Zendesk vs. HubSpot

Zendesk helps you infuse AI and automation into every interaction. Our system is trained on over 18 billion customer service interactions, so you get top-of-the-line guidance for improving agent performance and boosting CX. For example, AI agents are advanced chatbots that can provide comprehensive, 24/7 customer support and help agents deliver better interactions. Or, use AI copilots to automate tasks, deliver real-time insights, and give agents intelligent suggestions.

HubSpot also offers AI capabilities. Breeze, the platform's AI alias, allows users to integrate the technology into different touchpoints like content creation, social media marketing, sales prospecting, and customer service. These capabilities cast a wide net, but the CX-specific features are not as comprehensive as Zendesk.

Dive deeper into Zendesk AI.

See the Zendesk Agent Workspace in action.

With Zendesk, your agents can deliver fast and personalized support across any channel, managing all interactions in one place. Our intuitive, industry-leading Agent Workspace surfaces important customer context so agents don't have to toggle between apps and waste time searching for information, resulting in a streamlined experience for customers and employees. Zendesk also enables businesses to offer support over popular social messaging apps, opening up even more ways for customers to reach your business.

HubSpot’s omnichannel capabilities are not as extensive. It does not natively support frequently used social channels, like Line and Apple Messages for Business, and lacks native SMS support. Additionally, it lacks a true omnichannel workspace for agents. This means multiple conversations are spread across HubSpot’s agent workspace, increasing resolution times.

Zendesk offers robust analytics software with AI-powered workforce management (WFM) and quality assurance (QA) tools. Our QA solution evaluates 100 percent of interactions, helping you proactively address churn. Meanwhile, our WFM tools offer real-time insights into agent performance and accurately forecast staffing needs. With pre-built dashboards that integrate data from all channels, tracking performance is effortless. Customizing reports is seamless, too, letting you focus on the metrics that matter most to your business.

HubSpot offers a basic set of reporting and analytics tools, with only five service analytics reports and dashboards. The software has canned reporting, metrics, and dashboards with no custom drill-in or custom correlation. And users don’t have access to QA or WFM features for additional insights.

Improve agent performance with reports via Zendesk quality assurance software.

Learn more about Zendesk AI-powered knowledge base software.

Zendesk provides AI-powered knowledge base tools that empower customers to self-serve effortlessly, freeing your team to focus on more valuable tasks. AI-driven search helps customers quickly find answers, while tools like Content Cues help your team maintain the knowledge base by identifying gaps and flagging underperforming content for updates. Integration with Google Analytics allows for deep, data-driven optimization, ensuring your knowledge base stays effective and up-to-date.

HubSpot’s knowledge base lacks functionalities such as AI-based robust search capabilities and in-depth data analytics, limiting the user experience. Organizing and maintaining content effectively can be more challenging with fewer categorization levels and a lack of smart features like Content Cues. Additionally, HubSpot’s knowledge base is only available in higher-tier plans, making it less accessible to businesses with limited budgets.

Zendesk offers more than 1,700 pre-built apps and integrations on our Marketplace. This enables businesses to extend our software to meet any use case, unify their data across systems, and build a complete customer view. And Zendesk even integrates with HubSpot.

HubSpot offers a limited number of apps purpose-built for customer service, and only a fraction of its integrations are compatible with its service product. Users also cannot add individual permissions to apps, so they can’t prevent unintended access to certain information. Additionally, the ticketing workspace doesn't display integrated apps, meaning agents must leave their workspace to use them, impacting productivity and efficiency.

Build a 360-degree customer view with the Zendesk Marketplace.

Embrace AI-powered customer conversations with Zendesk voice software.

Zendesk provides a comprehensive voice solution for the AI era. We expertly blend genuine human connection with AI-powered precision to help teams manage calls and boost quality. Through our capabilities, you can assign an AI agent to answer calls, solve sophisticated interactions, and redirect customers to a human agent if necessary. After a call is complete, our AI will automatically summarize and deliver the call transcription directly into your agent's workspace so they can jump into the next conversation. Finally, AI-powered quality assurance allows managers to monitor team performance and identify churn risks and outliers.

HubSpot does not offer a comprehensive voice solution. Teams can make outbound calls through the platform with their HubSpot account and accept inbound calls via a browser or personal device. Teams can also record calls. However, there are no AI capabilities, making it harder for teams to perform at the same level of voice efficiency as they could with Zendesk.