HubSpot Service Hub Reviews & Product Details

The workflows are net superior to other CRM solutions, our agents prefer the pipeline/stages view for their workload, compared to traditional tickets (like Zendesk), as it increased their efficiency.

Hubspot is more CUSTOMER centered, meaning all the actions converge at Customer level. If you're looking for something that EXCELS as a ticketing system, this is not the solution for it. It can do it, for a low-medium ticket volume but it cannot tickets in the thousands/day.

We were able to automate around 80% of the workflow across multiple departments in our support team, allowing them to focus on what's important: communication with the customers, instead of technicalities that can be automated.

Hubspot is very user friendly, almost anyone can figure out how to use it and utilize it efficiently. Other softwares we have used require long, grueling training. However, Hubspot is very simple to use.

Emails can bounce on the platform, causing me to email customers from my gmail account. That is the only complaint I can really think of, other than that Hubspot has been great!

I haven't had to reach out to Hubspot Service Hub to really solve any problems, so I can't really answer that question! I know from experience their team is very good at communicating though.

I love that things can be organized by teams and that we have our own dashboards and pipleines. I love that we can customize reports and assign contacts.

We have some issues with assigning emails our chatbot cannot pop up as a separate notification from other tickets. We cannot always answer our emails right away, so it would be nice if we could have that pop up on our desktop somewhere. I also would like a feature that allows us to put our working days in, so that if one of us is on vacation things do not assign to them.

We were having serious issues with HubSpot changing the names of our facility managers to the guests' names. We would think we were emailing a FM but we would be emailing a guest. David Benson came in and isolated our issues and has done a great job setting up guardrails so that our contacts stay legit. We still have some sneak in, but this is from company emails and phone numbers being used in bookings instead of acquiring true contact information.

Getting feedback from customers through the surveys. It's been really helpful since they do not always answer the phone, so the survey links have been a great option for them to give us feedback.

I don't dislike anything so far. I use the feedback surveys and other team members use the ticketing system and that helps organize all customer requests.

We do a welcome call to our customers after they enroll in our program and most of the time they don't answer the phone. Sending a survey link after the call via email and text message has been very successful at connecting with them.

Very good user experience. Our application is connected with our database which is helpful in sending out emails. We can view the feedback submitted by our customers and improve our application based on their experience. This is a great tool that can be used easily which does not require much technical knowledge

I didn't find anything which could I dislike/which limits our company's operations.

Marketing operations, customer feedback, sending relevant emails or messages to the right customers, and customer support service, live chat, shared inbox are a few features among the many that we use.

I like that you can find all the needed folders in one section. Ticket services are straightforward to reference when needed to see what was done for the day!

The top left icon takes you to the report. Sometimes we missed tickets and didn't realize till I was shown where that was located. Maybe change the feature.

At the moment, there are no issues I have encountered or something that might need solving.

I recently had the opportunity to use the HubSpot Support Hub module, and I must say I was thoroughly impressed with its capabilities. The interface is user-friendly and intuitive, making it easy for my team to navigate and find the information we needed. One of the standout features for me was the ability to customize the support portal for our customers. We were able to create a branded experience that aligned with our company's values and mission, which helped to establish trust and credibility with our clients. Another highlight was the integration with our CRM system. We were able to seamlessly track customer interactions and create personalized experiences, which helped to improve customer satisfaction and loyalty. Overall, I highly recommend the HubSpot Support Hub module to any company looking to improve its customer service operations. It has certainly been a valuable asset for our team and has helped us to better serve our clients

The conversation module could benefit from the addition of categories, tags, and SLAs based on these tags and categories. This would help to organize and prioritize conversations and ensure that they are handled in a timely and effective manner.

Managing customer inquiries: Service Hub provides a central location for managing customer inquiries, whether they come in via email, chat, or social media. This helps businesses respond to customer needs more efficiently and effectively. Tracking customer interactions: Service Hub allows businesses to track all customer interactions in a single location, providing a complete view of the customer journey. This can help businesses identify trends and patterns, as well as identify areas where they may need to improve their customer experience. Automating repetitive tasks: Service Hub includes tools for automating repetitive tasks, such as routing customer inquiries to the appropriate team member or sending personalized follow-up emails. This helps businesses save time and reduce the workload of their customer support team. Overall, Service Hub is helping us provide a better customer experience by streamlining our customer support processes and providing us with the tools we need to manage customer inquiries more effectively. This is benefiting us by helping us build stronger relationships with our customers, increasing customer satisfaction and loyalty, and ultimately, driving business growth.

