HubSpot Service Hub Reviews

Best Service Hub to use

Pros:

- Ticket management -> Being able to assign tickets to random support owners is awesome- Pipeline management -> The hability to create deals inside different pipelines according to diferent actions and needs- Inbox management -> Managing multiple inboxes per country- Workflows between all the objects (Tickets, deals, contacts, companies)

Cons:

- Pay per seat instead of pay per team. As we get more and more members, it can be a bit pricy

Hubspot helps us manage and resolve tickets

Comments: It's fantastic that you can add tickets and information from other parts of the site. It's got straightforward menus and a plethora of straightforward reports. The ability to create distinct permission tiers is another feature I appreciate.

Pros:

I find it helpful that we have dashboards to track the outcomes of our efforts, both individually and collectively. Integration inside an organization is facilitated by the system's compatibility with other programs.

Cons:

It can be time-consuming for Hubspot data to be imported into other programs. There are several nice to use dashboards, but they can be slow to load.

HubSpot Service Hub is not a mature product - Stay away if you can

Comments: I am extremely disappointed.

Pros:

I like that it is connected with the CRM (which we use for sales and martketing). This is the main reason why we looked into it in the first place.

Cons:

The Customer Portal that my customers see is very poor quality compared to similar tools. The interface is not customizable at all. You cannot even let the customer see in the overview of the tickets who is servicing his/her requests. I have found multiple bugs and I was told "We know. We do not have a timeline to fix this". Customers cannot even embed a picture in a message. The list could go on and on.

Alternatives Considered: Freshdesk, JIRA Service Management and Zendesk Suite

Reasons for Switching to HubSpot Service Hub: I chose HubSpot because we already use it for the CRM (sales and marketing) and because I was told that I could get most of what I wanted by the HubSpot partner that I contracted for the customization. I prepared a detailed spec of what I wanted. The partner was nice and competent, but he just did not know and promised things he should not have.

The best CRM product we used.

Comments: I like how the product organization allows the attachment of offers. This keeps the record clean. I appreciate the possibility that everyone can see the ticketing area as well, instead of keeping it isolated to one person. The ticketing system is excellent, allowing me to prioritize and manage customer requests efficiently. The chatbot functionality is also useful – I can customize it to suit my business needs. Integration with other Hubspot tools like email makes it a pretty complete solution. Overall easy to use, has the features we needed, and most importantly is easy to customize to enable solid reporting.

Pros:

I love using ServiceHub to support my clients because it allows us to see the service at all levels: grainy and in the weeds as we work on each ticket for the client, then also at high altitude. 30,000 feet as we collect reports of the overall support experience. Of our customers. Additional features like feedback surveys are essential for measuring business success. I use Hubspot to manage requests and communicate via chatbots and I am very impressed with the platform. The interface is intuitive and user-friendly, making it easy to navigate and get things done quickly.

Cons:

Frustrated when there is only one ticket holder or it is difficult to assign collaborators. Sometimes some people have to work on several projects and it is difficult to know who is doing what.

Great software for tracking sales and tickets

Comments: HubSpot makes it simple to monitor key performance indicators, create actionable processes and surveys, and aggregate the results in a well-organized dashboard. This allows you to see where you excel and where you need more work.

Pros:

Using HubSpot's Service Hub is simple and straightforward. Numerous FAQ-answering video guides are available. These undoubtedly cut down on the amount of time spent communicating with support staff. However, the help desk is top-notch and always available. They're better than I could have hoped for.

Cons:

As the size of your team grows, you'll need to buy more seats to keep everyone on the same platform. It would be fantastic if purchasing the platform didn't restrict you to a specific amount of seats.

Hubspot Service Hub

Comments: Overall, Service Hub has been a pleasantly surprising experience.

Pros:

We were already using the CRM features of Hubspot and liked the idea of combining with our service desk. We automatically create tickets from chats, which makes dropping the ball on tickets harder to do. The knowledge base is flexible, and the layout templates allowed us to get on-brand.

