# FreshChat, Kustomer vs Drift Comparison

| | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.4 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 497 | 555 | 1,256 | 
| **Largest Market Segment** | Small-Business (57.9% of reviews) | Mid-Market (66.0% of reviews) | Mid-Market (51.7% of reviews) | 
| **Entry Level Price** | $0.00 | Contact Us | Starting at $2,500.00 Per Month | 

---
## Top Pros & Cons

### FreshChat

Pros:
- Ease of Use (14 reviews)
- Helpful (10 reviews)

Cons:
- AI Limitations (5 reviews)
- Chatbot Issues (5 reviews)

### Kustomer

Pros:
- Ease of Use (56 reviews)
- Features (42 reviews)

Cons:
- Slow Performance (21 reviews)
- Slow Loading (17 reviews)

### Drift

Pros:
- Ease of Use (53 reviews)
- Helpful (47 reviews)

Cons:
- Chat Management (10 reviews)
- Learning Curve (9 reviews)

---
## Ratings Comparison
| Rating | FreshChat | Kustomer | Drift | 
|---|---|---|---|
  | **Meets Requirements** | 8.7 (402 reviews) | 8.9 (408 reviews) | 8.7 (1019 reviews) | 
  | **Ease of Use** | 9.1 (404 reviews) | 8.8 (423 reviews) | 8.7 (1032 reviews) | 
  | **Ease of Setup** | 8.8 (258 reviews) | 8.7 (233 reviews) | 8.4 (508 reviews) | 
  | **Ease of Admin** | 9.0 (245 reviews) | 8.2 (154 reviews) | 8.5 (473 reviews) | 
  | **Quality of Support** | 8.8 (396 reviews) | 9.0 (389 reviews) | 8.8 (940 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.8 (241 reviews) | 8.8 (150 reviews) | 8.9 (472 reviews) | 
  | **Product Direction (% positive)** | 9.0 (403 reviews) | 8.8 (394 reviews) | 8.9 (997 reviews) | 

---
## Pricing

### FreshChat

#### Entry-Level Pricing

Plan: Free

Price: $0.00

Key Features:
- Chatbot builder
- Chatbot analytics
- Inbox Views

[Browse all 4 editions](https://www.g2.com/products/freshworks-freshchat/pricing)

#### Free Trial

Yes

### Kustomer

#### Entry-Level Pricing

Plan: Kustomer Pricing 

Price: Contact Us

Key Features:
- Kustomer AI 

[Learn more about Kustomer](https://www.g2.com/products/kustomer/reviews)

#### Free Trial

Yes

### Drift

#### Entry-Level Pricing

Plan: Premium

Price: Starting at $2,500.00 Per Month

Description: For small businesses. The right amount of conversational firepower to keep your business growing.

Key Features:
- * Everything in Free, plus:
- Live Chat
- Meetings

[Browse all 3 editions](https://www.g2.com/products/drift/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **FreshChat** | N/A | N/A |
| **Kustomer** | 8.7/10 | 294 |
| **Drift** | N/A | N/A |

#### Ticket and Case Management

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Ticket creation user experience** | Not enough data | 9.2 (185 reviews) ✓ Verified | Not enough data | 
| **Ticket response user experience** | Not enough data | 9.1 (193 reviews) ✓ Verified | Not enough data | 
| **Workflow** | Not enough data | 8.9 (196 reviews) ✓ Verified | Not enough data | 
| **Response Automation** | Not enough data | 8.9 (188 reviews) ✓ Verified | Not enough data | 
| **SLA Management** | Not enough data | 8.9 (165 reviews) ✓ Verified | Not enough data | 
| **Attachments/Screencasts** | Not enough data | 8.9 (182 reviews) ✓ Verified | Not enough data | 
| **Ticket Collaboration** | Not enough data | 9.2 (183 reviews) ✓ Verified | Not enough data | 
| **Customer and Contacts Database** | Not enough data | 9.2 (186 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | 7.9 (52 reviews) | Not enough data | 
| **AI Text Summarization** | Not enough data | 8.4 (51 reviews) | Not enough data | 

#### Agentic AI - Help Desk

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.8 (43 reviews) | Not enough data | 
| **Natural Language Interaction** | Not enough data | 7.9 (43 reviews) | Not enough data | 
| **Proactive Assistance** | Not enough data | 8.1 (43 reviews) | Not enough data | 

