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. Pinpoint 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 Salesforce Service Cloud Offers:
- Service Cloud analytics help agents make more informed decisions throughout conversations by providing them with key performance indicators about their service data.
- Through knowledge bases, agents can connect their customers to the information they need; articles may include information on process, frequently asked questions, or how-to’s. In order to get access to a read/write knowledge base, add-ons are required.
What Sets HubSpot 
- Service Hub enables businesses to provide personalized customer service, marketing, and sales experiences, resulting in increased customer engagement and insights that power your whole front office.
- 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 Salesforce Service Cloud Offers:
- With omni-channel routing, agents are able to provide more methodical support by routing cases to the right agent. Cases can be routed to agents based on their skillset and availability.
- Service Cloud Einstein offers Einstein Article Recommendations which help agents find knowledge articles at a faster rate to answer customer’s inquiries. Service Cloud Einstein 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 HubSport Smart CRM. Set custom statuses to ensure your ticket pipeline works for you.
- Store, track, manage, and report on tickets customers make throughout the service process, with custom reporting to ensure you’ve got the data to continue growing. Service Analytics offers a comprehensive reporting tool to track customer satisfaction, team performance, and support volume.
Service Hub customers see an average increase of 324% in tickets closed after 12 months. (Hubspot Annual ROI Report)
Engaged
What Salesforce Service Cloud Offers:
- Service Cloud allows you to connect with customers and keep them updated using a number of different channels including email, messaging, social, and web.
- Service Cloud’s Self Service portal provides customers with an online support channel to resolve their issues without the need to contact a service agent. Self Service portals 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
|
Salesforce |
|---|---|---|
|
Base License
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Service Hub Enterprise
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Service Cloud Enterprise
|
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Ticket Routing & Pipelines
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|
|
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Conversation Routing
|
|
|
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Knowledge Base
|
|
$$$ Requires Read/Write access add-on |
|
Live Chat
|
|
$$$ Requires Visual Remote Assistant add-on |
|
Customer Portal
|
|
$$$ Requires Self-Service Portal add-on |
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Conversational Intelligence
|
|
$$$ Requires Einstein Conversation Insights |
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CSAT Surveys
|
|
$$$ Requires Feedback Management add-on |
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Mobile Messaging
|
|
|
|
Agent Presence in Inbox
|
|
|
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Knowledge Base with Single Sign On
|
|
|
|
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55% of Service Hub Professional and 68% of Enterprise customers display high Service Hub feature usage.
Read more in the HubSpot Annual ROI Report.
With Salesforce, you had to basically teach yourself and just wing it. But HubSpot assigned us an implementation manager and set up a schedule. We knew exactly what we needed to do at each stage. Now that sales, marketing, and customer data all live inside HubSpot, Stephanie no longer spends hours pulling data from multiple tools, and the data is more complete and accurate.
Stephanie Hunter
COO and Co-Founder
Ving
HubSpot is trusted by over 194,000 businesses in more than 120 countries.
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Comparison Library
Picking customer service software to run your business is not a decision you make lightly. We’re here to make it easier.
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App Ecosystem
HubSpot helps seamlessly integrate customer service tools that you and your team already leverage.
Free Ticketing Software
Keep track of customer requests in one unified help desk that connects to your CRM database.
Delight More Customers with HubSpot today.
Use HubSpot Service Hub to provide seamless, fast, and delightful customer service.
