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Customer Support · head to head

Freshworks Customer Service Suite vs HubSpot Live Chat

Freshworks Customer Service Suite logo

Freshworks Customer Service Suite

Customer Support

Unified customer service powered by AI

From
Free
Rated
-
Full reviewWebsite
HubSpot Live Chat logo

HubSpot Live Chat

Live Chat & Chatbots

Live chat integrated with HubSpot CRM platform

From
Free
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Freshworks Customer Service Suite separate products for support, chat, and CRM create context fragmentation between teams; HubSpot Live Chat the Internet Archive's capture of HubSpot's live chat page on 4 January 2022 confirmed live chat is offered free as part of Service Hub, which the page states also has separate premium plans, though no premium figure appeared on the page itself.
  • They diverge on capability: Freshworks Customer Service Suite covers Unified inbox, HubSpot Live Chat covers Live chat messaging.

Where they differ

Only the attributes on which Freshworks Customer Service Suite and HubSpot Live Chat actually diverge.

Attributes where Freshworks Customer Service Suite and HubSpot Live Chat differ
AttributeFreshworks Customer Service SuiteHubSpot Live Chat
Pricing modelUnknownfreemium
PlatformsWeb, Mobile (iOS, Android)Web, Mobile app, IOS, Android
CategoryCustomer SupportLive Chat & Chatbots
Founded20102006

Identical on both: starting price (Free), free tier (Yes), 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 Freshworks Customer Service Suite

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

Only in HubSpot Live Chat

  • Live chat messaging
  • CRM integration
  • Visitor identification
  • Chatbot builder
  • Gmail
  • Outlook
  • Mobile app support
  • IOS support

Both cover

  • Slack
  • Salesforce
  • Web support
  • Android support

What people use each for

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

Freshworks Customer Service Suite

  • Customer support
  • Help desknot HubSpot Live Chat
  • Self-servicenot HubSpot Live Chat

HubSpot Live Chat

  • Customer engagementnot Freshworks Customer Service Suite
  • Lead generationnot Freshworks Customer Service Suite
  • Customer support
  • Sales automationnot Freshworks Customer Service Suite

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.

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

HubSpot Live Chat

  • The Internet Archive's capture of HubSpot's live chat page on 4 January 2022 confirmed live chat is offered free as part of Service Hub, which the page states also has separate premium plans, though no premium figure appeared on the page itself.

Pricing, plan by plan

Freshworks Customer Service Suite

Free

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

HubSpot Live Chat

Free
  • FreeFree
    • Live chat
    • CRM
    • Basic features
  • Starter$50/month
    • Marketing automation
    • Enhanced features
  • Professional$320/month
    • Advanced workflows
    • Custom reporting

Which should you pick?

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

Choose HubSpot Live Chat if

  • You need live chat messaging.
  • You want to start without paying.
  • You work on Web, Mobile app, IOS, Android.
  • You also want crm integration.
HubSpot Live Chat review

Questions people ask

Is Freshworks Customer Service Suite or HubSpot Live Chat better?
Neither clearly leads. Freshworks Customer Service Suite starts at Free and HubSpot Live Chat at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshworks Customer Service Suite or HubSpot Live Chat?
Freshworks Customer Service Suite starts at Free and HubSpot Live Chat at Free.
Does Freshworks Customer Service Suite or HubSpot Live Chat run on more platforms?
Freshworks Customer Service Suite runs on Web, Mobile (iOS, Android). HubSpot Live Chat runs on Web, Mobile app, IOS, Android.
Can I use Freshworks Customer Service Suite for free?
Both have a free tier, so you can try either at no cost before committing.
What is Freshworks Customer Service Suite best used for?
Freshworks Customer Service Suite is most often used for customer support, help desk, self-service. Of those, help desk and self-service are not what HubSpot Live Chat is typically brought in for.
What can Freshworks Customer Service Suite do that HubSpot Live Chat cannot?
Freshworks Customer Service Suite covers Unified inbox, AI-powered chatbot, Ticketing system, Self-service portal. HubSpot Live Chat covers Live chat messaging, CRM integration, Visitor identification, Chatbot builder. Both handle Slack, Salesforce, Web support, Android support.

Answered from the vendors’ own pages

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
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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Related pages

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More on HubSpot Live Chat

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