Gladly vs HubSpot Service Hub
Gladly and HubSpot Service Hub, side by side across AI, pricing, channels, security, and seven more categories. We pull every figure from public sources and don’t pick a winner.
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Gladly
The only AI built for LTV. People-centered AI support; no ticket model.
Best for Mid-market to enterprise retail, ecommerce, and hospitality (Ulta, Crate & Barrel, Nordstrom, TUMI).
2014 · San Francisco, CA.
HubSpot Service Hub
AI-powered omnichannel customer service platform for scaling support and retention.
Best for Growing SMB to mid-market teams wanting unified CRM and service without a separate helpdesk.
2006 · Cambridge, MA, USA.
Claimed: from the vendor, not independently verified.
3rd-party: sourced elsewhere, not on the vendor's site.
Everything else: from the vendor's own pages and verifiable.
Pricing
List prices, seat rules, trials, and pricing transparency.
- Pricing model
- GladlyPer agent/mo, annual; usage fees for voice, SMS, and AI; not published on site.
- HubSpot Service HubPer seat/mo (annual commitment for Pro and Enterprise).(3rd-party)source
- Free plan
- GladlyNo(3rd-party)source
- HubSpot Service HubYes. Contact management, basic ticketing, team email, live chat (with HubSpot branding).
- Free trial / guarantee
- GladlyNo (enterprise); 30-day trial with 100 AI interactions via Shopify only.
- HubSpot Service Hub14 days for paid tiers; Customer Agent 28-day trial.
- Price
- Gladly~$180/agent/mo (Hero, annual). · ~$210/agent/mo (Superhero, annual). · Not disclosed. Enterprise quote above Superhero.(3rd-party)source
- HubSpot Service HubStarter $15/seat/mo (monthly); promo ~$9 noted. · Professional $100/seat/mo (annual required). · Enterprise $150/seat/mo (annual required).(3rd-party)source
- Seat minimum
- Gladly~10 agents (Hero); ~45 (Superhero).(3rd-party)source
- HubSpot Service HubEnterprise 10 seats minimum; none disclosed for Starter and Pro.(3rd-party)source
- Implementation fee
- GladlyNot disclosed. Custom quote; Professional Services.(3rd-party)source
- HubSpot Service HubPro $1,500 one-time onboarding (mandatory unless via partner); Enterprise $3,500.(3rd-party)source
- Transparency
- GladlyOpaque. No pricing on site; requires a demo.
- HubSpot Service HubPricing page did not render full content; third-party sources are consistent.
Channels
Where each tool can talk to customers.
- GladlyNative
- HubSpot Service HubNative
- Live chat
- GladlyNative
- HubSpot Service HubNative
- In-app messenger
- GladlyNative
- HubSpot Service HubNative (chatflows).
- Voice
- GladlyNative. Built-in, enterprise-ready.
- HubSpot Service HubNative (browser VoIP via Twilio; limited IVR, advanced needs integration).(3rd-party)source
- SMS
- GladlyNative
- HubSpot Service HubAdd-on (native SMS paid add-on; Service teams via Sakari and others).
- GladlyNative (via WhatsApp Business API).
- HubSpot Service HubNative (Pro and Enterprise; Meta verification).
- Social
- GladlyNative. Facebook Messenger, Instagram.
- HubSpot Service HubVia integration (Facebook Messenger native; others via apps).
- Unified inbox
- GladlyNative. Single people-centered timeline (no tickets).
- HubSpot Service HubNative (Conversations Inbox).
Voice & Telephony
Native voice vs telephony integrations.
- Native vs via integration
- GladlyNative. Voice and IVR built-in, no third-party telephony needed.
- HubSpot Service HubNative browser VoIP (Twilio); lacks advanced IVR and routing natively. Most add Aircall, Dialpad, or CloudTalk.(3rd-party)source
- Voice AI / transcription
- GladlyYes. AI voice summaries and transcription (Deepgram).
- HubSpot Service HubYes. Auto transcription, AI call summaries, and sentiment, native.(claimed)source
AI & Automation
Autonomous resolution, agentic actions, models, and how AI is priced.
- Autonomous AI agent
- GladlyYes. Gladly Sidekick resolves end-to-end on chat, SMS, and voice (email soon); human handoff.(claimed)source
- HubSpot Service HubYes. Breeze Customer Agent resolves inquiries 24/7 and escalates complex ones.(claimed)source
- Copilot / Assist mode
- GladlyYes. Team Assist: AI-drafted responses, real-time translation, and summaries.(claimed)source
- HubSpot Service HubYes. Breeze Copilot does reply drafts, summaries, KB suggestions, and call analysis on all tiers.(claimed)source
- Claimed automation rate
- Gladly76% of conversations fully resolved by AI (homepage); KUHL 59%.(claimed)source
- HubSpot Service HubUp to 70% of conversations resolved automatically.(claimed)source
- AI channel coverage
- GladlyChat, SMS, and voice (Sidekick Voice); email launching soon; social not confirmed.(claimed)source
- HubSpot Service HubEmail and live chat (Customer Agent). WhatsApp, SMS, and voice not confirmed as autonomous.(claimed)source
- Agentic actions (API) vs answer-only
- GladlyBoth. Refunds, cancellations, and booking updates via connected commerce and logistics APIs.(claimed)source
- HubSpot Service HubNot disclosed. Breeze handles answering and routing; outbound API actions (e.g. refunds) not documented.
