HubSpot CRM vs Pega Customer Service comparison

HubSpot and Pega are both solutions in the CRM category. HubSpot is ranked #6 with an average rating of 8.2, while Pega is ranked #30 with an average rating of 8.5. HubSpot holds a 2.3% mindshare in CRM, compared to Pega’s 0.2% mindshare. Additionally, 98% of HubSpot users are willing to recommend the solution, compared to 100% of Pega users who would recommend it.

HubSpot CRM

Read 47 HubSpot CRM reviews

959 Views
649 Comparison Views

98% willing to recommend

Pega Customer Service

Read 4 Pega Customer Service reviews

106 Views
46 Comparison Views

100% willing to recommend

HubSpot CRM

Pega Customer Service

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Executive SummaryUpdated on Dec 19, 2024

HubSpot CRM and Pega Customer Service compete in the customer management space. User reviews indicate HubSpot CRM has an advantage in pricing and customer support, while Pega Customer Service stands out with its advanced features.

Features: HubSpot CRM is known for its marketing automation, sales pipeline management, and seamless integration capabilities. Pega Customer Service is recognized for its advanced case management, AI-driven insights, and automation capabilities. HubSpot caters to small to medium businesses with simplified tools, while Pega focuses on complex enterprise solutions.

Room for Improvement: HubSpot CRM could enhance its enterprise-level scalability, increase customization options, and expand reporting functionalities. Pega Customer Service may improve by simplifying its user interface, reducing deployment times, and increasing customer support responsiveness.

Ease of Deployment and Customer Service: HubSpot CRM is praised for quick deployment and user-friendliness, requiring minimal IT support. Pega Customer Service, while comprehensive, requires more resources and time due to customization needs.

Pricing and ROI: HubSpot CRM offers a lower initial cost, making it budget-friendly and enabling faster ROI due to quick setup. Pega, though expensive initially, promises long-term ROI through its extensive features for large-scale operations.

To learn more, read our detailed HubSpot CRM vs. Pega Customer Service Report (Updated: April 2025).

Buyer's Guide

HubSpot CRM vs. Pega Customer Service

April 2025

Download the complete report

Helped 850,028 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

HubSpot CRM

Ranking in CRM

6th

Average Rating

8.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

No ranking in other categories

Pega Customer Service

Ranking in CRM

30th

Average Rating

8.6

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of May 2025, in the CRM category, the mindshare of HubSpot CRM is 2.3%, up from 2.1% compared to the previous year. The mindshare of Pega Customer Service is 0.2%, up from 0.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Featured Reviews

Charles Dickens

President at iCIO, Inc

Effortlessly manage relationships with seamless contact data integration

The primary area to improve is creating deployable packages. When I buy into HubSpot, I have a list of checks, however, I am left to figure out how to use it. I start with a budget, and it's just a persistent sales demand. HubSpot should establish some pre-deployable packages that, when contracted, offer basic functionality. It is important to be clear about what it doesn't provide or what else is needed. I can outfit myself with my own tools or other options as I evaluate the board. They are building businesses for themselves. However, there's always a limiting function encountered. Understanding limitations upon entry would be beneficial so I don't constantly stumble upon unknown constraints. A package covering everything in a particular area without requiring the entire purchase would be excellent.

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Balaji Choda

Architect at American Express

Offers different categories, and each is specialized by market (corporate, consumer, etc.) and line of business (consumer, corporate, or small business)

There are different categories of features. * One category is account information. Under account information, we have contact details, contact history, employment details, limits, card replacements, and card features. * Another category is card features, which include account features, benefit factors, business development services, automation teams, and promotions. There are different categories like this, and each is specialized by market (corporate, consumer, etc.) and line of business (consumer, corporate, or small business). The market can be in APAC, EMEA, or the UK. It's designed so that each task can be specialized by market and line of business.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"HubSpot's customer service is excellent and fast."

"The ability to track revenue and complete forecasting has been the most valuable feature."

"It is quite customizable if I know what I am doing."

"HubSpot CRM's most valuable features are that it is straightforward and it gives us most of the things that we need and it is easy to onboard with it. You don't need specific integrations with IT, which is very good. The learning curve for HubSpot CRM is quite easy."

"Very scalable CRM platform with multiple functions, e.g. marketing, ticketing, and service."

"The user interface is good, and they have built-in capabilities; I can integrate it with LinkedIn or my mailing list."

"The most valuable feature for me is when I encounter a company or a person, I can drop in their URL, and it pre-populates various details like address information and other contacts they might have."

"The best thing about HubSpot is its clear workflow. Anyone can understand the flows of your contacts, your emails, their delivery dates, and the reasons behind their movements."

More HubSpot CRM pros

"The technical support provided for all the solutions from Pega is of the same quality since they have their own internal teams and the same mechanisms, which are good for dealing with issues of different users."

"The most valuable feature of the solution is case management and different configurations."

"Pega Customer Service is scalable."

"The product is scalable. It works efficiently for changing existing features."

Cons

"When the system fails to load data, the error messages are not user-friendly and can be confusing."

"Ease of use is the most essential feature for us. HubSpot is intuitive, so you can learn everything just by exploring and trying it out yourself. The user interface is straightforward, and it's easy to pick that up."

"The mobile application for HubSpot CRM could improve. There are a lot of weaknesses and limitations. Salesforce.com's mobile application is much better."

