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Customer Support · head to head

Freshworks Customer Service Suite vs Lattice

Freshworks Customer Service Suite logo

Freshworks Customer Service Suite

Customer Support

Unified customer service powered by AI

From
Free
Rated
-
Full reviewWebsite
Lattice logo

Lattice

HR & Recruiting

People management platform for growing companies

From
$11/month
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: Freshworks Customer Service Suite separate products for support, chat, and CRM create context fragmentation between teams; Lattice a $4,000 minimum annual agreement applies, so the per seat prices only describe the cost above that floor
  • They diverge on capability: Freshworks Customer Service Suite covers Unified inbox, Lattice covers Performance reviews.

Where they differ

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

Attributes where Freshworks Customer Service Suite and Lattice differ
AttributeFreshworks Customer Service SuiteLattice
Starting priceFree$11/month
Pricing modelUnknownsubscription
Free tierYesNo
PlatformsWeb, Mobile (iOS, Android)Web, Ios, Android, Api
CategoryCustomer SupportHR & Recruiting
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 Freshworks Customer Service Suite

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

Only in Lattice

  • Performance reviews
  • OKRs & goal tracking
  • Employee engagement surveys
  • 1-on-1 meetings
  • Continuous feedback
  • Compensation management
  • Career development
  • People analytics

Both cover

  • Slack
  • Microsoft Teams
  • GDPR

What people use each for

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

Freshworks Customer Service Suite

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

Lattice

  • Running performance reviews, goals and engagement surveysnot Freshworks Customer Service Suite
  • Managing compensation cycles and career development frameworksnot Freshworks Customer Service Suite

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

Lattice

  • A $4,000 minimum annual agreement applies, so the per seat prices only describe the cost above that floor
  • Billing is annual only
  • The platform is sold as three separate base products at $10, $8 and $4 per seat per month, so a full deployment stacks rather than being one price
  • Compensation and Grow are further add ons at $6 and $4 per seat per month on top

Pricing, plan by plan

Freshworks Customer Service Suite

Free

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

Lattice

$11/month
  • Performance Management$11/month
    • Performance reviews
    • Goals & OKRs
    • 1-on-1s
  • Performance + Engagement$15/month
    • Everything in Performance
    • Engagement surveys
    • Pulse surveys
  • Enterprise$undefined/month
    • All features
    • Advanced analytics
    • Custom integrations

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 Lattice if

  • You need performance reviews.
  • You work on Web, Ios, Android, Api.
  • You also want okrs & goal tracking.
Lattice review

Questions people ask

Is Freshworks Customer Service Suite or Lattice better?
Neither clearly leads. Freshworks Customer Service Suite starts at Free and Lattice at $11/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshworks Customer Service Suite or Lattice?
Freshworks Customer Service Suite has a free tier; the other does not. Paid plans start at Free for Freshworks Customer Service Suite and $11/month for Lattice.
Does Freshworks Customer Service Suite or Lattice run on more platforms?
Freshworks Customer Service Suite runs on Web, Mobile (iOS, Android). Lattice runs on Web, Ios, Android, Api.
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. Lattice starts at $11/month.
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, customer support and help desk are not what Lattice is typically brought in for.
What can Freshworks Customer Service Suite do that Lattice cannot?
Freshworks Customer Service Suite covers Unified inbox, AI-powered chatbot, Ticketing system, Self-service portal. Lattice covers Performance reviews, OKRs & goal tracking, Employee engagement surveys, 1-on-1 meetings. Both handle Slack, Microsoft Teams, GDPR.

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

More on Freshworks Customer Service Suite

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