Competitor Intelligence Report
8 recurring issues clustered from 17 real complaints across public reviews and forums. See exactly where HubSpot is failing users, and what you could build instead.
Build a competitive platform with transparent, responsive support tier options including dedicated implementation specialists and proactive customer success management.
heavy HubSpot users, like those on their community forum, Reddit page, or even their support team are unhelpful and often rude
My biggest complaint is that the support and talent level hasn't kept up with the platform development. HubSpot has scaled back their support
If anything, I just wish that for the price we were paying, there had been more support during the onboarding process. We ended up paying out of pocket for a third party
Create a stable, intuitive interface with predictable workflows and comprehensive design tools that don't require workarounds or third-party design freedom.
UI is constantly changing, and things don't work. · Find buttons and workflows simply don't act as they are supposed to (even when implemented by
Though efforts are obviously there to simplify, the interface and options can be very overwhelming and confusing
I feel like the UI can be improved a bit. As the tool is a well known name in the market, may be it's my personal say and not a general issue
Deliver a true self-service platform with clear, documented implementation paths, built-in setup wizards, and guaranteed onboarding execution without hidden gaps or upsells.
HubSpot's implementation continues to cause problems. I'm trying to understand how to optimize the setup without creating conflicts or having my changes
HubSpot's own legal catalog and website state that onboarding is 'required' for Professional-tier purchases... Onboarding was never delivered, never charged, and never documented as waived
We ended up paying out of pocket for a third party, and in the end it was well worth it
Build a modular, best-in-class platform that allows users to adopt tools incrementally without forcing expensive bundles, competing directly on price and feature specialisation.
I left hubspot because GHL replaced so many of the apps I was using for lead generation, following up, social posting, forms, automations, email
Develop a drag-and-drop design interface with true WYSIWYG capabilities, separate desktop and mobile design environments, and native support for modern design patterns and frameworks.
The design features for email, website pages, etc, and in particular for designing mobile formats, is often frustrating and challenging. Given the vast number of website design options out there, I strongly recommend offering a What-You-See-is-What-You-Get type of design interface
I also highly recommend providing two design interfaces- one for desktop, one for mobile- so users can design each format independently for what I believe would be much better results
Create a zero-conflict configuration system with dependency management, clear data flow visualisation, and automatic conflict detection and resolution.
I'm trying to understand how to optimize the setup without creating conflicts or having my changes
Having that data fragmented and having to piece it to gether is a bit of a challenge for us. The AEO section is a bit confusing to me still, mostly just because it is new
Build a transparent, usage-based pricing model that scales linearly with business growth and offers flexible, short-term contracts without surprise cost increases or bundles.
However, some users note that the pricing can escalate quickly as businesses grow
We signed a 36-month Professional Customer Platform contract in October 2024 covering five Hubs at approximately $14,248/year
Maintain comprehensive, versioned documentation with current best practices, code examples, and real-time API coverage to attract developer-focused customers.
The documentation feels somewhat outdated, and it seems like a few pieces are missing. This was the most confusing part, especially in development and live-testing sessions of UI extensions
Executive Summary
HubSpot's market dominance is being eroded by execution failures rather than product capability gaps, specifically poor support, confusing UX, and broken onboarding despite 'required' service promises. A competitor can win significant share by delivering a reliable implementation experience, transparent tiered support, and a stable, intuitive interface that doesn't require workarounds. The market shows strong willingness to switch: customers are already leaving for specialised alternatives like GHL and paying third-party implementation partners, indicating price elasticity around the promise of working software. Build a platform positioned as 'HubSpot that actually works' with self-service implementation paths, stable features, and clear upgrade economics, the infrastructure is there, but execution is the opening.
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