Freshworks vs Intercom
Intercom uniquely has 7 features · Freshworks uniquely has 6 features.
| Freshworks | Intercom | |
|---|---|---|
| Company | ||
| Founded | 2010 | 2011 |
| HQ | San Mateo, USA | San Francisco, USA |
| AI model | Freddy AI (Proprietary, built on OpenAI and other LLMs) | Proprietary (Fin AI, built on multiple LLMs including OpenAI) |
| User base | 60,000+ businesses | 30,000+ businesses |
| Platforms | Web, iOS, Android, Chrome | Web, iOS, Android, Chrome Extension |
| Languages | 30+ | 45+ |
| Pricing | ||
| Pricing model | Subscription | Subscription |
| Free plan | No | No |
| Free trial | Yes | Yes |
| Starting price | $29/mo | $29/mo |
| Enterprise | Custom | Custom — contact sales |
| All plans | Starter$29/moGrowth$59/moPro$119/moEnterpriseCustom | Essential$29/mo per seatAdvanced$99/mo per seatExpert$139/mo per seatFin AI Agent (standalone)$0.99 per outcome usagePro Add-on$99/moCopilot Add-onFrom $29/mo per agentProactive Support Plus Add-on$99/mo |
| Positioning | ||
| Best for | IT teams | Customer support teams ranging from startups to large enterprises |
| Differentiator | Freddy AI included in Enterprise plan with AI Copilot add-on available across Pro and Enterprise | Fin AI Agent included on every plan with usage-based pricing at $0.99 per Fin outcome; WhatsApp and SMS available on all plans but charged separately based on usage |
| Competitors | Zendesk, Intercom, HubSpot Service Hub, Salesforce Service Cloud, Zoho Desk | Zendesk, Freshdesk, HubSpot Service Hub, Salesforce Service Cloud, Drift |
| Features | ||
| Change Management | ✓ | — |
| Fin AI Agent | — | ✓ |
| Freddy AI Copilot | ✓ | — |
| Hipaa Support | — | ✓ |
| Incident Management | ✓ | — |
| Knowledge Management | ✓ | — |
| Multibrand Messenger | — | ✓ |
| Sla Management | ✓ | — |
| Sso & Identity Management | — | ✓ |
| Shared Inbox & Ticketing | — | ✓ |
| Workflows Automation Builder | — | ✓ |
| 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 | ✓ | ✓ |
| White Label | — | ✓ |
| Integrations | ||
| API Access | ✓ | ✓ |
| Hubspot | ✓ | ✓ |
| Key Integrations | Salesforce, HubSpot, Slack, Shopify, Zapier, Jira, Microsoft Teams, Google Workspace, WhatsApp, Facebook Messenger, Twilio | Salesforce, Stripe, Jira, HubSpot, Slack, Shopify, Zapier, GitHub, Zendesk, 350+ total integrations |
| Salesforce | ✓ | ✓ |
| Shopify | ✓ | ✓ |
| Slack | ✓ | ✓ |
| Zapier | ✓ | ✓ |