HubSpot Service Hub vs Salesforce Service Cloud

HubSpot’s CRM platform has been crafted in-house with software for service, sales, marketing, web, and operations teams, plus hundreds of integrations. The platform combines power with ease-of-use for a complete view of the customer journey and seamless handoffs between marketing, sales, and service teams. The result? A superior experience for customers throughout their journey.

Salesforce offers more products and tools, but their breadth can come at the cost of usability and maintenance. Their platform has grown through acquisitions such as Pardot, which can create a less integrated user experience for customers as they switch from Service Cloud to Marketing Cloud. When your systems are less integrated together, your data, channels, and teams become disjointed. The result is that your customer experience may suffer.

HubSpot Service Hub includes all the features you need in its advertised price. The Free version of HubSpot Service Hub includes necessary functionality like creating tickets, implementing live chat and viewing reports. Learn more about the value of HubSpot’s free seats.

Salesforce Service Cloud charges for every user and requires many paid add-ons for essential features like chat, voice, self-service and basic integrations. Aligning your service and sales teams, giving executives visibility into reporting, or even letting your reps operate in a shared inbox is also going to cost extra.

HubSpot Service Hub features an elegant user experience that's optimized for the things support reps and managers do every day. By combining powerful features with intuitive UX, HubSpot Service Hub is loved by admins and end-users alike because they can seamlessly onboard their teams and begin to realize value quickly.

Salesforce Service Cloud is incredibly powerful with robust reporting that’s endlessly customizable. This customization can take time to implement and require training to master. Due to this complexity, G2 crowd users ranked HubSpot above Salesforce in ease of use, setup and admin (source).

With the ability to customize objects, records, surveys, dashboards and more in the higher tiers of the product, HubSpot Service Hub offers all the customization service teams need while preventing unnecessary complexity.

Salesforce Service Cloud offers endless customization for businesses that have enough admins and developers to set up complex processes, making it an ideal service solution for larger businesses.

While both HubSpot Service Hub and Salesforce Service Cloud have strong support and success programs, HubSpot consistently beats Service Cloud on “Quality of Support” and “Ease of Doing Business With” measurements on the review site, G2.com. As of January 2022, HubSpot scored 8.9/10 for “Quality of Support” and 8.9/10 for “Ease of Doing Business With” whereas Service Cloud scored 8.0/10 and 8.4/10.

HubSpot is invested in your success from day one. Our world-class support and customer success teams are available to all customers– with phone and email support at no extra charge for Pro and Enterprise customers– and you won’t pay more for it as you grow. HubSpot Academy, consistently ranked as one of the top online learning platforms in the world (source), is also available for free right at your fingertips. 

Salesforce charges 20% of your net contract price for 24/7 premier support, while additional feature access costs 30% of your net contract price. With percentage pricing as you spend more on additional seats and add-on features, you’ll have to pay more for the same support. When choosing a Salesforce support plan, you’ll want to carefully forecast how much your team will need.