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Telecommunications · head to head

8x8 vs Freshworks Customer Service Suite

8x8 logo

8x8

Telecommunications

Enterprise-grade unified communications

From
$29.99/month
Free plan
No
Full reviewWebsite
Freshworks Customer Service Suite logo

Freshworks Customer Service Suite

Customer Support

Unified customer service powered by AI

From
Free
Free plan
Yes
Full reviewWebsite

The short version

  • Only Freshworks Customer Service Suite has a free tier, so it costs nothing to try first.
  • Each has a real cost: 8x8 listed on UK G-Cloud 14 at £2.65 to £113.40 per user per month for 8x8 Hosted PBX, submitted directly by 8x8 UK Limited; Freshworks Customer Service Suite separate products for support, chat, and CRM create context fragmentation between teams
  • They diverge on capability: 8x8 covers Voice calling, Freshworks Customer Service Suite covers Unified inbox.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which 8x8 and Freshworks Customer Service Suite actually diverge.

Attributes where 8x8 and Freshworks Customer Service Suite differ
Attribute8x8Freshworks Customer Service Suite
Starting price$29.99/monthFree
Pricing modelsubscriptionUnknown
Free tierNoYes
PlatformsWeb, Windows, Macos, Ios, AndroidWeb, Mobile (iOS, Android)
CategoryTelecommunicationsCustomer Support
Founded19872010

Identical on both: user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in 8x8

  • Voice calling
  • Video meetings
  • Team messaging
  • Call recording
  • Voicemail
  • Call routing
  • Google Workspace
  • Cloud deployment

Only in Freshworks Customer Service Suite

  • Unified inbox
  • AI-powered chatbot
  • Ticketing system
  • Self-service portal
  • Automation
  • Shopify
  • Zapier
  • GDPR

Both cover

  • Analytics
  • Salesforce
  • Microsoft Teams
  • Slack
  • SOC2
  • HIPAA
  • ISO27001
  • Web support
  • Ios support
  • Android support

What people use each for

The jobs each tool is most often brought in to do.

8x8

  • Business communicationnot Freshworks Customer Service Suite
  • Customer contactnot Freshworks Customer Service Suite
  • Remote worknot Freshworks Customer Service Suite
  • Continuitynot Freshworks Customer Service Suite

Freshworks Customer Service Suite

  • Customer supportnot 8x8
  • Help desknot 8x8
  • Self-servicenot 8x8

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

8x8

  • Listed on UK G-Cloud 14 at £2.65 to £113.40 per user per month for 8x8 Hosted PBX, submitted directly by 8x8 UK Limited

Freshworks Customer Service Suite

  • Separate products for support, chat, and CRM create context fragmentation between teams
  • Add-ons and renewal uplifts typically increase real costs 30-50% above published pricing
  • Customization beyond default configurations requires significant training and consulting fees

Pricing, plan by plan

8x8

$29.99/month
  • Pro$29.99/month
    • Calling and meetings
    • Video conferencing
    • Team messaging
  • Enterprise$undefined/month
    • Everything in Pro
    • Advanced analytics
    • Dedicated support

Freshworks Customer Service Suite

Free

No published plan breakdown. See the Freshworks Customer Service Suite review.

Which should you pick?

Choose 8x8 if

  • You need voice calling.
  • You work on Web, Windows, Macos, Ios, Android.
  • You also want video meetings.
8x8 review

Choose Freshworks Customer Service Suite if

  • You need unified inbox.
  • You want to start without paying.
  • You work on Web, Mobile (iOS, Android).
  • You also want ai-powered chatbot.
Freshworks Customer Service Suite review

Questions people ask

Is 8x8 or Freshworks Customer Service Suite better?
Neither clearly leads. 8x8 starts at $29.99/month and Freshworks Customer Service Suite at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, 8x8 or Freshworks Customer Service Suite?
Freshworks Customer Service Suite has a free tier; the other does not. Paid plans start at $29.99/month for 8x8 and Free for Freshworks Customer Service Suite.
Does 8x8 or Freshworks Customer Service Suite run on more platforms?
8x8 runs on Web, Windows, Macos, Ios, Android. Freshworks Customer Service Suite runs on Web, Mobile (iOS, Android).
Can I use Freshworks Customer Service Suite for free?
Yes. Freshworks Customer Service Suite has a free tier, so you can try it without paying. 8x8 starts at $29.99/month.
What is 8x8 best used for?
8x8 is most often used for business communication, customer contact, remote work, continuity. Of those, business communication and customer contact are not what Freshworks Customer Service Suite is typically brought in for.
What can 8x8 do that Freshworks Customer Service Suite cannot?
8x8 covers Voice calling, Video meetings, Team messaging, Call recording. Freshworks Customer Service Suite covers Unified inbox, AI-powered chatbot, Ticketing system, Self-service portal. Both handle Analytics, Salesforce, Microsoft Teams, Slack.

Answered from the vendors’ own pages

Freshworks Customer Service Suite: What products are included in Freshworks Customer Service Suite?

The suite includes Freshdesk for support ticketing, Freshchat for live chat and messaging, and Freshsales for CRM. Pricing varies per product based on features and user count.

Source
Freshworks Customer Service Suite: Does Freshworks offer a free tier?

Yes. Freshdesk offers a free plan for 1-2 agents for 6 months. Paid plans start at $19/agent/month for Growth tier.

Source
Freshworks Customer Service Suite: Does Freshworks integrate with Slack?

Yes. Freshworks offers official Slack integration via the Freshdesk and Freshservice Slack apps, enabling ticket creation, notifications, and agent messaging directly in Slack.

Source
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