HubSpot Service Hub Reviews: 4.4/5 — Solid Choice

I like how Hubspot allows for easy access to tasks that I need to get done. I also enjoy how I am able to create reports and visualize how my performance is growing and changing.

I haven't come across many downsides to hubspot. It is very organized and efficient. The only negative that comes to mind is that the color scheme is a little bleak so it feels like your are using a back end software.

Hubspot organizes the customer tickets that are being created and makes it easy to respond. It then allows for reports to show how my performance is improving and growing.

It's easy to use and useful to send emails as it allows us to add our names and signature at the end and also add our own email templates. It's great that it allows us to see all previous chats or email exchanges.

I wish we were able to have a tab with mentions from our coworkers as they are sometimes not very easy to find. At the same time, it would be useful to snooze conversations until a certain period of time in order to process it later.

It is allowing us to have a full overview of customers' requests across different teams.

HubSpot is very user-friendly. I like how many things we can do on HubSpot, such as send emails, live chat, phone calls, etc. The best part about HubSpot is being able to track all these action items.

I do not like how many duplicate items are on HubSpot. For example, duplicate tickets. It creates a messy workflow and may cause confusion amongst our team. I wish HubSpot was better at detecting and eliminating duplicate tickets

Helps us stay organized and track actions that happen on a situation. Also, it helps us communicate with other departments. Makes it easy to search up items too.

From marketing, cx, support, and even CSAT or experience for our customers. We have it all in one. Also, they focus on improving their service from time to time always bringing up new features.

I think we could have more accessibility to create reports, our engagement report from our clients, that def will help us to improve our service and help them more aquarately.

As I said before the communication souce, it helps a lot and is time saving when talking about communication between organizations , also on email marketing to have the clue and impact it had in our customers.

Being able to keep my contacts organized in an attempt to properly execute tasks to ensure proper follow-up.

Associations can inaccurately link notes, tasks, meetings, etc to contacts.

Operationally, HubSpot is the source of our reporting. Marketing, consumer/client outreach, and internal data keeping.

Hubspot intelligently links new and existing contacts to deals and companies so you immediately have an overview of the client's profile. All information is stored in a very organized and easy-to-access way. You can easily track your performance and record all steps of your work with amazing customization options. By far the best CRM I have worked with.

Within my job, working on client deals the predictions of annual contract values are often incorrect as it is obtained by multiplying x12 the amount of the last payment received. Insertion of links within emails should be quicker and not require double copy-pasting.

Managing customer support tickets and following the progress of companies who register for our services. It definitely increases productivity and makes work management faster and more immediate.

It is extremely clear and always comes with a guided tour for new features, I always feel ahead of the curve when it comes to using HubSpot Service Hub

Sometimes I feel like I need more ownership over the changes I can make, but still a lot I can do.

I am able to sort through customer tickets all in the morning and get the right tasks out to the right colleagues. We have also developed our Knowledge base to the best it has ever been!

If you're using HubSpot as your CRM, Marketing automation or Sales Hub adding Service Hub is just a logical move. It keeps all customer facing activities and documents organized in one platform, which helps save time on operations adn even internal communications.

I think Service Hub communications and emails shouldn't be a part of Marketing contact count by default.

We are able to track all customer-facing comms and issues from one place, connect it to Jira and escalate issues to the Dev department not leaving HubSpot

The on-boarding process was very structured and easy to follow. On top of that, there's a robust course where Hubspot shows you the ins and outs of service hub.

Can't think of anything right away to be honest - the chat functionality is a great tool anytime I need help

CLIENT REQUESTS! Before, clients were frustrated due response time because their requests would be sent to an inbox and get lost in the hundreds of other requests. With service Hub, we actually have a dashboard for emails, chats. We can create tickets, see how long tickets have been open and close them out when they've been taken care of. Customer surverys are great as well.

Its easy to find, and or edit the contacts

Maybe you need to improve the statistics that export

We use it to manage our clients, send emails, knowledge base, etc.

Hubspot is very easy to learn and use, the learning curve is not that steep

Sometimes I get notifications on cases that are not assigned to me

Hubspot allows my team to organize very easily, each one of us is able to take over a case and provide a prompt response to all of our customers.

How user-friendly the platform is and the knowledge baSE ARTICLES THAT TEACH YOU EVERYTHING AND MORe

honestly nothing because it has been proven to be such a great tool for our company

It helps us manage customer escalations while maintaining a higher degree of service since everyone has the most recent data at all times

HubSpot Service Hub allows me and my team to cut down on the time it takes us to do repeating tasks and allows us to be a more efficient operation overall.

I have no qualms or issues with HubSpot Service Hub.

Feedback surverys, and it allows us to automate this process to lower our manual overhead.

