To provide excellent customer service, you need reliable software that can help you manage your customer inquiries, conversations, and feedback. But which tool should you choose?
There are many options out there, but two of the most popular ones are HubSpot Service Hub and Zendesk Support Suite. Both of these tools have strengths and differences you need to consider before making a decision.
In this post, we’re going to carry out a comparison of Zendesk vs Hubspot Servive Hub based on their features, pricing, integrations, and customer reviews.
Zendesk is a simple, easy-to-use customer service software for your online business. Its story is impressive: It grew from a small consulting company in Denmark to a global SaaS giant with over 200,000 customers.
Three friends founded Zendesk in 2007. Their mission was to make customer service better for everyone. They created a cloud-based platform that helps businesses connect with their customers and provide them with amazing support. Today, the platform – Zendesk – stands tall among others.
HubSpot is one of the popular software companies. You can use their Marketing Hub and Sales Hub to grow your traffic, leads, and sales. But did you know that they also have a Service Hub?
HubSpot launched its Service Hub in 2018 to help businesses support their customers. It also helps businesses turn their customers into promoters who refer new leads and generate positive word-of-mouth.
HubSpot Service Hub and Zendesk Support Suite equip you with a multitude of features designed to make your customer service a breeze. Here are the main ones:
Zendesk Support Suite and Hubspot Service Hub are great options for providing excellent customer support with omnichannel support, ticketing systems, and analytics. Zendesk is like a friend in need that helps you handle any situation with confidence and ease, while Hubspot is a partner in growth that helps you improve your customer service.
| Feature/Aspect | Zendesk Support Suite | Hubspot Service Hub |
| Concept | Customer service platform | Inbound sales and marketing tool |
| Application | Primarily used by customer service teams | Used mostly by sales and marketing teams |
| Mobile App | Available in Android and iOS | – |
| Ease of Use | User-friendly interface | Requires some learning time |
| Marketing | Knowledge base and community forums | Lead capture forms, email marketing, social media monitoring |
| Sales | Focuses on support | Lead management system, contact management, email tracking |
| Support | Ticketing system, workflow configuration, mobile app | Knowledge base, self-service portal, community forums |
| Customer Service Efficiency | Ticketing system, workflow configuration, mobile app | Comprehensive list of tools, link to marketing and sales activities |
| Customer portal | Available in all tiers | Available only in the Professional and Enterprise plan |
| Customizability | Highly customizable | Limited customization options |
| Extensibility | Over 1,200 applications in app directory | Over 1,000 different applications |
Zendesk and Hubspot both have awesome features for managing tickets, like alerts, routing, email, document storage, and more. But Zendesk has a cool mobile app that lets you handle tickets on the go, while Hubspot doesn’t.
Zendesk is super easy to use and lets you customize everything to your liking. Hubspot is a bit more complicated and doesn’t give you much freedom to change things.
Hubspot is a great tool for sales and marketing teams. It helps you capture leads, send emails, monitor social media, manage contacts, and track your performance. Zendesk is more focused on support and has a knowledge base and a community forum.
Zendesk has a ticketing system, a workflow configuration, and a mobile app that make your support team more efficient. Hubspot has a knowledge base, a self-service portal, a community forum, and a bunch of tools that connect to your marketing and sales activities. Hubspot is pretty good at this.
Zendesk gives you a customer portal in all plans, while Hubspot only gives you one in the higher plans. Both tools have a lot of apps that you can integrate with. Hubspot has over 1,000 apps, while Zendesk has over 1,200 apps in its app directory.
| Feature | Hubspot Service Hub | Zendesk Support Suite |
| Low-tier price | Starter: $45/month | Support Team: $25/month |
| High-tier price | Enterprise: $1,200/month | Enterprise: $149/month |
| Free plan | Free plan available | No free plan |
| Free Trial | Free trial available | Free trial available |
Zendesk Support Suite is more cost-effective than Hubspot Service Hub. You can save $20/month with Zendesk’s Support Team plan ($25/month) over Hubspot’s Starter plan ($45/month). And if you need more features, Zendesk’s Enterprise plan ($149/month) is a steal compared to Hubspot’s Enterprise plan ($1,200/month).
Hubspot Service Hub has a free plan for beginners and bootstrappers. You can test the waters without spending a dime. Zendesk Support Suite also lets you try before you buy with a free trial. This way, you can make an informed decision about which platform suits your needs best.
You can’t outrightly dismiss one of the platforms – HubSpot and Zendesk for the other. So determining the right platform for your business depends on a few factors. You can look at your budget, goals, and preferences for this. To break this down easily, the following scenarios would help.
| Determinants | Zendesk | HubSpot |
| Budget | Less costly | Affordable |
| Goals | Customer Support | Sales and marketing |
| Marketing Tools | Preferable | More Preferable |
| Integrations | Preferable | Preferable |
Both platforms offer a variety of pricing tiers, but overall, HubSpot tends to be more expensive. If you’re on a tight budget, Zendesk is a better fit, especially if your primary need is for customer support tools. If you need more comprehensive sales and marketing tools and have some room in your budget, HubSpot could be worth the additional cost.
HubSpot is likely your best choice if you’re looking for robust marketing tools – from email marketing to SEO and ad management. HubSpot’s marketing hub is one of its strongest features. It has advanced tools that help companies generate leads, build and optimize websites, and manage inbound marketing campaigns.
Both HubSpot and Zendesk integrate with various other tools and platforms using Zapier. However, if you have a specific need for integration with other systems, you should check whether each platform supports the tools you’re using. Also, HubSpot and Zendesk can integrate with more than 1000 plus apps. But you’ll need to review their specific offerings based on your wants.
When it comes to a customer service platform that’s as dynamic and efficient as your team, Helpwise is the answer. It’s a one-stop solution with a universal inbox, allowing you to manage all customer service channels from a single screen.
Whether your team is remote or on-site, Helpwise’s desktop, iOS, and Android capabilities ensure seamless operation from anywhere. With robust reporting and analytics, you can make data-driven decisions based on agent performance, CSAT scores, and response times.
Plus, the Help Center feature allows customers to self-serve for common queries, reducing repetitive inquiries.
Helpwise isn’t just another customer service platform. Here’s why:
Ask us for working proofs and we’ll present them. Here’s what our users are saying about Helpwise:
To get started with Helpwise, you can visit our website and sign up for free trial. Once you’ve signed up, you can set up your shared inbox and start collaborating with your team. The platform is easy to navigate, and if you encounter any issues, our customer support team is always available to assist you.
Zendesk is a customer service platform for service teams, while Hubspot is a sales and marketing tool for sales and marketing teams. Zendesk has a simple, customizable, and mobile-friendly interface. Hubspot has more tools for marketing and sales activities.
Zendesk has a user-friendly, mobile, and customizable platform, making it more customer-friendly. Hubspot has more tools for sales and marketing, but less for customer service. Other platforms, such as Helpwise, offer some of the best customer service features at a bargain price.
Yes, they can. You can share data and functionality between Zendesk and Hubspot to improve your customer service, sales, and marketing.
Zendesk’s plans range from $25/month to $149/month. Hubspot’s plans range from $45/month to $1,200/month. Hubspot has a free plan, but Zendesk does not. Both offer a free trial. In terms of affordability, Helpwise is the best.
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