Freshdesk vs. Kustomer

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Freshdesk
Score 8.6 out of 10
N/A
Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver stellar customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support…
$0
Up to 10 agents per user
Kustomer
Score 8.3 out of 10
N/A
Kustomer is a CRM built on customer service intended to be a one stop shop for support across several platforms, including online chat, phone, email and social media. By using AI automation for self service options and matching customers with agents based on their needs, Kustomer aims to make resolution faster and easier for everyone.
$89
per month per user
Pricing
FreshdeskKustomer
Editions & Modules
Free
$0
Up to 10 agents
Growth
$15
per month per agent
Pro
$49
per month per agent
Enterprise
$69
per month per agent
Enterprise
$89
per month, per user
Ultimate
$139
per month, per user
Offerings
Pricing Offerings
FreshdeskKustomer
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsAll plans require an annual subscription and 8 users minimum.
More Pricing Information
Community Pulse
FreshdeskKustomer
Considered Both Products
Freshdesk
Chose Freshdesk
Kustomer is great, however, is missing the mark when it comes to managing multiple service lines/unique stores under one account. Freshdesk's ability to do exactly this makes them a superior product.
Kustomer
Chose Kustomer
The sales rep did a great job of making us feel heard and instilling trust. We felt that we would be valued as a client instead of just one of thousands, and a small company at that. When we signed they promised and delivered on an additional channel that they hadn't previously …
Top Pros
Top Cons
Features
FreshdeskKustomer
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Freshdesk
8.5
74 Ratings
Kustomer
8.8
16 Ratings
Organize and prioritize service tickets8.970 Ratings8.615 Ratings
Expert directory7.949 Ratings8.314 Ratings
Subscription-based notifications8.43 Ratings8.513 Ratings
ITSM collaboration and documentation7.64 Ratings8.013 Ratings
Ticket creation and submission9.072 Ratings9.616 Ratings
Ticket response9.072 Ratings9.716 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Freshdesk
8.3
66 Ratings
Kustomer
7.7
12 Ratings
External knowledge base8.061 Ratings7.512 Ratings
Internal knowledge base8.661 Ratings7.812 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Freshdesk
8.4
71 Ratings
Kustomer
9.1
16 Ratings
Customer portal8.562 Ratings8.611 Ratings
IVR8.124 Ratings8.310 Ratings
Social integration8.543 Ratings9.413 Ratings
Email support9.071 Ratings9.716 Ratings
Help Desk CRM integration7.946 Ratings9.711 Ratings
User Ratings
FreshdeskKustomer
Likelihood to Recommend
8.5
(142 ratings)
9.0
(37 ratings)
Likelihood to Renew
9.5
(11 ratings)
7.9
(2 ratings)
Usability
8.5
(33 ratings)
9.9
(3 ratings)
Availability
9.2
(3 ratings)
9.1
(2 ratings)
Performance
7.8
(3 ratings)
6.4
(2 ratings)
Support Rating
8.7
(34 ratings)
10.0
(11 ratings)
In-Person Training
8.2
(1 ratings)
7.6
(2 ratings)
Online Training
7.3
(1 ratings)
8.3
(2 ratings)
Implementation Rating
8.8
(72 ratings)
7.9
(2 ratings)
Configurability
9.2
(4 ratings)
7.9
(4 ratings)
Contract Terms and Pricing Model
9.2
(2 ratings)
-
(0 ratings)
Ease of integration
8.2
(2 ratings)
7.2
(4 ratings)
Product Scalability
9.2
(3 ratings)
9.1
(1 ratings)
Vendor post-sale
8.2
(2 ratings)
8.7
(4 ratings)
Vendor pre-sale
7.3
(2 ratings)
9.1
(4 ratings)
User Testimonials
FreshdeskKustomer
Likelihood to Recommend
Freshworks Inc
Good for our small team and keeps us all on the same page. In my experience, clients have an issue with our software and they email us, we're immediately notified and begin executing scenarios depending on the issue. In my opinion, Freshdesk is not great for documenting phone calls where an issue needs to be documented or those emails when multiple issues are sent. Also, it can be troublesome when someone in a thread replies to an email and it creates a new ticket - so involving multiple people is sometimes a concern in Freshdesk.
