Freshdesk vs Kustomer

Freshdesk has been concentrating on completing the migration to its Freshdesk Omni platform, reaching 90% completion while expanding autonomous support capabilities. The company is also undergoing restructuring and leveraging AI to shift its focus toward enterprise customers. However, some analysts question whether Freshworks is moving away from its traditional customer experience roots as it matures its customer support SaaS offerings.

Kustomer, on the other hand, has been actively enhancing its CRM-style customer service platform with new AI-driven features such as Conversation Intelligence and AI quality assurance tools. It has also launched a Partner Certification Program to boost partner quality and continues to emphasize customer context through its Signals platform. Additionally, Kustomer is engaging the community by recognizing leaders in customer service with its Humans of CX Awards.

Both companies are investing heavily in AI to improve customer service, but Freshdesk appears to be shifting toward larger enterprise clients with a focus on autonomous support, while Kustomer is expanding its platform capabilities and partner ecosystem. Sales and product teams competing with either should watch how Freshdesk’s restructuring affects its customer experience focus and how Kustomer’s AI tools and partner programs enhance platform adoption.