#### Communication Channels

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Customer Portal** | Not enough data | 8.9 (166 reviews) ✓ Verified | Not enough data | 
| **Email to Case** | Not enough data | 9.2 (195 reviews) ✓ Verified | Not enough data | 
| **Chat/Live Support** | Not enough data | 9.1 (167 reviews) ✓ Verified | Not enough data | 
| **Social Integration** | Not enough data | 8.4 (165 reviews) ✓ Verified | Not enough data | 
| **Voice** | Not enough data | 8.7 (154 reviews) | Not enough data | 

#### Platform

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Mobile User Support** | Not enough data | 8.0 (83 reviews) | Not enough data | 
| **Customization ** | 8.5 (273 reviews) ✓ Verified | 8.8 (173 reviews) ✓ Verified | 8.4 (461 reviews) ✓ Verified | 
| **User, Role, and Access Management** | Not enough data | 9.2 (124 reviews) ✓ Verified | Not enough data | 
| **Integration** | Not enough data | 9.0 (128 reviews) ✓ Verified | Not enough data | 
| **Reporting** | Not enough data | 8.4 (163 reviews) ✓ Verified | Not enough data | 
| **Dashboards** | Not enough data | 8.5 (158 reviews) ✓ Verified | Not enough data | 

### Conversational Marketing

| Product | Score | Reviews |
|---|---|---|
| **FreshChat** | 8.9/10 | 52 |
| **Kustomer** | N/A | N/A |
| **Drift** | 8.3/10 | 326 |

#### Messenger

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Sequencing** | 8.9 (43 reviews) ✓ Verified | Not enough data | 8.5 (204 reviews) ✓ Verified | 
| **AI** | 8.4 (45 reviews) ✓ Verified | Not enough data | 8.2 (201 reviews) ✓ Verified | 
| **Live Chat** | 9.4 (48 reviews) ✓ Verified | Not enough data | 9.1 (273 reviews) ✓ Verified | 
| **Customization Interface** | 9.1 (48 reviews) ✓ Verified | Not enough data | 8.5 (250 reviews) ✓ Verified | 

#### Channels

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Social Media** | 8.7 (38 reviews) ✓ Verified | Not enough data | 7.9 (116 reviews) ✓ Verified | 
| **Website** | 9.0 (45 reviews) ✓ Verified | Not enough data | 8.9 (250 reviews) ✓ Verified | 
| **Text Message (SMS)** | 8.8 (32 reviews) | Not enough data | 7.7 (91 reviews) ✓ Verified | 
| **Voice Assistants** | 9.0 (32 reviews) ✓ Verified | Not enough data | 7.6 (81 reviews) ✓ Verified | 
| **Other** | 8.9 (37 reviews) ✓ Verified | Not enough data | 7.8 (90 reviews) ✓ Verified | 

#### Customers

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Targeting** | 9.0 (41 reviews) ✓ Verified | Not enough data | 8.6 (225 reviews) ✓ Verified | 
| **Profiles** | 8.8 (43 reviews) ✓ Verified | Not enough data | 8.4 (202 reviews) ✓ Verified | 
| **Analytics** | 8.6 (44 reviews) ✓ Verified | Not enough data | 8.1 (241 reviews) ✓ Verified | 
| **Lead Gathering** | 8.9 (38 reviews) ✓ Verified | Not enough data | 8.7 (242 reviews) ✓ Verified | 
| **Sales Conversion** | 8.9 (38 reviews) ✓ Verified | Not enough data | 8.5 (246 reviews) ✓ Verified | 

#### Agentic AI - Conversational Marketing

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | Not enough data | 

### AI Sales Assistant

| Product | Score | Reviews |
|---|---|---|
| **FreshChat** | N/A | N/A |
| **Kustomer** | N/A | N/A |
| **Drift** | 8.0/10 | 358 |

#### Lead Facilitation

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Customer-facing Chatbot** | Not enough data | Not enough data | 8.9 (315 reviews) ✓ Verified | 
| **Lead Qualification** | Not enough data | Not enough data | 8.2 (309 reviews) ✓ Verified | 
| **Lead Follow-up** | Not enough data | Not enough data | 8.2 (288 reviews) ✓ Verified | 
| **Meeting Scheduling ** | Not enough data | Not enough data | 8.7 (305 reviews) ✓ Verified | 