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Meta Platforms Inc
It works really well for you to ask a teammate to review a case/email/message and provide some input since you can all review the same conversations and client accounts. They can also cover your inbox using your email handle in case you are out of the office suing some well deserved PTO.
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Pros
Freshworks Inc
  • Follow up on all conversations that enter and are easy to use by the employee and save responses ready for use.
  • Find out the average rate of the number of conversations that occur in the company and conduct the analysis.
  • There is a feature it allows one to take a permit in the name of the employee who responds to the conversation and to know the problem faced by the customer and the solution.
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Meta Platforms Inc
  • All customer data (past orders, communication with customer service, rewards account data) is in one place. This helps agents avoid confusion and reduces the number of tabs they need to open.
  • The Knowledge Base (or K Base) is very helpful. Any time we roll out a new policy or have a limited-time promotion, we can add all the relevant information and worksheets there for the convenience of the agents. That way they can stay in a chat while looking up the answer to a question.
  • We can seamlessly move from chat into email if the customer leaves or the queue times are too long. All the interactions will stay on the customer profile page, so they are kept up to date.
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Cons
Freshworks Inc
  • I wish that their development was more present in the community forums. There are questions and feature requests that are left unanswered. I know that all requested features cannot be fulfilled, but I would rather have a "sorry can't do" answer (ideally with a short explanation as to why not) than not knowing if it will ever be developed.
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Meta Platforms Inc
  • Small chat window--maybe the ability to chat in real-time with the person who received your ticket would help.
  • Different teams could have differently colored notes.
  • The notification bell could be a bit bigger. It's hard to keep track sometimes, when a lot of notes pile on.
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Likelihood to Renew
Freshworks Inc
We are extremely happy with Freshdesk and can foresee using it for the next year. We might only consider using a different platform if our average daily ticket volume reaches four digits and its AI isn’t enough to handle our needs by then. While we haven’t tested this yet, we have read reviews that it’s AI capabilities are lacking
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Meta Platforms Inc
I believe at this time, Kustomer is doing a good job. I really love its functionality at the moment.
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Usability
Freshworks Inc
I gave it a rating of 9 out of 10 because they delivered on everything we asked them to do. Easy to setup, easy to deploy to end users, easy to customize, easy to enter tickets and so much more. Our experience with their support is top notch! After opening a ticket for support they call use back within 10 minutes every time!
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Meta Platforms Inc
I give this rating based on my experience daily using this CRM, handling multiple communications at my current job, using its features, and learning how Kustomer can make my job easier every day.
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Reliability and Availability
Freshworks Inc
I have encountered a lot of errors in the Freshdesk, however, they tend to resolve it on priority or at least they will share the timeline by when this can be resolved. Most of the time the issue has been from the other partner's end. They take time to resolve their vendor issues and they don't have any timelines in case of developed app errors.
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Meta Platforms Inc
I gave it a 10 rating because it is very helpful and the availability is there when needed. I have never had issues with application errors or unplanned outages so far.
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Performance
Freshworks Inc
The reports take a lot of time to download if the time period is large. Also, the tickets take their sweet time to open and load. It is not fast as Zendesk. Only 30 tickets are visible in a single go and there isn't any option to select all. If we need to change the pages and dashboards it takes a lot of time to open.
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Meta Platforms Inc
Kustomer Performances need improvement. The pages do load very slowly but that might be because of the information they carry. If Kustomer integrates with other software or systems it does slow the performance. They need to find a solution to this.
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Support Rating
Freshworks Inc
The main thing about Freshdesk user service is that once a request has been made for information about a feature of the platform, the support team responds to tickets quickly, within a day of writing and submitting them, with information that is concise enough so that there is no need to ask for help on the same topic again.
