a lack of seamless integration with other Freshworks services.

"...They want to further grow their relation with Freshworks by adopting other products like Freshcaller for their call center platform and Freshsales to handle customer information and efficiently manage their CRM. ..." Case Study Mama Money

How efficiently Does Freshdesk Messaging manage your Communication Management?

Freshdesk Messaging enables organizations to engage website visitors with targeted messages and automate lead capture. It facilitates efficient communication through threaded conversations and provides tools for tracking user interactions and managing communication channels. The platform also allows for sending personalized messages, integrating with external tools, and offering in-app support.

"...The email sending with the threaded conversation and forwarding a ticket to freshdesk is a plus. ...." Peer review by Tristan B., Owner and Head of Development, Computer Software

How does Freshdesk Messaging facilitate Customer Feedback Management?

Freshdesk Messaging provides tools to collect and analyze customer feedback. These tools include customer satisfaction score tracking and feedback collection through channels like website forms and in-app chat. Freshdesk Messaging routes conversations to the appropriate agents and provides metrics to evaluate customer satisfaction. The platform allows businesses to gather feedback during interactions, but there are limitations in CSAT calculations when issues are reopened. Freshdesk Messaging enables businesses to improve customer experiences by leveraging customer feedback and facilitating efficient communication.

"...This way the CS team will be able to focus on larger issues that guarantee higher customer satisfaction...." Case Study Shuttle Delivery

How does Freshdesk Messaging facilitate Onboarding?

44+ more Business Use Cases

11 buyers and buying teams have used Cuspera to assess how well Freshdesk Messaging solved their Live Chat needs. Cuspera uses 2809 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Live Chat needs.

Customer Testimonials

CUSTOMERS	TESTIMONIALS
Pieter-Ben Pienaar Head of IT & Technology NuDebt	So all of a sudden our electronic channel started generating 40% of the revenue which we did not have before; which we would have lost if not for the WhatsApp + Freshdesk Messaging Integration. The way we look at this integration has changed. They use this as a revenue generating tool on top of usi...ng it as a customer support tool. Testimonial By Pieter-Ben Pienaar
Kyu Renegado Head of Customer Happiness and Sales Poundit	Visitors are more likely to engage from a channel if it looks good and offers a great experience. And Freshdesk Messaging helps us with precisely that. It was the best choice in terms of functionality and pricing. Testimonial By Kyu Renegado
Kimberly Strickland CC Innovations Manager Travix	For Travix, chat is no longer ‘just another’ channel. The goal is to ensure that by the end of the year, 50% of customer inquiries take place through chat. That is a massive culture change for our company, which had leaned on manual processes and a ‘just give us a call’-approach to service for many... years. Testimonial By Kimberly Strickland

CUSTOMERS	TESTIMONIALS
Pieter-Ben Pienaar Head of IT & Technology NuDebt	So all of a sudden our electronic channel started generating 40% of the revenue which we did not have before; which we would have lost if not for the WhatsApp + Freshdesk Messaging Integration. The way we look at this integration has changed. They use this as a revenue generating tool on top of usi...ng it as a customer support tool. Testimonial By Pieter-Ben Pienaar
Kyu Renegado Head of Customer Happiness and Sales Poundit	Visitors are more likely to engage from a channel if it looks good and offers a great experience. And Freshdesk Messaging helps us with precisely that. It was the best choice in terms of functionality and pricing. Testimonial By Kyu Renegado
Kimberly Strickland CC Innovations Manager Travix	For Travix, chat is no longer ‘just another’ channel. The goal is to ensure that by the end of the year, 50% of customer inquiries take place through chat. That is a massive culture change for our company, which had leaned on manual processes and a ‘just give us a call’-approach to service for many... years. Testimonial By Kimberly Strickland

Case Studies

Hospitality

Case Study Travix

How bots and automation helped Travix navigate customer service during a global crisis

Read more →

Internet

Case Study Dunzo

On-demand delivery app, Dunzo resolves 48% of customer queries with chatbots

Read more →

Hospitality

Case Study MakeMyTrip

MakeMyTrip increases agent efficiency by 3x using Freshdesk Messaging

Read more →

Consumer Services

Case Study Shuttle Delivery

How Shuttle Delivery resolves 95% of its queries with Freshdesk Messaging.

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Food & Beverages

CASE STUDY HelloFresh

HelloFresh improved supply chain response and team collaboration using Freshservice, leading to enhanced data availability and operational efficiency.

