Software · head to head
HubSpot Service Hub vs Amazon Connect
HubSpot Service Hub
Software
Customer service software for scaling companies
- From
- Free
- Rated
- -
The short version
- Each has a real cost: HubSpot Service Hub the free tier is capped at 2 users; Amazon Connect telephony is charged separately from the platform, so the $0.038 per minute voice rate is not the whole cost of a call
- They diverge on capability: HubSpot Service Hub covers Ticketing, Amazon Connect covers Voice.
Where they differ
Only the attributes on which HubSpot Service Hub and Amazon Connect actually diverge.
| Attribute | HubSpot Service Hub | Amazon Connect |
|---|---|---|
| Pricing model | subscription | usage-based |
| Platforms | Web, Ios, Android | Web |
Identical on both: starting price (Free), free tier (Yes), user rating (Not yet rated), category (Unknown), founded (2006).
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 Service Hub
- Ticketing
- Knowledge base
- Customer feedback
- Live chat
- Conversational bots
- Reporting
- HubSpot CRM
- Slack
Only in Amazon Connect
- Voice
- Chat
- Tasks
- ML-powered analytics
- Contact Lens
- Outbound campaigns
- Forecasting
- ServiceNow
Both cover
- Salesforce
- SOC2
- Web support
What people use each for
The jobs each tool is most often brought in to do.
HubSpot Service Hub
- Shared inbox and ticketing for a support teamnot Amazon Connect
- Knowledge base and customer self-servicenot Amazon Connect
- Live chat and chatbots on a websitenot Amazon Connect
- Customer feedback surveys and CSATnot Amazon Connect
- Support reporting tied into the HubSpot CRMnot Amazon Connect
Amazon Connect
- Cloud contact centre with no per-seat licencenot HubSpot Service Hub
- Voice, chat, email and SMS in one queuenot HubSpot Service Hub
- Conversational analytics and agent assistnot HubSpot Service Hub
- Outbound campaigns and automated contactnot HubSpot Service Hub
- Workforce scheduling for contact centre agentsnot HubSpot Service Hub
Where each one falls short
Documented limitations, not opinions. Every one is a constraint you would hit in normal use.
HubSpot Service Hub
- The free tier is capped at 2 users
- Professional carries a one-off onboarding fee of $1,500, and Enterprise $3,500, on top of the seat price
- Seats are $90 a month billed monthly against $100 billed annually on Professional, so the annual commitment is not the cheaper option per month
- AI features run on monthly credits, 500 on Starter and 3,000 on Professional, which do not roll over
- Extra credits cost $0.010 each once the monthly allocation is spent
Amazon Connect
- Telephony is charged separately from the platform, so the $0.038 per minute voice rate is not the whole cost of a call
- Every channel is metered individually: $0.010 per chat message, $0.080 per email and $0.014 per SMS
- Rates vary by region and by third-party provider, so a published figure is indicative rather than final
- Cost tracks contact volume, which makes forecasting hard for a queue with seasonal peaks
Pricing, plan by plan
HubSpot Service Hub
Free- FreeFree
- Ticketing
- Live chat
- Calling
- Starter$45/month
- Conversation routing
- Simple ticket automation
- Multiple currencies
- Professional$450/month
- Knowledge base
- Customer feedback
- Custom reporting
- Enterprise$1200/month
- Goals
- Conversation intelligence
- Custom objects
Amazon Connect
Free- Pay-as-you-go$0.018/minute
- Voice minutes
- Free tier available
- No upfront costs
Which should you pick?
Choose HubSpot Service Hub if
- You need ticketing.
- You want to start without paying.
- You work on Web, Ios, Android.
- You also want knowledge base.
Choose Amazon Connect if
- You need voice.
- You want to start without paying.
- You also want chat.
Questions people ask
- Is HubSpot Service Hub or Amazon Connect better?
- Neither clearly leads. HubSpot Service Hub starts at Free and Amazon Connect at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
- Which is cheaper, HubSpot Service Hub or Amazon Connect?
- HubSpot Service Hub starts at Free and Amazon Connect at Free.
- Does HubSpot Service Hub or Amazon Connect run on more platforms?
- HubSpot Service Hub runs on Web, Ios, Android. Amazon Connect runs on Web.
- Can I use HubSpot Service Hub for free?
- Both have a free tier, so you can try either at no cost before committing.
- What is HubSpot Service Hub best used for?
- HubSpot Service Hub is most often used for shared inbox and ticketing for a support team, knowledge base and customer self-service, live chat and chatbots on a website, customer feedback surveys and csat. Of those, shared inbox and ticketing for a support team and knowledge base and customer self-service are not what Amazon Connect is typically brought in for.
- What can HubSpot Service Hub do that Amazon Connect cannot?
- HubSpot Service Hub covers Ticketing, Knowledge base, Customer feedback, Live chat. Amazon Connect covers Voice, Chat, Tasks, ML-powered analytics. Both handle Salesforce, SOC2, Web support.