Freshworks vs Hiver
Freshworks uniquely has 7 features · Hiver uniquely has 6 features.
| Freshworks | Hiver | |
|---|---|---|
| Company | ||
| Founded | 2010 | 2011 |
| HQ | San Mateo, USA | San Jose, USA |
| AI model | Freddy AI (Proprietary, built on OpenAI and other LLMs) | Proprietary (Harvey AI, powered by OpenAI) |
| User base | 60,000+ businesses | 10,000+ businesses |
| Platforms | Web, iOS, Android, Chrome | Web, Chrome Extension, iOS, Android |
| Languages | 30+ | English primarily, multilingual support via integrations |
| Pricing | ||
| Pricing model | Subscription | Subscription |
| Free plan | No | Yes |
| Free trial | Yes | Yes |
| Starting price | $29/mo | $35/user/mo |
| Enterprise | Custom | Custom |
| All plans | Starter$29/moGrowth$59/moPro$119/moEnterpriseCustom | Growth$35/user/monthPro$65/user/monthElite$95/user/monthVoice$30/user/mo |
| Positioning | ||
| Best for | IT teams | Small to large teams seeking multi-channel customer support with email, chat, Slack and voice in one workspace |
| Differentiator | Freddy AI included in Enterprise plan with AI Copilot add-on available across Pro and Enterprise | Shared inbox and ticketing built around email collaboration with AI agents, AI Copilot, and omnichannel support including Slack and voice |
| Competitors | Zendesk, Intercom, HubSpot Service Hub, Salesforce Service Cloud, Zoho Desk | Freshdesk, Zendesk, Help Scout, Front, Intercom |
| Features | ||
| AI Agents | — | ✓ |
| AI Copilot | — | ✓ |
| API Access | — | ✓ |
| Csat Surveys | — | ✓ |
| Change Management | ✓ | — |
| Freddy AI Copilot | ✓ | — |
| Incident Management | ✓ | — |
| Knowledge Management | ✓ | — |
| Sla Management | ✓ | — |
| Slas | — | ✓ |
| Sso, Hipaa & Custom Roles | — | ✓ |
| Workload Management | ✓ | — |
| AI Chatbot | ✓ | ✓ |
| API Access | ✓ | ✓ |
| CRM Integration | ✓ | ✓ |
| Custom Training | ✓ | ✓ |
| Email Automation | ✓ | ✓ |
| Human Handover | ✓ | ✓ |
| Knowledge Base | ✓ | ✓ |
| Live Chat | ✓ | ✓ |
| Multilingual | ✓ | — |
| Sentiment Analysis | ✓ | ✓ |
| Sla Management | ✓ | ✓ |
| Ticket Management | ✓ | ✓ |
| Integrations | ||
| API Access | ✓ | ✓ |
| Hubspot | ✓ | ✓ |
| Key Integrations | Salesforce, HubSpot, Slack, Shopify, Zapier, Jira, Microsoft Teams, Google Workspace, WhatsApp, Facebook Messenger, Twilio | Salesforce, HubSpot, Slack, Zapier, Asana, Jira, WhatsApp, Aircall, Klaviyo, Shopify |
| Salesforce | ✓ | ✓ |
| Shopify | ✓ | ✓ |
| Slack | ✓ | ✓ |
| Zapier | ✓ | ✓ |