Top 5 HubSpot Alternatives for Customer Service in 2023

Greater than 90% of customers usually tend to make an extra buy after a constructive customer support expertise.¹Customer support is important as a result of it serves as a direct hyperlink between customers and the corporate

Hubspot Service Hub is without doubt one of the customer support software program suppliers; nevertheless, there could also be various options for purchasers which can be higher suited to your organization’s particular use instances. There are tens of different customer support software program merchandise in the marketplace, and enterprises might choose different options relying on their price, performance, or options.

Thus, we’ve performed detailed analysis on HubSpot Service Hub, its drawbacks, and the highest 5 options that might help your organization’s buyer expertise technique.

The next factors can be highlighted for every various:

• An summary of the software program
• High options 
• Person rankings 
• Execs and cons 
• Pricing

Comparability of HubSpot and the highest 5 options

Distributors	Complete opinions*	Common ranking*	Complete # of emloyees	Free Trial	Pricing**
HubSpot Service Hub	2,246	4.3/5	9,454	14-day	$18.00
Salesforce Service Cloud	4,601	4.4/5	71,372	30-day	$25.00
Intercom	4,408	4.5/5	1,343	14-day	$74.00
Freshdesk	6,630	4.4/5	12,957	14-day	$15.00
Zendesk Assist Suite	10,377	4.2/5	6,372	30-day	$55.00
Zoho Desk	7,238	4.4/5	6,054	15-day	$7.00

*Primarily based on the entire variety of opinions and common rankings on the Capterra, G2, and TrustRadius software program overview platforms as of 10/24/2023.Common rankings are aggregated on a 5-point scale.

**Beginning value per seat/month, billed yearly

Distributors	Clever Chatbots	Case Administration	Time Monitoring	Visible distant help	Cloud voice	Software program & app integrations	Supported languages
HubSpot Service Hub	✅	✖	✖	✅	✖	1000+	14
Salesforce Service Cloud	In premium plans	✅	✅	✅	✅	2500+	35+
Intercom	✖	✖	✅	✖	✖	350+	44+
Freshdesk	✅	✅	✅	✖	✖	650+	30+
Zendesk Assist Suite	✅	✅	✅	✖	✅	1200+	30+
Zoho Desk	In premium plans	✅	✅	✅	✅	5000+	40+

Notice: With Hubspot Service Hub and Salesforce Service Cloud (sponsored) on the high, we’ve alphabetically listed the distributors.

Vendor choice standards

In our comparability record, we’ve recognized the highest HubSpot Service Hub options on subjects equivalent to:

• Variety of opinions: 2,000+ complete opinions on Capterra, G2, and TrustRadius.
• Common ranking: 4.0+/5 on Capterra G2 and TrustRadius.
• Complete variety of workers: 1,000+ workers on LinkedIn

Notice: Omnichannel service, self-service, and efficiency administration options are excluded from the comparability record since they’re obtainable in all HubSpot options.

HubSpot Buyer Service Service Hub

Hubspot is a US-based firm based in 2006.²Service Hub is certainly one of its merchandise, a cloud-based customer support platform that assists small, medium, and enormous companies in managing buyer interactions.

The Service Hub platform features a single service module that enables firms to arrange buyer data whereas monitoring the progress of conversations and funnels throughout varied communication channels (e.g., messaging, chat, electronic mail, and cellphone) with real-time analytics and AI.

