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Customer Support · head to head

Freshworks Customer Service Suite vs Yellow.ai

Freshworks Customer Service Suite logo

Freshworks Customer Service Suite

Customer Support

Unified customer service powered by AI

From
Free
Rated
-
Full reviewWebsite
Yellow.ai logo

Yellow.ai

Live Chat

Enterprise AI platform for customer experience

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; Yellow.ai free plan caps chat sessions at 500 per month, then charges $0.99 per additional resolution
  • They diverge on capability: Freshworks Customer Service Suite covers Unified inbox, Yellow.ai covers AI chatbots.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

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

Attributes where Freshworks Customer Service Suite and Yellow.ai differ
AttributeFreshworks Customer Service SuiteYellow.ai
Starting priceFreeOn request
Pricing modelUnknownsubscription
Free tierYesNo
PlatformsWeb, Mobile (iOS, Android)Web, Mobile, Messaging apps, Voice assistants
CategoryCustomer SupportLive Chat
Founded20102016

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
  • Microsoft Teams
  • Shopify

Only in Yellow.ai

  • AI chatbots
  • NLU capabilities
  • Multi-channel support
  • Analytics dashboard
  • Zendesk
  • HubSpot
  • Mobile support
  • Messaging apps support

Both cover

  • Slack
  • Salesforce
  • Web support

What people use each for

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

Freshworks Customer Service Suite

  • Customer supportnot Yellow.ai
  • Help desknot Yellow.ai
  • Self-servicenot Yellow.ai

Yellow.ai

  • Businesses wanting to trial an AI chat agent before committing to per-resolution or enterprise billingnot 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

Yellow.ai

  • Free plan caps chat sessions at 500 per month, then charges $0.99 per additional resolution
  • Enterprise plan pricing is not published and requires contacting sales for a custom quote
  • Basic plan pricing is not disclosed on the pricing page either, only feature details

Pricing, plan by plan

Freshworks Customer Service Suite

Free

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

Yellow.ai

On request
  • Starter$150/month
    • AI chatbot
    • 1 integration
  • Professional$400/month
    • Multi-channel
    • Advanced analytics
  • Enterprise$undefined/month
    • Custom solutions
    • Dedicated team

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 Yellow.ai if

  • You need ai chatbots.
  • You work on Web, Mobile, Messaging apps, Voice assistants.
  • You also want nlu capabilities.
Yellow.ai review

Questions people ask

Is Freshworks Customer Service Suite or Yellow.ai better?
Neither clearly leads. Freshworks Customer Service Suite starts at Free and Yellow.ai 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 Yellow.ai?
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 Yellow.ai.
Does Freshworks Customer Service Suite or Yellow.ai run on more platforms?
Freshworks Customer Service Suite runs on Web, Mobile (iOS, Android). Yellow.ai runs on Web, Mobile, Messaging apps, Voice assistants.
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. Yellow.ai 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 Yellow.ai is typically brought in for.
What can Freshworks Customer Service Suite do that Yellow.ai cannot?
Freshworks Customer Service Suite covers Unified inbox, AI-powered chatbot, Ticketing system, Self-service portal. Yellow.ai covers AI chatbots, NLU capabilities, Multi-channel support, Analytics dashboard. Both handle Slack, Salesforce, Web 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
Yellow.ai: What does Yellow.ai's free tier include?

The free plan includes 1 AI agent, 500 monthly chat sessions with overage at $0.99 per additional resolution, and limited features.

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
Yellow.ai: What compliance certifications does the Enterprise plan provide?

The Enterprise tier includes SOC2, GDPR, and ISO compliance standards, ensuring enterprise-grade security and data handling.

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
Yellow.ai: How many agents and channels can I deploy with Yellow.ai's paid plans?

The Basic plan allows expandable agents and channels with 1,000 user records, while the Enterprise plan offers unlimited agents, sessions, and access to 35+ channels.

Source
Yellow.ai: How do I find out Enterprise pricing for Yellow.ai?

The Enterprise plan pricing is not listed publicly and requires contacting the sales team for a custom quote.

Source
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