HubSpot Service Hub vs Capacity Comparison

Overview

HubSpot Service Hub is a cloud-based customer service platform, which aims to simplify processes for managing customer queries...

Capacity is an AI and knowledge management solution designed to help organizations automate operations related to customer...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Screenshots

Pricing

Starting from
$0.00/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
/
No info available
/
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

52

50

6

1

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

4.5

(11)

5

4

3

2

1

7

2

2

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
91%
would recommend this app

Pros

There is room for improvement but the Hubspot staff always listen to my feedback. On the occasions when I have needed help they have been immensely helpful and attentive.
It's taken a while to learn the idiosyncrasies of the platform and get it into workable, flexible solution for multiple clients but its very good and the experience has been positive.
Overall the service hub has been a fantastic tool. We have been able to capture and manage customer expectations immediately and effectively thanks to the Surveys specifically.

Pros

Cons

For example, you cannot use HubSpot forms to populate custom Ticket properties, which renders them almost useless as a means of collecting information about the customer's problem.
Hubspot ensures that no customer support issue is going to get "lost in the shuffle.
Fine-tune editing of text, images and page layout are sometimes required, yet there's no way to implement that level of editing due to a complete lack of css / html editor for Knowledge Base articles.

Cons

  • Vendor responds to reviews
  • Last review3 months ago
  • Vendor responds to reviews
  • Last reviewN/A

Key features

  • Total features34
  • API
  • Access Control
  • Active Directory Integration
  • Activity Dashboard
  • Alerts / Escalation
  • Appointment Management
  • Auto-Responders
  • Automated Scheduling
  • Call List Management
  • Call Routing
  • Categorization
  • Chat
  • Chat Transcript
  • Communication Management
  • Content Management
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Service Analytics
  • Customizable Branding
  • Data Filtering
  • Data Storage Management
  • Data Verification
  • Document Storage
  • Drag & Drop Interface
  • Duplicate Detection
  • Email Integration
  • Email Templates
  • Feedback Automation
  • Feedback Management
  • Filtered Views
  • Follow-up Scheduling
  • Full Text Search
  • Goal Setting / Tracking
  • Knowledge Base Management
  • Meeting Management
  • Member Account Access
  • Multi-Channel Communication
  • Permission Management
  • Pipeline Management
  • Prioritizing
  • Project Workflow
  • Projections
  • Reporting & Statistics
  • Role-Based Permissions
  • Search Functionality
  • Secure Data Storage
  • Self Service Portal
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Third Party Integration
  • Video Management
  • Total features24
  • API
  • Access Control
  • Active Directory Integration
  • Activity Dashboard
  • Alerts / Escalation
  • Appointment Management
  • Auto-Responders
  • Automated Scheduling
  • Call List Management
  • Call Routing
  • Categorization
  • Chat
  • Chat Transcript
  • Communication Management
  • Content Management
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Service Analytics
  • Customizable Branding
  • Data Filtering
  • Data Storage Management
  • Data Verification
  • Document Storage
  • Drag & Drop Interface
  • Duplicate Detection
  • Email Integration
  • Email Templates
  • Feedback Automation
  • Feedback Management
  • Filtered Views
  • Follow-up Scheduling
  • Full Text Search
  • Goal Setting / Tracking
  • Knowledge Base Management
  • Meeting Management
  • Member Account Access
  • Multi-Channel Communication
  • Permission Management
  • Pipeline Management
  • Prioritizing
  • Project Workflow
  • Projections
  • Reporting & Statistics
  • Role-Based Permissions
  • Search Functionality
  • Secure Data Storage
  • Self Service Portal
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Third Party Integration
  • Video Management

Integrations

  • Total integrations48
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations14
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM

Security

  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation
  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation

HubSpot Service Hub vs. Capacity

See how HubSpot Service Hub and Capacity stack up against each other by comparing features, pricing, ratings and reviews, integrations, screenshots and security. Compare real user opinions on the pros and cons to make more informed decisions.