When it comes to customer support platforms, Zendesk and HubSpot Service Hub often top the list. Both are powerful tools, but they cater to different needs. Zendesk shines for large companies handling complex support tasks.

On the other hand, HubSpot Service Hub feels like a perfect fit for small to medium-sized businesses that need seamless CRM integration. Choosing between them boils down to what your business truly needs. Is it scalability or simplicity? You decide. After all, the Zendesk vs HubSpot Service Hub debate isn’t one-size-fits-all.

Overview of Zendesk and HubSpot Service Hub

Zendesk overview

Zendesk has built a reputation as a powerhouse in the customer support world. If your business handles high volumes of customer interactions daily, Zendesk might feel like a lifesaver. It’s designed to tackle complex workflows and automate repetitive tasks, making it a favourite for enterprises.

Pro tip: Zendesk is designed for high volume customer interactions, excelling in complex workflows and automation, which makes it ideal for enterprises.

The numbers back this up. Take a look at some key stats that highlight Zendesk’s enterprise dominance:

Zendesk doesn’t just stop at handling tickets. According to a Forrester study, it boosted ROI by 286% over three years. That’s not just impressive, it’s game-changing. Plus, it improves agent efficiency and speeds up integration, so your team can hit the ground running. If you’re managing a large operation, Zendesk feels like the dependable workhorse you need.

HubSpot Service Hub overview

HubSpot Service Hub, on the other hand, takes a different approach. It’s all about building relationships and fostering collaboration. If you’re running a small or medium-sized business, this platform feels like a natural extension of your team. It integrates customer support into a broader CRM ecosystem, making it perfect for customer engagement.

What makes HubSpot shine? It’s the little things that add up to big wins.

For example:

• Knowledge base management: You can create a library of answers to common questions, reducing support tickets and keeping customers happy.

• Customer feedback surveys: These help you understand what your customers love and what they don’t.

• Customer health scoring: This feature identifies risky customers, so you can step in before they churn.

Zendesk vs HubSpot Service Hub: Features comparison

1. Ticket management

When it comes to ticket management, both Zendesk and HubSpot Service Hub bring their A-game, but they do it in their unique ways. Zendesk feels like the veteran here, offering a robust system that can handle a flood of tickets without breaking a sweat. You’ll find features like ticket prioritisation, tagging, and automated workflows that make managing high volumes of customer queries feel like a breeze.

HubSpot Service Hub, on the other hand, takes a more integrated approach. Its ticketing system is seamlessly tied to its CRM, giving you a 360 degree view of your customers. Imagine being able to see a customer’s entire history. Emails, chats, and even their favourite coffee order (okay, maybe not that last one). This holistic view helps you provide personalised support that feels less like a transaction and more like a conversation.

2. Multi-channel support

Zendesk supports a wide range of channels, from email and phone to social media and live chat. Plus, it centralises all these interactions into one dashboard, so you’re not constantly switching between tabs like a caffeinated squirrel.

HubSpot Service Hub also offers multi-channel support, but its strength lies in its simplicity. It integrates seamlessly with tools like Slack and WhatsApp, making it easy to meet your customers where they are. And because it’s part of the HubSpot ecosystem, you can manage all your channels alongside your marketing and sales efforts.

3. Self-service tools

Zendesk offers a robust knowledge base that’s easy to set up and customise. You can create articles, FAQs, and even community forums where customers can help each other out.

HubSpot Service Hub also provides a knowledge base, but it takes things a step further with its customer feedback tools. You can use surveys to find out what’s working and what’s not, then tweak your content accordingly.

4. Automation and AI capabilities

Zendesk takes automation to the next level with features like Smart Ticket Automation. This tool handles routine inquiries automatically, cutting resolution times by 36%. Imagine having a virtual assistant that never sleeps, never complains, and always gets the job done.

Zendesk also shines with its AI Agent Assistance, which offers real-time support suggestions to your team. This feature alone can quadruple the number of resolved requests. And let’s not forget the Knowledge Base Improvements, which refine help article organisation and reduce wait times by a whopping 79%.

HubSpot Service Hub, on the other hand, focuses on keeping things personal while still leveraging AI. Its Breeze AI suite includes tools like Breeze Copilot, which helps draft responses faster, and Breeze Agents, which connect with knowledge bases to provide 24/7 automated support. These tools ensure your customers feel heard, even when a human isn’t directly involved. Plus, Breeze Intelligence taps into over 200 million customer profiles to improve targeting and insights.