- Knowledge sources
- GladlyBrand KB (Guides), conversation history, and integrated commerce, logistics, and order data.(claimed)source
- HubSpot Service HubCRM data, KB articles, closed ticket history, conversations, and web data.
- Underlying model
- GladlyNot publicly disclosed; uses Azure, OpenAI, Anthropic, and Deepgram (voice).
- HubSpot Service HubMultiple third-party LLMs (OpenAI GPT, Anthropic Claude); not named on HubSpot's own pages.(3rd-party)source
- Trains on past tickets
- GladlyYes. Learns from every conversation, including human resolutions; not used to train its own models.(claimed)source
- HubSpot Service HubKB Agent generates drafts from resolved tickets. Providers contractually barred from training on customer data.
- Pre-deploy simulation / sandbox
- GladlyNot disclosed
- HubSpot Service HubNot disclosed
- Multilingual
- GladlyPartial. Platform translation in 70+ languages; Sidekick AI authoring English-only; IVR 30 languages.
- HubSpot Service HubYes. KB in dozens of languages; Breeze UI in 6 languages.(claimed)source
- Runs on your existing helpdesk vs native-only
- GladlyNative only. Sidekick needs Gladly as the primary helpdesk.
- HubSpot Service HubNative only. Runs in HubSpot Service Hub.
- AI pricing model
- GladlyUsage-based (per conversation or resolution) on top of a per-agent fee.(3rd-party)source
- HubSpot Service HubOutcome-based credits (Apr 2026): 50 credits per resolved conversation ($0.50). Copilot free on all tiers. Monthly credits per tier; overage $0.01/credit.
- AI unit price
- Gladly~$0.60/conversation (enterprise); $1.50/AI Resolution + $0.25/AI Assist (Shopify tier).(3rd-party)source
- HubSpot Service Hub$0.50 per resolved conversation. Customer Agent on Pro and Enterprise only.
- Copilot / Assist price
- GladlyNot disclosed (Team Assist not broken out).
- HubSpot Service HubFree. Included on all tiers, including Free.(claimed)source
How Open.cx compares
Open.cx runs on top of Gladly or HubSpot Service Hubas an AI layer, or works as its own helpdesk. Here's where it lands on the same questions.
- Runs on your existing helpdesk vs native-only
- Both. Add it on top of the helpdesk you already run, or use it as your own inbox. Works with Zendesk, Intercom, Front, Freshdesk, Gorgias, Salesforce, HubSpot, Dynamics 365, Twilio Flex, and Creatio.
- Autonomous AI agent
- Yes. Autopilot resolves tickets end to end on its own, across every channel.
- AI pricing model
- Per resolution, so you pay for outcomes. Escalations to a human are free.
- Claimed automation rate
- 77% average automation; up to 80% (Trunkrs)(claimed)source
Security & Compliance
Certifications, data residency, and access controls.
- SOC 2 Type II
- GladlySOC 2 Type II (and AI sub-processors).
- HubSpot Service HubSOC 2 Type II (no NDA); SOC 3 also.
- GDPR
- GladlyYes. DPAs with AI vendors; VeraSafe EU/UK representative.
- HubSpot Service HubYes. DPA, deletion, consent tracking, cookie banners.
- HIPAA / PCI
- GladlyNot disclosed. PCI-DSS and GDPR confirmed; HIPAA not referenced.
- HubSpot Service HubEnterprise tier only, with signed BAA.(3rd-party)source
- SSO / SAML
- GladlyYes. SSO; SAML certificates.
- HubSpot Service HubSAML SSO (Okta, Azure AD, OneLogin) and SCIM via Okta. Which tiers include it is unclear.
- Data residency
- GladlyPartial. 9 global regions for voice; no explicit customer-selectable residency.
- HubSpot Service HubUS (default), EU (Frankfurt), Canada, and Australia; paid plans can migrate.
Integrations
Marketplace breadth, APIs, and developer tooling.
- Marketplace / integrations (approx.)
- Gladly60+ integrations.
- HubSpot Service Hub2,000+ apps.(3rd-party)source
- Shopify depth
- GladlyDeep native. Customer and purchase history, order management, returns (via Loop), and shipping; Shopify App Store trial.
