In your assessment of HubSpot Support Hub vs. Zendesk, has the possibility of not having a customer service portal ever occurred to you? Considering how corporations often handle their consumers, it seems as if many have considered it.
Customers are, quite simply, the only basis for the existence of a firm. Despite this self-evident reality, clients are often not treated with the dignity and appreciation they deserve.
Too many firms neglect to show their appreciation for their consumers or to cultivate a connection with them. Numerous people are now bearing the brunt of the repercussions.
According to a Bain & Company poll, although 80% of organizations thought they provided a better customer experience (CX), just 8% of their consumers agreed.
The majority of corporate executives do not deliberately disregard CX or consumers – they just do not grasp their customers’ requirements, expectations, and definition of effective CX, or they fail to respond.
To obtain better outcomes, you must first have a deeper grasp of their ideal CX, then execute adjustments to accomplish it, and last, make CX a company-wide endeavor rather than the duty of a single department.
However, it all begins with selecting the appropriate tools for the job and learning how to utilize them. Let’s compare HubSpot Service Hub and Zendesk to see how their features stack up and to choose which one is the best match for you.
Zendesk vs Hubspot 2022 – Comparison Between The Best Two Software
What is Hubspot?
HubSpot Sales Hub is a cloud-based sales automation platform for automating and speeding up company operations. It helps sales representatives to connect with the most qualified prospects and turn them into profitable agreements.
Users have access to CRM tools that enable them to record and track client interactions, details, and engagement history. HubSpot Sales Hub helps sales teams to create and manage numerous sales pipelines for improved sales process visibility.
Customers may use the software to create automated processes and easily integrate contact information to increase the effectiveness of email marketing.
What is Zendesk?
Zendesk Sell was formerly known as Base and is a cloud-based customer relationship management and sales productivity solution for mid-sized and corporate organizations.
It is a robust, all-in-one sales platform that optimizes data collection among sales reps and gives meaningful, measurable insights for revenue and performance improvement.
Zendesk Sell has an intuitive user interface, an intuitive dashboard, and productivity tools that simplify operations. It applies to a wide range of sectors, including solar, medical services, software development, and manufacturing.
What To Consider Before Buying?
Purchasing new customer service software requires due diligence. You want to ensure that your customer care staff can properly use the new technology to provide your customers with an improved customer experience.
Consider the following critical factors when purchasing HubSpot or Zendesk:
Reporting and Metrics Options:
Using your new software to provide service to your clients should result in an improvement in customer satisfaction. The level of happiness of your consumers is strongly tied to the quality of your help.
The most effective method for monitoring the quality of your customer assistance is to use simple-to-understand metrics and reports.
Metrics supplied by your help desk may offer insight on your team’s most productive hours, response times, commonly asked questions, customers who read knowledge base articles, and which stored responses are most often utilized.
This understanding is crucial for you to plan and maintain a high level of customer service. After carefully considering these factors, it’s time to read the reviews to discover what genuine people have to say.
Regardless of the size of your team, your customer support solution should enable effective cooperation among all members.
Look for a tool that assists everyone in remaining on the same page. Your objective should be to avoid any uncertainty about follow-ups by picking software that prevents client communications from being lost in the flow.
For example, certain customer support solutions may offer a warning if a ticket is being worked on by two agents to avoid duplicate follow-up.
Most likely, your program will contain sensitive data, such as confidential client information. Security is critical to assist in the protection of your customers’ information. Look for a tool that assigns permissions depending on a user’s role.
This assists in restricting access to certain portions of the program. Additionally, you may choose to choose a help desk that supports two-factor authentication to prevent fraudulent access.
Before contacting any help desk, consider the additional security for the data you keep. Certain data needs help desks that are HIPAA or GDPR compliant.
Options for integration and customization:
When selecting a ticketing and service software, it’s critical to evaluate the tools you’ll be integrating with the new program. Your support and service software should provide integrations to ensure that your operations are as fluid as possible.
Additionally, check for customizable sections such as reports, dashboards, and self-service areas. This will assist you in providing the specific sort of service you want for your consumers.
