Softwr

Customer Support · head to head

Freshworks Customer Service Suite vs Microsoft Dynamics 365 Chat

Freshworks Customer Service Suite logo

Freshworks Customer Service Suite

Customer Support

Unified customer service powered by AI

From
Free
Rated
-
Full reviewWebsite
Microsoft Dynamics 365 Chat logo

Microsoft Dynamics 365 Chat

Live Chat

Omnichannel chat solution integrated with Microsoft ecosystem

From
On request
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; Microsoft Dynamics 365 Chat specific pricing not disclosed on product page
  • They diverge on capability: Freshworks Customer Service Suite covers Unified inbox, Microsoft Dynamics 365 Chat covers Omnichannel messaging.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Freshworks Customer Service Suite and Microsoft Dynamics 365 Chat actually diverge.

Attributes where Freshworks Customer Service Suite and Microsoft Dynamics 365 Chat differ
AttributeFreshworks Customer Service SuiteMicrosoft Dynamics 365 Chat
Starting priceFreeOn request
Pricing modelUnknownsubscription
Free tierYesNo
PlatformsWeb, Mobile (iOS, Android)Web, Mobile app, IOS, Android
CategoryCustomer SupportLive Chat
Founded20101975

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
  • Slack
  • Microsoft Teams

Only in Microsoft Dynamics 365 Chat

  • Omnichannel messaging
  • Live chat
  • Email support
  • Social media integration
  • Outlook
  • Teams
  • 365
  • Power BI

Both cover

  • 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 supportnot Microsoft Dynamics 365 Chat
  • Help desknot Microsoft Dynamics 365 Chat
  • Self-servicenot Microsoft Dynamics 365 Chat

Microsoft Dynamics 365 Chat

  • Customer service omnichannel communicationnot Freshworks Customer Service Suite
  • Multi-channel customer engagementnot Freshworks Customer Service Suite
  • AI-powered customer conversationsnot Freshworks Customer Service Suite
  • Enterprise customer service automationnot 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

Microsoft Dynamics 365 Chat

  • Specific pricing not disclosed on product page
  • Directs users to separate pricing overview page for details
  • Requires contacting sales for custom quotes and pricing

Pricing, plan by plan

Freshworks Customer Service Suite

Free

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

Microsoft Dynamics 365 Chat

On request
  • Customer Service Professional$100/month
    • Basic chat
    • Ticketing
  • Customer Service Enterprise$200/month
    • Advanced omnichannel
    • AI integration
  • Premium$undefined/month
    • Custom solutions
    • Dedicated support

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 Microsoft Dynamics 365 Chat if

  • You need omnichannel messaging.
  • You work on Web, Mobile app, IOS, Android.
  • You also want live chat.
Microsoft Dynamics 365 Chat review

Questions people ask

Is Freshworks Customer Service Suite or Microsoft Dynamics 365 Chat better?
Neither clearly leads. Freshworks Customer Service Suite starts at Free and Microsoft Dynamics 365 Chat at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshworks Customer Service Suite or Microsoft Dynamics 365 Chat?
Freshworks Customer Service Suite has a free tier; the other does not. Paid plans start at Free for Freshworks Customer Service Suite and On request for Microsoft Dynamics 365 Chat.
Does Freshworks Customer Service Suite or Microsoft Dynamics 365 Chat run on more platforms?
Freshworks Customer Service Suite runs on Web, Mobile (iOS, Android). Microsoft Dynamics 365 Chat runs on Web, Mobile app, 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. Microsoft Dynamics 365 Chat starts at On request.
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 Microsoft Dynamics 365 Chat is typically brought in for.
What can Freshworks Customer Service Suite do that Microsoft Dynamics 365 Chat cannot?
Freshworks Customer Service Suite covers Unified inbox, AI-powered chatbot, Ticketing system, Self-service portal. Microsoft Dynamics 365 Chat covers Omnichannel messaging, Live chat, Email support, Social media integration. Both handle 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
Microsoft Dynamics 365 Chat: How much does Microsoft Dynamics 365 Chat cost?

Specific pricing for Dynamics 365 Chat is not published on the product page. Pricing information is available on Microsoft's separate Dynamics 365 pricing overview page, with custom quotes available through sales contact.

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
Microsoft Dynamics 365 Chat: Is there a free trial for Dynamics 365 Chat?

Microsoft Dynamics 365 offers free trials that users can request directly from the product page. Exact trial duration and terms are determined during the trial request process.

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
Microsoft Dynamics 365 Chat: Can I compare Dynamics 365 Chat plans and pricing?

Microsoft provides plan and pricing comparison on their dedicated pricing overview page. Users should visit the Dynamics 365 pricing section to see available plans, features, and pricing tiers before contacting sales.

Source
Share

Related pages

More on Freshworks Customer Service Suite

More on Microsoft Dynamics 365 Chat

Keep looking

Other head to heads