#### Organization

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Opportunity and Pipeline Management ** | Not enough data | Not enough data | 8.0 (265 reviews) ✓ Verified | 
| **Data Entry** | Not enough data | Not enough data | 8.0 (269 reviews) ✓ Verified | 
| **Integrations / APIs** | Not enough data | Not enough data | 8.3 (278 reviews) ✓ Verified | 

#### Performance Analysis

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Coaching ** | Not enough data | Not enough data | 7.8 (241 reviews) ✓ Verified | 
| **Peformance Tracking** | Not enough data | Not enough data | 8.0 (261 reviews) ✓ Verified | 

#### Sales Analysis

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **ROI Forecasting ** | Not enough data | Not enough data | 7.5 (215 reviews) ✓ Verified | 
| **Sales Forecasting ** | Not enough data | Not enough data | 7.7 (221 reviews) ✓ Verified | 

#### Generative AI

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 7.5 (87 reviews) | 
| **AI Text Summarization** | Not enough data | Not enough data | 7.6 (85 reviews) | 

#### Agentic AI - AI Sales Assistant

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | Not enough data | 

### AI Agents For Business Operations

| Product | Score | Reviews |
|---|---|---|
| **FreshChat** | N/A | N/A |
| **Kustomer** | N/A | N/A |
| **Drift** | N/A | N/A |

#### Responses

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Personalization** | Not enough data | Not enough data | Not enough data | 
| **Route To Human** | Not enough data | Not enough data | Not enough data | 
| **Natural Language Understanding (NLU)** | Not enough data | Not enough data | Not enough data | 

#### Automation - AI Agents

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Sales Follow-Up** | Not enough data | Not enough data | Not enough data | 
| **Customer Interaction Automation** | Not enough data | Not enough data | Not enough data | 
| **Lead Generation** | Not enough data | Not enough data | Not enough data | 
| **Document Processing** | Not enough data | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | Not enough data | 

#### Platform

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Conversation Editor** | Not enough data | Not enough data | Not enough data | 
| **Integration** | Not enough data | Not enough data | Not enough data | 
| **Human-In-The-Loop** | Not enough data | Not enough data | Not enough data | 

#### Autonomy -  AI Agents

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Independent Decision Making** | Not enough data | Not enough data | Not enough data | 
| **Adaptive Responses** | Not enough data | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Problem Solving** | Not enough data | Not enough data | Not enough data | 

#### Generative AI

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | Not enough data | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **FreshChat** | 8.7/10 | 117 |
| **Kustomer** | N/A | N/A |
| **Drift** | 8.2/10 | 332 |

#### Responses

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Customization** | 8.5 (103 reviews) | Not enough data | 8.2 (280 reviews) | 
| **Control** | 8.6 (104 reviews) | Not enough data | 8.3 (268 reviews) | 
| **Route To Human** | 8.9 (102 reviews) | Not enough data | 8.4 (303 reviews) | 
| **Menu bars** | 8.7 (99 reviews) | Not enough data | 8.1 (273 reviews) | 
| **Drip sequences** | 8.6 (83 reviews) | Not enough data | 8.0 (228 reviews) | 

#### Platform

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Live chat** | 9.2 (105 reviews) | Not enough data | 8.9 (309 reviews) | 
| **Integrations** | 8.9 (100 reviews) | Not enough data | 8.4 (291 reviews) | 
| **Branding** | 8.8 (100 reviews) | Not enough data | 8.4 (275 reviews) | 
| **Analytics** | 8.5 (99 reviews) | Not enough data | 8.1 (281 reviews) | 
| **A/B testing** | 8.4 (78 reviews) | Not enough data | 7.9 (240 reviews) | 
| **Role-based access** | 9.0 (93 reviews) | Not enough data | 8.4 (261 reviews) | 
| **Collection of information** | 8.8 (94 reviews) | Not enough data | 8.2 (286 reviews) | 

#### Generative AI

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **AI Text Generation** | 8.4 (42 reviews) | Not enough data | 7.7 (84 reviews) | 
| **AI Text Summarization** | 8.6 (42 reviews) | Not enough data | 7.7 (82 reviews) | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **FreshChat** | 8.6/10 | 165 |
| **Kustomer** | 8.9/10 | 226 |
| **Drift** | 8.4/10 | 198 |

#### Conversational Platform

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Personalization** | 8.6 (148 reviews) | 9.0 (187 reviews) | 8.6 (167 reviews) | 
| **Omnichannel** | Feature Not Available | 9.1 (180 reviews) | 8.4 (117 reviews) | 
| **Contextual Engagement** | 8.5 (127 reviews) | 9.1 (166 reviews) | 8.7 (128 reviews) | 
| **Proactive Engagement** | 8.6 (111 reviews) | 8.9 (87 reviews) | 8.6 (92 reviews) | 

