HubSpot Service Hub Reviews & Product Details

HubSpot is not just any CRM. It helps with crafting a customer experience that is valuable to all members of our company. I have used other CRMs in the past, and HubSpot takes the cake.

Possibly the most frusterating thing I have come accross is the Knowledge Base. I am unable to put HTML aref links for a phone number or an email. I have to use a regular link, and that doesn't work because it will just redirect when a user clicks on it, instead of actually just calling the number. Another issue is the lack of design for the header. The Hero section is customizable, but the header section should be able to have its own design (ex: Black menu bar, or white menu bar, or same color as Hero section)

I use HubSpot for all of the purposes listed. I have not had any issues besides the issue with the Knowledge Base. My biggest gripe is the lack of adding our support number and support email to the top menu bar.

I love the task portion of HubSpot. It allows me to plow through my leads without having to find them.

HubSpot assigns leads times that are past due at the time of posting.

Hubspot allows us to keep in touch with our customer base and keep track of our interactions.

Workflows! I'm able to automate almost anything our organization needs to make sure that everything runs smoothly and easier for every team member.

Some limitations in the workflow could have been added to better improve the overall experience.

The entire automation process for manual tasks we'd previously done.

It gives me the ability to have a "one-stop-shop" so to speak, with the number of app integrations Hubspot has it enables users to build a system specifically for their needs. The feedback survey feature alone has helped us grow by being able to address customer needs we probably never would have heard about otherwise. Their support team has always been great, I am a person who asks a whole lot of questions and I've always felt like their support was happy to assist. That is about their attitude (which again is great) but I would like to add that the quality of support matches up. I have had support needs varying from email automation to website/landing page HTML issues and something that I've always appreciated regardless of the topic is that they have never asked that I sacrifice my vision or idea so their job is easier, an example I can provide is using the "GoTo Webinar" integration I was using Hubspots forms and landing page features for the webinar registration and the setup is simple if you have a single webinar time but I had two separate times and was having trouble figuring out how to accurately register a client to their selected time without manual changes. My support agent Jane worked with me and found a community post that had a workaround through their automation options. Worked like a charm and her help saved me a lot of time and menial/unnecessary work. If you're new to CRMs but believe one would be beneficial for your business, go with Hubspot. If nothing else for their support, it's hard to know all the ways that a CRM can help, and having knowledgeable, helpful, and friendly support at the ready has been incredibly helpful in realizing the potential growth my company is capable of.

Little to say in this aspect, I cannot write something negative that would be honest. It comes down to familiarity and how creative you can get with the tools they have available. Anytime I've ever felt stuck, limited, or frustrated their support team has shown me how to use their tools/features to do what I want, often in a more effective way than I originally thought.

Customer-facing resources are the main one. When I started at my company they had just made the shift from distributors to direct sales and had little to no customer support aside from tickets handled over email. One example I have is a feedback survey that is sent out automatically after a client has been using our service for 30 days. That survey has allowed us to collect testimonials and technical issues that we may not have known about otherwise. It has helped us track our NPS and CSAT scores which helps a great deal both in addressing customer concerns as well as marketing our product. That is just from one survey built using a single facet of their service hub...

Organize and connect CRM with existing CRM platforms.

Few cases where information gets lost while importing data from another CRM.

Definitely benefit in sense of more efficient communication.

The HubSpot Service Hub allows us to seamlessly engage and communicate with our customers in a central location. This creates a frictionless experience for our clients, which they have come to expect at Fuelled. This is all due to the power of the HubSpot Service Hub.

There isn't anything that I dislike about the HubSpot Service Hub. With that being said, a few times in the feedback services would be nice to change. This relates to the NPS scoring. It is impossible to collect NPS scores from outside of HubSpot and have those scores integrate with the NPS scores collected in HubSpot. I have to manually export everything and track our current score on an Excel sheet.

The services hub is mainly used to collect customer and website visitors' feedback. We are just starting to use the customer portal portion of the service hub, which will greatly enhance the Fuelled experience.

I like the flexiblity with the features on Service Hub, while I also love the If/Them branches which helps me and my team answer many questions as we can with the guest being sent to the correct team!

What I dislike about the Service Hub is the lack of premium features like the If/Then Branches, Customer Portal etc which should be made available for those with Starter packages

Hubspot Service Hub is helping my team and I solve a major issue with our company lack of Customer Service tools and contact methods, when we first launched HubSpot for LJ Entertainment Media it felt like a relief as we found our solution to the issue

HubSpot Service Hub is an exceptional customer service management software that is easy to use and comes with a wide range of features that helps our business improve the customer service experience. One thing that sets HubSpot Service Hub apart from other customer service management software is its seamless integration with other HubSpot products, such as Marketing Hub and Sales Hub. This integration ensures that we can provide a holistic customer experience, from marketing to sales to support, all in one platform. I also love that we can create a robust Knowledge Base within the system to support our CSCS teams and allow our customers to find the information they need to solve any question they might have.

We haven't seen any downside to the system yet. We are very pleased with the experience.

HubSpot Service Hub provides a solid structure for all of our customer success efforts, from live chat to customer self-service, and we now have the data we need to continually improve our response times for support tickets.

The ability to easily send multiple reach outs to the large teams I support with ease AND with trackable insights!

The set up can be complicated (ticket boards + work flows) BUT - once you figure it out its easy!

Helps us solve mass email problems Helps us track opens easier Helps us communicate globally in specific times zones

easy to navigate, reports are generated too, you can send sms and call

the glitches, it dont receive message realtime sometimes

the glitch, the unrealtime coming of messages are now very rare