Support: Do you get help when you need it?
Posted: Thu Feb 20, 2025 6:20 am
In an ideal world, support isn’t necessary. But more often than not, it’s a critical part of your experience with a CRM product or customer relationship management company.
It's no surprise that the quality of support is very often mentioned in user reviews. Here are some excerpts that sum up well what I read overall:
“An accessible support team (HubSpot)
"Service and support don't know what they're doing" (HubSpot)
"They are not able to do anything to solve the problems that arise - even if they are critical (HubSpot)
"If you need help with anything, you can forget about trying to get help from support" (Salesforce)
“Customer service is really terrible” (Salesforce)
If I had to summarize everything I read in my own words:
HubSpot support is accessible, although a complete list of unit phone numbers often the support staff isn't exactly knowledgeable or helpful.
Salesforce support is relatively inaccessible and takes a long time to resolve issues.
In other words, while HubSpot may struggle to provide quality support, Salesforce practically forces you to hire consultants if you want to get proper help.
Conclusion
The clear winner in terms of support quality is HubSpot, although it’s more of a “in the land of the blind, the one-eyed man is king” situation. In other words, it’s better to provide poor or average support than to provide virtually no support.
Within the usual 4-5/5 range of G2 reviews, this translates to a score of 4.25/5 for "quality of support" for HubSpot and 4.1/5 for Salesforce .
If you find good support important, you can opt for Salesflare as an alternative CRM, which gets a way higher 4.85/5 score from its users for its quality of support.
It's no surprise that the quality of support is very often mentioned in user reviews. Here are some excerpts that sum up well what I read overall:
“An accessible support team (HubSpot)
"Service and support don't know what they're doing" (HubSpot)
"They are not able to do anything to solve the problems that arise - even if they are critical (HubSpot)
"If you need help with anything, you can forget about trying to get help from support" (Salesforce)
“Customer service is really terrible” (Salesforce)
If I had to summarize everything I read in my own words:
HubSpot support is accessible, although a complete list of unit phone numbers often the support staff isn't exactly knowledgeable or helpful.
Salesforce support is relatively inaccessible and takes a long time to resolve issues.
In other words, while HubSpot may struggle to provide quality support, Salesforce practically forces you to hire consultants if you want to get proper help.
Conclusion
The clear winner in terms of support quality is HubSpot, although it’s more of a “in the land of the blind, the one-eyed man is king” situation. In other words, it’s better to provide poor or average support than to provide virtually no support.
Within the usual 4-5/5 range of G2 reviews, this translates to a score of 4.25/5 for "quality of support" for HubSpot and 4.1/5 for Salesforce .
If you find good support important, you can opt for Salesflare as an alternative CRM, which gets a way higher 4.85/5 score from its users for its quality of support.