eGain vs. HubSpot Service Hub

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
eGain
Score 9.0 out of 10
N/A
eGain is a cloud-based customer engagement hub (CEH) used by contact centers to facilitate omnichannel sales and customer service. It includes call tracking, click to call, live chat and cobrowsing, social media customer service, email support ticket management, social offers, and a knowledgebase for agent enablement and/or customer self-service. It can be integrated with Cisco Unified Contact Center Enterprise to extend Cisco's voice capabilities with web self-service, chat, knowledgebase, and…N/A
HubSpot Service Hub
Score 8.2 out of 10
N/A
HubSpot Service Hub aims to bring customer service data and channels together in one place, and helps scale support through automation and self-service. According to the vendor, Service Hub provides more time for proactive service that delights, retains, and grows your customer base.
$50
per month
Pricing
eGainHubSpot Service Hub
Editions & Modules
No answers on this topic
Starter
$50 ($45)
monthly (annually)
Professional
$400 ($360)
monthly (annually)
Enterprise
Starting at $1,200
per month
Offerings
Pricing Offerings
eGainHubSpot Service Hub
Free Trial
NoNo
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details——
More Pricing Information
Community Pulse
eGainHubSpot Service Hub
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
eGainHubSpot Service Hub
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
eGain
-
Ratings
HubSpot Service Hub
7.9
15 Ratings
1% below category average
Organize and prioritize service tickets00 Ratings7.515 Ratings
Expert directory00 Ratings7.94 Ratings
Subscription-based notifications00 Ratings8.26 Ratings
ITSM collaboration and documentation00 Ratings7.65 Ratings
Ticket creation and submission00 Ratings8.515 Ratings
Ticket response00 Ratings7.815 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
eGain
-
Ratings
HubSpot Service Hub
8.5
14 Ratings
9% above category average
External knowledge base00 Ratings8.814 Ratings
Internal knowledge base00 Ratings8.314 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
eGain
-
Ratings
HubSpot Service Hub
8.1
6 Ratings
5% above category average
Customer portal00 Ratings9.14 Ratings
IVR00 Ratings7.13 Ratings
Social integration00 Ratings7.34 Ratings
Email support00 Ratings7.86 Ratings
Help Desk CRM integration00 Ratings9.26 Ratings
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eGainHubSpot Service Hub
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Score 9.0 out of 10
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Score 9.5 out of 10
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Score 9.0 out of 10
Enterprises
Verint Voice of the Customer
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Score 9.5 out of 10
SysAid
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Score 8.8 out of 10
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User Ratings
eGainHubSpot Service Hub
Likelihood to Recommend
7.0
(1 ratings)
8.5
(16 ratings)
Usability
-
(0 ratings)
8.8
(4 ratings)
User Testimonials
eGainHubSpot Service Hub
Likelihood to Recommend
eGain Corporation
Search function Global Synonyms Guided Helps. Documentation does a great job of describing features but lacks the big picture of how things relate to one another. Strong consulting partnership and customer focus. There are areas where they need to improve - Improve compliance & risk management plus Improve customer relations/service.
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HubSpot
I can only speak to our use case - in which HubSpot Service Hub is used as our Support Desk ticketing system. It is well suited to intake and log support issues, it makes communication with clients easy, and allows us to track and move tickets through custom statuses. HubSpot Service Hub also allows us to integrate with JIRA when we need to escalate and assign tickets to our development team so that we can continue to track status. It is well suited to automate communications, routing of tickets to different queues, and customizing ticket statuses.
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Pros
eGain Corporation
  • Multiple options to choose channel of your convenience
  • The product capabilities are very good. Easy for integration and deployment
  • Strong consulting partnership
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HubSpot
  • It makes it easier for us to keep track of customer awareness and review in one spot.
  • The great thing about how easy it is to use all of its fantastic tools.
  • The ability to check customer retention.
  • It's easy to track and measure the success of our organization's sales team.
  • This is a fantastic all-in-one customer success suite that includes ticketing.
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Cons
eGain Corporation
  • Service and support needs to be done better.
  • Compliance and risk management needs to be improved
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HubSpot
  • The app is a bit confusing and does not seem to have all of the features that the online browser does
  • A bit expensive. I do think it is worth it because of the simpleness but it is a very pricy software
  • Sometimes when you reach out to HubSpot Service Hub support, they send you a link to public articles instead of helping. But sometimes they do jump in and look
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Usability
eGain Corporation
No answers on this topic
HubSpot
although it has room for improvements, this is still a very robust service hub for any type of software. An internal comment I often heard was, that if we were to make this as good as for example zendesk, it shouldn't have to feel like we must have external systems integrated to the HubSpot Service Hub (in zendesk, most things happen within the same system). I suppose this is more a matter of preference, because just like all other hubs, we see way more benefits of allowing our service working in the same way as the other departments (which won't happen if you have an external service system).
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Alternatives Considered
eGain Corporation
While searching for a Customer Experience software, eGain came first in the search and we were pretty satisfied with the product features it has. We liked the support and customer service which made sure all our queries were answered in a very short turnaround time.
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HubSpot
HubSpot [Service Hub] had many integrations we needed to connect to our CRM, and the cost was just right from them VS the others. We had to look at all the features, and HubSpot CRM just had way more than the others and more bang for your buck. So the Service Hub was just a bonus with their CRM tools.
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Return on Investment
eGain Corporation
  • eGain helped in improvising our customer engagements
  • Customer retention was made possible as the tool helps us analyse the painpoints of the customer
  • Social Media Marketing helped to gain a lot of customers with minimal cost incurred.
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HubSpot
  • Lead management has become more streamlined
  • Sales targets are visible; any changes made can be easily tracked and accounted for
  • Overall lead lifecycle management has improved and the way data moves to other apps makes life easier for the other business functions to keep track on the new and old deals
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ScreenShots

HubSpot Service Hub Screenshots

Screenshot of Service Hub helps to quickly address service tickets