| Functionality | 8 <p>HubSpot offers all of the support functionality most SMBs will need. It supports most channels, and you can also create help centres. It also has sophisticated automation and reporting functionalities.</p><p>However, it lacks some features like AI context suggestion, creation of community forums, and sophisticated chat functionality the likes of Intercom.</p> | 9 <p>Zoho Desk offers very rich support functionality. It supports most channels, and the creation of help centres and community forums. It also has pretty advanced automation, AI and reporting functionality.</p><p>However, Zoho Desk doesn't support native SMS as a support channel, and has limited chat functionality compared to competitors.</p> |
| Ease of Use | 3 <p>HubSpot Service Hub is a powerful tool, though it takes time to implement. This is particularly true if you're setting up complex workflows automations which connects with third-party apps.</p><p>The inbox view is cluttered, and there are no keyboard shortcuts and macros that could help speed up support agents' workflows.</p> | 2 <p>Zoho is bogged down by complex, unique terms like "guided conversations" and "static card block." Key workflows like replying to tickets take more clicks than average. Settings are scattered over the pages. There's an almost overwhelming amount of features (e.g. 13 tabs in total in a single open ticket view). So while powerful, Zoho's complexity can slow you down significantly.</p> |
| Look and feel | 5 <p>HubSpot's inbox is cluttered and overwhelming. Too much information is displayed without color-coding, making it hard to find key details. While page load times are acceptable at 2-3 seconds, the interface could be more intuitive and smooth.</p> | 2 <p>Zoho Desk feels dated and cluttered, both internally and externally. Page load times are often slow. We haven't found a default Help Center theme that we'd feel confident sharing with customers</p> |
| Customisability | 7 <p>HubSpot offers great customisability for workflows but lacks some customisation for user-facing elements.</p><p>You can create custom fields, views, objects, and customer segments. Combined with custom event tracking, this allows for highly personalised customer experiences.</p><p>However, the customisation options for the Help Centre are limited compared to some competitors.</p> | 8 <p>Zoho Desk offers extensive customization for both internal and external pages. Externally, you can fully customize the style and layout of your Help Centre (which supports over 50 languages), as well as the Live Chat widget, with the flexibility to incorporate custom code.</p><p>Internally, you have the ability to create custom data objects and personalize the layout and display of information in your agent workspace, which dynamically updates based on ticket content.</p> |
| Ease of Setup | 4 <p><span style="color: rgb(0, 0, 0);">Despite offering a self-serve free trial, we get the impression that HubSpot is not optimised for a smooth self-serve onboarding process. Initial setup was clunky, taking over 10 minutes. Connecting your first channels is an obscure process. It's clear that though HubSpot Service Hub is a powerful tool, it takes time to implement when it comes to setting up integrations, getting familiar with its sales oriented interface and implementing any workflow automations you need.</span></p> | 4 <p>Despite offering a self-serve free trial, we get the impression that Zoho is not optimised for a smooth self-serve onboarding process. Initial setup was confusing and clunky, taking over 15 minutes. Connecting your first channels is an obscure process. For example, there is no one-click email connection process and instead you'll need to set up email forward manually. Additionally, Zoho's unintuitive UX means deeper customization is also a frustrating process that can take several days.</p> |
| Customer Support | 6 <p>HubSpot's customer support is decent. Non-discounted paying customers get access to phone/video support. Discounted or non-paying customers have access to articles and live chat support, which is available 24/7 and generally provides good answers.</p> | 6 <p>While Zoho offers 24/7 support live chat in-app, the response can be inconsistent in terms of helpfulness. The help centre is of relatively low quality, with many articles receiving mixed feedback from users.</p> |
| Integratability | 8 <p>HubSpot offers hundreds of pre-built integrations with common third-party tools that SMBs use, including CRMs, email marketing tools, and project management systems. It also has an extensive marketplace for additional integrations and an API for custom integrations.</p> | 8 <p>Zoho Desk offers hundreds of pre-built integrations with common third-party tools that SMBs use, including CRMs, email marketing tools, and project management systems. It also has an extensive marketplace for additional integrations and an API for custom integrations.</p> |
| Ease of Migration | 8 <p>HubSpot allows users to export key data (e.g. ticket and agent volume) via self-serve. Export of most other data are also available via API.</p> | 6 <p>Zoho Desk allows for self-serve export of key data, however, to export email threads, you'll need to request it by emailing support.</p> |
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