Freshchat vs Intercom
Converge Team
Side-by-side comparison for 2026
| Feature | Freshchat | Intercom |
|---|---|---|
| Starting Price | From $49/seat/mo | From $85/seat/mo |
| Best For | Large enterprises already using Freshworks products | Well-funded SaaS companies wanting AI-first customer service |
| Standout Feature | Deep integration with Freshworks CRM and helpdesk | Fin AI Agent that autonomously resolves customer queries |
| Free Plan | ✓ | ✗ |
| G2 Rating | 4.2 | 4.5/5 |
Freshchat and Intercom are both modern customer communication platforms with different strengths. Freshchat (G2 4.2/5) offers modern chat capabilities with AI-powered automation, while Intercom (G2 4.5/5) provides a comprehensive customer engagement platform with advanced features and integrations.
This comparison examines their feature sets, pricing models, and target audiences to help you choose the right platform for your customer communication needs.
Feature Comparison
Freshchat focuses on modern chat experiences with AI-powered bots, proactive messaging, and multi-channel support including web, mobile, and social platforms. It offers intelligent routing, canned responses, and integration with the broader Freshworks ecosystem.
Intercom provides a comprehensive customer engagement platform with advanced live chat, sophisticated automation sequences, customer segmentation, product tours, and extensive workflow capabilities. It extends beyond chat into marketing automation and customer success management.
While Freshchat excels in chat-focused interactions with AI capabilities, Intercom offers broader customer engagement tools with more advanced automation and customization options.
Pricing Comparison
Freshchat offers competitive pricing starting at $15/agent/month for basic chat functionality up to $69/agent/month for advanced AI and automation features. The pricing is transparent with clear feature tiers.
Intercom's pricing ranges from $29-$132 per seat monthly, with additional costs for advanced features, higher message volumes, and premium integrations. The total cost can escalate significantly as you add features and scale.
For a 5-person team, Freshchat costs $75-$345/month while Intercom ranges from $145-$660/month, making Freshchat more cost-effective for chat-focused support teams.
Freshchat
Pros
- ✓ Part of Freshworks ecosystem
- ✓ Strong mobile app
- ✓ Good WhatsApp integration
Cons
- ✗ Per-agent pricing gets expensive
- ✗ Limited customization options
- ✗ Steep learning curve
Intercom
Pros
- ✓ Fin AI Agent resolves queries autonomously
- ✓ Beautiful, modern interface design
- ✓ Strong product tour and onboarding features
Cons
- ✗ Premium pricing, especially with AI usage
- ✗ Complex pricing structure
- ✗ Per-resolution AI fees add up
Verdict
Choose Freshchat if you need modern chat capabilities with AI automation at competitive pricing ($15-$69/agent). Choose Intercom if you require comprehensive customer engagement tools and advanced automation despite higher costs ($29-$132/seat).
Choose Freshchat if: You prioritize modern chat experiences with AI automation, need competitive pricing, and want integration with the Freshworks ecosystem. Ideal for businesses focused primarily on chat-based customer support.
Choose Intercom if: You need comprehensive customer engagement tools, advanced automation workflows, and sophisticated customer journey management. Best for businesses requiring extensive customization and integration capabilities.
Consider Converge as an alternative with flat $49/month pricing for up to 15 agents, offering excellent value for teams seeking comprehensive chat and support capabilities without per-agent limitations.
Looking for more options? Browse all 750+ platform comparisons, or see all Freshchat comparisons and all Intercom comparisons.