Exceptional customer support is, in many ways, similar to a fine dining experience. Queries are quickly responded to. Any gap in knowledge is thoroughly explained in the way a sommelier introduces wine. Complaints are paired off with sincere apologetic gestures, sometimes with complimentary blessings courtesy of the house. In a nutshell, it makes you feel good about using a product. And what better way to highlight customer service than by matching up the fine dining equivalents of the customer support software world: Freshdesk vs. Hubspot Service Hub.
To know which of the two platforms deserves your hard-earned dollars, we will compare their core features, costs, usability, and key integrations. This guide also highlights scenarios in which each platform shines. In the end, you will be able to identify which platform suits your needs best.
Freshdesk vs. Hubspot Table of Contents
Before we get down to the comparison of Freshdesk and HubSpot Service Desk, let’s first take a look at the significance of customer support in today’s business landscape. Customer service initiatives come as vital cogs in any industry since these partially mold a customer’s experience with a product or service. To be more specific, exceptional customer support leads to higher sales and brand loyalty. And recent customer support software statistics back this up.
According to a 2021 report, 91% of consumers are more likely to buy again from a brand after a positive customer service experience. Similarly, 78% will forgive mistakes after experiencing exceptional service. As such, businesses have stepped up their game in doling out rewarding customer experiences. Besides investing in customer experience management platforms, they have placed a higher premium on customer support by leveraging more technology.
Source: Salesforce 2021
As a result, the market size of the customer self-service software market is projected to grow from $5.2 billion in 2017 to an impressive $18.14 billion by 2025, with annual growth of over 16.9%. And this is only for a single type of customer service software.
Not investing in a reliable platform might lead a brand’s competitors to gain a larger share of the market. After all, customers treasure the experiences derived from excellent customer support. For this reason, we elected to match up two of the leading customer support platforms around, Freshdesk vs. HubSpot.
Overview of Freshdesk and HubSpot
Freshdesk
Freshdesk is an all-in-one customer support system that enables businesses of all scales to streamline their customer service activities across multiple channels. It comes with automation features that optimize routine tasks and automatically prioritize and assign tickets to the right teams. In addition, the software carries a host of collaboration tools like shared ticket ownership and ticket-splitting and detects agent collisions.
Freshdesk goes the extra mile by empowering contact centers with its built-in phone system, which allows them to operate without VoIP phones. It also has gamification solutions that make the customer support process more engaging for agents. Moreover, the platform provides customizable tickets and self-service portals, real-time reports and analytics, and a team inbox. Freshdesk has over 1,000 integrations in its marketplace, including Facebook, Twitter, Slack, and Shopify.
Freshdesk
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HubSpot Service Hub
HubSpot Service Hub is an end-to-end customer support system that helps businesses of all scales vastly improve customer experiences with intuitive easy-to-use solutions. It has a dashboard and inbox dedicated entirely to conversations, allowing users to keep track of every interaction in real-time. To maximize interactivity, the platform carries a customer portal, omnichannel messaging tools, and chatbots.
Besides conversations, HubSpot Service Hub is packed with functionalities that streamline the entire customer support process. It has a comprehensive ticketing system that enables service teams to track, respond to, and resolve customer needs. Moreover, the system automates the ticketing process, accommodates multiple ticket pipelines, has knowledge management tools, and even handles VoIP calling. HubSpot Service Hub integrates with other HubSpot products, Google tools, Mailchimp, and Stripe.
HubSpot
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Comparison of Freshdesk and HubSpot
Core Features
Our first stop in this Freshdesk and HubSpot Service Hub comparison is their key features. Both belonging to the top tier of the customer support sphere, the two platforms have gained large user bases, thanks to their core functionalities, with each having a distinct edge in certain areas.
Unified Inbox
A unified inbox consolidates all email messages from customers in one place, which can be viewed and accessed by customer support teams. Both Freshdesk and HubSpot brandish a host of comprehensive solutions for it, albeit with slightly different approaches. They also have agent collision detection features, which prevent agents from concurrently working on the same ticket.