Person Rankings

• Capterra: 4.4/5
• Trustradius: 8.4/10
• G2: 4.4/5

Execs

• Information base: HubSpot Service Hub has a wealthy data base; there are quite a few FAQ-answering video guides obtainable.³
• Person Interface: The platform has a easy person interface, lowering coaching wants.⁴
• Suggestions instruments: HubSpot’s buyer suggestions survey options are well-appreciated by customers, serving to them to gather insights from their customers’ experiences.⁵

Cons

• No time-tracking function: Customers emphasize that monitoring conferences and measuring the service workforce’s workload on HubSpot can be fairly helpful.⁶

• Lack of customization in studies: In accordance with some customers, the customized reporting options on the platform are inadequate. Customers can not view the varieties of tickets and product points throughout the Service Hub.⁷

• Inadequate performance within the UI: In accordance with customers, the UI is totally uncustomizable, and customers can not show the client within the ticket overview.[/efn_note⁸

• Lack of AI in ticket administration: It might be useful if the ticketing system included AI to help customers in categorizing tickets into pipelines.⁹¹⁰
• Rising prices: For some customers, HubSpot would possibly turn out to be costly as pricing scales with new contacts.¹¹

What to search for whereas selecting HubSpot Service Hub options?

Whereas searching for the perfect answer on your firm, it’s critical to know which facets can compensate for HubSpot Service Hub’s limitations. Regarding the emphasised drawbacks of the software program (see above), here’s a record of facets to think about whereas looking for Service Hub options.

• Time monitoring
• Customized reporting
• Practical person interface
• Automation in ticket administration
• Case administration

High 5 HubSpot Service Hub options

1- Salesforce Service Cloud

Salesforce Service Cloud is an all-in-one, centralized, cloud-based customer support answer. It could possibly preserve buyer interactions throughout quite a lot of contact channels, together with electronic mail, messages, real-time chat, and social media, utilizing built-in synthetic intelligence (AI) and CRM automation. 

Service Cloud gives quite a lot of functions and add-ons, starting at $50 per person/month. Some examples are proven under.¹²

• Service Cloud Einstein: The Cloud Service Einstein is an AI-powered clever chatbot that helps organizations by offering 24/7 buyer help and automating routine duties. Additionally, Einstein chatbots might leverage machine studying (supervised and unsupervised) whereas analyzing historic buyer interactions and knowledge to make predictions and supply personalized suggestions.
• Visible distant assistant (VRA): VRA connects clients with service brokers from any location over video chat with out requiring them to be bodily current.
• Service Cloud Voice (SCV): Service Cloud Voice (SCV) permits brokers to reply and make calls and resolve buyer points from a single cloud-based interface.
• Actual-time monitoring: Actual-time monitoring permits you to monitor and establish occasions in real-time.

Person Rankings

• Capterra: 4.4/5
• Trustradius: 8.8/10
• G2: 4.3/5

Execs

• Time monitoring: The time monitoring function features efficiently.¹³

• Case Administration: Customers recognize using Service Cloud’s case administration function.¹⁴

• Customization: Service Cloud gives an in-depth view of consumers preferences and desires, enabling customers to customise their buyer expertise.¹⁵

Cons

• Person Interface: Some customers discover the interface complicated and require varied third-party functions to make the most of sure options.¹⁶

• Prices: Service Cloud might get costly; prices pile up when customers add the number of function choices, even essentially the most primary ones.¹⁷

• Efficiency: The platform can get sluggish and unstable; in case you hold your tabs open for an prolonged time frame, you’ll lose all of them because the system will reset itself.¹⁸

2- Zendesk Assist Suite 

Zendesk, with over 170,000 registered customers and working in 160 nations, is a software-as-a-service platform pushed by AI and ML. ¹⁹Its customer support platform, Zendesk Assist Suite, allows organizations to ship personalized customer support throughout varied channels equivalent to emails, audio, messaging, and social media in a single unified service workspace.

Throughout buyer interactions, the system permits brokers to make use of automated triggers immediately when service brokers are requested to assist clients. Additionally, the platform makes use of machine studying to leverage quantitative insights into buyer sentiment, equivalent to buyer sentiment and agent effectiveness, helping organizations in fostering constructive help providers.

