Compare Freshdesk and eGain Chat 
At a Glance
Market Segments
Small-Business (48.7% of reviews)
Enterprise (70.0% of reviews)
Entry-Level Pricing
$0.00 Per Month
No pricing available
Freshdesk
Star Rating
(3,501)4.4 out of 5
Market Segments
Small-Business (48.7% of reviews)
Entry-Level Pricing
$0.00 Per Month
Free Trial is available
Browse all 4 pricing planseGain Chat
Star Rating
(10)4.0 out of 5
Market Segments
Enterprise (70.0% of reviews)
Entry-Level Pricing
No pricing available
Learn more about eGain ChatSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that eGain Chat excels in its Live Chat feature, receiving a perfect score of 10.0, while Freshdesk's Live Chat is rated at 8.8, indicating that eGain provides a more seamless and efficient chat experience.
- Reviewers mention that eGain Chat has a superior Quality of Support rating at 9.6 compared to Freshdesk's 8.8, suggesting that users find eGain's customer service more responsive and helpful when issues arise.
- G2 users highlight that eGain Chat's Ticket Creation User Experience is rated at 8.9, which is higher than Freshdesk's score, indicating that eGain offers a more intuitive and user-friendly ticketing process.
- Users on G2 report that eGain Chat's Product Direction is rated at a perfect 10.0, while Freshdesk's is at 8.7, suggesting that eGain is perceived as having a clearer and more promising roadmap for future developments.
- Reviewers mention that Freshdesk shines in its overall Total Number of Reviews, boasting 3,400 compared to eGain Chat's 10, which may indicate a more established user base and broader community feedback for Freshdesk.
- Users say that eGain Chat's Omnichannel capabilities are rated at 8.4, which is on par with Freshdesk, but eGain's focus on Live Chat may provide a more integrated experience across channels, enhancing customer engagement.
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Pricing
Entry-Level Pricing
Freshdesk
FREE
$0.00
Per Month
Free forever plan
- Upto 2 agents
- Knowledge base
- Team collaboration
eGain Chat
No pricing availableFree Trial
Freshdesk
Free Trial is available
eGain Chat
Free Trial is available
Ratings
Meets Requirements
8.6
3,070
9.3
9
Ease of Use
8.9
3,090
9.8
9
Ease of Setup
8.6
2,149
Not enough data
Ease of Admin
8.7
2,110
Not enough data
Quality of Support
8.8
2,972
9.6
8
Has the product been a good partner in doing business?
8.8
2,037
Not enough data
Product Direction (% positive)
8.8
3,048
10.0
8
Features by Category
Ticket and Case Management
8.9
2123
|
Verified
Not enough data
8.8
2134
|
Verified
Not enough data
8.5
2046
|
Verified
Not enough data
8.5
1939
|
Verified
Not enough data
8.3
1706
|
Verified
Not enough data
8.5
1993
|
Verified
Not enough data
8.7
1913
|
Verified
Not enough data
8.2
1278
|
Verified
Not enough data
Generative AI
7.4
256
Not enough data
7.6
254
Not enough data
Communication Channels
8.6
1829
|
Verified
Not enough data
8.9
1976
|
Verified
Not enough data
8.4
1222
|
Verified
Not enough data
8.1
1105
|
Verified
Not enough data
8.0
853
|
Verified
Not enough data
Platform
8.1
1068
|
Verified
Not enough data
8.1
1571
|
Verified
Not enough data
8.6
1460
|
Verified
Not enough data
8.3
1056
|
Verified
Not enough data
8.0
1776
|
Verified
Not enough data
8.3
1874
|
Verified
Not enough data
Channels
8.4
309
Not enough data
7.9
291
Not enough data
7.5
282
Not enough data
Design
8.2
286
Not enough data
7.8
292
Not enough data
8.3
313
Not enough data
8.3
299
Not enough data
8.4
290
Not enough data
Generative AI
7.7
224
Not enough data
7.7
224
Not enough data
Usability
8.8
232
Not enough data
8.7
229
Not enough data
8.8
224
Not enough data
Reporting
8.6
219
Not enough data
8.5
216
Not enough data
8.6
227
Not enough data
Generative AI
7.6
156
Not enough data
7.6
156
Not enough data
Conversational Platform
8.4
385
Not enough data
8.4
332
Not enough data
8.3
325
Not enough data
8.4
261
Not enough data
Support Automation
8.5
343
Not enough data
8.4
362
Not enough data
8.3
326
Not enough data
8.2
268
Not enough data
Generative AI
7.7
166
Not enough data
7.7
163
Not enough data
Generative AI
7.8
89
Feature Not Available
7.9
88
Feature Not Available
7.5
87
Feature Not Available
Communication
8.8
548
|
Verified
Not enough data
8.7
566
|
Verified
Not enough data
8.7