Instead of using just a standard unified inbox, Freshdesk operates an email helpdesk ticketing system. It can automatically turn incoming emails into tickets and have users assign them to members of the customer support team. To eliminate confusion, agents can color-code emails by their priority levels or statuses. The system also leverages custom automated workflows to make task categorization, routing, and tracking processes quick and seamless.
On the other hand, HubSpot Service Hub’s conversations inbox centralizes not only emails but also messages from other communication channels in one location. To easily track and respond to concerns, the system has numerous filters and views to choose from. It also categorizes the messages so agents need not switch screens or worry about formats when replying. Moreover, agents can use the comments tab to post notes regarding certain customer concerns and update their current status, whether they’re on duty, on break, or have completed their shift.
Ticket Management
Ticketing involves logging in customer concerns and documenting what transpired during initial contact. Both Freshdesk and HubSpot Service Hub excel in this area as the two have a comprehensive take on the matter and support task automation. The two enable users to set rules for routing, categorization, prioritization, and designation, which prime the systems to automatically perform tasks.
Despite their sophisticated features, both systems simplify the ticketing process with comprehensive ticket forms and the ability to have multiple ticketing pipelines. They also allow users to see the ticketing history of each customer, so chronic issues can be mitigated and expedited. Moreover, data from the ticketing system is automatically updated in the platform’s other modules to further speed up work.
HubSpot pairs its ticketing with analytics so users can track pertinent info like the rate of customer conversations and tickets over time. In regard to its Freshdesk comparison, the platform’s ticketing approach is leaner and easier to maneuver.
Meanwhile, Freshdesk equips its ticketing system with a bombardment of useful features. It has solutions for SLA management and field service ticketing for remote site concerns. The software’s AI also suggests helpful articles at the end of each customer inquiry that can aid agents in solving the mentioned concerns. Furthermore, users can split or merge tickets whenever the situation calls for it. Freshdesk clearly has a more utilitarian approach in this regard.
Freshdesk enables you to split, merge, or link tickets
Self-Service Portal
Self-service portals are digital pages on which customers can find answers to their concerns, powered by a knowledge base and sometimes chatbots. Both Freshdesk and HubSpot carry extensive content management tools for creating articles for the knowledge base. They allow multiple parties to build the knowledge base, provide access controls, and offer customization. In addition, the two platforms belong to a software suite and, as such, seamlessly integrate with the other platforms built by their respective developers. The two also support chatbots and the creation of tickets within the portals should the concerns be beyond the scope of the knowledge bases.
A feature that could draw people to Freshdesk here is its ability to generate forums. Businesses can use the software to create online discussion boards where their staff and customers can exchange ideas and practices to arrive at the best possible solutions. The forums also potentially serve as spaces on which updates are posted. Besides this, the platform’s AI enhances support by analyzing the concerns and linking customers to helpful articles. In regard to its HubSpot comparison, Freshdesk carries a more expansive self-service portal toolset.
On the other hand, HubSpot leverages workflows and productivity tools to ensure that the experience of using the portal is smooth. Users can also include snippets in the pages to speed up resolutions.
Communication System
Freshdesk and HubSpot present similar offerings when it comes to communications. Both platforms come with omnichannel communications solutions to help users nurture and build on their customer relationships. Switching between channels is effortless since each they are neatly laid out on the platform. For Freshdesk, its interface itemizes the channels on the main menu while HubSpot embeds the options within each ticket.
The channels supported by both platforms include email, live chat, social media, web and self-service, and telephony. Since the two are powered by custom workflows, users can automate the routing, assignment, and resolution of tasks. Moreover, the layouts afforded by both programs give users a full view of every interaction that requires a response.
