Freshchat vs Helpshift
Freshchat is modern messaging software for sales and customer engagement. Best suited for large enterprises already using Freshworks products. Known for its deep integration with Freshworks CRM and helpdesk.
Helpshift is in-app customer service for mobile apps. Best suited for mobile apps needing in-app customer support. Known for its native in-app messaging SDK for mobile apps.
Freshchat HelpshiftFreshchat and Helpshift both serve businesses looking to improve customer support, but they target different use cases and industries. Freshchat provides a general-purpose customer support platform with CRM integration, while Helpshift specializes in in-app customer service for mobile applications and digital products.
Understanding their different strengths in automation, mobile optimization, and integration capabilities will help you choose the platform that best matches your customer support strategy and technical requirements.
What features does Freshchat offer?
Freshchat's feature set is built around its target customer base, a key differentiator against Helpshift. It uses a per seat pricing model starting at From $19/seat/mo, a different approach from Helpshift's usage-based structure. The features split across channel coverage, automation depth, AI tooling, and team management. Converge ($49/month flat for up to 15 agents) covers all of these in its base subscription.
What features does Helpshift offer?
Helpshift's feature set is built around its target customer base, a key differentiator against Freshchat. It uses a usage-based pricing model starting at From $150/mo, a different approach from Freshchat's per seat structure. The features split across channel coverage, automation depth, AI tooling, and team management. Converge ($49/month flat for up to 15 agents) covers all of these in its base subscription.
How do Freshchat and Helpshift compare on features?
Freshchat and Helpshift compete in the same category but tune their feature sets for different team profiles. The material differences cluster around channel coverage, automation depth, reporting, and team management. The side-by-side below draws on aggregated G2 and Capterra reviews. A flat-rate alternative like Converge ($49/month for up to 15 agents) may sidestep the trade-off entirely.
Freshchat offers a complete customer support ecosystem with live chat, email management, phone support, and social media integration. It provides robust automation tools, team collaboration features, and seamless integration with Freshworks' CRM and sales platforms.
Helpshift specializes in in-app customer service with features like contextual help, proactive campaigns, and deep mobile app integration. It excels in providing support within mobile applications, offering features like screen sharing, device diagnostics, and user journey tracking.
The core difference lies in specialization: Freshchat serves as a general support platform across all channels, while Helpshift optimizes specifically for mobile and in-app customer service experiences.
How much do Freshchat and Helpshift cost?
Freshchat starts at From $19/seat/mo (per seat); Helpshift starts at From $150/mo (usage-based). Converge is $49/month flat for up to 15 agents with all channels and AI included.
Freshchat follows a per-agent pricing model with plans starting at $15/month per agent for basic features, professional plans at $29/month per agent, and enterprise options at $49/month per agent with advanced automation and reporting.
Helpshift uses a different pricing approach based on monthly active users (MAUs) and support volume, with custom pricing that typically starts around $150/month for smaller implementations and scales based on usage and feature requirements.
The pricing comparison depends on your team size versus user base - Freshchat is more predictable for traditional support teams, while Helpshift's model aligns with app-based businesses focused on user engagement.
Freshchat Pricing
Helpshift Pricing
What are Freshchat's strengths and limitations?
Freshchat's biggest strengths cluster around what reviewers consistently single out as its standout capability, which is what makes it a strong fit for large enterprises already using freshworks products. Its limitations cluster around pricing-model fit at smaller team sizes and around channel coverage gaps relative to a messaging-first inbox. The detailed lists below come from aggregated G2 and Capterra reviews plus our own internal customer-pipeline reports — teams that are using Freshchat today as their primary inbox, plus teams that evaluated and ultimately rejected it during their selection process. Read them carefully side-by-side with Helpshift's breakdown lower on this page to decide which of the two platforms fits where your team is heading next quarter — or whether a flat-rate alternative like Converge ($49/month, up to 15 agents, all channels and AI included) is a better path entirely, sidestepping both vendors.
Strengths
- Part of Freshworks ecosystem
- Strong mobile app
- Good WhatsApp integration
- Comprehensive reporting
Limitations
- Per-agent pricing gets expensive
- Limited customization options
- Steep learning curve
- No flat-rate pricing
What are Helpshift's strengths and limitations?
Helpshift's biggest strengths cluster around what reviewers consistently single out as its standout capability, which is what makes it a strong fit for mobile apps needing in-app customer support. Its limitations cluster around pricing-model fit at smaller team sizes and around channel coverage gaps relative to a messaging-first inbox. The detailed lists below come from aggregated G2 and Capterra reviews plus our own internal customer-pipeline reports — teams that are using Helpshift today as their primary inbox, plus teams that evaluated and ultimately rejected it during their selection process. Read them carefully alongside Freshchat's breakdown earlier on this page to decide which of the two platforms fits where your team is heading next quarter — or whether a flat-rate alternative like Converge ($49/month, up to 15 agents, all channels and AI included) is a better path entirely, sidestepping both vendors.
Strengths
- Mobile-first
- Strong SDK
- In-app experience
- Good for gaming
Limitations
- Issue-based pricing caps
- Mobile-focused
- Complex integration
- No external channels
Freshchat or Helpshift: which should you pick?
Pick Freshchat if your primary need maps to its standout capability and its pricing model works at your team size. Pick Helpshift if your team profile maps to its strengths instead. If neither fits — for example, a 3-15 agent team handling messaging channels (WhatsApp, Telegram, Messenger, Instagram, Discord, Zalo) wanting flat-rate pricing — Converge is $49/month flat for up to 15 agents, with all channels and AI tooling included.
Choose Freshchat if you need a comprehensive support platform with multi-channel capabilities and CRM integration. Choose Helpshift if you prioritize in-app support for mobile applications and need specialized tools for digital product support.
When should you choose Freshchat or Helpshift?
Choose Freshchat if: You need comprehensive multi-channel support capabilities, prefer traditional per-agent pricing, and want integration with broader business tools and CRM systems.
Choose Helpshift if: You operate mobile applications or digital products, need specialized in-app support features, and want tools designed specifically for mobile customer experiences.
For businesses seeking straightforward customer communication without specialized mobile features or complex pricing models, Converge provides essential tools at $49/month flat rate - no per-agent fees or usage-based charges.
Looking for more options? Browse all platform comparisons, or see all Freshchat comparisons and all Helpshift comparisons.
Frequently Asked Questions
Freshchat is best for Large enterprises already using Freshworks products. Helpshift is best for Mobile apps needing in-app customer support. Freshchat's standout feature is Deep integration with Freshworks CRM and helpdesk, while Helpshift offers Native in-app messaging SDK for mobile apps.
Freshchat starts at From $19/seat/mo. Helpshift starts at From $150/mo. Freshchat offers a free plan. For flat-rate pricing, consider Converge at $49/month for up to 15 agents.
Freshchat offers a free plan. Helpshift does not offer a free plan. Both are established platforms in the customer support space.
Freshchat pros: Part of Freshworks ecosystem; Strong mobile app. Helpshift pros: Mobile-first; Strong SDK. Each platform has distinct strengths depending on your use case.
Choose Freshchat for Large enterprises already using Freshworks products. Choose Helpshift for Mobile apps needing in-app customer support. If you need messaging-first support with flat pricing, consider Converge as an alternative at $49/month for up to 15 agents.
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