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HubSpot Service Hub vs Salesforce Service Cloud

The customer experience is everything. Choosing the right customer service software is foundational to that experience. This page compares two customer service solutions -- Salesforce Service Cloud and HubSpot -- to help you make the best choice.Ready to see how Service Hub helps you delight customers at scale? Get in touch with Sales for a demo.

Ready to see how Service Hub helps you delight customers as you scale?
Get in touch with Sales for a demo

What does HubSpot do?

HubSpot is a customer relationship management (CRM) platform that helps scaling businesses grow better with sales, service, marketing, content management, and operations software. 

 

What is HubSpot Service Hub?

Built on HubSpot’s CRM platform, Service Hub is an easy-to-use solution that gives you everything you need to put the customer first. It offers a comprehensive set of tools to deepen customer relationships, connect to the front office, and drive service efficiency.

What does Salesforce do?

Salesforce is a cloud-based customer relationship management (CRM) platform with applications for sales, service, marketing and more that help bring customers and companies together. Salesforce was built together through acquisitions which means the experience and connections can be different depending on the products you’re using. Because of that, Salesforce may present a steeper learning curve and require more admin resources or more budget to get systems working together.                                                    

 

What is Salesforce Service Cloud?

Salesforce Service Cloud is the Salesforce app for customer service and support. Service Cloud enables agents and customers to quickly connect and solve customer problems.

Capabilities

Your service software lays the foundation for your customer experience. See how HubSpot and Salesforce Service Cloud compare across the most important capabilities.

  • 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.

SoftwareReviews Data Quadrant

Service Hub is the Leader in Customer Service Management Software

SoftwareReviews recognized Service Hub as a leader and gold medalist in its 2021 Customer Service Management Report, based on input from HubSpot users.

Switching from Salesforce Service Cloud to HubSpot Service Hub?

Our dedicated migrations team is here to help you confidently move your team onto HubSpot, with minimal disruption to your business.

At HubSpot, we don’t just copy paste your old, sub-optimal process. We help you design a new, better system – one that will scale with you for years to come. Below is a look at our proven phased approach for switching.

Learn how businesses switch from Salesforce to HubSpot.

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What are customers saying?

Service Hub is consistently praised by HubSpot users on review sites like G2.com and SoftwareReviews.com

With HubSpot, we could get everyone under one system of record with built-in collaboration tools like tasks, comments, and shared reporting. It was a great choice for our cross-functional teams because it didn’t just serve sales alone.

HubSpot is trusted by over 135,000 businesses in more than 120 countries.

A Community That Has Your Back

HubSpot Solution Partners

HubSpot’s Solution Partner Program is a network of agencies to help you resource your strategy with HubSpot. Whether you need someone to help create content or build workflows, there’s a partner here for you.

HubSpot Community

Our Community is there when you need them. Whether it’s getting set up or figuring out the best way to customize Service Hub for your needs, there are over 85,000 community members ready to answer your questions.

Knowledge Base

You’re busy. You don’t have time to file a support ticket. You’re also extremely smart and can find answers on your own. Search our comprehensive Knowledge Base to answer any question you might have about our products.

Put your customers first.

Use Service Hub to deepen customer relationships, connect to the front office, and drive team efficiency.