Freshworks vs Kustomer
Freshworks uniquely has 9 features.
| Freshworks | Kustomer | |
|---|---|---|
| Company | ||
| Founded | 2010 | 2015 |
| HQ | San Mateo, USA | New York, USA |
| AI model | Freddy AI (Proprietary, built on OpenAI and other LLMs) | Proprietary (Kustomer AI — includes Concierge, Envoy, Architect, Data Explorer) |
| User base | 60,000+ businesses | 600+ companies |
| Platforms | Web, iOS, Android, Chrome | Web, iOS, Android |
| Languages | 30+ | All languages supported (2-way message translation included) |
| Pricing | ||
| Pricing model | Subscription | Custom |
| Free plan | No | No |
| Free trial | Yes | No |
| Starting price | $29/mo | Custom — contact sales |
| Enterprise | Custom | Custom |
| All plans | Starter$29/moGrowth$59/moPro$119/moEnterpriseCustom | — |
| Positioning | ||
| Best for | IT teams | B2C and B2B companies seeking an AI-native CX platform with unified customer timelines and omnichannel support |
| Differentiator | Freddy AI included in Enterprise plan with AI Copilot add-on available across Pro and Enterprise | Kustomer's AI-native platform unifies the full customer relationship on a single timeline — combining goal-oriented AI agents, real-time intent detection, and continuous self-optimization — rather than layering AI onto legacy ticketing infrastructure. |
| Competitors | Zendesk, Intercom, HubSpot Service Hub, Salesforce Service Cloud, Zoho Desk | Zendesk, Intercom, Gorgias, Salesforce Service Cloud, Freshdesk |
| Features | ||
| Change Management | ✓ | — |
| Freddy AI Copilot | ✓ | — |
| Incident Management | ✓ | — |
| Knowledge Management | ✓ | — |
| Sla Management | ✓ | — |
| 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 | Shopify, Salesforce, Facebook (50 pages), Instagram (50 accounts), WhatsApp Business (5 accounts), MCP Server, inbound/outbound webhooks, custom integrations via API |
| Salesforce | ✓ | ✓ |
| Shopify | ✓ | ✓ |
| Slack | ✓ | — |
| Zapier | ✓ | — |