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HubSpot Review

9.2
excellent
Marth Kendall Custard

In a Nutshell

The HubSpot CRM is a free version of the company’s premium Marketing, Sales, and Service Hubs. The best features are limited, but it offers more advanced sales, marketing, and customer service tools for free than some other CRMs charge a fee for.

pros

  • Up to 1 million contacts
  • Unlimited users
  • Entirely free

cons

  • The best features are very limited
  • Customer support is only through an online web form or Twitter

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HubSpot CRM at a Glance

Best for: Small and growing businesses

Key use: Sales and marketing automation, customer service automation

Price: Free 

Free trial: N/A

Overview

HubSpot CRM combines advanced CRM tools like contact management, company insights, document sharing, and team email, with limited marketing, sales, and customer support team features, such as conversation bots, email tracking, and live chat.

Tools for Sales Teams

HubSpot CRM offers a fine range of free tools to help sales teams qualify leads, keep them warm, and convert them to loyal customers. Features like email templates, email scheduling, and email tracking make it faster to initiate and keep in contact with new and existing customers; bots and other tools for making contact, scheduling meetings, and booking calls help warm up cold leads; and management tools for deals, tasks, and document sharing stop prospects from slipping through the cracks.

Features that help sales teams include:

  • Integration with Gmail and Outlook
  • Email scheduling, tracking, notifications, and templates
  • Tools for contact, deal, and task management
  • Document sharing
  • In-app calls
  • Live chat

Tools for Customer Support Teams

HubSpot’s CRM helps customer support teams offer faster and better service to customers through tools like email templates, support ticketing, automated reporting, and limited conversational bots. With better contact organization and collaboration, HubSpot CRM users can improve their customer service, but full customer support features are reserved for Service Hub paying customers.

Features for customer support teams include:

  • Reporting dashboard
  • Live chat, call-to-click, ticketing, and email- and chat-to-ticket
  • Conversational bots for booking meetings and creating tickets
  • Email templates
  • Canned snippets
  • Meetings

Tools for Marketing Teams

HubSpot CRM’s marketing tools include up to 1 million contacts and companies, contact insights, and limited contact activity tracking to help you learn more about new leads. You can use HubSpot to plan marketing campaigns, analyze web traffic and conversions, and track ad campaigns on Instagram and Facebook. HubSpot CRM helps marketers keep on top of campaigns and gain insights into leads, but to access full marketing automation tools you’ll need to upgrade to the Marketing Hub.

Features for marketers include:

  • Limited email tracking and email templates
  • Limited Facebook and Instagram ad management
  • Analytics for traffic and conversions
  • Limited web forms
  • Limited contact activity tracking
  • Up to 1 million contacts and companies
  • Contact insights

Customization and Integrations

HubSpot CRM integrates fully and easily with Gmail, G Suite, and many versions of Outlook. Far more integrations are offered with the paid plans. There’s very limited customization, but HubSpot CRM users can choose how they organize their dashboard metrics.

Reporting and Dashboards

The reporting and dashboard options available with the free HubSpot CRM are fairly limited, although you’ll get much more powerful and extensive options if you upgrade to a paid plan. HubSpot CRM offers a single dashboard that displays standard marketing, sales, and customer service reports. You can take in all your leads and progress through your funnel in a single view. With HubSpot CRM, you’ll be able to organize deals, appointments, and contracts using any filters you’d like to track custom KPIs.

Mobile Options

HubSpot’s mobile CRM app is easy to use and syncs with your HubSpot account. It doesn’t have the full functionality of the HubSpot CRM, but it does allow you to manage contacts, tasks, and deals, continue chat conversations, and change app settings while you’re on the go. HubSpot account administrators can monitor user permissions to choose what employees can access while out of the office.

Plans and Pricing

HubSpot CRM itself is entirely free to use, but HubSpot CRM users might choose to upgrade to one or more of the paid HubSpot plans. It’s more accurate to think of the HubSpot CRM as the free version of HubSpot marketing, sales, and service suite.

You can pay separately for a plan for the Marketing Hub, Sales Hub, or Service Hub, or get the Growth Suite, which includes all 3. Each hub begins at $50 per month for one user, and the Growth Suite begins at $113 per month for one user but is currently on sale for $50/month.

The HubSpot CRM includes some free, limited features from each of the paid Hub plans. It also offers unlimited users and up to 1 million contacts and companies. Full features include contact and company insights, team email, and live chat, alongside limited contact activity, email tracking and templates, and bots for lead qualification, ticket creation, and meeting booking.