"They need better UX or templates to change the mood or the look and feel."

"The initial setup could be faster as it currently takes a lot of time."

"HubSpot CRM should include better scanning of business cards and getting content in."

"The product is not very scalable."

"The primary area to improve is creating deployable packages. When I buy into HubSpot, I have a list of checks, however, I am left to figure out how to use it."

More HubSpot CRM cons

"The only concern I have seen about the product is its prices."

"Pega JVM function needs to be improved."

"The licensing cost could also be improved."

"The product's pricing needs improvement."

Pricing and Cost Advice

"It's in the upper range. If 10 represents the most expensive, I'd rate it a 7 out of 10. Its price also depends on the size of your team."

"We use a paid version of Hubspot and we have an annual license."

"Pricing is based on the number of users."

"The pricing is in a midrange if you line up the marketing tools."

"The cost of HubSpot CRM is less than the cost of Freshsales."

"The pricing for this solution is user based. We're paying $39 to $45 per user."

"The price of the solution could improve because it is expensive."

"The price of HubSpot CRM is expensive."

More HubSpot CRM pricing and cost advice

"The tool's pricing is flexible, and I rate it four to five out of ten."

"The solution provides licenses to users either based on the number of users or the number of cases that an end user creates."

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Top Industries

By visitors reading reviews

Computer Software Company

17%

Comms Service Provider

11%

Government

11%

Financial Services Firm

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What do you like most about HubSpot CRM?

The best thing about HubSpot is its clear workflow. Anyone can understand the flows of your contacts, your emails, their delivery dates, and the reasons behind their movements.

See all answers

What is your experience regarding pricing and costs for HubSpot CRM?

The cost is about the same price, currently charged monthly.

See all answers

What is your primary use case for HubSpot CRM?

I primarily use the solution for CRM.

See all answers

What do you like most about Pega Customer Service?

The product is scalable. It works efficiently for changing existing features.

See all answers

What is your experience regarding pricing and costs for Pega Customer Service?

The pricing model of the solution can be divided into two parts since there are two types of licenses that users can purchase. The solution provides licenses to users either based on the number of ...

See all answers

What needs improvement with Pega Customer Service?

Pega can automate the creation of permissions. The licensing cost could also be improved. For future releases, Pega packages are coming along with AI technologies. The blueprint is already in place...

See all answers

Comparisons

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Compared 18% of the time

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Compared 16% of the time

Bigin by Zoho CRM vs HubSpot CRM

Compared 13% of the time

Affinity vs HubSpot CRM

Compared 10% of the time

More HubSpot CRM Competitors

No data available

Product Reports

Buyer's Guide

HubSpot CRM

April 2025

Download HubSpot CRM product report

Buyer's Guide

CRM

May 2025

Download Pega Customer Service product report

Overview

HubSpot CRM is a comprehensive customer relationship management software that helps businesses manage their sales, marketing, and customer service activities. It offers a wide range of features, including contact management, email tracking, deal tracking, and task management.

With its intuitive interface and easy-to-use tools, HubSpot CRM allows users to streamline their sales processes, track customer interactions, and improve overall productivity. It also integrates seamlessly with other HubSpot products, such as marketing automation and customer service, providing a complete solution for businesses of all sizes.

Whether you're a small startup or a large enterprise, HubSpot CRM can help you organize and grow your customer relationships.

HubSpot

Pega Customer Service is a comprehensive platform designed to transform customer engagement through advanced automation and AI-driven solutions, tailored for knowledgeable audiences seeking efficient service management tools.

With Pega Customer Service, businesses can deliver superior customer experiences by leveraging its automation capabilities to streamline communication and processes. The platform supports dynamic case management, providing tailored services that adapt to individual customer needs, ensuring consistent, personalized interactions. Its robust system integrates seamlessly with existing infrastructures, enabling quick implementation and scalability. Room for improvement includes enhanced reporting functionalities and a more intuitive setup process to ease adoption for teams.

What are the key features of Pega Customer Service?

Dynamic Case Management: Handles complex cases efficiently with adaptable, rule-driven processes.
AI-Powered Automation: Automates routine tasks to free up agents for higher-value customer interactions.
Omnichannel Engagement: Provides consistent service across all channels, enhancing customer satisfaction.
Real-time Decisioning: Utilizes data insights to make informed, timely decisions during customer interactions.

What benefits and ROI can you expect?

Increased Efficiency: Reduces operational costs by automating repetitive tasks, boosting productivity.
Improved Customer Satisfaction: Provides personalized interactions that meet the expectations of today's customers.
Faster Resolution Times: Streamline complex cases to resolve issues swiftly and effectively.
Scalability: Easily adapts to business growth, ensuring a future-ready service environment.

Pega Customer Service is widely used across industries like financial services, healthcare, and telecommunications. It provides a flexible framework to meet regulatory demands and enhance customer engagement in these rapidly evolving sectors. Each industry benefits from tailored workflows and data management features specific to their needs, driving innovation and improved service standards.

Pega

Sample Customers

digimind, easyrecrue, software2, subaru, suzuki

Information Not Available

Buyer's Guide

HubSpot CRM vs. Pega Customer Service

April 2025

Free Report: HubSpot CRM vs. Pega Customer Service

Find out what your peers are saying about HubSpot CRM vs. Pega Customer Service and other solutions. Updated: April 2025.

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