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Telecommunications · head to head

Dialpad vs Freshworks Customer Service Suite

Dialpad logo

Dialpad

Telecommunications

Cloud phone and voice communications

From
On request
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

  • Only Freshworks Customer Service Suite has a free tier, so it costs nothing to try first.
  • Each has a real cost: Dialpad pricing details not publicly disclosed; requires contacting sales; Freshworks Customer Service Suite separate products for support, chat, and CRM create context fragmentation between teams
  • They diverge on capability: Dialpad covers Voice calls, 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 Dialpad and Freshworks Customer Service Suite actually diverge.

Attributes where Dialpad and Freshworks Customer Service Suite differ
AttributeDialpadFreshworks Customer Service Suite
Starting priceOn requestFree
Free tierNoYes
PlatformsWeb, MobileWeb, Mobile (iOS, Android)
CategoryTelecommunicationsCustomer Support
Founded20132010

Identical on both: pricing model (Unknown), 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 Dialpad

  • Voice calls
  • Video meeting
  • Chat
  • Call recording
  • HubSpot
  • Microsoft 365
  • Mobile iOS support
  • Mobile Android support

Only in Freshworks Customer Service Suite

  • Unified inbox
  • AI-powered chatbot
  • Ticketing system
  • Self-service portal
  • Automation
  • Microsoft Teams
  • Shopify
  • SOC2

Both cover

  • Analytics
  • Slack
  • Salesforce
  • Zapier
  • Web support

What people use each for

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

Dialpad

  • Customer service with AI voice and chat agentsnot Freshworks Customer Service Suite
  • Autonomous contact centre operations with handoff to humansnot Freshworks Customer Service Suite
  • Multi-channel communication (voice, chat, SMS, email)not Freshworks Customer Service Suite
  • HIPAA-compliant healthcare communicationnot Freshworks Customer Service Suite

Freshworks Customer Service Suite

  • Customer supportnot Dialpad
  • Help desknot Dialpad
  • Self-servicenot Dialpad

Where each one falls short

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

Dialpad

  • Pricing details not publicly disclosed; requires contacting sales
  • AI Agent pricing uses credit-based model with pay-per-value structure
  • Specific pricing tiers and feature comparisons not available on public website

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

Dialpad

On request

No published plan breakdown. See the Dialpad review.

Freshworks Customer Service Suite

Free

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

Which should you pick?

Choose Dialpad if

  • You need voice calls.
  • You work on Web, Mobile.
  • You also want video meeting.
Dialpad 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 Dialpad or Freshworks Customer Service Suite better?
Neither clearly leads. Dialpad starts at On request 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, Dialpad or Freshworks Customer Service Suite?
Freshworks Customer Service Suite has a free tier; the other does not. Paid plans start at On request for Dialpad and Free for Freshworks Customer Service Suite.
Does Dialpad or Freshworks Customer Service Suite run on more platforms?
Dialpad runs on Web, Mobile. 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. Dialpad starts at On request.
What is Dialpad best used for?
Dialpad is most often used for customer service with ai voice and chat agents, autonomous contact centre operations with handoff to humans, multi-channel communication (voice, chat, sms, email), hipaa-compliant healthcare communication. Of those, customer service with ai voice and chat agents and autonomous contact centre operations with handoff to humans are not what Freshworks Customer Service Suite is typically brought in for.
What can Dialpad do that Freshworks Customer Service Suite cannot?
Dialpad covers Voice calls, Video meeting, Chat, Call recording. Freshworks Customer Service Suite covers Unified inbox, AI-powered chatbot, Ticketing system, Self-service portal. Both handle Analytics, Slack, Salesforce, Zapier.

Answered from the vendors’ own pages

Dialpad: How much does Dialpad cost?

Dialpad uses conversation-based pricing where customers purchase a pool of AI Agent Credits. Billing occurs only when AI delivers value by retrieving information or executing actions. Exact pricing is not published online and requires contacting sales.

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
Dialpad: What is Dialpad's AI Agent pricing model?

Dialpad AI Agents are priced per conversation using a credit system. Credits are used only when the AI retrieves information or executes actions like scheduling, routing, or order lookup.

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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