Software · head to head
Customerly vs Freshservice
Customerly
Software
Customer service suite with live chat and automation
- From
- Free
- Rated
- -
The short version
- Only Customerly has a free tier, so it costs nothing to try first.
- Each has a real cost: Customerly usage-based pricing of 0.50 EUR per conversation can become expensive at scale; Freshservice change, problem and release management require the Pro plan at $99 per agent per month, so core ITIL processes sit two tiers up
- They diverge on capability: Customerly covers Live chat, Freshservice covers Incident management.
Where they differ
Only the attributes on which Customerly and Freshservice actually diverge.
| Attribute | Customerly | Freshservice |
|---|---|---|
| Starting price | Free | $19/month |
| Free tier | Yes | No |
| Founded | 2015 | 2010 |
Identical on both: pricing model (subscription), platforms (Web, Ios, Android), user rating (Not yet rated), category (Unknown).
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 Customerly
- Live chat
- Email marketing
- Customer surveys
- Help center
- Video chat
- WordPress
- Shopify
- Zapier
Only in Freshservice
- Incident management
- Asset management
- Change management
- Knowledge base
- Reporting
- Microsoft Teams
- AWS
- Azure
Both cover
- Automation
- Slack
- GDPR
- Web support
- Ios support
- Android support
What people use each for
The jobs each tool is most often brought in to do.
Customerly
- Customer supportnot Freshservice
- Lead generationnot Freshservice
- Email marketingnot Freshservice
- Customer feedbacknot Freshservice
Freshservice
- IT service management and internal help desk ticketingnot Customerly
- Asset management and change control for IT teamsnot Customerly
Where each one falls short
Documented limitations, not opinions. Every one is a constraint you would hit in normal use.
Customerly
- Usage-based pricing of 0.50 EUR per conversation can become expensive at scale
- Limited to 11-50 employees according to company size metrics
Freshservice
- Change, problem and release management require the Pro plan at $99 per agent per month, so core ITIL processes sit two tiers up
- Every plan includes only 100 ITAM asset units, with more sold separately regardless of tier
- Orchestration transactions are metered monthly, from 1,000 on Starter to 20,000 on Enterprise, with extra packs at $250 per 1,000
- The Freddy AI copilot is a $29 per agent per month add on on top of Pro or Enterprise
- Sandbox and audit logs are Enterprise only, which carries no published price
Pricing, plan by plan
Customerly
Free- FreeFree
- 2 teammates
- Live chat
- Basic surveys
- Essential$9/month
- Unlimited chat
- Help center
- Automation
- Startup$29/month
- Video chat
- Funnels
- Priority support
- Pro$79/month
- White label
- Advanced analytics
- API access
Freshservice
$19/month- Starter$19/month
- Incident management
- Knowledge base
- Self-service portal
- Growth$49/month
- Asset management
- Approval workflows
- SLA management
- Pro$95/month
- Problem management
- Change management
- Release management
- Enterprise$119/month
- Freddy AI
- Audit logs
- Custom SSL
Which should you pick?
Choose Customerly if
- You need live chat.
- You want to start without paying.
- You work on Web, Ios, Android.
- You also want email marketing.
Choose Freshservice if
- You need incident management.
- You work on Web, Ios, Android.
- You also want asset management.
Questions people ask
- Is Customerly or Freshservice better?
- Neither clearly leads. Customerly starts at Free and Freshservice at $19/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
- Which is cheaper, Customerly or Freshservice?
- Customerly has a free tier; the other does not. Paid plans start at Free for Customerly and $19/month for Freshservice.
- Does Customerly or Freshservice run on more platforms?
- Both run on Web, Ios, Android, so platform support will not decide this one for you.
- Can I use Customerly for free?
- Yes. Customerly has a free tier, so you can try it without paying. Freshservice starts at $19/month.
- What is Customerly best used for?
- Customerly is most often used for customer support, lead generation, email marketing, customer feedback. Of those, customer support and lead generation are not what Freshservice is typically brought in for.
- What can Customerly do that Freshservice cannot?
- Customerly covers Live chat, Email marketing, Customer surveys, Help center. Freshservice covers Incident management, Asset management, Change management, Knowledge base. Both handle Automation, Slack, GDPR, Web support.
Answered from the vendors’ own pages
Customerly: Where is Customerly's data stored?
All data is stored exclusively in the EU, providing GDPR compliance and data residency in European servers.
SourceCustomerly: What messaging channels does Customerly support?
Customerly integrates live chat, email, WhatsApp, Facebook Messenger, Instagram DMs, and mobile apps into a single unified inbox for managing customer conversations.
SourceCustomerly: How much of customer support can Customerly automate?
Customerly's AI assistant (Aura) handles up to 60 percent of customer conversations automatically, with the platform designed to handle 71 percent of support volume through automation.
Source