Freshdesk vs HubSpot
Last updated: September 22, 2020
Freshdesk was built ground-up to make your agents’ lives better. That is why you will find intelligent capabilities out-of-the-box, that automatically categorize, prioritize and dispatch your tickets, and even suggest the best solutions when you get one.
HubSpot offers a full stack of software for marketing, sales, and customer service, with a completely free CRM at its core. They’re powerful alone — but even better when used together.
Freshdesk vs HubSpot in our news:
2020. HubSpot’s new end-to-end sales hub aims to simplify CRM for mid-market customers
HubSpot, the firm that made its name by helping to define the in-bound marketing concept, announced the HubSpot Sales Hub Enterprise. While the company has been offering a CRM tool for five years now, where they feel they have addressed ease-of-use issues for salespeople, the new tool is about bringing a new end-to-end approach addressing not only the needs of sales people, but management and system admins, as well. HubSpot specifically sees larger companies in this space, like Adobe, Salesforce and SAP, acquiring different pieces of the stack, then incorporating them into a solution, or customers pulling together different pieces of the stack themselves. The company believes that by building a single integrated solution themselves, it’s going to be naturally easier to use.
2020. HubSpot unveils new content management system for marketers
HubSpot, the inbound marketing firm, is launching a standalone content management system designed to make it easy for marketing personnel to add and update content. While content management, in a sense, has been core to HubSpot from the beginning — many companies use their blogging platform, for example — the company built this one from the ground up for marketers. It allows developers to use the languages they want to build the site, while taking advantage of the HubSpot CMS’s modular structure. At the same time, the modules give marketers a friendly interface to make frequent changes required in a modern website.
2020. Freshworks acquires AnsweriQ
Customer engagement platform Freshworks has acquired AnsweriQ, a startup that provides AI tools for self-service solutions and agent-assisted use cases where the ultimate goal is to quickly provide customers with answers and make agents more efficient. AnsweriQ, which has customers that use Freshworks and competing products, will continue to operate its existing products for the time being. Over time, Freshworks, of course, hopes to convert many of these users into Freshworks users as well. The company also plans to integrate AnsweriQ’s technology into its Freddy AI engine.
2019. Freshworks raises $150M Series H on $3.5B valuation
Freshworks, a company that makes SaaS helpdesk and CRM software, announced a $150 million Series H investment on a hefty $3.5 billion valuation. The company also announced today a new unified data platform called the “Customer-for-Life Cloud” that runs across all of its tools. It covers marketing, sales, support and customer success — all of the aspects of a customer across the entire life cycle journey and brings them to a common data model where a business that is using Freshworks can see the entire life cycle of the customer. Freshworks, which launched in 2010, has almost 2,500 employees, a number that’s sure to go up with this new investment. It has 250,000 customers worldwide, including almost 40,000 paying customers. These including Bridgestone Tires, Honda, Hugo Boss, Toshiba and Cisco.
2018. HubSpot added customer service tools to its marketing platform
HubSpot is expanding beyond sales and marketing with the official launch of its Service Hub for managing customer service. It includes an universal inbox for all your customer communications, a bot-builder to automate some of those customer interactions, tools for building a company knowledge base (which can then be fed into the bot-builder), tools for creating surveys and a dashboard to track how your service team is doing. ServiceHub benefits from being integrated with HubSpot’s existing products, allowing businesses to track their interactions with a customer across sales, marketing and support.
2017. HubSpot unveiled Conversations
CRM, marketing, sales and customer experience provider HubSpot unveiled a series of product updates that include integrations with Facebook (advertising), Shopify (ecommerce) and a new "Conversations" tool that, with the help of chatbots, unites customer messages into one inbox. According to HubSpot, Conversations is the evolution of our live chat platform. Having messages in one place is critical for moments like the handoff from sales to support. Features include conversation tie-ins to HubSpot CRM and the ability to build chatbots to aid the conversations process — leveraging technology from HubSpot’s recent acquisition of chatbot platform Motion AI.
2017. Marketing platform HubSpot acquires AI startup Kemvi
Inbound marketing and sales platform HubSpot has acquired Kemvi, a startup applying artificial intelligence and machine learning to help sales teams. A few months ago, Kemvi launched DeepGraph, a product that analyzes public data so that salespeople can ident ify the best time (say, after a job change or the publication of an article) to reach out to potential customers. It also proactively reaches out to verify leads. HubSpot had been looking for new ways to bring AI technology into its platform to fight alternatives. It found Kemvi particularly appealing because it addressed a real need among salespeople.
2017. Freshdesk acquires chatbot startup Joe Hukum
Help desk service Freshdesk has acquired Joe Hukum, a startup out of India that offers a platform for businesses to build their own chatbots. Joe Hukum, formerly known as Speedy, was originally focused more on building its own personal assistant / concierge app to help people order goods and services before pivoting to present the service as a platform for building bots for other businesses. Joe Hukum’s knowledge tree coding has been built to automates sales, service and support workflows, and so the team from the startup will be building bots on top of existing Freshworks products to help it stand out over alternative services. The deal underscores the continuing interest in chatbots that we’re seeing from the world of customer support: companies are looking for more efficient and less expensive ways to provide basic information and help to their customers, and many have their sights set on chatbots as a viable solution, notwithstanding that a lot of what is being built right now still in its very early stages.
2017. Freshdesk acquired data integration startup Pipemonk
Freskdesk has acquired Banglaore-based startup Pipemonk that helps companies move data between cloud applications such as CRM, eCommerce, marketing and help desk services. The latter is particularly important to Freshdesk, whose primary products include customer service and help desk offerings. Pipemonk gives Freshdesk more than simply a generic way to automate the flow of data between services. It will have practical application in-house, helping pull together the half dozen services, Freshdesk has acquired in a mini shopping binge over the last 16 months.
2016. Customer service app Freshdesk scores $55 million
Freshdesk has got $55 million to move beyond the pure customer service app. The company is looking to aggressively expand across the entire product line, and this money gives them plenty of space to do that. While they don’t intend to build a data product like Zendesk recently announced, that doesn’t mean the company doesn’t have big plans to use the data it collects in its products to deliver smarter, more data-driven functionality. In fact, they have been working on adding more intelligence to their products in 2017, even before the new funding. Ideally, the software can assist the agent to take the most reasonable course of action to help a customer, whether that customer is external or internal.