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HubSpot CRM vs Pega Customer Service comparison

HubSpot and Pega are both solutions in the CRM category. HubSpot is ranked #5 with an average rating of 8.4, while Pega is ranked #30 with an average rating of 8.5. HubSpot holds a 2.5% mindshare in CRM, compared to Pega’s 0.3% 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 48 HubSpot CRM reviews
  • 1,132 Views
  • 1,041 Comparison Views
98% willing to recommend
Pega Customer Service
Read 5 Pega Customer Service reviews
  • 206 Views
  • 187 Comparison Views
100% willing to recommend
 

Comparison Buyer's Guide

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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.

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To learn more, read our detailed HubSpot CRM vs. Pega Customer Service Report (Updated: July 2025).
Buyer's Guide
HubSpot CRM vs. Pega Customer Service
July 2025
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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
5th
Average Rating
8.2
Reviews Sentiment
7.1
Number of Reviews
48
Ranking in other categories
No ranking in other categories
Pega Customer Service
Ranking in CRM
30th
Average Rating
8.6
Reviews Sentiment
6.0
Number of Reviews
5
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of August 2025, in the CRM category, the mindshare of HubSpot CRM is 2.5%, up from 1.8% compared to the previous year. The mindshare of Pega Customer Service is 0.3%, up from 0.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM
 

Featured Reviews

Charles Dickens - PeerSpot reviewer
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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reviewer4848291 - PeerSpot reviewer
Pega Customer Service is an AI-powered, case-centric platform that unifies channels, automates service workflows, and empowers agents to deliver fast, personalized, and consistent customer experiences
1. User Interface Flexibility The Constellation UI architecture, while modern and consistent, limits deep customization. Users want more control over layout, branding, and dynamic UI behavior. 2. Integration Complexity Integrating with non-Pega systems (e.g., legacy CRMs, third-party APIs) can require significant effort and custom development. More plug-and-play connectors would ease adoption. 3. Learning Curve for Configuration Despite being low-code, configuring complex service flows, case types, and AI rules can be challenging for new users. Enhanced guided wizards and templates could simplify setup. 4. AI and NLP Capabilities While Pega offers AI-driven Next-Best-Action, its natural language processing (NLP) for chatbots and sentiment analysis is not as advanced as some competitors. 5. Reporting and Analytics Out-of-the-box dashboards are useful but lack deep customization. 6. Mobile Experience The mobile agent experience is functional but less optimized compared to desktop. Improvements in offline capabilities and responsive design are often requested. 7. Licensing and Cost Transparency Some customers find the pricing model complex, especially when scaling across departments or adding AI features. More modular and transparent pricing would help with budgeting and ROI planning.
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

"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."
"The solution is easy to use and easy to implement."
"It's highly reliable, and the flexibility it offers is noteworthy."
"What I like most about HubSpot CRM is the ability to track how an interaction goes along the pipeline. I also like that you can use HubSpot CRM to schedule when you want a particular email to go out. Another valuable feature of the solution is having all your client information in a consolidated database."
"It is quite customizable if I know what I am doing."
"We get a good overview of where everything is in the pipeline."
"Hubspot CRM also lets you make calls and send emails directly."
"When we cannot dedicate a lot of time to each of these, in terms of research and support, it helps us automate some small things and provides opportunities."
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."
"Pega Customer Service is scalable."
"The most valuable feature of the solution is case management and different configurations."
"The product is scalable. It works efficiently for changing existing features."
 

Cons

"They are trying to make it better by adding agent.ai to HubSpot, however, it's in a very early stage."
"The only thing that was tough was that the functionality was very dependent on the licensing level. So there were many things I wanted to do, but then I'd have to add on different licenses or purchase different add-ons."
"I believe it's tailored for companies that are well-lined up for inbound sales. They have rich content, and they can generate leads and capture leads on all the channels and websites, but if you are focusing on or depending on outbounds, it lacks the capabilities that are being offered by companies that focus on outreach, such as Salesloft or Outreach. It mainly lacks cadences for salespeople."
"A better CRM can be achieved by providing more customization features."
"HubSpot CRM is easy to use compared to others solutions and anyone can use it. However, for enterprise companies, I would recommend Salesforce because it has established partners, can be more reliable, has more features, and has a more powerful integration with ERP modules which is important for enterprise companies. For multi-locations and multinational companies, Salesforce is one of the best."
"We had a problem with the tool’s stability once."
"Certain stability issues could be automatically addressed through automation measures that would ensure absolute stability."
"The solution's user interface can be simpler with features that are easy to navigate."
More HubSpot CRM cons
"The product's pricing needs improvement."
"The licensing cost could also be improved."
"The only concern I have seen about the product is its prices."
"Pega JVM function needs to be improved."
 

Pricing and Cost Advice

"HubSpot CRM is affordable."
"The pricing is reasonable."
"I do not recall the particulars of the licensing fees."
"If one is a low price and ten is a high price, I rate the pricing as a five. HubSpot CRM is much more expensive than Salesforce. My company probably pays around 40 USD per user monthly."
"There are a few licensing payment models, such as annual or monthly. The solution is modular, which means that if you need a specific capability or function within the organization, you can purchase it specifically and you don't have to purchase something that is only utilized by 20 percent of the organization."
"The price of the solution could improve because it is expensive."
"We are using HubSpot CRM’s free version."
"HubSpot CRM has a free version, which is why small companies prefer it. The paid version of this software needs to be priced better."
More HubSpot CRM pricing and cost advice
"The solution provides licenses to users either based on the number of users or the number of cases that an end user creates."
"The tool's pricing is flexible, and I rate it four to five out of ten."
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Top Industries

By visitors reading reviews
Computer Software Company
13%
Comms Service Provider
11%
Performing Arts
11%
Wholesaler/Distributor
7%
Financial Services Firm
38%
Computer Software Company
20%
Non Profit
6%
Healthcare Company
6%
 

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 use Segment, mainly Segment. We use CRM, usually HubSpot CRM. Some clients use HubSpot CRM and Zoho CRM. Different clients use different kinds of CRM, but we don't use them. We mostly focus on ma...
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
 

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Product Reports

Buyer's Guide
HubSpot CRM
August 2025
HubSpot CRM reportDownload HubSpot CRM product report
Buyer's Guide
CRM
August 2025
Pega Customer Service reportDownload 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
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Buyer's Guide
HubSpot CRM vs. Pega Customer Service
July 2025
Free Report: HubSpot CRM vs. Pega Customer Service
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