According to a CIO report, 55% of companies plan to invest in improving customer experience (CX). As this becomes a top priority for businesses, selecting the right customer service software is more important than ever.
Among the top contenders in this space are Zendesk and HubSpot.
Zendesk is designed to optimize customer support with a focus on enhancing user experience, while HubSpot offers a comprehensive CRM software solution that guides businesses through every touchpoint of the customer journey.
So, which one is better suited to your specific needs—Zendesk or HubSpot?
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So—
What sets these two tools apart from one another?
Zendesk vs. HubSpot: an overview
To help you better understand the differences between HubSpot and Zendesk, we’ve prepared a table that highlights the benefits of their capabilities so that you can easily compare the tools. Our analysis is based on detailed user reviews, consumer experiences, and in-depth research done by our team.
| The tool’s main features | Zendesk | HubSpot |
|---|---|---|
| AI and chatbots | ⭐⭐⭐⭐ AI-powered chatbots, answer bots, and predictive analytics | ⭐⭐⭐ ChatSpot.ai conversational bot |
| Omnichannel capabilities | ⭐⭐⭐⭐⭐ Web and in-app messaging, live chat, SMS, telephony, and email | ⭐⭐⭐⭐⭐ Multichannel with custom views, canned snippets, and capacity-based routing |
| Help desk and ticketing | ⭐⭐⭐⭐ Robust ticketing software, collaborative workspace, triggers, and workflows | ⭐⭐⭐ Ticket pipeline with an average 32% increase in ticket closure rate |
| Self-service and knowledge management | ⭐⭐⭐⭐ FAQ bots, content cues, content blocks, and team publishing | ⭐⭐⭐ AI knowledge base that allows teams to create a library of articles |
| Integrations | ⭐⭐⭐⭐⭐ Over 1,500 third-party integrations | ⭐⭐⭐⭐ Over 1,000 third-party integrations |
| Reporting and analytics | ⭐⭐⭐⭐ Customizable reports and dashboards to analyze your service operations and identify opportunities to improve | ⭐⭐⭐⭐ Basic analytics like custom reporting, user metrics, custom drill-ins, and a unified dashboard |
| Pricing | ⭐⭐⭐⭐ Lowest priced plan starts at $19 monthly | ⭐⭐⭐⭐⭐ Free CRM version available, lowest plan starts at $15 monthly (paid annually) |
Read more: Explore the best Zendesk alternatives to help your customer support efforts. Moreover, you can also check out the best HubSpot alternatives for your business.
With that out of the way—
It’s time to compare Zendesk vs. HubSpot in more detail.
Zendesk and HubSpot: detailed comparison
To choose the right customer experience software, you must analyze its features according to your team’s requirements.
Let’s examine the pros and cons of Zendesk and HubSpot based on their various features and functionalities.
AI and chatbots
When comparing the AI and chatbot features of Zendesk and HubSpot, it’s evident that both customer service tools have distinctive strengths and vulnerabilities.
Zendesk’s AI capabilities are useful for streamlining customer support processes and improving overall customer satisfaction. Its AI chatbots can handle routine inquiries and respond quickly to FAQs. The software also supports the creation of live chat triggers that automate specific actions based on defined parameters.
On the other hand, HubSpot offers conversational AI capabilities to boost customer engagement and auto-generate content. The platform’s conversational bot, ChatSpot.ai responds to common queries. It can also be used to gather customer data and route conversations to support agents.
Winner: Zendesk’s AI chatbots are more suitable for businesses with their advanced customer service automation capabilities.
Read more: Discover what chatbot automation is and what it means for your business.
Omnichannel capabilities
Omnichannel customer service is the consolidation of multiple communication channels into a single location for seamless, interconnected conversations. This helps to provide personalized user experiences for your audience.
With Zendesk, agents can convert emails into support tickets. The software supports a variety of social media chatbots on messaging apps like WhatsApp, Facebook Messenger, SMS, and more. Its live chat tool allows businesses to provide real-time support to consumers visiting their websites. On top of that, the system integrates with traditional telephony and VoIP platforms, enabling companies to manage phone-based conversations better.