- HubSpot Service HubNative data-sync (contacts, companies, products bidirectional; orders Shopify to HubSpot only). Does not natively connect to Service ticket workflows.
- Open / public API
- GladlyYes. Open APIs; developer.gladly.com.
- HubSpot Service HubYes. Public REST API (date-versioned); OAuth and Private App tokens; webhooks.
- Developer SDK / MCP
- GladlyYes. SDKs, sample apps, and testing; webhooks via Messaging Automation APIs.
- HubSpot Service HubOfficial SDKs for Node.js, TypeScript, PHP, and .NET.(3rd-party)source
Automation & Workflows
Builders, triggers, routing, and SLAs.
- Workflow builder
- GladlyRouting and entry-point config; no named workflow builder.
- HubSpot Service HubYes. Visual builder; Pro up to 300 workflows; Enterprise up to 1,000.(3rd-party)source
- Triggers / automations
- GladlyYes. Automated routing, proactive outreach (voice, SMS, email), and entry-point rules.
- HubSpot Service HubYes. Ticket changes, SLA breach, CSAT/NPS, conversation events, forms, and dates.
- Routing
- GladlyYes. People Match intelligent routing (history, skills, attributes).
- HubSpot Service HubSmart routing with capacity (Pro+); skill-based (Enterprise); round-robin, territory, and VIP.(claimed)source
- Macros / canned responses
- GladlyYes. Quick Reply (button responses) and macros.
- HubSpot Service HubYes. Support macros and canned responses for live chat.
- SLA management
- GladlyYes. SLA Business Hours and Entry Point SLA settings.
- HubSpot Service HubYes. Conditional SLAs with custom goals (Enterprise); pause/resume; basic SLA at Pro.
Collaboration
How support teams work a queue together.
- Internal notes
- GladlyYes. Notes and @mentions.
- HubSpot Service HubYes. Private comments on tickets.
- Collision detection
- GladlyReferenced in comparisons; not confirmed on a Gladly page.(3rd-party)source
- HubSpot Service HubYes. Alerts when two agents are on the same conversation.(3rd-party)source
- Side conversations
- GladlyNot disclosed
- HubSpot Service HubYes. @Mention teammates in internal notes.(3rd-party)source
- Shared inbox
- GladlyYes. Unified inbox; task management tied to customer threads.
- HubSpot Service HubYes. Conversations Inbox.
Self-Service & Knowledge
Knowledge base, help center, and deflection.
- Knowledge base
- GladlyYes. Answers KB for agents and AI; configured via non-developer Guides.
- HubSpot Service HubYes. Pro and Enterprise only; multi-language, SEO, analytics.
- Help center
- GladlyYes. Customer-facing, 45+ languages.
- HubSpot Service HubYes. Customer-facing KB.
- Community forum
- GladlyNot offered
- HubSpot Service HubNot offered natively.
- AI answers from knowledge base
- GladlyYes. Sidekick serves answers from the Answers KB autonomously.(claimed)source
- HubSpot Service HubYes. Breeze KB Agent generates drafts from tickets; Customer Agent surfaces articles (Pro and Enterprise).
Reporting & Analytics
Dashboards, custom reports, and CSAT.
- Dashboards
- GladlyYes. Liveboards (real-time) and Insight Builder.
- HubSpot Service HubYes. Pre-built; custom dashboards (Enterprise).
- Custom reports
- GladlyYes. Insight Builder custom reports.
- HubSpot Service HubYes. Filterable custom reports (Pro+); Enterprise advanced.
- Included in lowest tier
- GladlyReporting tier restrictions not published; appears standard.
- HubSpot Service HubFree and Starter: basic ticket reports; advanced at Pro+.
- CSAT surveys
- GladlyYes. Native CSAT; integrates Delighted, SimpleSat, Stella.
- HubSpot Service HubYes. CSAT, NPS, and custom surveys (Pro and Enterprise; not Starter or Free).
Onboarding & Support
Implementation, CSM tiers, and partners.
- Onboarding
- GladlyDedicated implementation team; Professional Services; guided docs.
- HubSpot Service HubHubSpot Direct Onboarding (coaching, mandatory Pro $1,500 / Enterprise $3,500); partner-led; Advanced Onboarding.
- Support channels
- GladlyGladly Support team (bugs, how-tos, config); dedicated CSM post-implementation.
- HubSpot Service HubFree and Starter: community, email, chat; Pro and Enterprise add phone.(3rd-party)source
- Dedicated CSM
- GladlyYes. All customers get a dedicated CSM post-implementation.
- HubSpot Service HubEnterprise (beta) via Premium Support add-on: TAM, 1-hr email SLA.
- Implementation partners
- GladlyNot disclosed. No partner or SI page found.
- HubSpot Service Hub6,000+ Solutions Partners globally.(3rd-party)source