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Customer Support · head to head

Hiver vs Kapture CX

Hiver logo

Hiver

Customer Support

Gmail-based help desk

From
Free
Rated
-
Full reviewWebsite
Kapture CX logo

Kapture CX

Customer Support

Indian customer experience platform for high-volume contact centres in travel, BFSI and retail

From
On request
Rated
-
Full reviewWebsite

The short version

  • Only Hiver has a free tier, so it costs nothing to try first.
  • Each has a real cost: Hiver hiver tiers as captured 28 December 2023: Lite at $15/user/month capped at 2 shared inboxes (up to 10 users each), Pro at $39/user/month capped at 5 shared inboxes and 50 shared labels, Elite at $59/user/month, all annual pricing with higher month-to-month rates of $19/$49/$69; Kapture CX nothing is published about price, and with three possible billing models a buyer cannot even estimate cost before entering a sales process.
  • They diverge on capability: Hiver covers Shared inbox, Kapture CX covers Omnichannel ticketing.
  • Prices and features above were last checked on 31 August 2026.

Where they differ

Only the attributes on which Hiver and Kapture CX actually diverge.

Attributes where Hiver and Kapture CX differ
AttributeHiverKapture CX
Starting priceFreeOn request
Pricing modelsubscriptionquote
Free tierYesNo
PlatformsWeb, Chrome-extensionWeb, iOS, Android
Founded2011Unknown

Identical on both: user rating (Not yet rated), category (Customer Support).

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 Hiver

  • Shared inbox
  • Email assignment
  • Collision detection
  • Email notes
  • Templates
  • Gmail
  • Google Workspace
  • Slack

Only in Kapture CX

  • Omnichannel ticketing
  • Vertical configurations
  • AI deflection
  • Agent assist
  • Field service module
  • Knowledge base
  • Multi-currency billing

Both cover

  • Analytics

What people use each for

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

Hiver

  • Shared inbox managementnot Kapture CX
  • Customer support via Gmailnot Kapture CX
  • Team email collaborationnot Kapture CX

Kapture CX

  • An airline or travel operator whose case volume triples during disruption and who does not want to licence peak-season agent seats all yearnot Hiver
  • A bank or insurer needing a support platform configured to regulated case types out of the box rather than built from a blank helpdesknot Hiver
  • A consumer durables brand tying warranty tickets to field engineer dispatch in the same systemnot Hiver
  • An Indian enterprise wanting local implementation support and rupee contracting rather than a US vendor and a dollar invoicenot Hiver

Where each one falls short

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

Hiver

  • Hiver tiers as captured 28 December 2023: Lite at $15/user/month capped at 2 shared inboxes (up to 10 users each), Pro at $39/user/month capped at 5 shared inboxes and 50 shared labels, Elite at $59/user/month, all annual pricing with higher month-to-month rates of $19/$49/$69

Kapture CX

  • Nothing is published about price, and with three possible billing models a buyer cannot even estimate cost before entering a sales process.
  • Interaction-based billing works against you as volume grows and can penalise the very seasonal spikes it is meant to smooth, so the contract needs a cap or a committed volume tier.
  • If AI deflection reduces the interactions you are billed for, the vendor is being paid less for a project succeeding, which is a misalignment worth writing into the agreement.
  • The integration and app ecosystem is much smaller than Zendesk or Freshdesk, so uncommon back-office systems mean custom API work rather than an existing connector.
  • Delivery, support and product knowledge are strongest in Indian business hours, which affects response times for European and American operations running around the clock.

Pricing, plan by plan

Hiver

Free
  • FreeFree
    • 2 users
    • Email management
    • Basic analytics
  • Lite$19/month
    • Unlimited users
    • Email templates
    • Notes & @mentions
  • Pro$49/month
    • CSAT surveys
    • SLA management
    • Custom reports
  • Elite$69/month
    • Round-robin
    • Skill-based routing
    • Okta SSO

Kapture CX

On request
  • Kapture CX$undefined/year
    • Agent-based, interaction-based or hybrid billing
    • Priced by product modules, user count, interaction volume and AI features
    • Annual and multi-year contracts

Which should you pick?

Choose Hiver if

  • You need shared inbox.
  • You want to start without paying.
  • You work on Web, Chrome-extension.
  • You also want email assignment.
Hiver review

Choose Kapture CX if

  • You need omnichannel ticketing.
  • You work on Web, iOS, Android.
  • You also want vertical configurations.
Kapture CX review

Questions people ask

Is Hiver or Kapture CX better?
Neither clearly leads. Hiver starts at Free and Kapture CX at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Hiver or Kapture CX?
Hiver has a free tier; the other does not. Paid plans start at Free for Hiver and On request for Kapture CX.
Does Hiver or Kapture CX run on more platforms?
Hiver runs on Web, Chrome-extension. Kapture CX runs on Web, iOS, Android.
Can I use Hiver for free?
Yes. Hiver has a free tier, so you can try it without paying. Kapture CX starts at On request.
What is Hiver best used for?
Hiver is most often used for shared inbox management, customer support via gmail, team email collaboration. Of those, shared inbox management and customer support via gmail are not what Kapture CX is typically brought in for.
What can Hiver do that Kapture CX cannot?
Hiver covers Shared inbox, Email assignment, Collision detection, Email notes. Kapture CX covers Omnichannel ticketing, Vertical configurations, AI deflection, Agent assist. Both handle Analytics.

Answered from the vendors’ own pages

Kapture CX: How is Kapture CX priced?

Agent-based, interaction-based or a hybrid of the two, quoted per customer by module, volume and AI features. No rates are published.

Kapture CX: Can I be billed by interaction instead of by seat?

Yes, that is one of the stated models and it is the reason seasonal businesses look at Kapture, though it makes budgeting less predictable.

Kapture CX: Does it include field service?

Yes, dispatch and job tracking are part of the platform, which suits warranty and installation work alongside contact centre support.

Kapture CX: Is it a fit for a small support team?

Not really. It is sold as a configured enterprise deployment with an implementation phase, not a self-serve helpdesk you switch on this afternoon.

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