Nowadays, there is great competition in the global business sector. As a result, increasingly more companies worldwide are looking for efficient tools to manage their customer relationships. Among the most effective apps, successful entrepreneurs note HubSpot and Zendesk. But which one is the best? Experts created a brief yet comprehensive Zendesk vs HubSpot comparison to respond to this question. So, let’s dive deeper into the specified match.
Extensibility & Integrations of Zendesk and HubSpot
Experts advise using the services of reputable specialists when integrating the specified customer support software, though. That’s because only trustworthy professionals are able to integrate the platform you prefer properly and at a favorable price. You may find skilled specialists, e.g., at help-desk-migration.com.
Zendesk’s Flexibility in Terms of Extensibility and Integrations
The mentioned software may be integrated with plenty of popular tools, like Slack, Salesforce, or Jira. The number of its integrations is a little lower compared with HubSpot, though. But that’s not a big problem, as the described software allows you to create custom integrations. That’s because of Zendesk’s open API.
HubSpot Extensibility & Integrations
This application offers more than 500 integrations (Shopify, Zapier, etc.). However, this software also has an open API. The latter enables developers to make custom integrations, like in the case of Zendesk. Thus, you can build unique tools for certain business necessities. Such a feature allows entrepreneurs to easily integrate HubSpot with their other apps.
Shared Inbox Feature
Both applications offer a shared inbox function that enables teams to assign conversations to their particular agents and cooperate on customer emails. However, HubSpot Service Hub offers some additional features. This, for example, includes email templates and canned responses. These features save time. Moreover, HubSpot suggests an email tracking option. The latter helps companies work more effectively and provides better customer service.
Zendesk Support also has extra features as part of its shared inbox function. The list of such options, for instance, includes automation, macros, and triggers. Generally, the shared inbox functions of Zendesk, as well as HubSpot, offer similar-quality features. So, both platforms are good for those striving to enhance their shared inbox management.
Customer Portal Feature Comparison
Among the key features of HubSpot’s customer portal, experts note the following ones:
- Capability to access ticket status updates and knowledge bases.
- Single sign-on abilities. This allows for a consistent customer experience when accessing their profile info and provides a tailored approach to each consumer.
- Multilingual support. The latter is particularly relevant for international companies.
Zendesk’s customer portal (Guide), in turn, provides customers with the subsequent possibilities:
- evaluation of updates to the community contributions and knowledge base;
- tracking their support requests’ progress;
- location of relevant data using a specialized customer web page.
So, both platforms offer qualitative customer portals. However, Zendesk’s solution still has a simpler design and more advanced features. Also, the mentioned software delivers a branded and seamless experience to its users.
Other Features’ Comparisons
Additionally, it’s worth noting the following functions of the described platforms:
- Knowledge Base Tool. Zendesk’s solution suits those striving to improve only their customer support and service. HubSpot, for its part, is an excellent choice for companies that already employ its marketing automation features as well as CRM.
- SLA Handling functionality. Service Hub offers more flexibility to its users. Furthermore, it has a real-time tracking feature. So, this software is better for businesses that need more control and customization over their SLAs to provide customers with more authentic service.
- Support system. Zendesk offers great customer engagement features (e.g., social media support). So, it’s more suitable for large companies. HubSpot, in turn, delivers the support system that allows for managing customer requests effectively while employing sales and marketing tools as a part of the unified platform.
Finally, experts note that Zendesk Suite subscriptions are cheaper. HubSpot’s tariff plans come with more enhanced features, though.
So, Which Platform Comes on Top?
Zendesk and HubSpot are both popular customer support platforms that offer their users plenty of helpful features for different business necessities. However, HubSpot suits companies striving to streamline their operations and needing wide integration possibilities. It’s an all-in-one application that includes a ticketing system, a CRM, and comprehensive automation tools.
Zendesk, in turn, is a stand-alone ticketing software that may be integrated with plenty of tools. It’s cheaper to use and has numerous customizable options. Furthermore, the specified platform stands out for its great scalability. So, it suits any-size business.