Be realistic about the price you’re prepared to spend for high-quality service management software. Calculate the tool’s return on investment to assist you in determining how much to spend for new customer support software.
While discounted rates and free trial versions of the software are alluring, take in mind the long-term costs. Frequently, you must pay add-ons and upgrades to make use of all of a customer support tool’s excellent features.
HubSpot offers an intriguing free-forever promise that enables you to utilize a substantial portion of the service for free.
Consider all pricing variables while shopping for software to guarantee that you get all the features you want in a single bundle at a fixed price.
Zendesk Vs Hubspot: Brand Identity
While individuals may have little affinity for the identity of a company with whom they work, it is often a strong predictor of how well you will work together. The principles, motivations, and objectives of a firm may reveal a great deal about them.
For instance, an environmentally conscious business may anticipate collaborating with a cosmetics firm founded to demonstrate that flawless-looking, high-quality beauty products can be developed without causing damage to animals or the environment.
Why? Because they have common objectives and ideas. If your business objectives do not mesh with those of your business software provider, their aims and principles may drive them to make modifications that no longer meet your requirements in the future.
Zendesk began as a conversation between friends over a few drinks about how chaotic the customer support profession had become. They had unknowingly chosen to launch a customer service firm based on the premise that customer service did not have to be so hectic.
True to its beginnings, Zendesk is a lighthearted company that aspires to make the world a better place and to improve people’s experiences in it.
It is a people-oriented organization that promotes volunteerism, friendliness, equality, diversity, and honesty. The firm is proud of its causes, ideas, objectives, and even its demographics.
They are not doing so because they believe they are a haven of social justice that can do no wrong, but because they recognize that everyone has unconscious prejudices that need to be addressed. They are well aware that their portrayal is less than perfect.
They feel, however, that avoiding these subjects and refusing to have an open and honest discussion about them would only exacerbate problems. That is why they publicly exhibit their figures as evidence of awareness and a willingness to improve, rather than ignoring the issue to conceal their diversity problems.
They have a resource organization for practically every minority group and underprivileged community imaginable. They put their money where their mouth is, and they want to set a positive example for the rest of the globe while also providing a safe working environment for their workers.
Their mission is to make a good effect on everyone and to inspire others to do the same.
HubSpot’s founders realized that an increasing number of consumers were learning how to avoid intrusive marketing and sales interruptions. They recognized that clients still had unresolved difficulties.
Simultaneously, they want a firm that would assist them in resolving the issue, not nag them about it.
However, if customers deliberately reject sales and marketing activities, how can a firm assist them in resolving their issue? They were fully aware of the conventional idea that you needed to be a vicious, cold-blooded shark to succeed in business, but they rejected it.
They were not convinced that business had to be a zero-sum game in which making a transaction and acquiring a client always results in the consumer losing.
Rather than that, they wanted to develop a new business model in which you just provide things, services, and content that add value to your target audience and they discover you.
This customer-centric company approach, dubbed inbound marketing, has altered the conventional corporate environment. They were correct, as it turned out.
It’s been 17 years, and they’ve grown to become one of the most successful and trusted marketing companies in the world. They accomplished this feat without a single vicious bone in their body.
Additionally, the Zendesk CRM environment guarantees that businesses have the necessary peace of mind while communicating with customers in today’s digital world.
The technology adheres to the highest industry standards of security and also adheres to GDPR compliance criteria.
As is the case with many current CRM applications, HubSpot and Zendesk have a lot of similarities. Both products have alerts, notifications, and intelligent ticket routing capabilities, which enable you to monitor the status of a client request in real-time.
Each tool also integrates with a variety of different services, not only HubSpot and Zendesk products but also third-party offers.
You can create an immersive environment for monitoring customer service with HubSpot, complete with secure account management, appointment scheduling, and automatic routing across a variety of media.
Geotargeting features, a live chat function, and a full knowledgebase management option for self-service are included. Additionally, with HubSpot, you can customize the customer service experience to fit your business.
HubSpot is an industry leader in reporting and analytics, workflow setup, and ticket management, but it lacks social media interfaces, remote access and control, network administration, and a slew of other sophisticated features.Alternatively, Zendesk offers a far larger feature set.