Although both platforms integrate with Facebook, the difference between Freshdesk and Hubspot is that the former included Twitter on its list of integrated channels and adopts an email ticketing system. Twitter, due to its widely accepted use of hashtags, has become a tool for customer support used by many brands, and Freshdesk picked up on this fact.
Meanwhile, HubSpot bundles its shared inbox with its communication tools so users can quickly resolve tickets and respond to online queries.
Customer Management
Customer management, in software terms, pertains to features that enable users to manage their relationships with their clientele. HubSpot Service Hub bears an edge in this department since it is powered by a CRM. This means you can store and organize contacts, centralize communications, collaborate with the sales team, and map out their customer service experience, among many other functionalities, on one platform.
Meanwhile, Freshdesk seamlessly integrates with its developer’s CRM, Freshsales as well as third parties like Zoho CRM and SugarCRM. By setting up a CRM integration, the software’s capabilities are expanded. As such, users can view stored customer details, update lead and customer information, and closely work with the sales team.
To counter its lack of dedicated CRM tools, Freshdesk offers deep customization features for most aspects of customer service and communications. HubSpot, on other hand, does not require added software to perform CRM, which links smoothly with its ticketing and communication functionalities.
HubSpot Service Hub is powered by a CRM so it has built-in tools for customer management
Reporting and Analytics
Customer service systems quantify user productivity, performance, customer information, and transactional data by producing detailed reports and insights. Analytics enables brands to form strategies out of the insights generated, which is why 94% of business analytics professionals admit that analytics is critical to their company’s digital transformation.
In regard to Freshdesk vs. HubSpot, both platforms go deep with their reporting features. The two systems track workforce productivity, ticketing statuses, service levels, and customer satisfaction. Freshdesk holds the advantage when it comes to personalization since it allows users to customize and schedule reports. Meanwhile, HubSpot has the edge in presenting information, given how easy it is to track and measure KPIs using the platform.
All in all, Freshdesk provides more features while HubSpot Service Hub placed a higher premium on usability.
Freshdesk vs. HubSpot Service Hub Core Features Key Takeaways:
- In this Freshdesk and HubSpot comparison, we see that the two have slightly different approaches to streamlining customer service but are both effective at it with a wide array of solutions provided.
- Freshdesk carries the more diverse toolset, going the extra mile in offering solutions for ticketing, communications, reporting, and self-service portals.
- HubSpot Service Hub has the edge when it comes to its centralized communication, CRM, presenting information, and user-friendliness.
Integrations
Integrations expand the inherent capabilities of software solutions to thoroughly optimize business processes. This is why many of the leading customer service solutions integrate with as many widely used platforms as possible. And Freshdesk and HubSpot come as foremost examples of well-integrated systems. Both platforms boast over a thousand integrations covering a range of business areas, from sales and marketing to CRM and social media. In fact, the two platforms integrate with one another.
The two are evenly matched when it comes to the listed integrations. However, HubSpot has the bigger potential to carry solutions that cater to a brand’s special needs. Unlike Freshdesk, it bears an API framework, which empowers users to have solutions customized. This proves to be instrumental if none of the third-party integrations are leveraged by users.
On the other hand, Freshdesk effectively leverages its social media integrations, especially Facebook and Twitter, as a means of administering and tracking communications with customers.
Freshdesk vs. HubSpot Service Hub Integrations Key Takeaways:
- Both Freshdesk and HubSpot Service Hub boast more than 1,000 integrations.
- The integrations of HubSpot and Freshdesk cover every possible business need, from sales to cloud storage.
- HubSpot offers API integrations that pave the way for customized solutions.
Pricing
Both Freshdesk and HubSpot base their plans on the size and performance of an organization, with the number of features increasing through each tier. Based on sticker price alone, Freshdesk appears as the cheaper option as its three plans range from $15/user/month to $79/user/month, compared to HubSpot’s range of $45/2 users/month to $1,200/10 users/month.