Cons:

I'd love to see an OAuth option in the future to put our knowledge base behind a login.

Alternatives Considered: Jira, Drift and Intercom

Reasons for Choosing HubSpot Service Hub: Integration with our Hubspot CRM.

Switched From: Drift

Reasons for Switching to HubSpot Service Hub: Single platform for sales and service teams. Enjoyed the look and feel of the knowledge base more. The quick insights seemed to be spot on to how we want to measure Knowledge Base success.

Overall system for managing your customers that keeps constantly improving

Comments: We started using Hubspot Service Hub overall when Hubspot presented their Chat feature. We have seen many improvements and new features have been implemented throughout the year so I'm positive it will become even greater tool in the future. Would recommend.

Pros:

Hubspot works well as an overall system for Customer Service. Chat, Help Center and Customer surveys are easily modifiable and there's constantly new features presented.

Cons:

The Hubspot chat is still relatively new service and is missing some elements which would be beneficial in professional use(such as possibility to delete messages, the search function within chat is not always as user friendly as expected.)

Easy to keep track of issues, create surveys, automations

Comments: I've been working with Hubspot along with the rest of my team for 4 months and it's only getting better. There is a LOT to explore and it's so easy to have everything working together.

Pros:

Working with hubspot has made managing our customers much more easy. I have the ability to create surveys and see which users a replying, create automated messages, tag team members in tickets and more.

Cons:

The ticketing feature is not as advanced as other services but it makes it easy when all contacts are in the hubspot CRM

Alternatives Considered: SugarCRM

Reasons for Choosing HubSpot Service Hub: Hubspot allowed us to keep all users in the crm and do a lot more all in one place

Switched From: Freshdesk

Reasons for Switching to HubSpot Service Hub: ease of use

The new support

Pros:

Easy to use Implementing new functions constantly Great support Good SW integration

Cons:

Mobile app not complete with all modules The ticket system is new and will need some developments

Alternatives Considered: Help Desk Migration

Reasons for Choosing HubSpot Service Hub: User interface and experience

Reasons for Switching to HubSpot Service Hub: We had the marketing and we wanted a complete product

Easy to use Live Chat System

Pros:

- easy to set up - easy to use - easy to implement - easy to edit / add users

Cons:

the only con is that it would be great to enable a form before connecting the user to a sales rep

Looking forward to more features!

Pros:

The Service Hub is easy to set up. We've helped a lot of customers self service with the Knowlege Base and have prepped our customer service team to accept tickets for support for this upcoming season so we're really looking forward to using the data collected as part of that process. The Service Hub is still a relatively new feature so we're looking forward to added functionality that we've requested. Hubspot makes it easy to submit feedback and are pretty great about responding to requests for support.

Cons:

Chat feature needs quite a bit more work to function the way we want. Keywords are needed for the Knowledge Base for those of us with multiple products and industry language.

Hubspot is amazign!!

Comments: Hubspot is amazing, it has replaced about 4 software packages we were using for YEARS

Pros:

The Usability, Integrations and Functionality of Hubspot is second to NONE

Cons:

The cost is a LOT, but it is worth it. I don't see smaller companies being able to afford it, but if you can...wow

Easy and intuitive + awesome customer support!

Pros:

Ability to see all information on our customers in one place, ease of use, self-service knowledge base articles, online academy courses, and customer support.

Cons:

The Service Hub is a newer product they offer and the functionality of the product is limited. However, I have no double it will evolve over time. It still works for us, but I look forward to more advanced options in the future.

AMAZING!!!!!!

Comments: Our team loves using Hubspot because there are so many unique features and reports that make our lives so much easier!

Pros:

Hubspot is very responsive and provides excellent customer service! Whenever there is a bug or issue it is addressed immediately. Our company loves using hubspot for many reasons but mostly how user friendly it is and easy to navigate!

Cons:

It would be helpful to have a form to fill out when we have suggestions/requests for feature updates/improvements!

