What users are saying about
41 Ratings
41 Ratings
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Score 7.8 out of 100
14 Ratings
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Score 8.9 out of 100

Likelihood to Recommend

Help Scout

Help Scout gets major brownie points for "eating their own dog food." They are all about the Customer Experience, and they live up to this philosophy by delivering not only a very easy to use and modern product, but answering support inquiries right away (and thoroughly), and publishing an extremely helpful and insightful industry blog. So when you buy into Help Scout, you're not just getting a great software product, but also getting a great organization running behind it. Aside from that, I love how Help Scout delivers a great customer experience to our customers. It gets out of the way. Customers are not aware that we use it, in fact, they believe they are emailing directly with me. Transactions are fast and lightweight, there are not as many bells and whistles to complicate the process and slow down the support workflow.
Hammad Bin Idrees | TrustRadius Reviewer

HubSpot Service Hub

It all depends on what business you're operating. You should also consider your needs, goals, and pain points when looking at [HubSpot] Service Hub. If you’re in need of a tool that will help you manage everything from start to finish, then yes HubSpot might be something to consider. It’s truly an all-in-one platform for everything and anything marketing, sales, and customer support, all in one place.
Max Safier | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Help Scout
8.8
HubSpot Service Hub
8.5
Organize and prioritize service tickets
Help Scout
6.9
HubSpot Service Hub
8.6
Subscription-based notifications
Help Scout
9.0
HubSpot Service Hub
8.2
Ticket creation and submission
Help Scout
9.9
HubSpot Service Hub
9.6
Ticket response
Help Scout
9.3
HubSpot Service Hub
9.4
Expert directory
Help Scout
HubSpot Service Hub
7.8
ITSM collaboration and documentation
Help Scout
HubSpot Service Hub
7.5

Self Help Community

Help Scout
8.5
HubSpot Service Hub
8.4
External knowledge base
Help Scout
9.0
HubSpot Service Hub
8.4
Internal knowledge base
Help Scout
8.0
HubSpot Service Hub
8.4

Multi-Channel Help

Help Scout
7.8
HubSpot Service Hub
8.0
Email support
Help Scout
9.1
HubSpot Service Hub
7.8
Help Desk CRM integration
Help Scout
6.6
HubSpot Service Hub
9.4
Customer portal
Help Scout
HubSpot Service Hub
8.9
IVR
Help Scout
HubSpot Service Hub
7.0
Social integration
Help Scout
HubSpot Service Hub
7.1

Pros

Help Scout

  • The interface is extremely good. It's fast, it's smart and it's easy to use. In one week we dominated it completely, with every function. It's very intuitive, which helped us onboard the hole team very quickly.
  • Tagging and in general organizing tickets. It's easy and visible
  • Workflows (or automatic triggers) have MANY options and you can get very efficient by using them
  • Their support is very good and effective
  • Docs (FAQ manager) is easy to setup and maintain. It is well linked with the other parts of HS, like answering emails or chat
  • Chat is new to us (with Beacon) but so far is working fine. It's in beta and needs more features, but I'm sure they're on it
Santiago Valdés | TrustRadius Reviewer

HubSpot Service Hub

  • 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.
Anonymous | TrustRadius Reviewer

Cons

Help Scout

  • There are only 2 levels of organization in the docs sites. We cannot group the content into any more subfolder layers.
  • Much of the fancy targeting in Beacon is based solely off of URLs which doesn't work for us as a single page application.
  • The paging in lists of tickets isn't the most efficient. An infinite scroll would be much easier to work when you have a bunch of active tickets.
Anonymous | TrustRadius Reviewer

HubSpot Service Hub

  • Need to be able to customize and prioritize tiles when in deal view
  • Should have web forms and telescripts built into the program (templates)
Ed Romaine | TrustRadius Reviewer

Likelihood to Renew

Help Scout

Help Scout 7.0
Based on 1 answer
We are receiving feedback from the organizational level that they may want us to transition to a different solution to provide consistency across the company.
Anonymous | TrustRadius Reviewer

HubSpot Service Hub

No score
No answers yet
No answers on this topic

Usability

Help Scout

Help Scout 9.0
Based on 1 answer
It is simple and intuitive. I haven't run into difficulty using any of the features that I have wanted to use. Additional help in the form of documentation or support is available as needed, and their response times are pretty good :)
Anonymous | TrustRadius Reviewer

HubSpot Service Hub

No score
No answers yet
No answers on this topic

Alternatives Considered

Help Scout

Only have minimal experience with G-Suite for a much smaller company. This worked well for that organization but did not have similar specialization functions that suite our larger organization very well. Help Scout's pricing makes sense, and continues to service our needs well. Minimal usage of other programs, but have no need to explore alternatives at this time.
Amanda Elias | TrustRadius Reviewer

HubSpot Service Hub

For the feature set we were looking for, particularly with an integrated customer 360 view and solid sales pipeline system to help our sales track new leads, HubSpot came out a lot cheaper than the alternatives and allowed the sales pipeline and support team to operate together within one cohesive system.
Anonymous | TrustRadius Reviewer

Return on Investment

Help Scout

  • We are able to retain our customer base due to the outstanding customer service our Customer Experience department provides. Without an organized tool like Help Scout, this would not be possible. We pride ourselves in quick response times to customers and are able to do so by effectively routing tickets to the right agents.
Leigh Malamphy | TrustRadius Reviewer

HubSpot Service Hub

  • It has made our client interactions more streamlined with all info in one place.
  • Workflows, snippets, and email templates have helped automate processes we used to do one by one by hand.
Barbara Wiesner | TrustRadius Reviewer

Screenshots

Pricing Details

Help Scout

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

Help Scout Editions & Modules

Edition
Standard$201
Plus$351
CompanyContact sales team
  1. per user/per month
Additional Pricing Details

HubSpot Service Hub

General

Free Trial
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

HubSpot Service Hub Editions & Modules

Edition
Starter$50 ($45)1
Professional$400 ($360)1
EnterpriseStarting at $1,2002
  1. monthly (annually)
  2. per month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Help Scout
8.3
HubSpot Service Hub
8.6

Likelihood to Renew

Help Scout
7.0
HubSpot Service Hub

Usability

Help Scout
9.0
HubSpot Service Hub

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