What users are saying about
47 Ratings
47 Ratings
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Score 8.7 out of 100
39 Ratings
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Score 8.6 out of 100

Feature Set Ratings

  • Help Scout ranks higher in 2 feature sets: Incident and problem management, Multi-Channel Help
  • HubSpot Service Hub ranks higher in 1 feature set: Self Help Community

Incident and problem management

9.8

Help Scout

98%
8.5

HubSpot Service Hub

85%
Help Scout ranks higher in 4/6 features

Organize and prioritize service tickets

9.1
91%
17 Ratings
8.9
89%
11 Ratings

Subscription-based notifications

10.0
100%
10 Ratings
8.2
82%
6 Ratings

Ticket creation and submission

10.0
100%
16 Ratings
9.1
91%
11 Ratings

Ticket response

10.0
100%
17 Ratings
9.4
94%
11 Ratings

Expert directory

N/A
0 Ratings
7.9
79%
4 Ratings

ITSM collaboration and documentation

N/A
0 Ratings
7.6
76%
5 Ratings

Self Help Community

8.5

Help Scout

85%
8.9

HubSpot Service Hub

89%
Help Scout ranks higher in 1/2 features

External knowledge base

9.0
90%
15 Ratings
8.9
89%
10 Ratings

Internal knowledge base

8.0
80%
14 Ratings
8.9
89%
10 Ratings

Multi-Channel Help

8.2

Help Scout

82%
8.1

HubSpot Service Hub

81%
HubSpot Service Hub ranks higher in 4/5 features

Email support

10.0
100%
17 Ratings
7.8
78%
6 Ratings

Help Desk CRM integration

6.5
65%
10 Ratings
9.3
93%
6 Ratings

Customer portal

N/A
0 Ratings
9.1
91%
4 Ratings

IVR

N/A
0 Ratings
7.0
70%
3 Ratings

Social integration

N/A
0 Ratings
7.2
72%
4 Ratings

Attribute Ratings

  • Help Scout is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

9.4

Help Scout

94%
17 Ratings
8.7

HubSpot Service Hub

87%
12 Ratings

Likelihood to Renew

7.0

Help Scout

70%
1 Rating

HubSpot Service Hub

N/A
0 Ratings

Usability

9.0

Help Scout

90%
1 Rating

HubSpot Service Hub

N/A
0 Ratings

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.
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HubSpot

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.
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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
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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

Help Scout

  • It is a bit slow sometimes, but not very often.
  • I've noticed more network errors with their server in the past year.
  • Small annoyance - they use a lot of lightbox popups and if you click outside the box all of your work is lost.
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HubSpot

  • Need to be able to customize and prioritize tiles when in deal view
  • Should have web forms and telescripts built into the program (templates)
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Pricing Details

Help Scout

Starting Price

$0

Editions & Modules

Help Scout editions and modules pricing
EditionModules
Standard201
Plus352
CompanyContact sales team3

Footnotes

  1. per user/per month
  2. per user/per month
  3. none

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

HubSpot Service Hub

Starting Price

$50 per month

Editions & Modules

HubSpot Service Hub editions and modules pricing
EditionModules
Starter$50 ($45)1
Professional$400 ($360)2
EnterpriseStarting at $1,2003

Footnotes

  1. monthly (annually)
  2. monthly (annually)
  3. per month

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Likelihood to Renew

Help Scout

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.
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HubSpot

No answers on this topic

Usability

Help Scout

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 :)
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HubSpot

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.
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HubSpot

Hubspot Live chat is not the most feature backed but its core service is solid and gets the job. Other live chat software like Live Chat or Zendesk has more features but most of those features are not needed for the everyday biz user
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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.
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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

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