Key Capabilities of Service Hub
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Connected: Service Hub is a component of HubSpot’s AI-powered 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 Zendesk Offers:
- Zendesk has an extensive Marketplace that allows customers to integrate third party tools.
- To foster collaboration and communication between Service and Sales, Zendesk users will be required to purchase Zendesk Sell.
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 Zendesk Offers:
- Zendesk Support organizes agents into appropriate groups and sorts tickets into views, ensuring that each ticket is presented to the most suitable agent for resolution.
- Bots boost customer engagement with timely advice and keep agents focused on crucial tasks. Integrate your own chatbots or use a third-party chatbot builder, which typically 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.
- HubSpot helps 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 Zendesk Offers:
- Zendesk tools foster customer engagement by enabling users to submit inquiries and give feedback, monitor ticket status, access self-help knowledge bases, and obtain prompt responses.
- In Zendesk, users have the ability to create CSAT surveys. To craft custom surveys or enhance existing survey options, users will typically have to rely on integrations and API implementations.
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.
- Omni-Channel Messaging, Customer Portals, CSAT Surveys and Conversation Intelligence features 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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Zendesk |
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Base License
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Service Hub Enterprise
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Zendesk Service Enterprise
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Conversation Routing
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Knowledge Base
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Live Chat
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Customer Portal
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Channel Switching
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Conversational Intelligence
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Workflow & Approval Automation
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Service Mobile App
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SMS Hosted Support
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Phone Numbers Provided
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Playbooks
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Custom Surveys
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Multiple Custom Ticket Status
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Add 50 different pipelines, with custom ticket status
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Can only customize the ticket status across the platform
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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.
We can identify and fix issues on the spot with HubSpot, unlike Zendesk where marketing and service were in two different worlds… Anytime you have a more robust picture of a customer, your interactions with the customer are going to be better. HubSpot gives us that complete picture.
Rick Raven
Director of Customer Success
Studio Designer
HubSpot is trusted by over 177,000 businesses in more than 120 countries.
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Comparison Library
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Use HubSpot Service Hub to provide seamless, fast, and delightful customer service.