Person Rankings

• G2: 4.3/5
• Capterra: 4.4/5
• Trustradius: 7.9/10

Execs

Case Administration: The true-time case administration function features seamlessly whereas monitoring and reviewing buyer help instances or producing dashboards to measure case knowledge.²⁰

Ease-of-use: Zendesk Portal is easy-to-use for every day duties.²¹

Reporting: Customers recognize the truth that Zendesk shows a consolidated reporting historical past of every participant’s interactions.²²

Cons

• Bugs: There are a number of shortcomings that decelerate the workflow (some person’s tickets crashed or their saving notes displayed errors once they had been posted appropriately).²³
• Response occasions: The customer support brokers’ response time is lengthy.²⁴

• Performance: Extra exact data will be supplied on whether or not a message was despatched to the tip person.²⁵

3- Zoho Desk

Zoho Desk, headquartered in Chennai, India, with 50,000 clients and 12,000+ workers, is a flexible customer support software program that features contextual AI to assist organizations of all sizes prioritize, handle, and tackle buyer requests throughout quite a few communication channels, together with textual content, cellphone, and social media.²⁶²⁷

With Zoho Desk, customers can create a data base to empower their workers and enhance self-service options. Additionally, customers can leverage analytics to realize significant buyer insights into their operations and efficiency, equivalent to buyer churn charge, conversion charge, or agent efficiency. 

In actual fact, the platform leverages conversational AI in its clever widget answer known as “Zia” (provided in enterprise/final plans, beginning at $41 per person/month, billed yearly) to offer advantages to organizations in formulating a buyer expertise .²⁸

Zia: Zia is a conversational AI help assistant who improves the effectiveness of your customer support workforce by knowledge mining and machine studying. Zia delivers buyer analytics to help brokers utilizing a pre-configured system of statistical evaluation for figuring out anomalies and traits, evaluating buyer sentiment, and offering options. Zia can be all the time studying, that means that the extra artificial knowledge it has, the smarter it turns into.

Person Rankings

• G2: 4.4/5
• Capterra: 4.5/5
• Trustradius: 8.9/10

Execs

• Person interface: Its interface is straightforward, and customers with no expertise might use it with out difficulties.²⁹

• Automation in ticket administration: Customers give credit score to Zoho’s automation and macro options, reducing their response occasions and liberating up brokers.³⁰

• Case Administration: Customers comment on the environment friendly case administration function with a central station to trace inside queries and requests.³¹

Cons

• Desktop software: There isn’t any desktop software for Zoho Desk.³²

• Interface design: The placement of the shortcut icon for latest objects will be improved.³³

• Ticketing system: The ticketing system doesn’t enable customers to incorporate gross sales tax and different charges within the invoices.³⁴

4- Freshdesk 

Freshdesk was launched in 2010 within the US. It’s at present utilized by over 150,000 companies.³⁵

77% of companies that use Freshdesk have achieved enhancements of their workflows.³⁶Freshdesk is cloud-based customer support software program from Freshworks that gives personalized service procedures to organizations whereas managing buyer interactions. The software program gives omnichannel capabilities, automated ticket routing, detailed reporting, SLA administration, and  self-service choices.

It could possibly observe and deal with incoming tickets from a number of channels in a single place and automate repetitive procedures, together with agent allocation, relying on chosen parameters equivalent to agent workload, ticket prioritization, or workers availability. 

Person Rankings

• G2: 4.4/5
• Capterra: 4.5/5
• Trustradius: 8.6/10

Execs

• Automation: Freshworks’ automation options have acquired constructive credit score from customers in lowering guide work, boosting productiveness, and making certain immediate responses to buyer interactions.³⁷

• Ease-of-use: Freshdesk is straightforward to make use of and perceive, and it runs shortly.³⁸

• Time monitoring: Customers discover it fast and easy to handle tickets by leveraging time monitoring on every process.³⁹

Cons

• Ticket administration: Merging tickets will not be significantly “clever”; when lengthy tickets are merged, the extra ticket is positioned as a be aware in its whole kind, leading to numerous duplication of knowledge and extreme scrolling.⁴⁰

• Reporting: The reporting options might have extra customization options.⁴¹

• Integrations: Slack integration is proscribed; extra features by way of slack integration will be developed.⁴²

