HubSpot Service Hub vs. Microsoft Parature (Discontinued)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
HubSpot Service Hub
Score 8.4 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
Microsoft Parature (Discontinued)
Score 5.0 out of 10
N/A
Parature was a self-service customer support platform providing a self-service knowledge base to connect with customers across multiple channels, including email, the web, chat or social media. The company was acquired by Microsoft in January 2014 and reached EOL in 2017. Former users are encouraged to migrate to Microsoft Dynamics 365 Customer Service.N/A
Pricing
HubSpot Service HubMicrosoft Parature (Discontinued)
Editions & Modules
Starter
$50 ($45)
monthly (annually)
Professional
$400 ($360)
monthly (annually)
Enterprise
Starting at $1,200
per month
No answers on this topic
Offerings
Pricing Offerings
HubSpot Service HubMicrosoft Parature (Discontinued)
Free Trial
NoNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
HubSpot Service HubMicrosoft Parature (Discontinued)
Top Pros
Top Cons
Features
HubSpot Service HubMicrosoft Parature (Discontinued)
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
HubSpot Service Hub
8.5
11 Ratings
7% above category average
Microsoft Parature (Discontinued)
-
Ratings
Organize and prioritize service tickets9.211 Ratings00 Ratings
Expert directory7.94 Ratings00 Ratings
Subscription-based notifications8.26 Ratings00 Ratings
ITSM collaboration and documentation7.65 Ratings00 Ratings
Ticket creation and submission8.711 Ratings00 Ratings
Ticket response9.611 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
HubSpot Service Hub
9.3
10 Ratings
18% above category average
Microsoft Parature (Discontinued)
-
Ratings
External knowledge base9.310 Ratings00 Ratings
Internal knowledge base9.310 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
HubSpot Service Hub
8.1
6 Ratings
6% above category average
Microsoft Parature (Discontinued)
-
Ratings
Customer portal9.14 Ratings00 Ratings
IVR7.13 Ratings00 Ratings
Social integration7.34 Ratings00 Ratings
Email support7.86 Ratings00 Ratings
Help Desk CRM integration9.26 Ratings00 Ratings
Best Alternatives
HubSpot Service HubMicrosoft Parature (Discontinued)
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.8 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
HubSpot Service HubMicrosoft Parature (Discontinued)
Likelihood to Recommend
8.6
(12 ratings)
6.7
(10 ratings)
Likelihood to Renew
-
(0 ratings)
6.1
(10 ratings)
Usability
-
(0 ratings)
2.0
(2 ratings)
Availability
-
(0 ratings)
7.5
(2 ratings)
Support Rating
-
(0 ratings)
1.0
(1 ratings)
User Testimonials
HubSpot Service HubMicrosoft Parature (Discontinued)
Likelihood to Recommend
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.
Read full review
Microsoft
The single element of Parature I've not seen in any other system of this kind is the Download Module. You can post files in the open, or protect them by any number of entitlement methods. The solution is also appealing to those who don't want to manage the back-end/IT needs as it is a hosted solution and has proven to be very reliable.
Read full review
Pros
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.
Read full review
Microsoft
  • Clean/Friendly UI. It was extremely easy to navigate around Parature's menus at a high level, and you could take advantage of the more robust features as you became more comfortable and familiar with how Parature operates!
  • Strong Knowledge Base. Writing KB articles or ticket summaries and making use of the search function within Parature allows for expedient recovery of past ticket information. Being able to search for a fix action, or at least a troubleshooting article that can guide you towards a resolution is extremely valuable.
  • Enhanced Notation Capability. Being able to send/post internal or external updates to a ticket is great! You can leave the wordy technical details for other employees while making sure to communicate the high-points and fix action to the end-user.
Read full review
Cons
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)
Read full review
Microsoft
  • Reporting is barebones at best. If you need special reports, we had to go through Parature to have them built.
  • The use of frames on a website is very 1990s. It actually impacts usability of the product, especially when combined with how Parature handled sessions. An engineer could only work one ticket at a time which, honestly, isn't very realistic for a busy support team that is working on several issues at a time.
  • Support was often unresponsive when contacted for unplanned problems.
  • The knowledge base was not very friendly for clients and it provided no real encouragement for it to be used.
  • It took several clicks to do something as simple as edit and assign a ticket or to close a ticket.
Read full review
Likelihood to Renew
HubSpot
No answers on this topic
Microsoft
Parature has been the best option for this campus in terms of what we use it for and there is no alternative
Read full review
Usability
HubSpot
No answers on this topic
Microsoft
It was bulky, cumbersome, and didn't allow us to handle the volume of cases we received on a daily basis. Many of our issues were highly technical in nature and we would often need to work on 2 or 3 at once. The poor design choices prevented this, which was unfortunate.
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Reliability and Availability
HubSpot
No answers on this topic
Microsoft
They recently had one very extended outage. It was a data center issue - but they were not diversified enough so in the end the system was down for almost 8 hours. There are also periods of time where for no reason the system simply doesn't respond. This small outages are usually short (just a few minutes), and have in fact been occurring less often, so it appears some corrective actions have been taken.
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Support Rating
HubSpot
No answers on this topic
Microsoft
Nothing ever seemed to get resolved
Read full review
Alternatives Considered
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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Microsoft
There are services that do bits and pieces of what Parature does. We liked the idea of having one service that meets our needs
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Return on Investment
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
Read full review
Microsoft
  • Parature allows for better Customer Service
  • Can follow up automatically for tickets
  • Will automatically close tickets that haven't been responded to.
  • Allows customers to reopen tickets easily and not allow them to be missed.
Read full review
ScreenShots

HubSpot Service Hub Screenshots

Screenshot of Service Hub helps to quickly address service tickets