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Meta Platforms Inc
I think that it has been good. I am not the primary one in contact with Kustomer support. I know that we have experienced technical issues at different points, which has been frustrating, but in my experience, each problem has been quickly resolved. Working in a fast-paced environment, even fairly minor outages have a big impact, and this has happened to us a few times since using Kustomer.
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In-Person Training
Freshworks Inc
In-person training is provided to all the agents and it is very easy to learn the basics of the Freshdesk interface. Solving tickets via dashboards, replying to the guest queries in bulk via Freshdesk. The training which is a bit hard is creating the logic according to the ticket flow and intergeration.
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Meta Platforms Inc
Because they are very hands-on in training us and very approachable
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Online Training
Freshworks Inc
This tool is no doubt easy to learn but in-person training is a lot better than online training. It takes time to grasp things in the online training, however, in pandemic we have done all the training online. Apart from a bit more time we haven't faced any issues with online training.
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Meta Platforms Inc
The best training I did was online. Videos teach as well as explain how everything works and what Kustomer's functions are.
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Implementation Rating
Freshworks Inc
It's hard for me to speak in detail about implementation since I don't overlook that part of the business, what I do know, however, is that on the day my business partner said we were getting, we got it, and were using it the very next day. Knowing my business partner like I do, if there were any problems I'd have heard about them, several times, and with increased frustration. His silence tells me all I need to know. Since then, there's been absolutely no problems whatsoever.
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Meta Platforms Inc
Nothing really because it is easy to use. After an hour of using it, we're already getting the hang of it.
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Alternatives Considered
Freshworks Inc
Freshdesk stacks up against Zoho Desk, Zendesk Support Suite, and Freshservice in terms of accurate time tracking, pricing, ease of use, and app integration. Zoho Desk does not support real-time tracking and is not very user-friendly, though it works well with knowledge base CRMs. Zendesk Support Suite is good in time-tracking but not really effective in calculating turnaround times. Freshservice is very technical. Freshdesk is a combination of all three. It is a one-stop shop and is great for its price.
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Meta Platforms Inc
Apps like Intercom, Zendesk, and Gorgios all treat customer inquiries as tickets, just tracking that one issue or interaction with a customer. Kustomer treats each customer as an individual, which allows us to provide top-notch customer service. Customers love that we're able to be more conversational and informal, while still solving their issues quickly. It also helps us build relationships with customers and increases repeat orders.
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Contract Terms and Pricing Model
Freshworks Inc
The pricing we had taken is on yearly basis but the subscription and billing frequency that we have is on monthly basis. I would not want to make any changes to it, it is a seamless process with all the contract terms and we both agreed on it. It should be as per the customer's need.
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Meta Platforms Inc
No answers on this topic
Scalability
Freshworks Inc
The product they have developed is amazing. They have made different products for emails, tickets, chats & calls as well. It is flexible according to multiple departments. The finance team can use it, the Customer support team is using it, we can use it in call centres, emails etc. We can use these tickets internally as well to create child tickets and assign them to different departments for query resolution.
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Meta Platforms Inc
Because customer is flexible and scalable
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Return on Investment
Freshworks Inc
  • Freshdesk has greatly reduced the time we spend assisting our customers by leveraging features such as canned replies and integrated support articles.
  • We've integrated automated alerts for support tickets which allow us to multitask - we focus on other issues and switch to providing support only when needed.
  • Our resolution time and turnaround time have decreased dramatically.
  • We are able to easily keep track of our support performance.
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Meta Platforms Inc
  • We’re getting so much positive feedback — which is not something you traditionally associate with a customer care team — because we’re making it effortless for customers to deliver both positive and negative feedback, and we can now resolve the bad feedback really really quickly.
  • Primarily from our increased efficiency with Kustomer, we’ve seen a significant reduction of $3 to $4 for every cost per contact.
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