HubSpot, on the other hand, provides a live chat widget that is customizable to any brand’s image. The widget supports customer segmentation and can route queries from the chat interface to human agents. Also, HubSpot CRM can integrate Facebook Messenger, providing a smooth transition from social media to direct customer support. There’s an email feature that can track and assign emails and facilitate email marketing campaigns.
Winner: It’s a tie between Zendesk and HubSpot because both platforms offer comprehensive omnichannel capabilities, with Zendesk excelling in telephony integration while HubSpot shines in customizable branding and email marketing features. Each caters to specific business needs, making them equally valuable depending on the company’s focus.
Read more: Compare the reviews about the best omnichannel support software and choose one that fits your needs.
Help desk and ticketing
A report by Easy Project states that the help desk software market share is projected to reach over $21 billion by 2027. One key feature driving this growth is an automated ticketing system which helps businesses organize and track customer inquiries for quicker issue resolution.
Zendesk offers a ticket management tool that enables your agents to meet and exceed customer expectations. Its help desk captures customer interactions and conversation details so that service agents can provide a unique experience. The platform has built-in routing to push tickets to the most appropriate agents in your customer care team.
On the other hand, HubSpot offers a robust ticketing system that keeps track of support requests in a centralized portal that connects to your CRM platform. It provides personalized, AI-powered support to service reps and aims to streamline support processes. Also, HubSpot’s ticketing solution allows users to create advanced SLAs and has skill-based routing capabilities.
Winner: Zendesk offers a variety of ticketing automation features that are useful for enterprise-level businesses.
Read more: Be sure to check out the core differences between CRM vs. ticketing systems.
Enhance customer service processes with a robust help desk tool
Self-service and knowledge management
According to NICE’s CX report, as many as 81% of consumers say they want more customer self-service options from companies. This makes it especially beneficial that both Zendesk and HubSpot offer robust self-service features.
Zendesk’s FAQ chatbots respond to support queries 24/7 by pulling help center articles and sharing snippets with users. The platform offers knowledge management tools such as content cues, content blocks, and team publishing. Content cues help identify content gaps, non-performing material, and outmoded content in your knowledge base.
HubSpot’s AI knowledge base enables customer service teams to create a library of articles for their users. The articles can be grouped into categories for seamless browsing. Moreover, the software is capable of sharing SEO recommendations to optimize articles for search engines.
Winner: Zendesk provides a more comprehensive suite of self-service tools that work together with its chatbots.
Read more: Check out the most recent essential self-service statistics and trends.
Integrations
Zendesk offers plenty of integrations and apps that assist in improving its ease of use. In fact, the Zendesk App Marketplace is home to over 1,500 third-party integrations. The platform’s users can connect to CRM tools like Salesforce, and Zoho, or marketing software like ActiveCampaign, Klaviyo, Adobe Experience Manager, and more.
HubSpot supports over 1,000 third-party integrations that cut across its sales, marketing, and service functions. The platform integrates easily with other productivity tools like Slack, Zoom, Gmail, just to name a few.
Winner: We can conclude that Zendesk is slightly better for businesses focused on customer service and that require a wide variety of integrations.
Reporting and analytics
Zendesk allows support managers to tailor reports based on metrics relevant to your business, like ticket volume, customer feedback, and response time. They can track the performance of their support team members and pinpoint areas of improvement. Businesses can export data in various formats such as CSV, PDF, and XLS for further reporting.
HubSpot’s service hub allows users to create customized reports that include key help desk metrics such as ticket volume, resolution time, and level of customer satisfaction. The reports also provide key information on CSAT scores, support volumes, chat duration times, average ticket closure times, and more.
In conclusion, Zendesk is excellent for enterprises that need unique insights into service metrics such as ticket volumes and response times. HubSpot is more user-friendly with simple analytics tools that any organization can understand.
Winner: It’s a tie between Zendesk and HubSpot, as both provide detailed reporting features. Zendesk excels in customization and export flexibility, while HubSpot stands out for its simplicity and ease of use, making them equally valuable depending on the business’s technical requirements.
Read more: Find out what metrics and KPIs you should measure in your chatbot analytics.
Okay—
Now that we know more about their core differences, what about their pricing plans?
Zendesk vs. HubSpot Service Hub: pricing plans
When evaluating Zendesk and HubSpot Service Hub, pricing plays a crucial role in finding the right fit for your business.
