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Customer Support · head to head

Customerly vs Freshservice

Customerly logo

Customerly

Customer Support

Customer service suite with live chat and automation

From
Free
Rated
-
Full reviewWebsite
Freshservice logo

Freshservice

Customer Support

Modern IT service management

From
$19/month
Rated
-
Full reviewWebsite

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.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Customerly and Freshservice actually diverge.

Attributes where Customerly and Freshservice differ
AttributeCustomerlyFreshservice
Starting priceFree$19/month
Free tierYesNo
Founded20152010

Identical on both: pricing model (subscription), platforms (Web, Ios, Android), user rating (Not yet rated), category (Customer Support).

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.
Customerly review

Choose Freshservice if

  • You need incident management.
  • You work on Web, Ios, Android.
  • You also want asset management.
Freshservice review

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.

Source
Freshservice: How much does Freshservice cost?

Freshservice is priced per agent per month on annual billing: Starter at $19, Growth at $49 and Pro at $99. Enterprise is quoted by sales. Freshworks states annual billing is 20% cheaper than monthly.

Source
Customerly: 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.

Source
Freshservice: Does Freshservice have a free trial?

Yes. Freshworks states you get free unrestricted access to all features available in Freshservice for 14 days after sign up, plus 3 free Day Passes for occasional agents.

Source
Customerly: 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
Freshservice: Which Freshservice plan includes change management?

Problem management, change management, major incident management and release management all start on the Pro plan at $99 per agent per month. The Growth plan at $49 covers service catalog, SLA and on-call management.

Source
Freshservice: How much does Freddy AI cost on Freshservice?

Freddy AI Copilot is an optional add-on at $29 per agent per month on the Pro plan. The Freddy AI Agent in its Classic form is included on the Enterprise plan.

Source
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