5. Reporting and analytics

Zendesk gives you the power to customise reports based on specific metrics. Want to track ticket volume, customer feedback, or agent performance? Zendesk has you covered. Its tools, like performance reports and satisfaction ratings, let you monitor service quality in real time.

HubSpot Service Hub, on the other hand, focuses on simplicity. Its service analytics present key metrics like response time and customer satisfaction scores in a way that’s easy to understand. You don’t need a degree in data science to make sense of the numbers. This makes HubSpot a great choice if you’re new to analytics or just want something straightforward.

Ease of use

Zendesk's user experience

The Zendesk interface is clean, intuitive, and designed to handle high volumes of customer interactions without overwhelming you. Whether you're managing tickets, setting up workflows, or diving into analytics, Zendesk makes it easy to find what you need. You won’t feel like you’re navigating a maze of menus, everything is right where you expect it to be.

Here’s the kicker: Zendesk doesn’t just focus on functionality. It prioritises customer satisfaction. Studies show that 57% of consumers say excellent customer service influences their loyalty to a brand. Zendesk’s great design helps you deliver that kind of service effortlessly. Plus, 75% of customers are willing to pay more for a better experience.

The platform also excels in multi-channel support. You can manage emails, chats, and social media messages from one dashboard. No more juggling tabs like a circus performer. Zendesk’s automation tools take it a step further, streamlining repetitive tasks so you can focus on what matters, building relationships with your customers.

But what about the numbers? Customer satisfaction (CSAT) metrics show how well Zendesk meets expectations. These metrics don’t just measure happiness; they reflect how efficiently your team performs.

HubSpot's user experience

Its interface is simple, clean, and welcoming. You won’t need a manual to figure out how to use it. Everything is designed to be intuitive, so you can jump in and start solving customer issues right away.

What sets HubSpot apart is its seamless integration with its CRM. Imagine having a full view of your customer’s journey, from their first inquiry to their latest purchase, all in one place. This holistic approach makes it easier to provide personalised support. You’re not just answering questions; you’re building connections.

HubSpot’s multi-channel support is equally impressive. Whether your customers prefer WhatsApp, Slack, or email, HubSpot lets you meet them where they are. And because it’s part of the HubSpot ecosystem, you can manage customer interactions alongside your marketing and sales efforts.

The platform also shines in its simplicity. You won’t feel like you’re drowning in data or overwhelmed by options. HubSpot’s service analytics are straightforward, showing key metrics like response times and satisfaction scores in a way that’s easy to understand. This makes it perfect for teams that want actionable insights without the complexity.

Pricing comparison

Zendesk pricing tiers

Let’s talk Pounds and Rands, or in Zendesk’s case, tiers and features. Zendesk offers a range of pricing plans designed to cater to businesses of all sizes. Whether you’re a startup or a global enterprise, there’s likely a plan that fits your needs (and hopefully your budget).

Pro tip: Zendesk charges per agent, so costs can add up quickly if you have a large team. Make sure to calculate your total expenses before committing.

Zendesk also offers a free trial, so you can test the waters before diving in. But remember, the more features you need, the higher the price tag.

HubSpot pricing tiers

HubSpot Service Hub takes a slightly different approach to pricing. Instead of charging per agent, it uses a tiered system based on the number of users and features. This can be important if you’re managing a small team but still want access to powerful tools.

Here’s what HubSpot offers:

HubSpot also offers a free trial, so you can explore its features before committing. Its pricing structure is straightforward, making it easier to budget. Plus, the free plan is a nice touch for businesses just starting out.

Integration capabilities

Zendesk integrations

Zendesk knows how to play well with others. Its integration capabilities are like a social butterfly at a networking event, connecting with over 1,000 apps and tools to make your customer support system smarter and faster. Whether you’re using Salesforce, Slack, or Shopify, Zendesk ensures everything works together seamlessly. You won’t have to juggle multiple platforms or worry about data slipping through the cracks.

Zendesk also makes the setup a breeze. Its API is user-friendly, so you won’t need a degree in computer science to get started. Plus, its integrations are designed to scale with your business. Whether you’re a startup or a global enterprise, Zendesk grows with you.

HubSpot integrations

HubSpot Service Hub takes a different approach to integrations. HubSpot’s integrations don’t just save money, they save time. You can sync data across platforms, automate workflows, and keep your team focused on what matters most: your customers.

The best part? HubSpot makes integrations simple. Its marketplace offers hundreds of pre-built connections, so you can plug and play without breaking a sweat. Whether you’re using Zoom for meetings or QuickBooks for accounting, HubSpot ensures everything fits together perfectly.

