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Live Chat & Chatbots · head to head

HubSpot Live Chat vs Zendesk

HubSpot Live Chat logo

HubSpot Live Chat

Live Chat & Chatbots

Live chat integrated with HubSpot CRM platform

From
Free
Rated
-
Full reviewWebsite
Zendesk logo

Zendesk

All industries

Champions of customer service

From
$19/month
Rated
-
Full reviewWebsite

The short version

  • Only HubSpot Live Chat has a free tier, so it costs nothing to try first.
  • Each has a real cost: HubSpot Live Chat the Internet Archive's capture of HubSpot's live chat page on 4 January 2022 confirmed live chat is offered free as part of Service Hub, which the page states also has separate premium plans, though no premium figure appeared on the page itself.; Zendesk aI agents operate on per-resolution billing; customers pay only when an AI agent successfully resolves a ticket without escalation
  • They diverge on capability: HubSpot Live Chat covers Live chat messaging, Zendesk covers Ticket management.

Where they differ

Only the attributes on which HubSpot Live Chat and Zendesk actually diverge.

Attributes where HubSpot Live Chat and Zendesk differ
AttributeHubSpot Live ChatZendesk
Starting priceFree$19/month
Pricing modelfreemiumsubscription
Free tierYesNo
PlatformsWeb, Mobile app, IOS, AndroidWeb
CategoryLive Chat & ChatbotsAll industries
Founded20062007

Identical on both: user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in HubSpot Live Chat

  • Live chat messaging
  • CRM integration
  • Visitor identification
  • Chatbot builder
  • Gmail
  • Outlook
  • Web support
  • Mobile app support

Only in Zendesk

  • Ticket management
  • Omnichannel support
  • Knowledge base
  • Live chat
  • Call center
  • Analytics & reporting
  • Automation
  • Customer satisfaction

Both cover

  • Salesforce
  • Slack

What people use each for

The jobs each tool is most often brought in to do.

HubSpot Live Chat

  • Customer engagementnot Zendesk
  • Lead generationnot Zendesk
  • Customer supportnot Zendesk
  • Sales automationnot Zendesk

Zendesk

  • Help desk and ticketing system managementnot HubSpot Live Chat
  • Omnichannel customer supportnot HubSpot Live Chat
  • Knowledge base and self-service portalsnot HubSpot Live Chat
  • AI-assisted customer servicenot HubSpot Live Chat

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

HubSpot Live Chat

  • The Internet Archive's capture of HubSpot's live chat page on 4 January 2022 confirmed live chat is offered free as part of Service Hub, which the page states also has separate premium plans, though no premium figure appeared on the page itself.

Zendesk

  • AI agents operate on per-resolution billing; customers pay only when an AI agent successfully resolves a ticket without escalation
  • Copilot and Contact Center features available as separate add-ons at £50+/agent/month
  • Advanced routing, workforce engagement, and approval workflows limited to Enterprise tier
  • Highest tier requires sales consultation and custom pricing

Pricing, plan by plan

HubSpot Live Chat

Free
  • FreeFree
    • Live chat
    • CRM
    • Basic features
  • Starter$50/month
    • Marketing automation
    • Enhanced features
  • Professional$320/month
    • Advanced workflows
    • Custom reporting

Zendesk

$19/month

No published plan breakdown. See the Zendesk review.

Which should you pick?

Choose HubSpot Live Chat if

  • You need live chat messaging.
  • You want to start without paying.
  • You work on Web, Mobile app, IOS, Android.
  • You also want crm integration.
HubSpot Live Chat review

Choose Zendesk if

  • You need ticket management.
  • You also want omnichannel support.
Zendesk review

Questions people ask

Is HubSpot Live Chat or Zendesk better?
Neither clearly leads. HubSpot Live Chat starts at Free and Zendesk at $19/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, HubSpot Live Chat or Zendesk?
HubSpot Live Chat has a free tier; the other does not. Paid plans start at Free for HubSpot Live Chat and $19/month for Zendesk.
Does HubSpot Live Chat or Zendesk run on more platforms?
HubSpot Live Chat runs on Web, Mobile app, IOS, Android. Zendesk runs on Web.
Can I use HubSpot Live Chat for free?
Yes. HubSpot Live Chat has a free tier, so you can try it without paying. Zendesk starts at $19/month.
What is HubSpot Live Chat best used for?
HubSpot Live Chat is most often used for customer engagement, lead generation, customer support, sales automation. Of those, customer engagement and lead generation are not what Zendesk is typically brought in for.
What can HubSpot Live Chat do that Zendesk cannot?
HubSpot Live Chat covers Live chat messaging, CRM integration, Visitor identification, Chatbot builder. Zendesk covers Ticket management, Omnichannel support, Knowledge base, Live chat. Both handle Salesforce, Slack.
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