Freshchat - Catch 'em all. Keep 'em all.

My mobile app uses Freshchat. I wanted something with an SDK that would allow in-app help with information about their install, and tied into a knowledge base also available on the web, which Freshchat does through a FreshDesk integration. We moved from Helpshift because they raised prices to go after bigger customers. Cons: 1) They overbilled me twice, for exceeding maximum users per month, which was demonstrably false by App Store analytics. Worse, their accounting email address bounced, and after promises to follow up, I got silence from their general support address. They were able to drag that out long enough to prevent me from getting a chargeback. 2) Integration with Freshdesk is weird. Definitely an afterthought, and Freshchat itself has a looser feel than Freshdesk which suggests it was an acquisition. You can sync knowledge bases, but it's not a live sync, and you will lose some metadata every time you resync. I basically have to treat the two as separate products, where Helpshift just had one straightforward product that served both mobile and web. 3) SDK is lacking. There's no way to get users to enter information upfront like their email address, which I had to get around by inserting a modal popup first. They have a branded bar along the bottom of the window, and when someone asked for a way to hide that, their response was, "Why would you want to do that?" Pros: Good price at the low end. Get it because it's what you want self-contained, not for any synergy with Freshdesk.

They were refusing to delete my account, took me 3 days of mailing with them in order to delete it. Can’t beleive that someone would do that today.