#### Support Automation

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Intelligent Routing** | 8.6 (133 reviews) | 9.0 (162 reviews) | Feature Not Available | 
| **Seamless Escalation** | 8.6 (135 reviews) | 9.0 (177 reviews) | 8.4 (147 reviews) | 
| **Transcripts** | 8.5 (134 reviews) | 9.3 (157 reviews) | 8.7 (138 reviews) | 
| **Self-Serve Support** | 8.8 (116 reviews) | 8.6 (89 reviews) | 8.4 (92 reviews) | 

#### Generative AI

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **AI Text Generation** | 8.5 (61 reviews) | 8.3 (54 reviews) | 7.9 (31 reviews) | 
| **AI Text Summarization** | 8.5 (61 reviews) | 8.4 (54 reviews) | 7.7 (31 reviews) | 

### Business Scheduling

| Product | Score | Reviews |
|---|---|---|
| **FreshChat** | N/A | N/A |
| **Kustomer** | N/A | N/A |
| **Drift** | 8.0/10 | 102 |

#### Integrations

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **MS Teams Integration** | Not enough data | Not enough data | 7.4 (92 reviews) | 
| **Email Integration** | Not enough data | Not enough data | 7.9 (95 reviews) | 
| **Zoom Integration** | Not enough data | Not enough data | 7.8 (91 reviews) | 
| **Google Meet Integration** | Not enough data | Not enough data | 7.3 (88 reviews) | 
| **Salesforce Integration** | Not enough data | Not enough data | 8.0 (95 reviews) | 

#### Branding & Customizatio

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Custom Booking Page** | Not enough data | Not enough data | 8.2 (94 reviews) | 
| **Personalized Links** | Not enough data | Not enough data | 8.3 (93 reviews) | 
| **Personalized Web Embed** | Not enough data | Not enough data | 7.9 (90 reviews) | 

#### Automatic Rules & Configurations

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Set Working Hours** | Not enough data | Not enough data | 8.5 (96 reviews) | 
| **Automatic Updates** | Not enough data | Not enough data | 8.2 (90 reviews) | 
| **Buffer Times** | Not enough data | Not enough data | 8.1 (93 reviews) | 

#### Agentic AI - Business Scheduling

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | Not enough data | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **FreshChat** | N/A | N/A |
| **Kustomer** | N/A | N/A |
| **Drift** | 8.1/10 | 14 |

#### Customer Support

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Text** | Not enough data | Not enough data | 7.8 (12 reviews) | 
| **Speech** | Not enough data | Not enough data | 7.8 (12 reviews) | 
| **Knowledge Base** | Not enough data | Not enough data | 8.1 (12 reviews) | 

#### Automation

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Ticket Resolution** | Not enough data | Not enough data | 8.2 (11 reviews) | 
| **Customization** | Not enough data | Not enough data | 8.3 (13 reviews) | 
| **Intelligent Routing** | Not enough data | Not enough data | 8.3 (12 reviews) | 

#### Artificial Intelligence

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Learning** | Not enough data | Not enough data | 7.7 (13 reviews) | 
| **Language** | Not enough data | Not enough data | 8.2 (13 reviews) | 
| **Conversational AI** | Not enough data | Not enough data | 8.3 (14 reviews) | 

### Bot Platforms

| Product | Score | Reviews |
|---|---|---|
| **FreshChat** | N/A | N/A |
| **Kustomer** | N/A | N/A |
| **Drift** | 7.8/10 | 31 |

#### Generative AI

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 7.7 (31 reviews) | 
| **AI Text Summarization** | Not enough data | Not enough data | 7.9 (30 reviews) | 

#### Agentic AI - Bot Platforms

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **FreshChat** | 8.6/10 | 335 |
| **Kustomer** | 8.4/10 | 254 |
| **Drift** | 8.2/10 | 598 |

#### Generative AI

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **AI Text Generation** | 8.5 (73 reviews) | 7.3 (43 reviews) | 7.7 (83 reviews) | 
| **AI Text Summarization** | 8.6 (72 reviews) | 7.5 (43 reviews) | 7.7 (81 reviews) | 
| **AI Text-to-Speech** | 7.8 (73 reviews) | 6.9 (42 reviews) | 7.3 (81 reviews) | 