Scalability and customisation

Zendesk's scalability

Zendesk is like enterprise-grade scaffolding, built to support your business as it grows layer by layer. Whether you're serving hundreds or millions of customers, Zendesk’s architecture is designed to scale without compromising performance. Its powerful ticketing system, automation features, and SLA management tools ensure you stay ahead of rising demand without drowning in support requests.

But Zendesk doesn’t just grow, it grows your way. With deep customisation options, you can tailor workflows, build custom dashboards, and integrate with over 1,000 third-party tools. It fits into your existing stack and evolves with your operations, so scaling doesn’t mean starting from scratch. You get control, visibility, and flexibility at every stage of growth.

HubSpot's scalability

It’s designed to help businesses scale without losing their personal touch. Whether you’re publishing blog posts, closing deals, or expanding into new markets, HubSpot keeps pace with your ambitions.

HubSpot doesn’t just help you grow, it helps you grow smarter. Its unified pricing structure simplifies scaling, while its tools for inbound marketing generate three times more leads at 62% less cost than outbound methods.

With over 248,000 customers across 135+ countries, HubSpot proves it can handle growth on a global scale. Whether you’re expanding your team or reaching new markets, HubSpot ensures you’re equipped to succeed.

Customer support quality

Zendesk's support services

Zendesk takes customer support seriously, and it shows in the way they measure and improve their service. They don’t just rely on guesswork, they use hard data to ensure you and your customers get the best experience possible. Here’s how they do it:

• Resolution effort metrics: Zendesk tracks how much time and effort agents spend on tickets. This includes how long they take to handle issues and how many times they need to touch a ticket before resolving it.

• Ticket reopen metrics: Ever had to call back because your issue wasn’t fixed the first time? Zendesk monitors how often tickets are reopened to identify areas where agents might need extra training.

• Next issue avoidance: This metric checks if agents are helping customers avoid future problems.

• Tickets solved: Zendesk keeps an eye on how many tickets are resolved. It’s a simple but powerful way to measure how effective their support team is.

• Reply time metrics: Speed matters. Zendesk measures how quickly agents respond to customer inquiries because no one likes waiting.

• Resolution time metrics: This tracks how fast issues are resolved, including first-contact resolution rates. Faster resolutions mean happier customers.

Zendesk’s approach to support feels like having a personal concierge for your business. They focus on efficiency and effectiveness, ensuring your customers leave satisfied. Plus, their data-driven methods mean they’re always improving.

HubSpot's support services

HubSpot Service Hub takes a different route. They focus on making support feel personal and approachable. It’s not just about solving problems, it’s about building relationships. When you use HubSpot, you’re not just getting a support team; you’re getting a partner who’s invested in your success.

One standout feature is their customer feedback tools. HubSpot lets you gather feedback through surveys, so you can understand what your customers love and what needs work.

Another highlight is their knowledge base. HubSpot makes it easy to create a library of helpful articles and FAQs. This empowers your customers to find answers on their own, which reduces the number of tickets your team has to handle. It’s a win-win.

HubSpot also excels in multi-channel support. Whether your customers prefer email, chat, or even WhatsApp, HubSpot ensures you’re reachable. And because it’s part of the HubSpot ecosystem, all your customer interactions are tied to their CRM. This gives you a complete view of each customer’s journey, making it easier to provide personalised support.

Best-case scenarios for each platform

When to choose Zendesk

Zendesk shines when your business operates on a large scale and handles a mountain of customer inquiries daily. If you’re managing a team that juggles multiple channels like email, live chat, and social media, Zendesk feels like the superhero cape your support team needs. Its robust ticketing system and automation tools ensure no query slips through the cracks.

Here’s where Zendesk truly excels:

• High-volume support: Shopify uses Zendesk to manage a flood of customer inquiries. The result? Faster response times and happier customers.

• Multi-channel mastery: AirAsia adopted Zendesk to streamline support across various channels. This move significantly improved their customer experience and loyalty.

Zendesk also works wonders for businesses that need advanced customisation. You can tailor workflows, forms, and even integrate tools like Calendly to fit your unique processes. Plus, if your team is spread across the globe, Zendesk’s scalability ensures everyone stays on the same page. Whether you’re a startup dreaming big or an enterprise managing thousands of tickets, Zendesk has your back.

Pro tip: If your business thrives on efficiency and needs a platform that can handle complex workflows, Zendesk is your go-to.

When to choose HubSpot Service Hub

HubSpot Service Hub feels like the friendly neighbour who always has the right tool for the job. If your business focuses on building relationships and fostering collaboration, this platform is a perfect match. It’s especially ideal for small to medium-sized businesses that want to integrate customer support with their CRM.