Along with real-time chat, multi-channel communication, and ticket management, you’ll also receive workflow settings, templated replies, email management, contact center administration, and social network connections.
Additionally, Zendesk offers a service level agreement (SLA) to guarantee that your services never go down when you need them the most.
Additionally, Zendesk has the advantage of being able to interface with a far broader variety of third-party products. Although HubSpot allows you to connect to other services, Zendesk’s connection marketplace has hundreds of alternatives.
Zendesk Vs Hubspot: Pricing Comparison
HubSpot Sales Hub is available in three different price tiers: Starter, Professional, and Enterprise. Beginning with 1,000 contacts, the Starter package includes landing pages, ad management, email marketing, list segmentation, and live chat.
The Professional plan includes everything included in the Starter plan, plus marketing automation, blog and SEO management, social media management, and website traffic statistics.
Enterprise plans provide all of the features included in the Professional plan, plus social permissions, hierarchical teams, single sign-on, adaptive testing, and custom event triggers and reporting.
Vendors may be contacted directly for complete price and product specifications.
Zendesk Sell customers have a four-tiered price structure to select from Team, Professional, Enterprise, and Elite. For small teams, the Team plan includes customizable sales funnels, basic sales reporting, administrator-only fields, public applications and connectors, and call recording.
The Professional subscription offers all of the features included in the Team plan, plus customized bulk email, Zapier connection, unlimited custom fields and email templates, extensive call analytics, and a core API.
The Enterprise plan adds up to two sales funnels, activity reports, a product catalog, lead and deal scoring, and task automation to the Professional plan.
The Elite plan is designed for big enterprises and includes everything included in the Enterprise plan, plus sales insights reports, a sync and search API, a single sign-on feature, a rep performance dashboard, and an unlimited number of sales pipelines.
All plans are priced per user, per month, and include a 30-day free trial.
FAQs of Zendesk vs Hubspot
💯What is the difference between Zendesk and HubSpot?
Zendesk is primarily a help desk solution, but HubSpot is a multi-purpose platform that can be used for marketing, sales, customer support, content management, and operations.
😯Are Zendesk and HubSpot competitors?
HubSpot is classed as a Marketing Automation tool, but Zendesk is recognized as a Help Desk tool. Lead management is the top reason developers choose HubSpot over rivals, while Centralizes our customer support is the primary reason developers choose Zendesk.
❔Does Zendesk integrate with HubSpot?
The HubSpot connection enables users of HubSpot to see Zendesk ticket events and chat transcripts inside their contact timeline in HubSpot. This integration is included as part of every HubSpot membership.
🤔Can HubSpot replace the intercom?
Yes, if you install the HubSpot app, HubSpot can interface with Intercom.
🤷♀️Is intercom like Zendesk?
Intercom is a contemporary customer support alternative to Zendesk. You should not be forced to choose between individual assistance and team effectiveness. However, ticketing systems such as Zendesk compel you to do so. Intercom enables hundreds of organizations to provide engaging customer experiences—all without putting their staff under additional strain.
❗What is Zendesk Sell?
Zendesk Sell is a sales force automation (SFA) application that helps sales teams improve their productivity, procedures, and pipeline visibility. Additionally, Support tickets can be viewed straight from Sell, ensuring that all customer interaction is accessible to the whole business.
Final Verdict: Zendesk Vs Hubspot 2022
As you can see, each of these programs provides a slew of useful functions. Whichever one you choose should be determined by your customer service objectives and the requirements of your customer care personnel.
With their common inbox, HubSpot Service Hub assists you in providing an ideal customer experience, and Zendesk makes it simple to determine which tickets should be prioritized.
If you’re looking for efficient customer service that enables deep cooperation, HubSpot is perhaps the correct fit. Additionally, when you purchase HubSpot Service Hub, you can link it to other HubSpot technologies, such as the Sales Hub and CRM.
If you’re committed to the inbound technique and want to develop your company efficiently while offering an A+ client experience, HubSpot Service Hub is the ideal fit.