#### Communication

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Pop-up Chat** | 9.2 (281 reviews) ✓ Verified | 8.9 (156 reviews) ✓ Verified | 9.2 (543 reviews) ✓ Verified | 
| **Notifications** | 8.5 (295 reviews) ✓ Verified | 8.9 (175 reviews) ✓ Verified | 8.5 (539 reviews) ✓ Verified | 
| **Targeted Emails** | 8.4 (202 reviews) ✓ Verified | 9.0 (145 reviews) ✓ Verified | 7.8 (323 reviews) ✓ Verified | 
| **In-App Messaging** | 8.9 (248 reviews) ✓ Verified | 8.8 (134 reviews) ✓ Verified | 8.6 (414 reviews) ✓ Verified | 
| **Co-Browsing** | 8.2 (138 reviews) ✓ Verified | 8.1 (84 reviews) | 7.9 (189 reviews) | 

####  Internal Use

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Customization ** | 8.5 (273 reviews) ✓ Verified | 8.8 (173 reviews) ✓ Verified | 8.4 (461 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.7 (268 reviews) ✓ Verified | 9.1 (153 reviews) ✓ Verified | 8.7 (470 reviews) ✓ Verified | 
| **Lead Development** | 8.4 (221 reviews) ✓ Verified | 8.2 (90 reviews) | 8.5 (471 reviews) ✓ Verified | 
| **Knowledge Base** | 8.7 (256 reviews) ✓ Verified | 8.8 (152 reviews) ✓ Verified | 8.2 (408 reviews) ✓ Verified | 
| **Team Inbox ** | 9.0 (253 reviews) ✓ Verified | 9.0 (157 reviews) ✓ Verified | 8.3 (371 reviews) ✓ Verified | 
| **Customer Profiles** | 8.5 (255 reviews) ✓ Verified | 9.0 (174 reviews) ✓ Verified | 8.1 (401 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **FreshChat** | 8.7/10 | 114 |
| **Kustomer** | 8.5/10 | 108 |
| **Drift** | 8.3/10 | 74 |

#### Generative AI

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **AI Text Summarization** | 8.9 (33 reviews) | 8.3 (33 reviews) | 7.4 (20 reviews) | 

#### Self-Service Experience

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Knowledge Base** | 8.9 (92 reviews) | 8.8 (90 reviews) | 8.1 (57 reviews) | 
| **Searchable Articles** | 8.7 (93 reviews) | 8.7 (86 reviews) | 8.2 (53 reviews) | 
| **Community Forums** | 8.4 (80 reviews) | 8.6 (67 reviews) | Feature Not Available | 
| **Mobile Optimization** | 8.5 (67 reviews) | 8.3 (50 reviews) | 8.2 (51 reviews) | 
| **Personalization** | 8.6 (69 reviews) | 8.6 (54 reviews) | 8.5 (57 reviews) | 

#### Self-Service Platform

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Branding** | 9.1 (74 reviews) | 9.0 (58 reviews) | 8.6 (57 reviews) | 
| **Automation** | 8.9 (77 reviews) | 8.9 (59 reviews) | 8.7 (60 reviews) | 
| **Artificial Intelligence** | 8.0 (68 reviews) | 8.5 (53 reviews) | 8.2 (59 reviews) | 
| **Integrations** | 8.8 (77 reviews) | 9.0 (57 reviews) | 8.6 (59 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.8 (20 reviews) | Not enough data | 
| **Multi-step Planning** | Not enough data | 8.3 (20 reviews) | Not enough data | 
| **Cross-system Integration** | Not enough data | 8.4 (20 reviews) | Not enough data | 
| **Adaptive Learning** | Not enough data | 8.3 (20 reviews) | Not enough data | 
| **Natural Language Interaction** | Not enough data | 8.3 (20 reviews) | Not enough data | 
| **Proactive Assistance** | Not enough data | 8.4 (20 reviews) | Not enough data | 
| **Decision Making** | Not enough data | 8.3 (19 reviews) | Not enough data | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **FreshChat** | 9.2/10 | 58 |
| **Kustomer** | 9.0/10 | 53 |
| **Drift** | N/A | N/A |

#### Generative AI

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **AI Text Generation** | 9.2 (23 reviews) | 8.3 (24 reviews) | Not enough data | 
| **AI Text Summarization** | 9.5 (23 reviews) | 8.3 (24 reviews) | Not enough data | 