However, to avail of its omnichannel solutions, on top of its customer support packages, you’ll have to subscribe to a different set of higher-priced plans, ranging from $29/user/month to $99/user/month. This makes Freshdesk the pricier option of the two. But if we factor in the number of functionalities at your disposal, Freshdesk offers more, thus it is the better option for larger operations.
Interestingly, the two offer particularly generous free plans. In Freshdesk’s case, it accommodates unlimited users while offering solutions like email and social ticketing, team collaboration, knowledge base, and ticket trend reporting. Impressive as those are, HubSpot’s free plan comes as the superior package. It offers a staggering number of free tools like ticketing, email scheduling, shared inbox, ticket pipelines, bots, and templates, among many others. Like Freshdesk, it accommodates unlimited users.
Freshdesk offers a 14-day free trial and plan add-ons like additional bot sessions ($75/1,000 bot sessions/month) and field service management ($15/field employee/month).
Freshdesk offers a free plan, three paid support desk plans, and three paid omnichannel plans
Freshdesk vs. HubSpot Service Hub Pricing Key Takeaways:
- Both Freshdesk and HubSpot offer generous free plans and tier pricing based on the size and performance of an organization.
- HubSpot’s free plan carries more features, thus making it a better choice for micro and small businesses.
- Freshdesk offers more flexibility with its seven plans and two add-ons. The platform also has more functionalities, which is why it’s the more ideal option for upper-mid-sized and large businesses.
Ease of Use
A platform may have the most advanced functionalities but if its features are tough to use, it might cause more problems than the workflows it’s supposed to streamline. Fortunately, despite their expansive toolset, Freshdesk and HubSpot are easy to use. The major functionalities are easy to access from the home screen while additional functions are placed in visible sections.
Freshdesk nicely lays out its modules on the left sidebar on the home screen, and the same goes for major features in succeeding screens. The screens vary depending on the features accessed, from rows of tickets with right panel controls to an email-like screen for messaging. It manages to fit its massive toolset within its modules and furnishes a straightforward process for each of its functions. As such, the platform ensures ease of use in its features.
On the other hand, HubSpot utilizes the top bar as the main menu and relegates the left sidebar as a submenu for functionalities that require them. It also leverages pop-ups for action controls such as creating workflows or prompting communication channels. Moreover, it utilizes fairly large fonts so older users won’t have trouble accessing any of the features. In regard to its Freshdesk comparison, it counters Freshdesk’s simple layout with a more dynamic approach not limited by the space constraints of a left sidebar. With this, HubSpot scores even higher in user-friendliness.
HubSpot Service Hub makes communication and the creation of tickets easy with its dynamic use of menus and popups
Freshdesk vs. HubSpot Service Hub Ease of Use Key Takeaways:
- Both platforms effectively distribute their expansive toolsets within their modules, making them easy to navigate, access, and execute.
- Freshdesk utilizes the left sidebar for its modules and major functions. This simplifies the process of accessing and using features.
- HubSpot leverages the top bar for main menus and has a dynamic interface with easy-to-access controls. Non-tech-savvy users will not have trouble using any of the functionalities.
Getting Started
Freshdesk and HubSpot are cloud-based platforms. This means users need not install programs to get started. Instead, the platforms only require a username and password to access their interfaces. The setup processes are also simple, even for sophisticated functionalities like multichannel support and creating workflows.
For Freshdesk, the platform provides an email address per user but also accommodates existing email addresses for its email ticketing solution. However, customer messages in non-Freshdesk addresses should be forwarded to the Freshdesk email for them to be processed and ticketed. Other functions like connecting channels for ticketing follow a straightforward approach. The same goes for creating custom tickets for which the platform provides clear instructions and action controls.
Similarly, HubSpot carries a simplified approach for setting up its multichannel solutions. The interface presents easy-to-access modules for each channel as well as how to configure bots. In setting up the conversations tool, HubSpot links to an existent email address and prompts a fallback address that will serve as a backup and possible receiver of updates to keep the main address free from non-customer-related messages. It also provides access controls to administrators and clearly defines all the ticketing functions.