5-Intercom

Intercom is a buyer help system to assist companies help their clients (and potential clients) all through their buyer journey with 24/7 world help, automated solutions in 38 languages, and 350+ integrations on your CRM, electronic mail, ticketing, and inside databases.⁴³

Person Rankings

• G2: 4.5/5
• Capterra: 4.5/5
• Trustradius: 8.8/10

Execs

• Dwell chat: Intercom’s interactive stay chat and analysis features are thought of to be helpful options for the assistance heart workforce.⁴⁴

• E-mail settings: Customers can effectively customise electronic mail settings such that incoming electronic mail will be filtered, sorted and delivered on to the suitable members.⁴⁵

• Person interface: Intercom has a user-friendly, easy-to-use interface.⁴⁶

Cons

• Information base: Customers state that it’s troublesome to seek out exact solutions within the data base.⁴⁷

• Notifications: Again-end person notifications could be improved. Some customers don’t all the time get the chat notification till the person has been sitting there for a couple of minutes.⁴⁸

• Interface customization: Customers haven’t any management over the default interface sorts, equivalent to heading sorts. For instance, customers can not modify the textual content measurement, hue, or background coloration or highlighting.⁴⁹

High 12 options for customer support software program

1- Clever chatbots

Determine 4: Instance of an clever chatbot

Supply:Tidio⁵⁰

A chatbot is an interactive platform that gives customer support by messaging, voice directions, or each on varied channels, together with model web sites, functions, or social media websites.

In accordance with PWC, an important facets of a profitable buyer expertise technique are velocity, comfort, and consistency.⁵¹

On this regard, chatbots have quite a few advantages, equivalent to:

• Delivering 24/7 help: Present particulars on services or products
• Providing personalized service: Making applicable services or products suggestions primarily based on buyer pursuits, actions, or demographics
• Eliminating pointless duties: Displaying an order’s standing with out requesting order particulars

2- Case administration / Incident administration

Determine: Instance of help ticket with a case administration function 

Supply: TrustRadius⁵²

~80% of service brokers really feel it’s difficult to take care of a stability between high quality and velocity whereas answering buyer questions.⁵³With out a case administration system, workers spend important time wanting by previous tickets or transferring unsolved points across the group. 

A case administration system helps you effectively ship help to shoppers, distributors, companions, and inside stakeholders by issuing a ticket (or incident ID) for every help question. Chances are you’ll use it to comply with the issue from begin to end, no matter whether or not you’re a shopper, companion, help consultant, or supervisor.

With the case administration function in customer support software program, organizations can:

• Present scalable shopper service
• Resolve incidents sooner
• Handle inquiries from all channels.
• Present brokers with an intensive view of the client
• Present the complete chronology of the client incident

3- Time monitoring

Determine: Timesheet

Supply: Rocketlane⁵⁴

Corporations use time monitoring to file the hours labored by workers. A time monitoring function in customer support software program makes this course of extra methodical and gives knowledge on how properly brokers handle their time.

With time monitoring service, groups might make the most of timesheets to doc the time (hours or minutes) they make investments on every venture and process.

4- Visible distant help

~70% of customers selected visible help, suggesting a desire for getting visible tips on-line.⁵⁵Visible distant help allows service brokers to visually resolve an issue for a buyer whereas guiding them by the entire course of and offering an answer on-screen by permitting clients to contact buyer help, area workers, or cloud specialists. 

Visible distant help helps customers with digital video sorts equivalent to:

• Video clips
• Computerized recordings
• Pc sharing
• Augmented actuality

5- Cloud voice

Determine: Instance of a cloud voice assistant

Supply: Verloop.⁵⁶

Greater than 90% of consumers are proud of their voice assistants, enabling them to multitask and obtain fast solutions to inquiries.⁵⁷

Service cloud voice allows brokers to immediately react to buyer inquiries and conduct communication from the service portal.