#### Process

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Mentions** | 9.4 (43 reviews) | 8.8 (40 reviews) | Not enough data | 
| **Tickets** | 9.4 (48 reviews) | 9.2 (45 reviews) | Not enough data | 
| **Macros** | 9.2 (42 reviews) | 9.5 (47 reviews) | Not enough data | 

#### Channels

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Email** | 9.2 (50 reviews) | 9.6 (46 reviews) | Not enough data | 
| **Social** | 9.2 (53 reviews) | 9.1 (43 reviews) | Not enough data | 
| **Live Chat** | 9.5 (53 reviews) | 9.3 (43 reviews) | Not enough data | 
| **Phone** | 9.0 (43 reviews) | 9.1 (42 reviews) | Not enough data | 
| **Text** | 9.3 (44 reviews) | 9.3 (42 reviews) | Not enough data | 

#### Insight

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Surveys** | 9.2 (41 reviews) | 9.1 (43 reviews) | Not enough data | 
| **Reporting** | 8.9 (49 reviews) | 8.7 (46 reviews) | Not enough data | 
| **Visitor Activity** | 9.2 (46 reviews) | 8.4 (40 reviews) | Not enough data | 
| **Help Desk** | 9.1 (48 reviews) | 8.7 (43 reviews) | Not enough data | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **FreshChat** | N/A | N/A |
| **Kustomer** | 8.3/10 | 38 |
| **Drift** | N/A | N/A |

#### Generative AI

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | 8.1 (36 reviews) | Not enough data | 
| **AI Text Summarization** | Not enough data | 8.3 (36 reviews) | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **FreshChat** | N/A | N/A |
| **Kustomer** | 8.4/10 | 10 |
| **Drift** | N/A | N/A |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Automated Ticket Resolution** | Not enough data | 8.1 (8 reviews) | Not enough data | 
| **Contextual Response Generation** | Not enough data | 8.1 (8 reviews) | Not enough data | 
| **Sentiment Analysis** | Not enough data | 7.7 (8 reviews) | Not enough data | 
| **Knowledge Base Utilization** | Not enough data | 8.3 (8 reviews) | Not enough data | 
| **Multilingual Support** | Not enough data | 7.9 (7 reviews) | Not enough data | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Proactive Customer Outreach** | Not enough data | 8.1 (7 reviews) | Not enough data | 
| **Feedback Collection** | Not enough data | 8.1 (7 reviews) | Not enough data | 
| **Escalation Handling** | Not enough data | 8.3 (8 reviews) | Not enough data | 
| **Workflow Optimization** | Not enough data | 8.7 (9 reviews) | Not enough data | 

#### Automation

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Customer Interaction Automation** | Not enough data | 8.8 (8 reviews) | Not enough data | 
| **Feedback Collection** | Not enough data | 8.5 (8 reviews) | Not enough data | 
| **Document Processing** | Not enough data | 8.8 (7 reviews) | Not enough data | 

#### Autonomy

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Independent Decision Making** | Not enough data | 8.8 (7 reviews) | Not enough data | 
| **Adaptive Responses** | Not enough data | 9.2 (8 reviews) | Not enough data | 
| **Task Execution** | Not enough data | 8.6 (7 reviews) | Not enough data | 
| **Problem Solving** | Not enough data | 8.3 (8 reviews) | Not enough data | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **FreshChat** | N/A | N/A |
| **Kustomer** | N/A | N/A |
| **Drift** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (3):** [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Live Chat Software](https://www.g2.com/categories/live-chat), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to FreshChat (4):** [Conversational Marketing Software](https://www.g2.com/categories/conversational-marketing), [Chatbots Software](https://www.g2.com/categories/chatbots), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents)

**Unique to Kustomer (5):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations), [Help Desk Software](https://www.g2.com/categories/help-desk), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service)

**Unique to Drift (6):** [Business Scheduling Software](https://www.g2.com/categories/business-scheduling), [AI Sales Assistant Software](https://www.g2.com/categories/ai-sales-assistant), [Conversational Marketing Software](https://www.g2.com/categories/conversational-marketing), [Chatbots Software](https://www.g2.com/categories/chatbots), [Bot Platforms](https://www.g2.com/categories/bot-platforms), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation)


---
## Reviewer Demographics

### By Company Size

| Segment | FreshChat | Kustomer | Drift | 
|---|---|---|---|
| **Small-Business** | 57.9% | 21.3% | 25.5% | 
| **Mid-Market** | 35.8% | 66.0% | 51.7% | 
| **Enterprise** | 6.2% | 12.7% | 22.9% | 

