Key Capabilities of Service Hub
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Connected: Service Hub is a component of HubSpot Smart CRM, which means you’ll have a complete view of customer interactions in one place. This powers businesses to pinpoint significant opportunities for bolstering customer connections with context for marketing, sales, and service.
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Productive: Drive team efficiency by automating processes, eliminating manual tasks, streamlining ticketing, providing self-service for customers, and creating avenues for personalizing communications.
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Engaged: Provide the customer service tools to help you deliver authentic service and grow better by putting the customer first.
Connected
What Intercom Offers:
- Intercom allows you to organize your inbox by team; because every team has their own workspace, they can easily see and manage the conversations assigned to the group, ensuring everyone remains on the same page.
- Intercom surveys connect you to customer insights, which can be used to create more customized customer experiences and drive business growth. To gain access to surveys, this requires add-ons.
What Sets HubSpot 
- HubSpot's shared inbox provides a comprehensive solution for integrating communication channels such as live chat, Facebook Messenger, chatbots, team email, and more. This universal inbox allows sales, marketing, and customer service teams to easily view, manage, and respond to all conversations in one place, using free tools.
- There are tools to help increase collaboration between Service, Sales and Marketing such as Playbooks, Email Templates, sequences and Meetings. No connectors or data sync required!
Service Hub customers with every size of company see their ticket close rate increase by 24% or more after 12 months. (HubSpot Annual ROI Report)
Productive
What Intercom Offers:
- Intercom provides a number of chatbots such as an article suggestions bot, conversation routing bot and lead qualification bot, all of which provide proactive support, enabling agents to focus on the more important tasks at hand.
- Intercom’s team performance provides you with insights into your team's customer engagement and customer support efforts. The team performance report requires add-ons.
What Sets HubSpot
- Service Hub helps you stay organized and streamline your service processes through a single source of customer information in the CRM. And you can set custom statuses for tickets ensuring your ticket pipeline works for you and your process.
- Service Analytics offers a comprehensive reporting tool to track customer satisfaction, team performance, and support volume, enabling users to filter data and share reports to help you optimize and manage service teams at scale.
Service Hub customers see an average increase of 324% in tickets closed after 12 months. (HubSpot Annual ROI Report)
Engaged
What Intercom Offers:
- The Intercom Messenger allows you to respond and manage users' conversations. It can be added to your website or app to foster ongoing engagement with customers and create lasting relationships.
- Message goals in Intercom allow you to use a piece of data from the platform (e.g. event or a user attribute), to measure overall effectiveness. This allows teams to remain engaged and ensure they are hitting benchmarks. Message goals require add-ons.
What Sets HubSpot
- Service Hub deepens customer relationships by providing a suite of tools designed to make it easier for customers to get in touch with your support team and self service their inquiries with Knowledge Bases.
- With Omni-Channel Messaging, Customer Portals, CSAT Surveys and Conversation Intelligence, these features can help create a better customer experience and foster loyalty.
Customers who own Service Hub for 7-12 months see a higher ticket close rate than customers who own Service Hub for less time. (Hubspot Annual ROI Report)
| Feature |
HubSpot
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Intercom |
|---|---|---|
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Base License
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Service Hub Enterprise
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Intercom Advanced
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Knowledge Base
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Chat Bots
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$$$ Priced per Resolution |
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Conversation Routing
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Shared Inbox
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Workflow Automation
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SLA Management
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Conversation Tagging
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Team Macros
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CSAT Surveys
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$$$
Requires Surveys Add-on |
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Product Library
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Playbooks
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Customer Portal
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Omni-Channel Routing
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Conversational Intelligence
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Phone Numbers Provided
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55% of Service Hub Professional and 68% of Enterprise customers display high Service Hub feature usage. (HubSpot Annual ROI Report)
Read more in the HubSpot Annual ROI Report.
We committed to using the HubSpot CRM Platform as our single source of truth across marketing and sales. Our goal is to [replace] Intercom eventually
Fabrice Renucci
VP of Marketing
SeedLegals
HubSpot is trusted by over 177,000 businesses in more than 120 countries.
Comparison Library
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App Ecosystem
HubSpot helps seamlessly integrate customer service tools that you and your team already leverage.
Conversation Intelligence Software
Easily track your service team's performance and unlock coaching opportunities with AI-powered insights.
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