Freshchat vs Kustomer

Freshchat and Kustomer serve different segments of the customer support market. Freshchat offers modern messaging with AI-powered automation at mid-market pricing, while Kustomer provides enterprise-grade CRM capabilities with premium positioning.

Both platforms handle omnichannel support, but their approaches to customer data management and pricing structures differ significantly.

Freshchat excels in modern messaging experiences with features like rich media support, bot-to-human handoffs, and proactive messaging campaigns. Its Freddy AI provides intelligent routing and automated responses.

Kustomer focuses on comprehensive customer timelines, advanced workflow automation, and deep data integration. It treats every interaction as part of a larger customer journey, with sophisticated reporting and analytics.

While Freshchat prioritizes conversational experiences and ease of use, Kustomer emphasizes data-driven customer relationship management and complex automation workflows.

The pricing reflects their different positioning: Freshchat ranges from $15-$69 per agent monthly, while Kustomer costs $89-$139 per user monthly.

For a 15-agent team, Freshchat would cost $225-$1,035 monthly compared to Kustomer's $1,335-$2,085. This represents potential savings of 50-75% with Freshchat, depending on the plan level chosen.

Choose Freshchat if you want modern messaging features with reasonable pricing and AI automation. Choose Kustomer if you need enterprise CRM capabilities and can invest in premium tooling.

Choose Freshchat if: You want modern messaging capabilities, AI-powered automation, and cost-effective scaling for mid-market teams.

Choose Kustomer if: You require enterprise-grade customer data management, complex workflows, and have budget for premium features.

Consider Converge at $49/month flat rate - it eliminates per-agent costs entirely while providing unified customer communication, potentially offering better value than both options as your team scales.