### By Industry

#### FreshChat

- **Information Technology and Services:** 10.4%
- **Computer Software:** 10.0%
- **Consumer Services:** 8.0%
- **Financial Services:** 5.6%
- **Retail:** 4.8%
- **Marketing and Advertising:** 4.1%
- **Internet:** 3.7%
- **Education Management:** 3.7%
- **Telecommunications:** 3.0%
- **Health, Wellness and Fitness:** 2.8%
- **Other:** 43.9%

#### Kustomer

- **Consumer Services:** 13.7%
- **Retail:** 11.3%
- **Health, Wellness and Fitness:** 5.8%
- **Apparel & Fashion:** 5.8%
- **Food & Beverages:** 5.4%
- **Consumer Goods:** 5.0%
- **Information Technology and Services:** 4.2%
- **Transportation/Trucking/Railroad:** 3.0%
- **Computer Software:** 2.8%
- **Financial Services:** 2.6%
- **Other:** 40.2%

#### Drift

- **Computer Software:** 32.8%
- **Information Technology and Services:** 20.6%
- **Marketing and Advertising:** 7.2%
- **Financial Services:** 3.2%
- **Computer & Network Security:** 3.0%
- **Human Resources:** 2.5%
- **Internet:** 2.2%
- **Hospital & Health Care:** 1.6%
- **Education Management:** 1.4%
- **E-Learning:** 1.4%
- **Other:** 24.2%

---
## Alternatives

### Alternatives to FreshChat

- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3851 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6934 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1904 reviews)
- [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.4/5 stars (806 reviews)
- [Crisp](https://www.g2.com/products/crisp/reviews) — 4.5/5 stars (196 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1539 reviews)
- [Birdeye](https://www.g2.com/products/birdeye/reviews) — 4.7/5 stars (4055 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7587 reviews)
- [Wati](https://www.g2.com/products/wati/reviews) — 4.6/5 stars (477 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (736 reviews)

### Alternatives to Kustomer

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6934 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3851 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3742 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1112 reviews)
- [Gorgias](https://www.g2.com/products/gorgias/reviews) — 4.6/5 stars (560 reviews)
- [Dixa](https://www.g2.com/products/dixa/reviews) — 4.2/5 stars (391 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7328 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2463 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2912 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7587 reviews)

### Alternatives to Drift

- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3851 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1904 reviews)
- [Qualified](https://www.g2.com/products/qualified/reviews) — 4.9/5 stars (1475 reviews)
- [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.4/5 stars (806 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6934 reviews)
- [Birdeye](https://www.g2.com/products/birdeye/reviews) — 4.7/5 stars (4055 reviews)
- [Chili Piper](https://www.g2.com/products/chili-piper/reviews) — 4.6/5 stars (736 reviews)
- [Ada](https://www.g2.com/products/ada-support-inc-ada/reviews) — 4.6/5 stars (172 reviews)
- [Podium](https://www.g2.com/products/podium/reviews) — 4.6/5 stars (2095 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3742 reviews)

---
## Top Discussions

### FreshChat

- Title: [How do I set up a chat bot to respond to FAQ's automatically?](https://www.g2.com/discussions/how-do-i-set-up-a-chat-bot-to-respond-to-faq-s-automatically) — 3 comments, 1 upvote
  > **Top comment:** "Hey Jonathan. Can we get in touch with you directly ? We will need to train the Bots to understand the FAQs and ensure it also understands Intent and You can..."
- Title: [Can we see the ticket details and the possibility of modification ?](https://www.g2.com/discussions/can-we-see-the-ticket-details-and-the-possibility-of-modification) — 2 comments
  > **Top comment:** "Have you lost hope of ever recovering your money from scam brokers or platform ?? I have good news for you and yes it is 97% possible for you to recover..."
- Title: [Understand Whatsapp integration first if it is critical](https://www.g2.com/discussions/understand-whatsapp-integration-first-if-it-is-critical) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** ""With our Whatsapp integration businesses can
- Engage with their customers on Whatsapp
- Help customers help themselves by talking to a chatbot
- Use..."
- Title: [how  can  we develop Freshdesk Messaging ?](https://www.g2.com/discussions/how-can-we-develop-freshdesk-messaging) — 1 comment *(includes official response)*
  > **Top comment:** "Freshdesk Messaging (now called Freshchat) is a cloud-based product and doesn't need to be updated or developed by the end customers. If you are facing any..."
- Title: [how to merge the fresh desk with the fresh chat and make calls and chats in the same time ?](https://www.g2.com/discussions/how-to-merge-the-fresh-desk-with-the-fresh-chat-and-make-calls-and-chats-in-the-same-time) — 1 comment, 1 upvote
  > **Top comment:** "Recovering your lost bitcoin or funds as the case might be, is not what you can do alone, you’d require the service of a trained specialist. A recovery..."