Read more →

Internet

Case Study Delivery Hero

7 Million messages per month, Delivery Hero relies on Freshdesk Messaging to support a global rider fleet

Read more →

Video

Welcome to Freshdesk | Best Customer Service Software

Video Thumbnail

Frequently Asked Questions(FAQ)

for Freshdesk Messaging

What is Freshdesk Messaging?

Freshdesk Messaging (formerly 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. Smart Conversations:- Available across first and third party messaging platforms including web, mobile, in-app, WhatsApp, Apple Business Chat, Facebook Messenger and more.

2. Smart Self-service:- Deploy AI-powered chatbots in the front lines to guide customers to resolve their queries - from informational to transactional and

3. Smart Operations:- Reduce the cost of providing support by switching to messaging and scale customer service without linearly scaling team size

Businesses use Freshdesk Messaging platform to service their customers on various digital channels using a blend of automation and human assistance. It offers a Unified inbox experience to manage conversations across digital channels, AI chatbots that focus on intent and engagement, Proactive messaging using hyper-targeted rich media campaigns, Intelligent load balancing and auto-routing capabilities. It also supports a large number of languages from across the globe.

What is Freshdesk Messaging used for?

Freshdesk Messaging is a Live Chat Software mainly used by its customers to Enhance Customer Relationships and Acquire Customers by Engagement Management, Helpdesk Management and Communication Management .

What are the top features of Freshdesk Messaging?

bot, Ticketing and Personalization are some of the top features of Freshdesk Messaging.

Who uses Freshdesk Messaging?

Freshdesk Messaging is used by Consumer Services, Financial Services and Retail among other industries.

What are Freshdesk Messaging alternatives?

Helpcrunch, SurveyMethods, Simplesat and Delighted Platform are popular alternatives for Freshdesk Messaging.

Where is Freshdesk Messaging located?

Freshdesk Messaging is headquartered at 2950 S. Delaware Street, Suite 201, San Mateo CA 94403.

lightning

Peers used Freshdesk Messaging for engagement management and helpdesk management

Freshdesk Messaging Competitors

More Freshdesk Messaging Alternatives...

Freshdesk Messaging Features

Low
Medium
High

FEATURE	RATINGS AND REVIEWS
AI Powered	4.32/5 ★ Read Reviews (27)
Analytics	4.71/5 ★ Read Reviews (33)
Custom Reports	4.02/5 ★ Read Reviews (198)

CAPABILITIES	RATINGS AND REVIEWS
AI Powered	4.32/5 ★ Read Reviews (27)
Analytics	4.71/5 ★ Read Reviews (33)
Custom Reports	4.02/5 ★ Read Reviews (198)

Software Failure Risk Guidance

?

for Freshdesk Messaging

Overall Risk Meter

Low Medium High

Top Failure Risks for Freshdesk Messaging

Freshworks Inc News

Financial 01/07/2025

Freshworks Inc. to Announce Second Quarter 2025 Financial Results on July 29, 2025 - Quiver Quantitative

Freshworks Inc. will announce its second quarter 2025 financial results on July 29, 2025, followed by a live audio webcast to discuss the results and business highlights. The event will be accessible via Freshworks' investor relations website.

Read more →

Product 30/06/2025

Freshworks Launches Freshservice Journeys to Make Work Life Easier by Removing Frustration from Employee Experiences - CXOToday.com

Freshworks has launched Freshservice Journeys, a new feature within its Freshservice platform, designed to streamline employee experiences by reducing workplace frustrations. The solution aims to automate and personalize service management workflows, improving efficiency and satisfaction for enterprise IT and HR teams.

Read more →

Product 29/06/2025

Freshworks Launches AI Solution to Fix Employee Onboarding Chaos: What IT Leaders Need to Know - Stock Titan

Freshworks has launched Freshservice Journeys, an AI-powered feature within its IT and employee service management platform. This solution streamlines complex employee processes across departments like IT, HR, and facilities, using AI automation and a no-code interface. Early adopters like Qualfon and EquiTrust Life Insurance report significant efficiency improvements in onboarding and offboarding processes.

Read more →

Executive 19/06/2025

Freshworks names Ian Tickle as chief of global field operations - iTWire

Freshworks appointed Ian Tickle as chief of global field operations. Tickle will oversee worldwide sales and field operations, aiming to drive growth for Freshworks' SaaS solutions in customer engagement and IT service management.

Read more →

Freshworks Inc Profile

Company Name

Freshworks Inc

Company Website

https://www.freshworks.com/

Year Founded

2010

HQ Location

2950 S. Delaware Street, Suite 201, San Mateo CA 94403

Employees

1001-5000

Social

Financials

SERIES H