In a nutshell, the difference between HubSpot and Freshdesk is that the latter offers a clean and clear set-up workflow while the former presents a dynamic approach that goes the extra mile to make the process easy. The latter bears a slight edge in this regard.
Freshdesk vs. HubSpot Service Hub Getting Started Key Takeaways:
- Setting up both platforms only requires a username, password, and email address.
- Freshdesk provides an email address that takes in customer messages that can be turned into tickets.
- HubSpot Service Hub details all the channels and provides clear instructions on how to make each work.
Use Cases
Leading customer support platforms like Freshdesk and HubSpot Service Hub carry tools that not only streamline but also expand the capabilities of customer service initiatives. Both applications have solutions that are useful to businesses of varying scales belonging to a wide range of industries. And this starts with centralizing communications, with the two offering shared inboxes that make customer emails easy to see and respond to.
In the case of HubSpot, since it provides a more generous free plan, the platform will be a likely pick for smaller companies. The platform enables businesses like restaurants and online sellers to respond to numerous customers even with a limited workforce through its conversations tool. Not only does it consolidate emails, but it also brings together communications from various channels, including social media, into one screen. This ensures improved service levels.
As for Freshdesk, its vast number of features suit the needs of bigger operations. The support teams of large retailers and service providers get to collaborate across various communication channels. For chronic and complex issues, the platform allows teams to split tickets for compounded concerns and merge those that come from a single customer or household. Moreover, it automatically detects thank you messages and agent collisions, which keep multiple agents from working on the same ticket. This raises the operational efficiency of mid-sized and large-scale customer support initiatives.
Freshdesk gives you a clear overview of your ticketing status from the get-go
Freshdesk vs. HubSpot Service Hub Use Cases Key Takeaways:
- Both Freshdesk and HubSpot Service Hub come as ideal customer support solutions for many business needs.
- Freshdesk streamlines large-scale support operations with its massive toolset for ticketing, collaborations, and workforce management.
- HubSpot shines in centralizing communications, including emails and social media, on one screen.
Freshdesk vs. HubSpot: Comparison Table
| Freshdesk | HubSpot Service Hub | |
| Ideal for |
|
|
| Use cases |
|
|
| Core Features | ||
| Unified Inbox | ✓ | ✓ |
| Ticket Management | ✓ | ✓ |
| Self-Service Portal | ✓ | ✓ |
| Communication System | ✓ | ✓ |
| Customer Management | ✓ | ✓ |
| Reporting and Analytics | ✓ | ✓ |
| Key Integrations | ||
| Google Workspace | ✓ | ✓ |
| ✓ | ✓ | |
| Slack | ✓ | ✓ |
| Trello | ✓ | ✓ |
| Pricing | ||
| Starts from | $15/user/month | $45/2 users/month |
| No. of plans | 7 | 4 |
Freshdesk vs. HubSpot: Which is Better?
Freshdesk and HubSpot Service Hub are two of the best customer support software solutions on the market, which is why they are most likely part of many buyers’ lists of options. While both platforms similarly provide flexible solutions and are useful to most industries, their differences are what make them ideal for particular business scales.
Freshdesk maintains an edge over HubSpot Service Hub when it comes to its solutions for ticketing, self-service portals, communication, custom reports, and plan flexibility. On the other hand, HubSpot has the advantage when it comes to user-friendliness, integrations, centralized communications, and the value of its free plan. Since Freshdesk has a more comprehensive approach to customer support, it’s the better choice for upper-mid-sized businesses and large enterprises. Meanwhile, HubSpot is ideal for small businesses given the generous offerings of its free and lower-tiered plans.
Should you wish to know about the most recent developments surrounding digital customer service, you can check our guide on the latest customer support trends.
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