Ticketing

Comments: Overall, the ticketing in the service hub is what i would like to acknowledge. This is very time savvy, and helps coordinate the workload of the team. It is viewable by everyone and each team player is held accountable for the turn around of their work. In our business we have a response time of 24-48 hours, and the tickets just show you the details you need to know and the whereabouts of that response. This is essential for the front of house team to be able to relay to the client at any given moment and any team member can do this.

Pros:

I use this software daily and the most part of my job i am using the service hub. This mainly consists of the use of tickets that enable team members to have a solid view of the workload as well as the general outer team can see. I like most about this software that every move can be held accountable, someone is responsible for everything that goes in there and it makes everyone work as a team.

Cons:

Some more automation would be good, i guess it is somewhat hard given the details it pulls. But when it automatically pulls information that you know you have changed, this can sometimes be very frustrating and also can cause contacts/ companies to associate more 10,000 engagements very fast and overfill the CRM very fast.

HubSpot's Knowledge Base Prioritizes Ease of Use

Comments: HubSpot's Knowledge Base has allowed my company a place to collect important information for contractors nationwide. It is a place for them to turn to with questions or clarifications, and to learn more about their expectations. I feel like it really stepped up my company's ability to provide on-demand assistance.

Pros:

As a creator and a user, the interface is very easy to navigate. The focus is very much on text - HubSpot's knowledge base ends up looking like an encyclopedia. This focus on text keeps thing simple and straightforward. Developments are carefully added, not to shake up the use of a knowledge base, but to streamline the delivery of text information.

Cons:

The focus on text keeps customization options minimal. For the first few months of using HubSpot's knowledge base, there was nothing you could do to change the look of the home page. That has been (thankfully) updated to allow for a few different templates. The implementation of images and other media is a far second place to the focus on text. Lastly, the search option leaves some to be desired. It searches strictly for language contained in the articles. I would like the option to add metadata tags.

Hubspot Service: Work in progress but getting there

Comments: Like many other SaaS services, they are always updating and adding new functionality. For companies that are using other modules from Hubspot should definitely consider using Hubspot Service, it will only get better. Businesses need to incorporate all elements of the flywheel in order to ensure the best possible user experience. Keep up the good work Hubspot.

Pros:

- Integrating with the website is easy and done simple steps. You don't need any technical background to do that. - Setting up the knowledge base with articles and documentation is a simple process. Creating categories and subcategories is easy. - If you have used the CRM, Marketing modules in Hubspot, you are quite familiar with the tickets. Some of the features have gotten better and improved.

Cons:

Hubspot has much to learn from the established players in the game such as Zendesk. They lack much on the automation and since Hubspot is a preferred solution in Europe, they should have multiple language support on the knowledgebase. They should also add a smarter layout to the conversations (inbox) to not to seem as cluttered as it is now. More features are needed on the allocation of agents and have more integrations with third-party.

You'll need to do your own research to use this product

Comments: This platform is a valuable asset for any business seeking to improve its customer service experience. With its powerful tools and features, you'll be able to streamline your workflows and provide faster and more efficient service to your clients, exceeding their expectations and ultimately driving growth for your business. While it may require some effort to initially understand and set up the platform, the benefits of doing so are well worth it. And with customer support available to assist you along the way, you can feel confident that you'll be able to take full advantage of all that this platform has to offer.

Pros:

If you're looking for a way to connect with customers and exceed their expectations, look no further than this amazing customer service platform. With a suite of tools designed to help you build organization and efficiency in your customer service team, you'll be able to streamline your workflows and respond to customers faster and more effectively

Cons:

The initial stage of launching this product can be quite challenging and confusing. I had to watch several videos to gain a proper understanding of how to operate it effectively. Although customer support was available, connecting with them was somewhat difficult. However, once I figured out how to set up each account, managing my clients became a breeze.

Delighting

Pros:

Tickets are simple and streamline our support process. Chat bot is a game changer for people raising their hands. Knowledge Base will help sales and support.