461
|
Verified
Not enough data
8.5
165
Not enough data
8.1
169
Not enough data
Internal Use
8.1
1571
|
Verified
Not enough data
8.7
172
Not enough data
8.2
153
Not enough data
8.8
528
|
Verified
Not enough data
8.8
486
|
Verified
Not enough data
8.6
515
|
Verified
Not enough data
Generative AI
8.0
124
Not enough data
Self-Service Experience
8.7
936
Not enough data
8.6
890
Not enough data
8.3
666
Not enough data
8.2
221
Not enough data
8.4
235
Not enough data
Self-Service Platform
8.5
232
Not enough data
8.6
237
Not enough data
8.0
198
Not enough data
8.5
215
Not enough data
Generative AI
8.3(won by default)
67
Not enough data
8.1(won by default)
67
Not enough data
Process
8.6(won by default)
145
Not enough data
9.3(won by default)
465
Not enough data
8.6(won by default)
357
Not enough data
Channels
9.2(won by default)
459
Not enough data
8.8(won by default)
400
Not enough data
8.8(won by default)
360
Not enough data
8.6(won by default)
323
Not enough data
Feature Not Available
Not enough data
Insight
8.7(won by default)
364
Not enough data
8.7(won by default)
152
Not enough data
8.6(won by default)
356
Not enough data
9.1(won by default)
429
Not enough data
Generative AI
8.0
69
Not enough data
7.9
69
Not enough data
Categories
Categories
Shared Categories
Freshdesk and eGain Chat are categorized as Live Chat
Unique Categories
Freshdesk is categorized as Digital Customer Service Platforms, Shared Inbox, Conversational Support, Complaint Management, Social Customer Service, Help Desk, Customer Self-Service, and Customer Communications Management
eGain Chat has no unique categories
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
eGain Chat
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
17.3%
Computer Software
12.8%
Internet
4.2%
Financial Services
4.0%
Education Management
3.7%
Other
58.0%
Computer Networking
20.0%
Medical Devices
10.0%
Internet
10.0%
Insurance
10.0%
Consumer Services
10.0%
Other
40.0%
Most Helpful Reviews
Freshdesk
Most Helpful Favorable Review
Clyde C.
Verified User in Music
Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...
Most Helpful Critical Review
Verified User in Computer Software
Untrustworthy! We had been Freshdesk users for two years until they took down our account with no warning or explanation. They didn't even have the decency to contact us afterwards to tell us they took down our account. When we finally got an answer...
eGain Chat
Most Helpful Favorable Review
Verified User in Banking
Loved that I could work from home for a company that used this communicate with their customers! It was easy to use and really convenient!
Most Helpful Critical Review
Verified User in Insurance
1. Cowbrowse on V15 does not allow you to browse the customers desktop only the agents 2. Consistent downtown of chat tool 3. Lack of accurate and timely reporting 4. No customization available 5. Inadequate customer support 6. Issue resolution...
Clyde C.
Verified User in Music
Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...
Verified User in Banking
Loved that I could work from home for a company that used this communicate with their customers! It was easy to use and really convenient!
Verified User in Computer Software
Untrustworthy! We had been Freshdesk users for two years until they took down our account with no warning or explanation. They didn't even have the decency to contact us afterwards to tell us they took down our account. When we finally got an answer...
Verified User in Insurance
1. Cowbrowse on V15 does not allow you to browse the customers desktop only the agents 2. Consistent downtown of chat tool 3. Lack of accurate and timely reporting 4. No customization available 5. Inadequate customer support 6. Issue resolution...
Alternatives
Discussions
What is Freshdesk used for?
4 comments
TB
Freshdesk is a customer support software used to manage and streamline customer service operations. It helps businesses handle customer inquiries, track...Read more
What is the use of freshdesk?
3 comments
AB
Freshdesk is a Customer communication portal that will assist you in managing customer queries in various formats in a centralised space with transparency in...Read more
eGain Chat has no discussions with answers
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