HubSpot Service Hub Reviews & Product Details

The ease of use is huge! I love how easy it is to provide great support to our customers through the inbox and knowledge center. Hubspot is a huge part of our business and teams across the board, but my team uses it daily!

Nothing really comes to mind. Everything is pretty self-explanatory and has the features we're looking for.

We need a way to provide hands-on email support to our customers and the inbox helps us accomplish this with ease as it ties all of the company information into one place letting us all see what's going at a high-level.

I like most that it is organized and user friendly

I don't like how sometimes during chats, it can take 5-10 minutes to see a response from someone. I can see the thumbnail in the preview of the chat on the left hand side but not the actual response.

They are solving most issues that I bring to them. Especially chats not popping up in a fair amount of time. I can only see the preview on the left section but not in the actual chat.

This product is extremely easy to use, and creating workflows to make your day-to-day easier makes a world of differenece.

I have yet to come across something that I dislike.

None at the moment. We are using it for Feedback from our customers.

it is a smooth platform to use. Everything is right at the fingertips to find and making changes to the current process' are easy to do.

I would like a dark mode. I find the screen quite bright and having dark mode helps me stay focused throughout my work day

It keeps all of our client info in 1 spot and allows us to track all of our feature requests to see trends and potential pain points with our customers

The HubSpot Service Hub allows all departments to have access to what is going on within the organization. Sales, Client Success, Service Delivery, and the Product team all have access to the customers in our database, as well as any project updates, integrations, and more. It allows us to more easily see how things are going on an operational level, as well as with a more granular view on an account level. The automation has made our workflows nearly seamless.

There are a few tweaks I would make in regard to fields that may or may not be editible. I have found sometimes I need to flip back and forth between a company record and a task to get all of the information I need, which can be frustrating. We are in the process of building out a variety of dashboards to help with specific views and data we'd like to see in one place, so this is very helpful.

We are a fully remote team, and so being able to keep everyone accountable as well as informed has been a game changer. The automations and workflows we have been able to build in HubSpot is the most advanced I have ever seen. We have been able to almostly completely move away from spreadsheets and manual data entry, so our information is more accurate and timely.

We have been using it for ticket support and sequences a lot. It saves so much time and we can easily keep track of everything. We also use surveys and have been collecting information we didn't have before. We now have accurate reports of the overall customer support experience and know the areas we need to improve.

Contact selection and actualization have been a pain. We have over 40 contacts per company and different departments that work with each. Our main issue has been separating and updating these contacts per department so we can create different sequences. It often seems to be all of nothing when it comes to contacts.

We wanted to improve our overall customer experience, so with the conversational support and the way we can classify the tickets and create reports, we have been able to build words and focus on the areas of our customer service and our product that we need to change.

Ease of use and quick respopnse from support staff. Lots of training and materials to make it easy to use!

The cost breakdown and modular charges for each module in HubSpot

Customer Support and Sales Engagement

Makes it very easy for me to stay organized with my daily tasks. Very simple to navigate and the search feature makes everything quickly accessible. It has made it very easy for our support and sales teams to keep eachother up to date on both existing client accounts and new deals in the pipeline.

Not having the ablility to save multiple email signatures. For example, if i'm emailing a client from inside their company profile it will only populate my personal email signature even if i am sending the email from our support address. The only way to get the Support signature is to generate the email out of the conversation inbox. It would be nice if the signature was pulled into an email based on the "FROM" box in the email so when i select support it puts the support signature and when i select my personal inbox it puts my personal signature.

We are no longer duplicating efforts when dealing with a customer inquiry via a shared email inbox. We used to work out of Outlook so there was no way to know who was working which email request. Hubspot allows us to assign emails in the conversation inbox so we know exactly who is working on what. It also allows our staff to take days off without stressing about customer followup. As long as they leave notes on the conversation in the inbox someone will follow up on their behalf when they are away from the office. It has also streamlined the way we pass customers over to our sales team. We can now turn the logging of a simple phone call into a lead on the sales pipelines.

The ease of use and how easy it is to teach others how to use it.

Sometimes the surveys can be inconvenient to maneuver.

Being able to help customers faster and being able to give helpful resources to internal staff.

Fast and easy to use, is tailored to the user's needs

sometimes crashes and sometimes it can be slow

We manage internal company incidents, and guarantee a good service to complete efficient deliveries to our customers.