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Customer Support · head to head

Customerly vs Freshworks Customer Service Suite

Customerly logo

Customerly

Customer Support

Customer service suite with live chat and automation

From
Free
Rated
-
Full reviewWebsite
Freshworks Customer Service Suite logo

Freshworks Customer Service Suite

Customer Support

Unified customer service powered by AI

From
Free
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Customerly usage-based pricing of 0.50 EUR per conversation can become expensive at scale; Freshworks Customer Service Suite separate products for support, chat, and CRM create context fragmentation between teams
  • They diverge on capability: Customerly covers Live chat, Freshworks Customer Service Suite covers Unified inbox.

Where they differ

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

Attributes where Customerly and Freshworks Customer Service Suite differ
AttributeCustomerlyFreshworks Customer Service Suite
Pricing modelsubscriptionUnknown
PlatformsWeb, Ios, AndroidWeb, Mobile (iOS, Android)
Founded20152010

Identical on both: starting price (Free), free tier (Yes), 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
  • Segment
  • SSL

Only in Freshworks Customer Service Suite

  • Unified inbox
  • AI-powered chatbot
  • Ticketing system
  • Self-service portal
  • Analytics
  • Microsoft Teams
  • Salesforce
  • SOC2

Both cover

  • Automation
  • Slack
  • Shopify
  • Zapier
  • 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 support
  • Lead generationnot Freshworks Customer Service Suite
  • Email marketingnot Freshworks Customer Service Suite
  • Customer feedbacknot Freshworks Customer Service Suite

Freshworks Customer Service Suite

  • Customer support
  • Help desknot Customerly
  • Self-servicenot Customerly

Both are used for customer support, on those jobs the choice comes down to price and fit rather than capability.

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

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

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

Freshworks Customer Service Suite

Free

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

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 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 Customerly or Freshworks Customer Service Suite better?
Neither clearly leads. Customerly starts at Free 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, Customerly or Freshworks Customer Service Suite?
Customerly starts at Free and Freshworks Customer Service Suite at Free.
Does Customerly or Freshworks Customer Service Suite run on more platforms?
Customerly runs on Web, Ios, Android. Freshworks Customer Service Suite runs on Web, Mobile (iOS, Android).
Can I use Customerly for free?
Both have a free tier, so you can try either at no cost before committing.
What is Customerly best used for?
Customerly is most often used for customer support, lead generation, email marketing, customer feedback. Of those, lead generation and email marketing are not what Freshworks Customer Service Suite is typically brought in for.
What can Customerly do that Freshworks Customer Service Suite cannot?
Customerly covers Live chat, Email marketing, Customer surveys, Help center. Freshworks Customer Service Suite covers Unified inbox, AI-powered chatbot, Ticketing system, Self-service portal. Both handle Automation, Slack, Shopify, Zapier.

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
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
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
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
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
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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Related pages

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