The knowledge base for documenting internal processes for your team training and repeatability, and providing customers with self-serve knowledge to get them the info they need as fast as possible without straining your team's time.

The cost can be high for smaller teams or newer comapnies, the price jump between starter and pro levels is big, and the knowledgebase is not included in the starter level.

Training team members to run processes in an efficient and repeatable way with the knowledge base. Giving customer access to information repeated or asked by many customers without taking our team's time with individually answering their questions. Making a ticket pipeline and automation for visibility of the handoff between sales and service, before service begins onboarding in the project management system.

It is a great way to organize your team; it is easy to use and helps visualize your pipeline to be aligned in reaching the objectives.

The reports & dashboards could be explained better. It becomes normal once the HubSpot lingo become part of your vocabulary but for a first time user it is not natural

The pipeline is a geat way to organize incoming requests, you can define the different stages according to your business plan and objectives. I find it really helpful that everything is connected to it works a central tool for the whole company.

Since you can separate the type of tickets on each pipeline, Ticket organization makes your job so easy and organized. If I could add something, is to have more versatility when creating pipelines to make it even more organized.

This is not something I made, but my administrative team, but ticket creation is made so easy that some times it creates tickets when you dont need them, we are working on the automatic side of things to make this better.

Any type of problem that requires constant communication with the client, sending emails or making calls is something you do everyday, Hubspot makes everything work so smooth.

One stop solution for CRM . Less coding required with multiple plugin integration. Easily manageable.

As of now no cons in this product it is as per requirement.

It helped multiple integration like social media and other party service without any coding just login and integrate.

Email templates and sequences are so useful when having to email a lot of clients. Saves time and helps to follow up on tasks.

Sometimes can be difficult to find information that you need. I.e if it's in the company or in the deal

Streamline work between different teams and helping to communicate with clients

HubSpot is being used by many users in our company which is why the workflow has never been as simple as it is now.

The downside of hubspot is the difficulty to give limited access to the users, else everything is fine for now

The best work flow operation and ticket management that we have had. Communication, flow and the management has never been easier

The ability to track when my clients have opened an email / what links they have utilized

I dislike the interface - it could be more user friendly in terms of new tabs automatically opening when selecting an option from a dropdown menu

Hubspot allows me to connect my Gmail with it and through this means it keeps me organized

All company info is at the same place, easy to manage

Not always up to date when a bew message arrives, doesn't always autosave

Answer product questions

I love that everything I need is in Hubspot, and that it has so much capabilities.

Because there is so much, it can be a bit clunky at times.

It tracks everything for us, and allows us to see when customers have opened things or not. It's great for testing, and for tracking.

The feedback surveys and customer response tracking really makes life easy as a marketer while providing helpful insights.

No big downsides or dislikes yet. The Hub has been helpful so far and the experience has been smooth and efficient so far.

Apart from the ticketing system that helps our support team, the feedback surveys and customer opinions have helped us get closer to our clients and make improvements to our systems.

The feedback tool on HubSpot Service Hub is easy to use - intuitive, and allows for customization. I wish there were more flexibility in sending automation, though.

The customer portal is in it's early stages and does not allow for much customization. I need our customers to be able to see certain fields on their tickets that aren't available to add yet.

HubSpot Service Hub solves our challenges with customers having visibility into their outstanding tickets and sending/receiving updates on outstanding requests. It also solves our challenge of having a feedback loop. All of this benefits us greatly by ensuring we can allow our customers to engage with us easily and also hear/react to their feedback.

Communication with customers and the ability to see who opened an email and how many times.

It can be very overwhelming at first. There is so much!

HubSpot Service is helping me stay on top of customer needs and other issues.

My favorite thing about HubSpot is the reporting. We never had a source of truth, and now we do! Instead of having to dig through spreadsheet after spreadsheet, I can quickly consult an all-encompassing dashboard.

At this moment, my least favorite part of HubSpot is how limited a free-account is when associated with a paying company. IE: It would be nice to be able to make modified paid seats. This way I could give users access to certain parts of the Hub who do not need a paid sales or service seat.

We were 100% spreadsheet based with no source of truth for our data. Additionally, we had no consistency in data collection. Adding HubSpot to our daily work has been such a life saver. Our data is accurate and people can find an answer to almost every question. We also never ran NPS or customer surveys prior to HubSpot and now we can!