A few of the essential advantages of Service Cloud Voice are as follows:

• Corporations might ship extra specialised service 
• Service brokers can deal with calls extra effectively, decreasing the common response time
• Service supervisors might view all of inbound and outbound calls, on-line data and agent or buyer insights in actual time

6- Omnichannel service

73% of customers choose looking for data on a enterprise’s web site. Clients search fast and easy methods to speak with companies by easy channels.⁵⁸

Omnichannel customer support is a method that generates built-in, seamless client interactions amongst channels to foster a profitable buyer expertise. A chatbot, as an illustration, could also be used to contact customer support. If their drawback might take a very long time to deal with, they could be provided the choice of receiving a reply by electronic mail. 

Omnichannel service will help enterprise to:

• Improve firm’s income: Clients who use omnichannel service spend almost twice as a lot as those that use a single channel.⁵⁹
• Decrease buyer churn ratios: Corporations that present constant, high-quality service throughout a number of channels hold ~90% of their customers.⁶⁰
• Improve operational effectivity: Greater than 70% of leaders argue that combining groups and duties centered on the client expertise will enhance operational efficiencies.⁶¹

7- Efficiency administration

Efficiency administration is the method of monitoring, evaluating, and enhancing the efficiency (KPIs) of your customer support heart.

Offering high-performance experiences is crucial for shopper retention. In actual fact, ~60% of customers won’t make a purchase order from a model due to poor customer support.⁶²

Essential efficiency administration metrics to comply with:

• First response time
• Churn charge
• Conversion charge
• Common queue wait time
• Common decision time
• Buyer Satisfaction Rating (CSAT)

8- Self-service

Greater than 60% of US customers select autonomous self-service options for routine buyer help actions. People choose to make use of expertise reasonably than chat with a buyer help agent.⁶³

Self-service content material permits customers to unravel their very own points earlier than contacting a buyer help particular person. In the case of resolving widespread issues, ~90% of customers count on to have the ability to use a self-service help heart.⁶⁴

Self-service documentation will be distributed by:

• FAQ base
• Weblog posts
• Chatbots
• Neighborhood boards
• Social media boards

Different options to think about whereas choosing customer support software program

9- Social media integrations

Social media integration is a advertising strategy that enables companies to increase their promoting and branding efforts by using social media.

• 55% of consumers study new manufacturers by social media.⁶⁵
• ~80% of consumers usually tend to purchase from a model following a constructive social media interplay.⁶⁶
• ~70% of consumers acknowledged that social media permits them to speak with firms.⁶⁷

10- Multilingual help

Clients’ experiences enhance considerably once they can contact a help consultant who speaks their very own language; they’ll really feel extra comfy whereas speaking. Because of this, multilingual clients can result in extra favorable encounters and help you in constructing a popularity on your model.

Organizations offering multilingual help can:

• Lower buyer churn charges: ~30% of corporations report shedding customers because of a scarcity of multilingual assist.⁶⁸
• Improve SaaS buyer loyalty: 70% of consumers are extra loyal to companies that present service of their native language.⁶⁹
• Improve buyer tolerance: ~60% of customers are extra liable to tolerate points in the event that they obtain help of their language.⁷⁰
• Develop their viewers: 35% of finish clients might change merchandise if they may get assist in their native language.⁷¹

11- Free trial

A free trial is an important issue when buying customer support software program. Providing a free trial helps potential shoppers check the software program’s capabilities, performance, integrations, and suitability for his or her firm’s wants.

12-Pricing

When selecting a customer support software program answer, companies ought to take into account their wants and funds. Pricing is a crucial facet of creating a software program buy as a result of it’s the trade charge you placed on all of the tangible and intangible facets of what you are promoting. 

For extra on customer support software program

Try our different articles on customer support and assist desk software program to study different in style choices like Salesforce Service Cloud, Zoho Desk, Freshdesk, Zendesk, or Entrance:

Additionally, you’ll be able to seek for different distributors from our data-driven assist desk software program record.

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