Below is a detailed comparison of their pricing plans to help you decide which platform delivers the most value for your specific needs.
| Zendesk | HubSpot Service Hub |
|---|---|
| – Free 14-day trial Support – Team($19/mo/agent) – Suite Team ($55/mo/agent) – Suite Growth ($89/mo/agent) – Suite professional & Enterprise → Talk to sales | – Free version (mo/for up to 5 users) – Starter ($20/mo/seat) – Starter customer platform ($20/mo/seat) – Professional ($100/mo/seat) – Enterprise ($150/mo/seat) |
When comparing Zendesk and HubSpot Service Hub in terms of pricing, Zendesk offers a 14-day free trial with plans starting at $19 per agent per month, going up to $115 for advanced features, with an Enterprise plan available upon consultation with sales. HubSpot, on the other hand, provides a free version for up to 5 users, with paid plans starting at $20 per seat per month.
Zendesk is a good choice for teams that need scalability, while HubSpot Service Hub suits teams looking for value across various features. More importantly, if you’re already using HubSpot CRM, choosing HubSpot Service Hub allows for seamless integration with your existing system, offering streamlined operations and a unified approach to managing customer relationships.
Winner: HubSpot stands out due to its free plan and integration capabilities with HubSpot CRM, making it a more attractive option for businesses looking for value and flexibility.
Zendesk vs. HubSpot: the final verdict
Zendesk offers a solid CX solution that scales with your business and is adaptable to changing business needs. The platform has an intuitive user interface that makes it easy for agents to learn. Furthermore, its AI and automation tools take care of routine everyday tasks and free up agents to focus on solving more complex issues.
Overall, Zendesk is the best CX software for companies looking for quick returns on their investments. The software has a relatively low cost of ownership and the process of onboarding service reps is straightforward. As companies scale, Zendesk’s automation features will help improve agent productivity and ticket resolution.
HubSpot is suitable for companies looking for an integrated CRM solution. The platform also supports lead generation through its sales funnel software and allows marketing teams to run automated marketing campaigns.
If you are looking for a third option, Tidio is always a good alternative. This ecommerce help desk tool offers agile live chat functionality, AI-based chatbots, and ticketing software. Also, Tidio’s Lyro AI chatbot is capable of automating over 70% of consumer inquiries.
Finally, let’s see how Tidio compares against the two platforms:
| Reviews | Pricing | Key features | |
|---|---|---|---|
| HubSpot | 4.4/5 ⭐️ (2,350+ reviews) | Free version available and pricing plans from $20 to $150 | – Free CRM – Call and conversation summary – Content assistant for AI replies |
| Zendesk | 4.3/5 ⭐️ (5,875+ reviews) | A 14-day free trial version and pricing plans from $19 to $115 | – Conversational AI tools – Multichannel customer service – Smart workflows |
| Tidio | 4.7/5 ⭐️ (1,540+ reviews) | Free version available and pricing plans from $29 to $749 | – Lyro AI chatbot – Real-time visitor monitoring – Ticketing system with custom views |
HubSpot vs. Zendesk: key takeaway
Choosing the right customer support software is key to staying connected with your audience and driving growth. Zendesk is a flexible option, designed to scale with businesses of all sizes—from startups to global enterprises. It’s great for those who need a robust, customizable solution that grows as they do.
HubSpot, on the other hand, is perfect for businesses looking for a customer service platform that also ties into their marketing efforts.
That said, Tidio takes things a step further by combining live chat, help desk, and chatbot capabilities in one tool. It’s a versatile option worth trying out!
Enhance customer service processes with a robust help desk tool
Frequently Asked Questions
Zendesk is superior due to its scalable platform and advanced features. The software supports the growth of companies from early stage to unicorn status. It has a low cost of ownership with a customer portal that reduces agent correspondence by 15%, making it cost-effective.
HubSpot provides an all-in-one customer relationship management (CRM) platform that integrates customer service with marketing, sales, and automation tools, offering a holistic solution for businesses looking to manage the entire customer journey from one system.
Zendesk can integrate seamlessly with HubSpot. Its bidirectional integration enables you to view ticket information from Zendesk clients directly from your HubSpot dashboard.