Cons:

Lack of easy customization--- Wish there was more flexibility for the look of the knowledge base, more types of chat bots (we had to pay someone to make ours the way we wanted it).

Great for using 1 CRM - Source of Record for all customer success/sales/marketing.

Comments: Understand HubSpot wasn't built for service, BUT if you want to be able to use just 1 source of record for your whole company - it works very well! There is a lot to learn in terms of working around what you may have had as previous experience. Their support is readily available and they take feedback really well. As a whole, they are great to work with and always have a good interaction with their team. It makes learning and implementing the service hub a lot easier :).

Pros:

Knowledge Base: The fact that I can manage my knowledge articles and chat support in one product is fantastic. The new editor for the look and feel of the overall design of the knowledge base is a huge upgrade since the last one! I also really like the reporting so far, it gives the support team a lot of insight into what is working and what is not. The new editor helps you to make super professional-looking articles.

Cons:

I think one thing that would have been helpful is to be able to gate the knowledge base based on logins from our own platform, but other than that it was super easy to setup.

HubSpot Service is quite there

Pros:

I honestly think that the service hub is a great software and new hub from hubspot, since it's a new product it has a great ton of value. The most important things I believe would be the ticket and knowledge base, where you can have everything that your team is doing on tickets, even demands by the client and finally have a resource center to your whole team and your clients.

Cons:

Although I like the knowledge base I feel it's quite limited. For once, our company just grew international, and we would need to have multiple Knowledge Bases on HubSpot, but we can only have one. The feedback surveys also are a great start, but it's limited as to how many questions I can do on a survey, sometimes I would need to question our client 3 times just so I would get the answers we need.

Expensive, clunky, and feature-poor

Comments: We chose HubSpot Service Hub because we were already using HubSpot's other products. Using it was a mistake. It was difficult for us to use, lacked necessary features, did not integrate well with our other services, and was way too expensive for what we got.

Pros:

HubSpot's Service Hub's strength is that it integrates directly with everything else HubSpot does. That makes it easy to keep track of tickets/issues in association with specific contacts/companies/deals.

Cons:

The Service Hub is clunky and does its job less well, and for more money, than other standalone products that perform the same function.

Alternatives Considered: Trello, Intercom and Zendesk Suite

Reasons for Switching to HubSpot Service Hub: Integration with HubSpot itself

Service on the Up

Comments: For having recently launched their Service Hub we find that overall it helps us deal with many of our needs in a convenient way as we also have the Sales and Marketing Hubs. There is room for improvement but the Hubspot staff always listen to my feedback. On the occasions when I have needed help they have been immensely helpful and attentive. This for me is fundamental and Hubspot nails that on the head!

Pros:

For most daily tasks it's easy to get things done, you can have a great variety of tasks which can be carried out all in one place (use contacts, create workflows, manage and answer tickets, etc.). Each agent can easily keep track of their own tickets. The feedback surveys are a great addition to our site now too!

Cons:

Having to have both the inbox and the ticket windows open is sometimes difficult. A more annoying or obvious alarm for chats would also be a plus in the future (like an alarm that doesn't stop until a chat is answered). In our case, a multi-language Knowledge Base is missing to make the KB more complete.

Everything in one place

Comments: We have one place for everything instead of multiple systems.

Pros:

I can see marketing and sales deals so I know my customers before they become customers. We have one place for everything instead of multiple systems.

Cons:

It can be difficult to put principles together for where different tings are logged (Contact, company or deal) and therefore was difficult to get it to fit our business model.

HubSpot review

Comments: HubSpot really helps bridge our various teams and really shines for our sales-related staff, it's a single source of truth for them.

Pros:

There's a lot you can do with it, it's very powerful, flexible, and really does help bring different teams, customers, sales leads, etc. together.

Cons:

The ticketing system isn't the best. It has good followup options, but individual ticket threads, views of lists, and so on are left wanting. It is not as performant as other systems, at times I find my browser hanging after they've done some updates.