35 Ratings
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Score 8.5 out of 100
13 Ratings
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Score 5 out of 100

Feature Set Ratings

    Incident and problem management

    8.5

    HubSpot Service Hub

    85%

    Microsoft Parature (Discontinued)

    Feature Set Not Supported
    N/A
    HubSpot Service Hub ranks higher in 6/6 features

    Organize and prioritize service tickets

    8.9
    89%
    11 Ratings
    N/A
    0 Ratings

    Expert directory

    7.9
    79%
    4 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    8.2
    82%
    6 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    7.6
    76%
    5 Ratings
    N/A
    0 Ratings

    Ticket creation and submission

    9.2
    92%
    11 Ratings
    N/A
    0 Ratings

    Ticket response

    9.4
    94%
    11 Ratings
    N/A
    0 Ratings

    Self Help Community

    8.9

    HubSpot Service Hub

    89%

    Microsoft Parature (Discontinued)

    Feature Set Not Supported
    N/A
    HubSpot Service Hub ranks higher in 2/2 features

    External knowledge base

    8.9
    89%
    10 Ratings
    N/A
    0 Ratings

    Internal knowledge base

    8.9
    89%
    10 Ratings
    N/A
    0 Ratings

    Multi-Channel Help

    8.1

    HubSpot Service Hub

    81%

    Microsoft Parature (Discontinued)

    Feature Set Not Supported
    N/A
    HubSpot Service Hub ranks higher in 5/5 features

    Customer portal

    9.0
    90%
    4 Ratings
    N/A
    0 Ratings

    IVR

    7.0
    70%
    3 Ratings
    N/A
    0 Ratings

    Social integration

    7.2
    72%
    4 Ratings
    N/A
    0 Ratings

    Email support

    7.8
    78%
    6 Ratings
    N/A
    0 Ratings

    Help Desk CRM integration

    9.3
    93%
    6 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • HubSpot Service Hub is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    8.7

    HubSpot Service Hub

    87%
    12 Ratings
    6.7

    Microsoft Parature (Discontinued)

    67%
    10 Ratings

    Likelihood to Renew

    HubSpot Service Hub

    N/A
    0 Ratings
    6.1

    Microsoft Parature (Discontinued)

    61%
    10 Ratings

    Usability

    HubSpot Service Hub

    N/A
    0 Ratings
    2.0

    Microsoft Parature (Discontinued)

    20%
    2 Ratings

    Availability

    HubSpot Service Hub

    N/A
    0 Ratings
    7.5

    Microsoft Parature (Discontinued)

    75%
    4 Ratings

    Support Rating

    HubSpot Service Hub

    N/A
    0 Ratings
    1.0

    Microsoft Parature (Discontinued)

    10%
    2 Ratings

    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

    Pricing 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

    Microsoft Parature (Discontinued)

    Starting Price

    Editions & Modules

    Microsoft Parature (Discontinued) editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      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.
      Read full review

      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.
      Read full review

      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
      Read full review

      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
      Read full review

      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

      Add comparison