Zendesk vs HubSpot: Which is the best customer service software for your company?
Customer service software, also known as CRM (Customer Relationship Management), is a tool that helps companies manage their relationships with customers.
It allows you to centralize customer information, track interactions, improve customer experience and drive sales.
What is Zendesk?
Zendesk is a market-leading customer service platform. It offers a wide range of functionalities, such as ticket management, live chat, knowledge base, workflow automation, reporting , analytics, and integrations with other tools.
What is HubSpot?
HubSpot is another popular customer service platform that offers a similar range of features to Zendesk. In addition to ticket management, HubSpot includes marketing automation, contact management, lead management , data analytics, and social CRM tools.
Comparison table between Zendesk and Hubspot
| Characteristic | Zendesk | HubSpot |
|---|---|---|
| Features | Focus on ticket management, live chat , knowledge base, automation and reporting. | Complete CRM with marketing, sales, customer service, contact management, leads and analytics functionalities. |
| Easy to use | Intuitive and easy-to-use interface, ideal for small or medium-sized teams. | More complex interface, with a steeper learning curve. |
| Prices | Plans from a free plan to premium plans with advanced features. | Free plan with basic features, paid plans with different levels of features and prices. |
| Integrations | Wide range of integrations with third-party applications. | Ecosystem of native applications and integrations with other HubSpot tools. |
| Customer Support | 24/7 customer service. | Customer service during business hours. |
| Approach | Customer Support | Complete CRM |
Zendesk and Hubspot Features
Features
- Zendesk primarily focuses on ticket management, live chat, knowledge base, automation, and reporting.
- HubSpot offers a broader set of tools that spans CRM, marketing, sales, and customer service.
Easy to use
- Zendesk has an intuitive and easy-to-use interface, ideal for small or medium-sized teams looking for a simple and efficient solution for ticket management.
- HubSpot has a more complex interface, with a steeper learning curve, but offers a wide range of training and support resources to help users get the most out of its capabilities.
Prices
- Zendesk offers a variety of pricing plans, from a limited free plan to premium plans with advanced features.
- HubSpot offers a free plan with basic features, and paid plans with different levels of features and prices.
Integrations
- Zendesk offers a wide range of integrations with third-party applications, such as marketing tools, data analytics, and e-commerce platforms.
- HubSpot features an ecosystem of native apps and integrations with other HubSpot tools, making it easy to manage all customer interactions from a single platform.
Customer Support
- Zendesk offers 24/7 customer service through various channels such as live chat, email, and phone.
- HubSpot offers customer service during business hours through various channels including live chat, email, and phone.
Which to choose?
Zendesk may be a better option for your company if
- You are looking for a simple and efficient solution for ticket management.
- You have a small or medium team.
- You have a limited budget.
- You don't need additional features such as marketing automation, contact management or data analysis.
HubSpot may be a better option for your business if
- You need customer service software that is part of a complete CRM.
- You have a large team or need to manage a high volume of tickets.
- You have a flexible budget.
- You need additional functionalities such as marketing automation, contact management or data analysis.
Written by Moises Hamui Abadi : I am an entrepreneur, founding partner of Viceversa and SoyMacho. After leading several digital businesses and advising several other businesses; I decided to form MHA Consulting, a digital marketing consultancy dedicated to growing and enhancing digital businesses in more than 7 countries and generating more than 1,500 million pesos.