HubSpot Service Hub Reviews & Product Details

I like the survey tool and overall activity logs on the contact record. It will super beneficial for the teams who work collaboratively, Another time saver for Sales and service team members to make sure they are spending more time with prospects and clients, and less in mundane tasks.

I couldn't think of any dislike of the feature. Its just tailor-made to suit our business needs

We receive a lot of support queries from our customers directly from their account, so we can determine where the problem lies and provide instant support This is helping us a lot in making our product better for everyone to use.

I love being able to use the templates and the snippets!

So far I haven't found anything I dislike.

I came into Hubspot not knowing anything and am a visual learner. So I loved the ease of being able to call someone and have them return my call literally within minutes to help.

I like the alerts received when the customer opens an email or leaves feedback I think it helps keep service personnel organized, as well as, reminding us and the service team of the importance of customer satisfaction and where we stand.

I am not a fan of how the HubSpot app behaves on Apple products. specifically, the voice chat which is important for those who can't type on a keyboard for hours straight. I think the development team should have a look into this how HubSpot and voice dictation on Apple products work together (very buggy)

It is keeping me on top of customer satisfaction along with the next task in front of me.

I run Professional Services and Training. Being able to use tickets to track projects, and link them to the deal where the project was sold has been wonderful. I also link the contacts to the ticket as well. Just seeing everything together has been really great. This has allowed me to automatically send CSAT surveys when projects close and be able to show senior management what customers think of our work.

So far the only issue I've had is that Knowledge Base does not support file attachments integrated into articles. It's kept me using Jira Cloud for our KB, but this is literally the only feature that is blocking me from moving the KB over to HubSpot. If you don't have a lot of files you embed in KB articles then the HubSpot KB is really really nice.

I now have a dashboard that shows me the backlog of work my team has as well as the revenue we've made for the year and the dashboard allows me to quickly and easily make sure that work is distributed evenly in the team. The dashboard is beyond fantastic.

User-friendly and simple interface makes the tool easy to adopt.

The tools in Service Hub Pro are the ones that drive efficiency and, for some organisations are price prohibitive.

It's great for triaging inquiries. We've used it for onboarding, referral processes, sales queries, and managing live chat.

Being able to customise my display, sort by different categories, links to other tickets

No markers for whether tickets have been automatically or intentionally assigned. Unnecessary step when adding a contact

Very useful in resolving issues for our customers efficiently

La possibilità di poter seguire tutte le operazioni relative ai clienti

La gestione delle chat è un po' macchinosa e lenta

Riesco a gestire i clienti al massimo dall'assistenza al marketing

Simple and easy to use. Amazing features available to create them.

Nothing, it's great. Only thing would be for more options in the formatting.

A simple system that customers can access for information.

I like the pipeline feature. It helps colleagues understand the status of tickets and cases

So far, I'm not sure. However, it is difficult to share a table in the body of an email.

The customer portal feature.

How emails and chats are integrated in the one system

It searches contacts, not a company. There is nothing missing and everything works properly.

It is easy to email clients and the chat function is great. We are financially benefitting from using this product.

The way the information is displayed in "layers" - The contact, company, information, tickets, emails, calls... everything is related to each other, and doesn't matter where you start you can follow the link to the right info

To be honest I would love for the Search bar to be improved. For it to consider more keywords or for more results to be shown. Sometimes it's difficult to find email conversations or so without knowing the exact subject or the results shown are limited

In the company I work for, we use it as the main solution for ticketing and record-keeping. From service or support tickets to sales deals, customer information and others.

The ability to send NPS surveys based on specific contact properties. We have gained valuable insights as a company and have already implemented improvements in various areas of the business based on the feedback we were able to gather. Also, we have saved relationships with long-time clients who happened to have had a contract where we dropped the ball. We did have to do a bit of a workaround to trigger the send to be off of the deal date, but the HubSpot customer support team did a great job in helping create a solution for this.

Would like a different notification system for incoming live chats for the website to be developed. It is important that chats are dealt with quickly. Right now, it gets lost in other notifications. It would be great if it could come up on the right-hand side of the CSR's screen who is logged into the chat/assigned the chat- similar to how a customer interacts with it on a webpage. The rep could then answer there, or open it up to the chat inbox if they need further details about the client.

We are allowing customers to give us honest feedback on how we are doing on an event-by-event basis. This has helped us change processes and product packages to better-fit customers' needs.

Hubspot's free trial and extensive knowledge base make it easy to start building out your service center and evaluating if it will meet the needs of your organization. Once becoming a customer, the knowledge base is still incredibly useful, and Support is fantastic if self-service options didn't resolve the issue.

The ability to host multiple knowledge base sites would be a great addition.

Hosting our knowledge base and managing support tickets are our primary uses. Support forms are easy to make and host, and working tickets is much easier to do than in a system like Salesforce. The knowledge base builder and site has been crucial for implementing self-service options for our customers.

Tickets are my favorite part about Hubspot. I am able to create the tickets, reassign, create log, emails, notes, etc in the ticket.

Training. It takes a lot of practice to understand the Hubspot features and all.

The communication flows between the team members. Before Hubspot, we would duplicate a lot of emails but with Hubspot we are able to not duplicate the emails.

I like how HUBSPOT is always available for a live chat to help with my issues.

Sometimes learning a new system requires a bigger learning curve.

I'm getting help with updating ticket properties, but I realize most issues can be searched on the help guide, but it is always nice to speak to a live agent.

Hubspot's CRM has elevated our company and allowed us to expand our business in a multitude of ways. It has key features including automation, analytics, social media outputs etc. that allow you to double productivity and conduct business efficiently and professionally.

Truly nothing. Hubspot is a stellar platform with excellent customer service. If ever an issue arises their team is quick to act and quick to solve. User friendly.

Hubspot allows you to do the work of multiple people even if you are operating small. Email tracking, workflows, note taking, internal inbox's. Hubspot does it all.

I don't know that the Service Hub is better than SysAid or any other service desk software, but I do know that when the Marketing, Sales, and Service are all used together, IT CAN'T BE BEAT. Know all three departments see the same activity, deals, notes, tickets, etc.

Setup is a bit tricky, not because it's technically challenging, but because it's all over the place. Setup your Ticket properties, Pipelines, and Statuses under Tickets, update Automations under Tickets, create your Form, make sure it creates a Ticket, connect your channels under Inboxes, connect it to the correct Pipeline, make sure to treat incoming conversations like a ticket, determine how ticket assignment will work... You get better with every service hub you configure, but it's a lost of jumping around between objects and tools.

Service Hub solves the problem of losing data integrity when passing info between different marketing, sales, and service tools. Using all three hubs means all departments see the same info and can provide a consistent, positive customer experience, and reporting is streamlined.

The convience. I also like the feature of when people view my emails.

Sometimes it can become glitchy. When I try to search for things

I'm solving how easy it is to access files within my company and helping the programs succeed. Super productive.

How self-sufficient it is - I don't need to use any other tool

I dislike that it has less design customization

- Management of the knowledge base, easy to edit, publish, and organize

Its super simple and intuitive. It works as you would expect it to. Easy for both sides to figure out.

It can take time to develop the perfect workflow for your team.

We us it internally to customize object records and to execute quoting needs.