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Freshchat vs Kustomer

Freshchat logo

Freshchat

Live Chat

Modern messaging for customer engagement

From
Free
Free plan
Yes
Full reviewWebsite
Kustomer logo

Kustomer

Customer Support

The future of customer service

From
On request
Free plan
No
Full reviewWebsite

The short version

  • Only Freshchat has a free tier, so it costs nothing to try first.
  • Each has a real cost: Freshchat the free plan covers up to 10 agents and omits social messengers, SMS and reporting; Kustomer pricing not published; requires customised sales assessment and quote for exact costs
  • They diverge on capability: Freshchat covers Live chat, Kustomer covers Unified customer view.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Freshchat and Kustomer actually diverge.

Attributes where Freshchat and Kustomer differ
AttributeFreshchatKustomer
Starting priceFreeOn request
Pricing modelsubscriptionquote
Free tierYesNo
PlatformsWeb, Ios, AndroidWeb, Cloud
CategoryLive ChatCustomer Support
Founded20102015

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 Freshchat

  • Live chat
  • Chatbots
  • Campaigns
  • Apple Business Chat
  • Freshdesk
  • Freshsales
  • Slack
  • Zendesk

Only in Kustomer

  • Unified customer view
  • AI automation
  • Omnichannel
  • Workflow automation
  • Knowledge base
  • Analytics
  • Magento
  • Facebook

Both cover

  • WhatsApp
  • Instagram
  • Shopify
  • SOC2
  • GDPR
  • Web support
  • Ios support
  • Android support

What people use each for

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

Freshchat

  • Live chat on a website or in an appnot Kustomer
  • Shared inbox across chat, email and social messengersnot Kustomer
  • Chatbot deflection before a conversation reaches an agentnot Kustomer
  • Routing conversations by skill or language on the higher tiersnot Kustomer

Kustomer

  • Large B2C and B2B organisations managing 600+ customer support interactions across omnichannel platformsnot Freshchat
  • Retail, financial services, travel and hospitality sectors requiring integrated AI-powered supportnot Freshchat
  • Enterprises seeking customer 360 views and advanced workflow automationnot Freshchat

Where each one falls short

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

Freshchat

  • The free plan covers up to 10 agents and omits social messengers, SMS and reporting
  • Reporting and social channels need Growth at $19 per agent per month billed annually
  • Intelligent routing, multilingual support and custom dashboards require Pro at $49 per agent per month
  • Skill-based routing, audit logs and IP whitelisting are Enterprise only at $79 per agent per month
  • Freddy AI is charged on top of the seat price, at $49 per 100 agent sessions and $29 per agent per month for Copilot

Kustomer

  • Pricing not published; requires customised sales assessment and quote for exact costs
  • Voice (call), SMS, and WhatsApp support operate on separate pay-as-you-go pricing models
  • Customisation-based pricing structure means no transparent cost comparison with competitors

Pricing, plan by plan

Freshchat

Free
  • FreeFree
    • Up to 10 agents
    • Chat widget for web and mobile
    • Shared inbox
  • Growth$19/month
    • Per agent, billed annually
    • Social media messengers, SMS/text messaging
    • Reporting and analytics
  • Pro$49/month
    • Per agent, billed annually (marked Most Popular)
    • Multilingual conversations
    • Custom dashboards, intelligent routing
  • Enterprise$79/month
    • Per agent, billed annually
    • Skill-based routing, audit logs
    • JWT authentication, IP whitelisting

Kustomer

On request

No published plan breakdown. See the Kustomer review.

Which should you pick?

Choose Freshchat if

  • You need live chat.
  • You want to start without paying.
  • You work on Web, Ios, Android.
  • You also want chatbots.
Freshchat review

Choose Kustomer if

  • You need unified customer view.
  • You work on Web, Cloud.
  • You also want ai automation.
Kustomer review

Questions people ask

Is Freshchat or Kustomer better?
Neither clearly leads. Freshchat starts at Free and Kustomer at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshchat or Kustomer?
Freshchat has a free tier; the other does not. Paid plans start at Free for Freshchat and On request for Kustomer.
Does Freshchat or Kustomer run on more platforms?
Freshchat runs on Web, Ios, Android. Kustomer runs on Web, Cloud.
Can I use Freshchat for free?
Yes. Freshchat has a free tier, so you can try it without paying. Kustomer starts at On request.
What is Freshchat best used for?
Freshchat is most often used for live chat on a website or in an app, shared inbox across chat, email and social messengers, chatbot deflection before a conversation reaches an agent, routing conversations by skill or language on the higher tiers. Of those, live chat on a website or in an app and shared inbox across chat, email and social messengers are not what Kustomer is typically brought in for.
What can Freshchat do that Kustomer cannot?
Freshchat covers Live chat, Chatbots, Campaigns, Apple Business Chat. Kustomer covers Unified customer view, AI automation, Omnichannel, Workflow automation. Both handle WhatsApp, Instagram, Shopify, SOC2.

Answered from the vendors’ own pages

Freshchat: What is the cost of Freshchat's Growth plan?

Growth plan costs $19 per agent per month when billed annually. It includes social media messengers, SMS/text messaging, and reporting. AI agent features are available as an add-on at $49 per 100 sessions.

Source
Kustomer: How much does Kustomer cost?

Kustomer uses a custom, quote-based pricing model and does not publish standard rates. Every CX team setup is different, so pricing varies based on company size, number of support agents, and monthly conversation volume.

Source
Freshchat: Does Freshchat offer a free trial?

Yes. Freshchat provides a 14-day free trial with full Enterprise plan access. After trial expiration, the Free plan supports up to 10 agents at $0/month, with no cancellation fees.

Source
Kustomer: How do I get a Kustomer pricing quote?

Complete a 2-minute ROI calculator assessment that gathers information about your industry, company size, agent count, and monthly conversation volume. Results provide directional pricing estimates before sales connects with you.

Source
Freshchat: How much does Freshchat's Pro plan cost?

The Pro plan (marked Most Popular) costs $49 per agent per month when billed annually. It includes multilingual conversations, custom dashboards, intelligent routing, and multiple SLA policies. AI Copilot is available as an add-on at $29/agent/month.

Source
Kustomer: Are there add-on costs for Kustomer features?

Yes, add-on services include HIPAA Enabled Subscription, implementation services, Voice, SMS, and WhatsApp support on a pay-as-you-go model.

Source
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