### Kustomer

- Title: [How can I post a note with out it closing](https://www.g2.com/discussions/34616-how-can-i-post-a-note-with-out-it-closing) — 1 comment
  > **Top comment:** "You can add internal note by clicking on note and it will be visible only for the users of your company :) "
- Title: [Is there a way currently follow a customer in different ways such as a label so you can sort your follows by sales, shipping issues, parts replacement, follow up order. Not to be confused with the (labeling of a interaction) but current interactions that I need to go back to as a agent to check on my customer for a specific reason.](https://www.g2.com/discussions/34159-is-there-a-way-currently-follow-a-customer-in-different-ways-such-as-a-label-so-you-can-sort-your-follows-by-sales-shipping-issues-parts-replacement-follow-up-order-not-to-be-confused-with-the-labeling-of-a-interaction-but-current-interactions-that-) — 1 comment, 1 upvote
  > **Top comment:** "All the conversations are in your search field and they are shown in the timeline. "
- Title: [How can we get a ticket ID ?](https://www.g2.com/discussions/34157-how-can-we-get-a-ticket-id) — 1 comment, 1 upvote
  > **Top comment:** "The ticket ID is the string of characters in the URL after the "events" portion. For example, if you have a ticket open, you will..."
- Title: [Is there a way for us to hear recordings of the voicemails? Or can we have a detailed view of the ticket's history like who merged tickets and such?](https://www.g2.com/discussions/30387-is-there-a-way-for-us-to-hear-recordings-of-the-voicemails-or-can-we-have-a-detailed-view-of-the-ticket-s-history-like-who-merged-tickets-and-such) — 1 comment
  > **Top comment:** "VM should be able to be heard once you pull up the customer's record. All emails, calls, and chats from that one person should pop up. "
- Title: [Will my pricing increase if I add additional agents?](https://www.g2.com/discussions/will-my-pricing-increase-if-i-add-additional-agents) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "No. You can add as many team members as you want and your pricing per agent will stay the same."

### Drift

- Title: [How do I scale conversational marketing?](https://www.g2.com/discussions/conversational-marketing-0d87ad75-128e-4457-81cb-8e3880e51fd6) — 2 comments, 1 upvote *(includes official response)*
  > **Top comment:** "Chatbots allow you to offer fast responses to visitors 24/7, even while your team is sleeping. Since they can ask the same qualifying questions your sales..."
- Title: [What types of people are having conversations with businesses?](https://www.g2.com/discussions/conversational-marketing-b012374a-2421-4559-8c88-414fa31149e6) — 2 comments, 1 upvote *(includes official response)*
  > **Top comment:** "When we analyzed the data from the 50,000+ businesses using Drift for conversational marketing, we found that people in key decision-making roles are often..."
- Title: [How do I measure the effectiveness of conversational marketing?](https://www.g2.com/discussions/conversational-marketing-c5c64a26-1769-402e-b51b-280528b3dc04) — 2 comments, 1 upvote *(includes official response)*
  > **Top comment:** "You can measure your conversational marketing efforts just like you would measure any other marketing channel. Platforms like Drift give you dashboards that..."
- Title: [Do I have to completely remove all of my lead capture forms?](https://www.g2.com/discussions/conversational-marketing-2fd3e4b9-40e7-4a08-a3dc-6c3225e804e3) — 2 comments, 1 upvote *(includes official response)*
  > **Top comment:** "Getting started with conversational marketing isn’t an “all or nothing” decision. Rather than ripping all the forms off their site, many companies start by..."
- Title: [What is a drift playbook?](https://www.g2.com/discussions/what-is-a-drift-playbook) — 1 comment, 1 upvote
  > **Top comment:** "Hi there! Playbooks are central to Drift and what we do! They are automated message workflows and campaigns that proactively reach out to site visitors and..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/freshworks-freshchat-vs-kustomer-vs-drift)