/*! elementor - v3.16.0 - 09-10-2023 */
.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#69727d;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#69727d;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block} Stuck trying to choose between HubSpot and Zendesk? You’re not alone. With both software suites offering a variety of features and tools, it can be challenging to determine which one is the right fit for your small business. I’m AJ—here to make it easier. I’ve spent the last decade scaling my business to a multiple seven-figure exit . In that time, I learned what works (and doesn’t). My mission now is to help entrepreneurs achieve financial freedom and success in a fraction of the time it took me. My team and I went in-depth into both customer relationship management (CRM) platforms to take the guesswork out of the equation for you. Stick around to the end, where we declare one overall winner—bonus points if you can guess who it is!
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Bonfire Rating: 4.8/5 HubSpot CRM has everything you need to help manage customer relationships. Seriously, it's got it all.
Try HubSpot Free
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Bonfire Rating: 4.8/5 Zendesk is for people who are serious about customer relationships. It's one of the best service and CRM platforms on the market!
Try Zendesk Free
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We evaluated Zendesk and HubSpot thoroughly (over a six-month testing period). Here’s what we tested: Pricing & Free Version Top Features Customer Service Integrations Ease of Use Best Mobile App Knowledge and Learning Center Limitations Which One We Think is Best for Small Businesses
How We Objectively Test Each Platform:
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Expert Review
Features
Pricing
Customer Service
Integrations
Ease of Use
Mobile
AJ's got a knack for kick-starting businesses, putting them on autopilot, and setting them up for acquisition. Over the past decade, he's been right in the thick of things with hundreds of small businesses, helping them with just about everything under the business sun. If you need advice on software suites and choices? AJ's your guy.
We roll up our sleeves and dive into the top CRM features we think are pretty crucial for small businesses. Stuff like reports and analytics, options to customize your pipelines, and the ability to link up with other apps and services. We know what makes small businesses tick, so we know what features they need to get the job done.
Money matters, folks! When it comes to picking a CRM system, price is usually the deal-breaker. We give a big thumbs up if a provider charges $30 or less per user each month for their starter plan. Extra brownie points for throwing in a freebie plan or trial, options to scale up or down as needed, and the freedom to pay monthly or yearly. We're looking for flexability for small businesses.
We all know support is mega important when you're choosing a CRM platform. This is especially true for those smaller businesses or sales teams who can't afford to have tech wizards on their payroll. We put our detective hats on to see if these companies offer round-the-clock support, and we looked at the different ways you can get help. We're talking live chat (like, real-time convo), email tickets, a good old-fashioned phone call, and self-service tools (for the DIY-ers out there).
When you're in the business of picking a CRM, integrations are like the secret sauce that takes your burger from 'meh' to 'mind-blowing'. Imagine, all your favorite apps and tools, working together in perfect harmony, making your workflow smoother than a fresh tub of Nutella. When we review a CRM, we look at the integrations most SMB owners are looking for.
When you're reviewing a Customer Relationship Management (CRM) system, it's essential to pay close attention to its ease of use. After all, a CRM is as beneficial as its usability. A simple, intuitive interface saves you and your team a great deal of time and headache. When we're reviewing each CRM, this is a crucial aspect that we look for.
The importance of Mobile CRM cannot be overstated in today's digital age. It's essential for fostering strong customer relationships and managing business activities. Mobile access to CRM makes it possible for sales teams to update and access customer information in real time, improving efficiency and ensuring up-to-date data. Mobile CRM can have a massive impact on SMBs, so thoroughly testing it is essential for each one of our reviews.
How We Test CRMs
HubSpot Vs. Zendesk Comparison Chart
Here’s a quick look at how HubSpot matched up against Zendesk overall.
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HubSpot CRM Review
Zendesk Review
HubSpot Vs. Zendesk: Pricing
Pricing is a crucial factor to consider when choosing a CRM . Let’s see how HubSpot and Zendesk stack up when it comes to pricing plans.
HubSpot CRM Pricing
HubSpot CRM offers a free plan in addition to three paid plans: Free Plan – Free Forever Starter CRM Suite – $30/Month Professional CRM Suite – $1,335/Month Enterprise CRM Suite – $5,000/Month Check out our in-depth HubSpot pricing guide to learn more!
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Zendesk Sell CRM Pricing
Zendesk offers four pricing plans for its suite of service and sales tools. Zendesk offers the following plans: Suite Team – $69/Month Suite Growth – $115/Month Suite Professional – $149/Month Suite Enterprise – Custom Pricing All of Zendesk’s plans offer a 14-day free trial for you to check out before committing.
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Zendesk Vs. HubSpot Pricing Winner: HubSpot
AJ’s Take: HubSpot’s free tools give it the edge in this round. With no barrier to entry, HubSpot is a fantastic platform for SMBs to take advantage of. Plus, the basic plan is only $30/month compared to Zendesk’s $69/month.