HubSpot CRM

  • Free 
  • Up to 1 million contacts and companies
  • Unlimited users
  • Limited integrations, documents, forms, email templates
  • Limited conversational bots, calls, and meetings
  • Limited Facebook and Instagram lead ads
  • Full ticketing, email scheduling, and prospects
  • Full team email, live chat, deals, tasks, and company records

Ease of Implementation and Use

It’s easy to get started with HubSpot since it’s fully cloud-based with nothing to download, configure, or set up. The HubSpot knowledge base and blog provide thorough onboarding, one-on-one guidance, training videos, and consultations with experts.

HubSpot’s policy is that good sales agents, marketers, and customer support representatives need to keep learning and training throughout their careers. To support this mission,  it offers free HubSpot User Groups (HUGs) so that users keep on improving offline as well.

Customer Service

HubSpot offers different levels of customer service for free and for paid users. Free users can access the extensive, easily searchable knowledge base, ask other users questions in the active customer forums, or contact customer support representatives through an online web form or on Twitter. Paid users can reach customer support through email or over the phone. There's a toll-free number for US users and local call numbers for dozens of countries worldwide.

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What Users Say About HubSpot

“HubSpot CRM has allowed us to track, manage, and organize our sales pipeline in a more efficient way than we ever thought possible.”

Mark Wallace, Co-Founder, Parlor Custom Skis

“From our initial onboarding to our use of advanced features, the HubSpot team has been by our side to make sure that we succeed … Our calculator division has been particularly successful. We’ve grown sales by 26% since we started using HubSpot.”

Taka Takeuchi, Senior Digital Marketing Manager, Casio

“It’s so important to have synergies between sales and marketing because they’re so reliant on each other.  Having a strong relationship is vital to any B2B entity.  And it gets easier when you’re using one system like HubSpot’s.”

Elizabeth Tutscheck, Director of Marketing, Care.com

Conclusion

The HubSpot CRM is impressive in the range of features and powerful tools it offers for free. The best features are extremely limited, so businesses may choose to upgrade to the paid plans, but it still offers good value. For a small business, entrepreneur, or cash-strapped company owner, the HubSpot CRM is a great way to access important sales, marketing, and customer service tools, free of charge.

Martha Kendall Custard writes for top10.com and is a conversion-driven marketer and B2B content creator who improves brand authority while making sales. She works with SaaS and software companies as well as digital advertising agencies to write strategic blog posts that drive traffic and convert.

HubSpot customer reviews

Based on 82 reviews

Ease of use

Brand satisfaction

Value for money

Service quality

Top Reviews

Ease of use

Brand satisfaction

Value for money

Service quality

a month ago

It was a complete system. Besides keeping people's info, it can also target these people via marketing.

a month ago

I like it because it gives security to people who need it. On the web, it is very dangerous. Sometimes you need the best security for yourself.

a month ago

HubSpot is great because it allows me to perform my task with ease and I can access all the information in one place.

a month ago

I love the ease of use of this company. It makes it so easy to reach out to current customers to get their feedback on their satisfaction with the goods and services we provide.

a month ago

It allows the storage of documents and notes. You can upload documents, pin items for proper priority, and set a category for separation of notes, emails, docs, etc.

1 months ago

It helps make the CRN software run smoothly and makes it a better software.

1 months ago

I like HubSpot because it is user-friendly. You can upload documents, store sent and received emails, and even see when and how many times they were opened.

2 months ago

Hubspot is easy to use and has a lot of useful integrations with the other applications I use for project management, communication, and marketing.

2 months ago

It has an enormous storage capacity and it's surprisingly simple to use. It is one of my favorites.

3 months ago

They are the best at what they do. I would definitely recommend them.

3 months ago

It helps me to keep organized and helps me manage my clients, and know what stage of the sales cycle I have them in.

3 months ago

Hubspot Is a great deal indeed because it helps to educate and enlighten people about CRM software.

a year ago

Someone recommend it to me said that it is a great service, an I really enjoy using it.

a year ago

Because it is a good variety of business success for us and most innovative.

a year ago

It is very easy to use and learn as well as train new hires with ease. I've used it at two jobs.

a year ago

Easy to use and lots of tools that integrate well with other automation platforms. Full featured and great reporting tools. User interface is quick to learn. Lots of point and click, drag and drop features.

a year ago

They are a reliable company with great knowledgeable customer service representatives and they have fast resolution with multiple issues.

a year ago

It's really fast and superior to other things I have tried. They offer way more and are easy to use at all times when dealing with customers everyday in all situations that I have had so far. I will keep using them in the future.

a year ago

I think Hubspot is the best, I have nothing but good things to say about the organization as a whole.

a year ago

Works for my business needs easily and was fast to implement this software for my company.

82 reviews