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Customer Support · head to head

HubSpot Service Hub vs Reply.io

HubSpot Service Hub logo

HubSpot Service Hub

Customer Support

Customer service software for scaling companies

From
Free
Free plan
Yes
Full reviewWebsite
Reply.io logo

Reply.io

CRM

Multichannel sales engagement platform for email, LinkedIn, calls and SMS outreach

From
Free
Free plan
Yes
Full reviewWebsite

The short version

  • Each has a real cost: HubSpot Service Hub the free tier is capped at 2 users; Reply.io multichannel features and CRM sync require the higher-priced Professional tier or above.
  • They diverge on capability: HubSpot Service Hub covers Ticketing, Reply.io covers Multichannel sequences.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which HubSpot Service Hub and Reply.io actually diverge.

Attributes where HubSpot Service Hub and Reply.io differ
AttributeHubSpot Service HubReply.io
PlatformsWeb, Ios, Androidweb, api
CategoryCustomer SupportCRM
Founded20062014

Identical on both: starting price (Free), pricing model (subscription), free tier (Yes), 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 Service Hub

  • Ticketing
  • Knowledge base
  • Customer feedback
  • Live chat
  • Conversational bots
  • Reporting
  • HubSpot CRM
  • Slack

Only in Reply.io

  • Multichannel sequences
  • Contact database
  • AI email assistant
  • Deliverability tools
  • CRM sync
  • Reporting and analytics

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 Reply.io
  • Knowledge base and customer self-servicenot Reply.io
  • Live chat and chatbots on a websitenot Reply.io
  • Customer feedback surveys and CSATnot Reply.io
  • Support reporting tied into the HubSpot CRMnot Reply.io

Reply.io

  • Running multichannel outbound sequences combining email and LinkedInnot HubSpot Service Hub
  • Automating cold calling and SMS follow-ups alongside emailnot HubSpot Service Hub
  • Finding new B2B prospects from a built-in contact databasenot HubSpot Service Hub
  • Syncing outreach activity into an existing CRMnot 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

Reply.io

  • Multichannel features and CRM sync require the higher-priced Professional tier or above.
  • LinkedIn and calling/SMS automation are billed as separate per-account add-ons on top of plan pricing.
  • Pricing is per user, which can raise costs quickly for larger sales teams.
  • Monthly (non-annual) billing carries a notable price premium over the advertised annual rates.

Pricing, plan by plan

HubSpot Service Hub

Free
  • FreeFree
    • Contact management
    • Ticketing
    • Team email
  • Starter$10/month
    • Simple ticket automation
    • Multiple ticket pipelines
    • Live chat
  • Professional$100/month
    • Help desk workspace
    • Customer success workspace
    • Customer agent
  • Enterprise$150/month
    • Skill-based routing
    • Conditional SLAs
    • Customer journey analytics

Reply.io

Free
  • FreeFree
    • Limited monthly emails
    • Basic sequence features
  • Starter$49/month
    • Email-only sequences
    • Billed annually per user
  • Professional$89/month
    • Multichannel sequences
    • CRM sync
    • Billed annually per user
  • Ultimate$139/month
    • Full AI suite
    • Highest sending limits
    • Advanced reporting and integrations

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.
HubSpot Service Hub review

Choose Reply.io if

  • You need multichannel sequences.
  • You want to start without paying.
  • You work on web, api.
  • You also want contact database.
Reply.io review

Questions people ask

Is HubSpot Service Hub or Reply.io better?
Neither clearly leads. HubSpot Service Hub starts at Free and Reply.io at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, HubSpot Service Hub or Reply.io?
HubSpot Service Hub starts at Free and Reply.io at Free.
Does HubSpot Service Hub or Reply.io run on more platforms?
HubSpot Service Hub runs on Web, Ios, Android. Reply.io runs on web, api.
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 Reply.io is typically brought in for.
What can HubSpot Service Hub do that Reply.io cannot?
HubSpot Service Hub covers Ticketing, Knowledge base, Customer feedback, Live chat. Reply.io covers Multichannel sequences, Contact database, AI email assistant, Deliverability tools.

Answered from the vendors’ own pages

HubSpot Service Hub: How much does HubSpot Service Hub cost per user?

Free plan at $0/month. Starter at $10/month per seat (new customers; regular $20/month), Professional at $100/month per seat, Enterprise at $150/month per seat.

Source
HubSpot Service Hub: What is the free trial length for HubSpot Service Hub?

A 14-day free trial is available for evaluating Service Hub functionality before commitment to a paid plan.

Source
HubSpot Service Hub: Does HubSpot Service Hub have a free permanent plan?

Yes, the free plan includes contact management, ticketing, and team email features at $0/month with no credit card required.

Source
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