Zendesk Vs. HubSpot: Top Features
Features can make or break a CRM. Here’s our head-to-head comparison of Zendesk and HubSpot regarding features.
HubSpot Top Features
HubSpot CRM offers many sales, marketing, and customer service tools to help you scale your SMB and manage customer relationships. Let’s go over some of our favorites.
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Pipeline Management
Great pipeline management can be the key to scaling your business. Thankfully, HubSpot offers fully customizable pipeline management to streamline your sales process and empower your sales teams to succeed! Here are some things we loved about HubSpot’s pipeline management: Customization: You can customize your pipeline stages, deal properties, and more to fit the unique needs of your business. Filtering: Easily filter deals by stage, owner, amount, name, and more to stay organized and focused on what matters most. Visualize Your Sales Funnel: With HubSpot’s drag-and-drop pipeline view, you can easily see where your deals are at any given time. Here’s a look at the dashboard customization process (during our six-month testing period). We could fully tailor our CRM to fit our team’s unique needs, making HubSpot perfect for niche SMBs. Once everything was customized, we input some of our affiliate marketing deals at Small Business Bonfire. Here’s how it looked once we had everything put in. We especially loved the drag-and-drop functionality, which allowed our team to easily move deals through the pipeline (in real time). Our takeaway: Great pipeline management is essential in scaling, and HubSpot’s got the goods! Based on our testing, they’ve got some of the best pipeline management in the biz.
Intuitive Meeting Scheduling
As your business grows, getting your entire team on the same page for meetings can cause major headaches. With HubSpot’s intuitive meeting scheduling feature, you can quickly and easily schedule meetings with team members or clients (eliminating all the back-and-forth emails). We started testing this feature (over six months) by scheduling some typical meetings at Small Business Bonfire. Here’s an example of a quick touch-base meeting we could set up and send out (in less than 5 minutes). We liked how we could easily send a link to the scheduling page so each person could add their preferred time slot (with just a click). Once everyone had responded, we could set the meeting time and automatically send out a calendar invite to all participants. Our two cents: HubSpot makes the tedious task of scheduling meetings a breeze with this powerful feature. It may not seem like much, but you’ll thank us later when you’re not drowning in a sea of email chains trying to schedule a meeting.
Support Ticketing
Managing your customer support tickets while your business grows can be a juggling act. That’s where HubSpot comes in to save the day. HubSpot makes it easy to accomplish the following: Create automated customer support ticketing workflows: You can set up automatic responses to common inquiries so your team can focus on more pressing matters. Track and manage tickets in one place: With HubSpot’s ticket dashboard, you can view, sort, filter, and prioritize tickets all in one place. Easily assign tickets to the right person: With a simple click, you can assign tickets to specific team members based on skillset or availability. Monitor customer satisfaction: You can track how your customers are being helped and make adjustments to improve their overall satisfaction. Plus, HubSpot offers multichannel support (through HubSpot Service Hub), which converts messages into tickets from the following sources: Live chat Chatbots Email Phone SMS Check out our tickets dashboard, which was easy to navigate using the drag-and-drop interface . Overall, resolving customer issues quickly and efficiently is key to scaling. HubSpot Service Hub gives you the customer service software needed to empower your customer service teams and take your customer interactions to the next level.
Customer Feedback Surveys
Gaining effective customer insights is a vital part of any business strategy, and HubSpot’s customer feedback surveys make it easy to collect valuable data. Here are some features we loved about HubSpot’s surveys: Customizable questions: With HubSpot’s survey builder, you can create custom questions and choose from various response types. Easily shareable: You can quickly share your survey via email, chat, or social media. In-depth reporting: Track and analyze responses to gain valuable customer insights. We created and sent out tons of surveys during our six-month testing period. These survey types included the following: Customer support Customer satisfaction Customer loyalty Custom survey Here’s how the interface looked to give you some context. The nitty gritty: HubSpot’s feedback surveys are a great tool for gathering valuable customer information and making data-driven business decisions. If you want to take your customer service operations to the next level, our money is on HubSpot.
Live Chat
In today’s digital landscape, connecting with your customers in real time is essential. If customers can’t get the help they need immediately, they might look elsewhere. With its great live chat capabilities, HubSpot Service Hub can help you ensure that doesn’t happen. With HubSpot Service Hub, we could easily create and customize live chat to add to our website (within less than 10 minutes). Here’s a sneak peek at the customization process during our testing. We were able to easily customize the following: Name Logo Color scheme Custom messages Once everything was customized to our liking, HubSpot gave us the code to embed directly onto our site. From there, we were in business (no coding knowledge needed). We ended up seeing an increase in website conversions and happier customers who could get their questions answered instantaneously.
Content Management Capabilities
In addition to a suite of CRM features, HubSpot offers a fully-fledged content management system (CMS) with its CMS Hub. With HubSpot, you can easily create and manage the following: Web pages Landing pages Blogs Plus, they offer fantastic themes and templates (shown below) to help beginners (and experts alike) create powerful content.
