HubSpot Service Hub vs. Zendesk Suite

I'd recommend HubSpot Service Hub for sure. When switching from a different platform to HubSpot Service Hub orgs and admins can count with a vast number of trainings in HubSpot Academy and most of them are free. This means users will find the resources they need without needing to reach for their superiors for training sessions or guidance.

Incentivized

One specific thing I love about Zendesk Suite lately is the ability to use AI "Enhance writing" it allows me to freehand a response and then have it help me sound more formal or friendly, this is very useful, not only for those free handed ones, but also when you need to repeat the same information to a customer, it can help you make it sound slightly different. I don't like that when a ticket comes, even if you have the shortcut to toggle between chat and email, it doesn't actually toggle.

Incentivized

• 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.

Incentivized

• UI/UX; mature macros and automations, slick and well thought out UI.
• Reporting, reporting, reporting. With user, org, and ticket level tags, we can track every aspect of our ticket flow.
• Extensibility; the app marketplace is a great resource for expanding functionality from the baseline offering.

Incentivized

• We've had some issues setting up the Client Portal functionality because we merged with another company and are still operating under two domains; Setting up the Client Portal could be easier or they could provide better support to help us work through it
• We've been able to do everything we need to do with HubSpot Service Hub

Incentivized

• The development of messaging out of the earlier Chat module is clunky and still has limitations for multi language flows.
• When creating queries in Explore, you can't search for 'or' conditions, only 'And', meaning you have to build multiple queries and manually add them.
• You can't download the charts in the reports, they come down as tables and then you have to make your own charts.

Incentivized

Zendesk is an amazing tool for communicating with your customers easily. The communication tickets from sellers to us or from us to sellers are stored, and there are statuses used to make communication easy. We have internal conversations between departments, linked with useful software such as Zingtree, Talkdesk, and Webs.

Incentivized

I'd give it a 9 or 10 for the survey functionality because that is what we use regularly. I left it at an eight because we don't yet have experience with some of the other functionalities within the ServiceHub. Based on our demos, the ticketing system and the ChatBot are great, and we look forward to adding them soon.

Incentivized

Zendesk Suite is a straightforward solution that provides agents with everything they need on the same screen. Allowing an agent to navigate one tab, one screen and switch between features, pin favorite features while viewing the customer profile and details in 360degrees. A view like this empowers agents to support customers better and in a more composed state.

Incentivized

In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.

There has been minor performance degradation on a very few days out of the two years I have been using the product.

We rarely need to contact their support team, but when we do they are responsive. However there have been notable times when communication between myself and the support rep was challenging despite me providing clear explanation of the issue, screenshots, and a thorough explanation of the goal we hope to achieve. It took several back and forth attempt, on a few occasions, to get resolution on an otherwise simple request

Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.

I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.

The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy

HubSpot [Service Hub] had many integrations we needed to connect to our CRM, and the cost was just right from them VS the others. We had to look at all the features, and HubSpot CRM just had way more than the others and more bang for your buck. So the Service Hub was just a bonus with their CRM tools.

Incentivized

Zendesk Suite is exceptionally user friendly and highly customisable. Free training for all levels and roles of users which is easy to follow and engaging for users is particularly helpful along with the added support behind the scenes from Zendesk support and the Zendesk community is second to none.

Incentivized

• Easy to keep track of leads and track their journey into becoming a customer. For example, we can tell which leads open what emails and target people differently to help increase sales.
• Even though HubSpot Service Hub is very expensive, I do think it is worth the price because we can keep track of all leads/ customers very easy, track the customer journey, rework emails with AI, etc.
• HubSpot Service Hub also has reporting so you can track everything which helps to improve our sales

Incentivized

• We have been able to deliver IT accurately and onetime
• Our customers have been able to provide feedback on a given ticket and helped us build a better support structure
• Zendesk Suite has allowed us to be more efficient in our every day operations

Incentivized