HubSpot Service Hub and freshdesk, An In-Depth Comparison 2024

Comparison Summary

HubSpot Service Hub: HubSpot Service Hub streamlines customer support across preferred channels. It enhances team efficiency for small to enterprise businesses.

freshdesk: Freshdesk streamlines customer conversations, automates tasks, and enhances team collaboration for faster issue resolution. Features include multi-channel ticket tracking, email conversion to tickets, and automatic ticket assignment.

HubSpot Service Hub and freshdesk: Customer Satisfaction Data

Most deployed common Use Cases for HubSpot Service Hub and freshdesk

How can HubSpot Service Hub and freshdesk optimize your Knowledge Management Workflow?

Hubspot Service Hub and Freshdesk both offer knowledge base features. Hubspot's knowledge base is easily customizable and provides a professional look, but it lacks flexibility and is text-focused. Freshdesk's knowledge base is integrated with other support tools and can be accessed through a variety of channels, however, it may lack the visual appeal of Hubspot. Both tools offer knowledge base features but have limitations in customization and robustness.

"...I also love the ability to house all of our self-serve information and FAQs in the Knowledge Base...." Peer review by Andraea P., Director of Customer Success, Internet

"...I needed an integrated system that featured a knowledge base, chat, and a ticketing system...." Peer review by Lauren S., Head of Customer Experience, Computer Software

How can HubSpot Service Hub and freshdesk optimize your Helpdesk Management Workflow?

HubSpot Service Hub and Freshdesk both manage helpdesk tickets and integrate with CRM systems. HubSpot Service Hub excels in knowledge base management and provides tools for sales and support. Freshdesk is known for its email integration and ease of setup, while providing a platform for all types of businesses, not just IT helpdesks. However, both tools have limitations, like a lack of basic helpdesk features in HubSpot Service Hub and the high cost of Freshdesk's paid tiers.

"...Chat, Help Center and Customer surveys are easily modifiable and there's constantly new features presented. ...." Peer review by Verified Reviewer, Information Technology and Services

"...Freshdesk is a tool we use to allow clients to submit help desk tickets to our business...." Peer review by Megan De Salvo, Marketing Director, Tigard Chamber of Commerce

What benefits does HubSpot Service Hub and freshdesk offer for Customer Feedback Management?

Both Hubspot Service Hub and Freshdesk enable customer feedback collection through surveys. Hubspot Service Hub provides features like NPS and CSAT surveys, while Freshdesk offers surveys after ticket resolution. Hubspot Service Hub allows for more complex survey creation but has limitations on the number of questions per survey. Freshdesk integrates with CRM, facilitating customer satisfaction tracking and apostle identification, a feature not readily available in Hubspot Service Hub.

"...The NPS survey's are great and really easy to use, we repeat ours every 3 months and it's automatic, which is great. ...." Peer review by Jemma C., Marketing Manager, Information Technology and Services

"...The customer satisfaction surveys help motivate the Agents to do their best because they can see customer feedback immediately...." Peer review by Denise B, Customer Service Manager, Utilities

How efficiently Does HubSpot Service Hub and freshdesk manage your Engagement Management?

Hubspot Service Hub and Freshdesk both allow businesses to track customer interactions and provide follow-up. Hubspot Service Hub emphasizes team accountability and provides more comprehensive customer journey visibility. Freshdesk provides a wider range of communication channels, but lacks follow-up functionality. The limitations of each tool are that Hubspot Service Hub struggles with data analysis and Freshdesk lacks follow-up functionality.

"...It allowed us to continue using HubSpot and expand our view of our customer interactions to include support tickets...." Peer review by Stefano C., CRM Operations Manager, Marketing and Advertising

"...Freshdesk is used exclusively by our support team to engage with our customers and track product issues...." Peer review by Joseph Stacavich, IT Operations, Scalable Software