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 8.3, while Pega is ranked #35 with an average rating of 8.3. HubSpot holds a 1.6% 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 49 HubSpot CRM reviews

1,350 Views
1,283 Comparison Views

98% willing to recommend

Pega Customer Service

Read 5 Pega Customer Service reviews

324 Views
305 Comparison Views

100% willing to recommend

HubSpot CRM

Pega Customer Service

Comparison Buyer's Guide

Download the report

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: September 2025).

Buyer's Guide

HubSpot CRM vs. Pega Customer Service

September 2025

Download the complete report

Helped 869,566 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

5th

Average Rating

8.0

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

No ranking in other categories

Pega Customer Service

Ranking in CRM

35th

Average Rating

8.6

Reviews Sentiment

6.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of October 2025, in the CRM category, the mindshare of HubSpot CRM is 1.6%, down from 1.7% compared to the previous year. The mindshare of Pega Customer Service is 0.3%, up from 0.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Market Share Distribution
Product	Market Share (%)
HubSpot CRM	1.6%
Pega Customer Service	0.3%
Other	98.1%

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.

Read full review

reviewer4848291

Global Head of Digital, Process Automation at a computer software company with 51-200 employees

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 reporting is very flexible."

"We can track clients through the system, which is a great feature. It supports cross-functional teams."

"It was quite stable. I didn't notice any specific issues or downtime"

"The feature that I find valuable is the customer 360-degree view and the marketing automation."

"The initial setup process is straightforward."

"The solution's greatest value lies in its online capability in terms of web content creation."

"The tool is user-friendly."

"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."

More HubSpot CRM pros

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

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

Cons

"The only problem with HubSpot at the moment is the pricing models."

"Invoices were the thing we were thinking should be part of the solution, and that's been added now."

"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."

"We had a problem with the tool’s stability once."

"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."

"The product is not very scalable."

"They are trying to make it better by adding agent.ai to HubSpot, however, it's in a very early stage."

"In HubSpot CRM there are many subscription models. Some things are limited compared to the subscription models. For example, I cannot track all the tasks that I have in CRM at once. I need to click on the specific deal to see what the task is. This could improve in the future."

More HubSpot CRM cons

"The product's pricing needs improvement."

"Pega JVM function needs to be improved."

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

"The licensing cost could also be improved."

Pricing and Cost Advice

"There is a cost for the solution. However, I am not aware of the price."

"The pricing is reasonable."

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

"HubSpot CRM is affordable."

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

"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."

"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."

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."

See which vendors are best for you

Use our free recommendation engine to learn which CRM solutions are best for your needs.

See recommendations

869,566 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Computer Software Company

13%

Performing Arts

11%

Comms Service Provider

10%

Manufacturing Company

Financial Services Firm

35%

Computer Software Company

19%

Manufacturing Company

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	39
Midsize Enterprise	5
Large Enterprise	8

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?

We are a user of HubSpot CRM. We are not a customer because we use all the free modules of HubSpot CRM over the last years that we have used it. Because the CRM is free, we use the CRM. HubSpot 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?

Pega Customer Service uses a customized, subscription-based pricing model, which varies based on: Number of users (agents, supervisors, admins) Deployment model (cloud vs. on-premises) Feature set ...

See all answers

What needs improvement with Pega Customer Service?

See all answers

Comparisons

monday.com vs HubSpot CRM

Compared 14% of the time

Acumatica vs HubSpot CRM

Compared 12% of the time

Attio vs HubSpot CRM

Compared 11% of the time

Odoo vs HubSpot CRM

Compared 9% of the time

Affinity vs HubSpot CRM

Compared 9% of the time

More HubSpot CRM Competitors

Microsoft Dynamics 365 Customer Service vs Pega Customer Service

Compared 100% of the time

More Pega Customer Service Competitors

Product Reports

Buyer's Guide

HubSpot CRM

September 2025

Download HubSpot CRM product report

Buyer's Guide

CRM

September 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

September 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: September 2025.

DOWNLOAD NOW

869,566 professionals have used our research since 2012.

See our HubSpot CRM vs. Pega Customer Service report.

See our list of best CRM vendors.

We monitor all CRM reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.