What users are saying about
Top Rated
326 Ratings
34 Ratings
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Score 8.7 out of 100
Top Rated
326 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.4 out of 100

Feature Set Ratings

  • HubSpot Service Hub ranks higher in 3 feature sets: Incident and problem management, Self Help Community, Multi-Channel Help

Incident and problem management

8.5

HubSpot Service Hub

85%
7.6

Salesforce Service Cloud

76%
HubSpot Service Hub ranks higher in 6/6 features

Organize and prioritize service tickets

8.8
88%
11 Ratings
8.3
83%
55 Ratings

Expert directory

7.9
79%
4 Ratings
7.1
71%
40 Ratings

Subscription-based notifications

8.2
82%
6 Ratings
7.1
71%
47 Ratings

ITSM collaboration and documentation

7.6
76%
5 Ratings
7.2
72%
42 Ratings

Ticket creation and submission

9.2
92%
11 Ratings
8.0
80%
56 Ratings

Ticket response

9.4
94%
11 Ratings
8.0
80%
55 Ratings

Self Help Community

8.9

HubSpot Service Hub

89%
7.0

Salesforce Service Cloud

70%
HubSpot Service Hub ranks higher in 2/2 features

External knowledge base

8.9
89%
10 Ratings
6.8
68%
46 Ratings

Internal knowledge base

8.9
89%
10 Ratings
7.3
73%
51 Ratings

Multi-Channel Help

8.1

HubSpot Service Hub

81%
7.7

Salesforce Service Cloud

77%
Salesforce Service Cloud ranks higher in 3/5 features

Customer portal

9.0
90%
4 Ratings
7.4
74%
39 Ratings

IVR

7.0
70%
3 Ratings
7.3
73%
25 Ratings

Social integration

7.2
72%
4 Ratings
7.9
79%
34 Ratings

Email support

7.8
78%
6 Ratings
8.0
80%
56 Ratings

Help Desk CRM integration

9.3
93%
6 Ratings
8.1
81%
49 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
8.1

Salesforce Service Cloud

81%
62 Ratings

Likelihood to Renew

HubSpot Service Hub

N/A
0 Ratings
9.6

Salesforce Service Cloud

96%
4 Ratings

Usability

HubSpot Service Hub

N/A
0 Ratings
8.4

Salesforce Service Cloud

84%
11 Ratings

Availability

HubSpot Service Hub

N/A
0 Ratings
8.7

Salesforce Service Cloud

87%
7 Ratings

Performance

HubSpot Service Hub

N/A
0 Ratings
8.6

Salesforce Service Cloud

86%
7 Ratings

Support Rating

HubSpot Service Hub

N/A
0 Ratings
7.4

Salesforce Service Cloud

74%
29 Ratings

Online Training

HubSpot Service Hub

N/A
0 Ratings
9.0

Salesforce Service Cloud

90%
1 Rating

Likelihood to Recommend

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

Salesforce Service Cloud

Salesforce Service Cloud is excellent as a CRM, a case management system, multi-channel contact centre support application, service and ticketing application as well as helping automate back office processes. If you want to extend Service Cloud into Sales, Self-Service or Digital Marketing, you need to purchase additional services which can be relatively high cost.
Gordon Dalgleish | TrustRadius Reviewer

Pros

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

Salesforce Service Cloud

  • Flexibility of data tracked, displayed, reported on, and customized.
  • Single source of truth for support, implementations, sales and management.
  • Ability to integrate through built-in app exchange and easy API.
  • Reporting and emailed reports with direct links to drill down into data.
  • Do virtually whatever you "need" to do.
Jonathan Tanis | TrustRadius Reviewer

Cons

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

Salesforce Service Cloud

  • Incredibly complex to set up and configure.
  • Multiple points of potential failure.
  • Things Desk.com did out-of-the-box require customized code and components in Service Cloud.
  • Front-facing community is extremely difficult to configure and comes with many limitations.
  • No help is provided by Salesforce without expensive Premiere Support plans.
  • Expensive! Hidden costs and development costs are going to make Service Cloud far more expensive than almost any other Help Desk provider out there.
Anonymous | TrustRadius Reviewer

Pricing Details

HubSpot Service Hub

General

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

Starting Price

$50 per month

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

Salesforce Service Cloud

General

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

Starting Price

$65 per month

Salesforce Service Cloud Editions & Modules

Additional Pricing Details

Likelihood to Renew

HubSpot Service Hub

No score
No answers yet
No answers on this topic

Salesforce Service Cloud

Salesforce Service Cloud 9.6
Based on 4 answers
Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
Anonymous | TrustRadius Reviewer

Usability

HubSpot Service Hub

No score
No answers yet
No answers on this topic

Salesforce Service Cloud

Salesforce Service Cloud 8.4
Based on 11 answers
I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.
Anonymous | TrustRadius Reviewer

Reliability and Availability

HubSpot Service Hub

No score
No answers yet
No answers on this topic

Salesforce Service Cloud

Salesforce Service Cloud 8.7
Based on 7 answers
Salesforce has a more than 99% uptime rate and Salesforce Service Cloud is no exception. I have never had any issues experiencing outages or service degradation when it comes to using the Service Cloud product (that I can remember). Always reliable and easy to use, I would recommend this product as your go-to for helpdesk, service desk, incident management, call center, and other business process needs.
Anonymous | TrustRadius Reviewer

Performance

HubSpot Service Hub

No score
No answers yet
No answers on this topic

Salesforce Service Cloud

Salesforce Service Cloud 8.6
Based on 7 answers
There are issues with page load performance and database performance for sure, but we are a very complex setup with a lot of automation and processing for 2000+ users so this is not surprising. We are also global, so the issue with distance from the regional servers is a problem.
Hans Hong | TrustRadius Reviewer

Support Rating

HubSpot Service Hub

No score
No answers yet
No answers on this topic

Salesforce Service Cloud

Salesforce Service Cloud 7.4
Based on 29 answers
It depends on what support package you buy from Salesforce. That can be good or bad. It's highly flexible to your needs pricing wise. If you have devs on staff then don't buy support. If you don't, then sfdc offers support for a cost.
Anonymous | TrustRadius Reviewer

Alternatives Considered

HubSpot Service Hub

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
Matt Zuvella | TrustRadius Reviewer

Salesforce Service Cloud

I have used Microsoft Dynamics in the past and I feel that Salesforce compares positively to it. While both software offers cloud based service and a mobile app, Microsoft Dynamics doesn't support integration with Gmail. One of the reasons we like Salesforce so much is that it can integrate with your email.
Anonymous | TrustRadius Reviewer

Return on Investment

HubSpot Service Hub

  • 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
Abhishek Sinha | TrustRadius Reviewer

Salesforce Service Cloud

  • While I don’t have a dollar value because I’m not the manager of the support team, I have heard many accounts of how the use of Service Cloud has made us much more efficient at delivering customer support
  • Using Service Cloud has had a big impact on removing silos between departments because it’s much easier now for non-support users to interact with cases
  • We now have a lot of automation of other features that we didn’t have before Service Cloud, for example, integration with our customer survey tool
Anonymous | TrustRadius Reviewer

Screenshots

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