HubSpot vs Zendesk: Which Gets Your Customer Service in 2024

Choosing the right customer service software can feel like trying to pick out the perfect pair of shoes.

You want something that fits your needs, feels comfortable, and helps you go the distance.

But with so many options out there, how do you know which one is right for you?

In this post, we’ll break down two popular choices – HubSpot vs Zendesk – to help you decide which one will get your customer service smoothly in 2024.

HubSpot vs Zendesk: Overview

To give you the most accurate comparison, we’ve spent weeks testing both HubSpot and Zendesk’s customer service tools.

We’ve explored their features, navigated their interfaces, and even put ourselves in the customer’s shoes to see how each platform performs.

Now, let’s dive into what we discovered!

What is HubSpot?

Ever wished for a customer service platform that’s actually easy to use? That’s HubSpot.

It’s known for being incredibly user-friendly, even for beginners.

They offer a complete suite of tools, from live chat to a help desk, all designed to give your customers an amazing experience.

Key Benefits

HubSpot shines with its all-in-one approach and robust free plan. Here’s what makes it stand out:

• Free CRM: Yes, you read that right! HubSpot offers a completely free CRM with unlimited users and up to 1 million contacts.
• Marketing Automation: Automate your marketing tasks, like email campaigns & social media posting, to save time & boost efficiency.
• Sales Pipeline Management: Visualize and track your sales process, making it easier to identify bottlenecks & close deals faster.
• Extensive Integrations: Connect HubSpot with over 1,000 popular business tools to streamline your workflows.

Pricing

HubSpot prefers a variety of pricing plans to suit different needs and budgets:

• Marketing Hub Starter: $20/month
• Starter Customer Platform: Starts at $20/month
• Professional: Starts at $890/month
• Enterprise: Custom Pricing

What is Zendesk?

Need a customer service solution that can handle just about anything?

Zendesk is your answer. It’s a powerful platform used by businesses of all sizes.

They’re known for their robust features and omnichannel support, so you can connect

with customers wherever they are.

Key Benefits

Zendesk has some serious strengths:

• Omnichannel support: Zendesk brings all your communication channels together. Email, chat, social media, phone – you name it, Zendesk handles it.
• Advanced customization: Want to make Zendesk your own truly? You got it. Zendesk lets you customize almost everything to match your brand and workflows.
• Powerful reporting and analytics: Zendesk gives you deep insights into your customer service performance. Track key metrics and identify areas for improvement.

Pricing

Zendesk offers a variety of plans starting at $19 per agent/month (billed annually). Each plan unlocks more features and capabilities.

• Suite Team ($55/agent/month): Essentials like email, live chat, and help center.
• Suite Growth ($89/agent/month): Adds social messaging, automation, and workflows.
• Suite Professional ($115/agent/month): Includes AI-powered bots, advanced analytics, and custom reporting.
• Suite Enterprise: Unlocks features like skills-based routing and a sandbox environment.

HubSpot vs Zendesk: Feature Comparison

Ready for a head-to-head battle?

Let’s compare HubSpot and Zendesk across seven key features that are essential for any service team striving to deliver excellent customer service operations.

CRM Integration

• HubSpot: HubSpot Service Hub shines with its built-in HubSpot CRM platform. This gives you a 360-degree view of all customer interactions, from marketing emails to support tickets, all within the HubSpot CRM platform.
• Zendesk: While Zendesk integrates with various CRM tools, it lacks a native CRM like the HubSpot CRM platform. This means you’ll need to rely on a third-party integration for full customer context.

Omnichannel Support

• HubSpot: HubSpot offers omnichannel support, allowing you to manage customer interactions across essential channels like email, live chat, and social media.
• Zendesk: Zendesk truly excels at omnichannel support. It supports a wider range of channels, including phone and messaging apps like WhatsApp, making it a strong choice for businesses needing comprehensive Zendesk vs HubSpot omnichannel capabilities.

Automation

• HubSpot Service Hub: HubSpot Service Hub provides powerful automation features to streamline your support operations. Automate tasks like ticket routing follow-up emails and even provide simple, automated responses.
• Zendesk: Zendesk also offers robust automation, including AI-powered bots that can handle basic inquiries and free up your service teams for more complex issues.

Customization

• HubSpot: HubSpot offers some customization options, but they are more limited compared to Zendesk, especially on lower-priced plans. This might be a consideration for businesses needing extensive personalization.
• Zendesk: Zendesk allows for extensive customization, enabling you to tailor the platform to your specific needs and branding. This makes it a top choice for businesses prioritizing a unique customer experience.

Reporting and Analytics

• HubSpot: HubSpot provides service analytics reports to track key metrics like ticket volume, response times, and customer satisfaction (essential for understanding customer feedback).
• Zendesk: Zendesk offers more advanced reporting and analytics features, giving you deeper insights into your customer service performance and enabling more data-driven decisions.

Ease of Use

• HubSpot: HubSpot is known for its user-friendly interface, making it easy for service teams to get up and running quickly. This is a major advantage for businesses looking for a quick and easy implementation.
• Zendesk: Zendesk is also relatively easy to use, but its extensive features can make it slightly more complex to navigate than HubSpot.

Personalized Support

• HubSpot: With HubSpot’s CRM data readily available, you can provide personalized support to your HubSpot customers. This allows for tailored interactions and a stronger customer experience.
• Zendesk: Zendesk also enables personalized support by integrating with CRM tools and providing customer context within support tickets. However, separate CRM integration is required to achieve the same level of personalization as HubSpot.

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What to Look for When Choosing a CRM Tool?

• Integrations: Ensure the CRM integrates seamlessly with your other essential business tools, like email marketing platforms, e-commerce platforms, and accounting software.
• Scalability: Choose a CRM that can grow with your business. Consider whether it can handle increasing data volumes, user numbers, and evolving needs.
• Mobile access: In today’s mobile world, having access to your CRM on the go is crucial. Look for a platform with a user-friendly mobile app or mobile-responsive design.
• Support and training: Evaluate the level of support offered by the CRM provider. Do they provide comprehensive documentation, tutorials, and responsive customer support?
• User adoption: The best CRM is useless if your team doesn’t use it. Consider factors like ease of use and training when evaluating whether your team will actually adopt the CRM.
• Security: Your CRM will house sensitive customer data. Make sure the CRM provider offers robust security measures to protect this valuable information.
• Free trial or demo: Most reputable CRM providers offer a free trial or demo. Take advantage of these to test the CRM and see if it’s a good fit for your needs.

Final Verdict (Our Pick)

So, who comes out on top in this battle of the customer service titans?

It’s a close call, but we give the edge to Zendesk.

Its wider range of features, stronger omnichannel support, and advanced customization make it a powerhouse for businesses that need a truly robust solution.

But don’t count HubSpot out! If you’re looking for an easy-to-use platform with a built-in CRM, especially if you’re just starting, HubSpot is an excellent choice.

Ultimately, the best choice depends on your specific needs and priorities.

Consider factors like your budget, the channels you use to communicate with customers, and the level of customization you require.

Both Zendesk and HubSpot offer free trials, so you can test them out.

See which one feels like the perfect fit for managing your support tickets and keeping your customers happy.

Frequently Asked Questions