Here’s why HubSpot might be your best bet:

• E-commerce efficiency: Driverama leveraged HubSpot Service Hub’s API and custom objects to streamline operations for their online platform.

• Sales optimisation: Infermedica improved its sales processes and reporting by implementing HubSpot CRM.

• Cost-effective scaling: HubSpot helps businesses expand their support operations without increasing costs, thanks to its automation and self-service tools.

HubSpot’s strength lies in its simplicity and integration. Imagine having all your customer data, marketing campaigns, and sales efforts in one place. Plus, its knowledge base and feedback tools let you continuously improve your customer experience. If you’re looking for a platform that grows with you and keeps things personal, HubSpot is the way to go.

Cue: The best alternative

Why Cue stands out

If you’re tired of juggling multiple tools and still feeling like you’re running in circles, Cue might just be the breath of fresh air you need. Cue combines cutting-edge technology with a user-friendly design that makes life easier for you and your customers.

Cue stands out because it doesn’t just help you manage customer interactions, it transforms them. With AI-powered chatbots, real-time live chat, and multi-channel support, Cue ensures you’re always one step ahead. Whether your customers are chatting on WhatsApp, Facebook Messenger, or your website, Cue keeps everything in one place. No more tab-hopping like a caffeinated squirrel!

Cue helps businesses get more efficiency from their service, turning ineffective conversations into meaningful customer connections. By automating repetitive tasks, Cue frees up your team to focus on what matters, building relationships.

Key features of Cue

Cue packs a punch with features designed to make your support team look like rockstars. Here’s what you’ll love:

• Live chat with shared inbox: Manage all customer conversations from one centralised inbox. Whether it’s WhatsApp, Messenger, or web chat, Cue keeps everything organised and easy to access.

• AI-Powered chatbots: Automate routine queries with chatbots that don’t just answer questions, they engage customers. Plus, you can build these bots without any coding skills.

• Multi-channel support: Be where your customers are. Cue lets you handle interactions across multiple platforms seamlessly.

• Quick replies: Save time with pre-saved message templates.

• Analytics and reporting: Gain insights into customer interactions and team performance. Cue’s analytics help you spot trends and improve your strategy.

• Customisable web chat widget: Turn website visitors into loyal customers with a widget that matches your brand and captures leads effortlessly.

Cue pricing

Cue believes in keeping things simple and transparent. Its pricing plans are designed to fit businesses of all sizes.

Here’s the breakdown:

Get a free demo for Cue

With Cue's flexible pricing you can scale affordably as your business grows. Get a free demo of the Cue platform to see how we enable simplified support, boost efficiencies, while keeping your customers smiling.

Here’s why you should grab that free demo today:

1. See Cue in action: You’ve read about the features, but nothing beats seeing them live. Watch how the shared inbox organises conversations or how the AI-powered chatbots handle routine queries like pros.

2. Explore multi-channel support: Whether your customers prefer WhatsApp, Facebook Messenger, or web chat, Cue’s demo shows you how to manage it all from one place. No more switching tabs like you’re in a browser Olympics.

3. Test the customisation: Want to tweak workflows or design a chatbot that sounds like your brand? The demo lets you experiment with Cue’s customisation tools.

4. Get insights with analytics: Dive into the reporting tools and see how Cue tracks customer interactions. You’ll discover how to turn data into actionable strategies that improve your service.

Why wait?

Every moment you spend without Cue is a moment your competitors might be gaining an edge. Why let them have all the fun? With Cue’s free demo, you’ll see how easy it is to streamline your support and wow your customers. So, what are you waiting for? Say hello 👋 to faster customer service today!

Frequently asked questions

Can I use both Zendesk and HubSpot Service Hub together?

Technically, yes! Both platforms offer integration options. However, using both might feel like wearing two watches, unnecessary and a bit confusing. Choose the one that aligns best with your business goals to avoid overcomplicating your workflow.

Do Zendesk and HubSpot Service Hub offer free trials?

Yes, both platforms offer free trials. Zendesk lets you explore its features for a limited time, while HubSpot even has a free plan with basic tools.

How does pricing compare between Zendesk and HubSpot Service Hub?

Zendesk charges per agent, which can add up for larger teams. HubSpot uses a tiered system based on features and contacts. If you’re budget-conscious, HubSpot’s free plan or Starter tier might be a good starting point.

Can Cue handle multi-channel support like Zendesk and HubSpot?

You bet! Cue’s multi-channel support lets you manage WhatsApp, Facebook Messenger, and web chat from one centralised inbox.