A lot of things are monitored automatically - so that you can focus on the customer needs instead of writing everything down....

Difficult to say, but everybody in the company has to use it so that every contact with the customer is monitored - do the tricky thing are the colleagues :)

Less admin work - saving a lot of time with templates, snippets, ....

We are using Service hub as our ticketing system for our customer support and it has proven to be a very user-friendly and efficient software. I have worked with other CRMs but they are not very efficient and we were facing a lot of issues.

At the moment everything seems to be good so I don't think there is anything I dislike but if we have anything we try to contact Hubspot Customer Support and they really help us a LOT!!

We have made some workflows for our customer service part of the business and it's really helping because we can find all the data we need in a single place instead of searching in to 2-3 places.

The huge amount of analytics that I am able to see on the back of every feature I use. Hubspot has totally changed the game for our team.

I previously disliked the difficulty I faced with workflows. Essentially our company requires two different contacts - all of our data about student's is held within the students contact, and not the parents. This is on us of course, but it has meant we have had to find many workarounds as time has gone on. I have also found that multiple times I have looked for a call back, and have seen that there's some form of national holiday in America. It would be great if you could have more agents available for calls in the UK.

Hubspot Service Hub has helped us many times, very promptly and with a real sense of genuine enthusiasm to help. Just wish you were more available for calls.

The ease of creating reports and updating our websites

Anything I haven't liked our developers have found a work around

B2B and reporting

The best thing I like about Hubspot Service Hub is the neat interface, which is very easy for beginners to learn how to use/how to locate something they needed.

It would be better if there is a live chat tool integrating to phone Apps, so far the live chat tool can only be integrated to web.

The interface and tools are helpful for us to view and manage customers' profiles, behaviour, purchase & conversation history, etc, which greatly enhanced work efficiency.

Most user friendly CRM ever used. Customization makes the user experience smooth and trouble free.

Haven't had any trouble using it so far.

Keeps track of my sales record and love using the task function to reminding me to call my clients on time.

Using Hubspot can help you provide your clients with the best possible service. There are many elements that will simplify the business process. You can communicate with the customer through real-time chat and emails. Additionally, it offers the most striking reports that are not unpleasant to look at.

Not really dislike but a simple suggestion. I wish there was a way to know if someone else is already working on a specific ticket such as a little identifier. This will ensure that no one will work on the same ticket at the same time as this could be time-consuming.

HubSpot features a user-friendly interface. It's easy to see all the emails from the guests and it's easy to reply to. You can create templates as well for your common concerns for easy transactions.

It is extremely easy to track, create and account for tickets on the website. Networking and talking to external contacts, along with task management. Driving efficency.

Sometimes there are issues fetching emails between clients and yourself.

Hubspot is helping us to resolve and delegate between customer service issue.

Ease of use, responsive customer success team, reporting tools

The chat feature could be better. I would really like the option to tag different conversations - ex: sales, customer success, billing, etc.

Reporting on outbound sales activity and sequence creation, customer success contact/workflow implementation, customer success uses as a place to store client info

I liked best the way HubSpot explain inbound marketing

Nothing in particular, maybe I'd like more downloadable material

Tickets and costumer communications

the automatic updates on the tickets work well.

Some things you can do, but can't undo, like ticket merge.

N/A

Record keeping- saves everything you want

There is no problem using HubSpot at all.

HubSpot makes most of my work easy to arrange.

The layout is dynamic and very user-friendly. The multiple inbox layout and the notifications as well as the dynamic capabilities with other apps are both useful and impressive.

I do kind of wish it wasn't so glitchy all the time. Sometimes it freezes or certain buttons will disappear and i will have to refresh the page. This can be frustrating if I already wrote out an email.

I solve customer issues, and inquiries, and respond to comments. This provides a better guest experience for our attendees and allows for our company to have active and flowing communication with the public.

Easy-to-operate pipelines, Provide content in the knowledge base

Limited functionality for surveys compared to other providers

Standardised customer surveys like NPS have helped us enormously to improve customer service.

Analytics Tab to track performance. The snippets option to save repeated answers.

At the moment I did not find any dislikes.

It allows for netter CRM.

How easy it is to use and the thousands of tools available for better management.It is an excellent tool to better organize the daily work and that those responsible for each team can keep up to date with the information

Sometimes it takes a while to update, but otherwise everything goes great.pipeline update times could be improved, this would speed up the workflow and allow to reach more cases.

It allows me to communicate efficiently with the work team so that the tasks can be completed and also an ideal communication with the clients. It allows me to better organize my work and reach a greater flow of customers per day.

I really like that Hubspot Service Hub has intuitive features that make it easy to navigate and manage.

I think Hubspot is very intuitive but could potentially have more helping prompts for all user levels.

HubSpot Service Hub is helping my organization manage our knowledge base.