HubSpot Service Hub Reviews: 4.4/5 — Solid Choice

Integration of mktg. and communication activities

Nothing really. All functions work well.

Management and communication to a big amount of accounts. Segmentation according several criteria and integration of messages using different platforms (web, blog, social media, etc)

HubSpot Service Hub is most helpful with service ticket creation, communication, tracking, and completion.

The only downside to using Service Hub is if you want to create line items for deals, you cannot. That's in another version of HubSpot.

HubSpot Service Hub is helping me solve unauthorized use of our SaaS. We have kept track of this in the past but had no way to actually address it before Service Hub.

Hubspot overall is very user-friendly. It did not take long for me to learn to navigate!

So of the steps to setting up and using features like lists and templates and always clear and easy to use. Specifically, lists seem to be tricky.

We use Hubspot to help open visibility between departments. This is a huge help to other departments to know what is coming down the pipeline!

The fact it's integrated with my CRM and their business model which is much more straightforward than the other vendor we had before

Chat data could have more info (e.g. device, OS, browser) to facilitate triage

It allows us to have an omnichannel support platform integrated perfectly to our CRM

I love the fact that I can open many of the client's accounts to avoid going back and forth

There is nothing to dislike for far. I am happy

Hubspot is solving time-wasting. That is benefiting me because I can now manage to meet my targets everytime.

Multitude of department abilities - Marketing and Sales run their entire workflow on Hubspot alone.

Sometimes server tends to bug out and crash, rare but sometimes happens and doesn't same whatever was being done at the time.

Visibility over our entire platform for sales and marketing

To maintain, retain, and expand your client base, Service Hub combines all of your customer service data and channels on a single CRM platform. which consistently produces improved customer service management and satisfied consumers.

In total there are not much of downsides to using Hubspot, however, the only thing that I would consider as a drawback is that it gets expensive quickly and fast.

It helps solve most of our customer management issues, as it includes an all-in-one platform for everything including marketing, sales, customer support, and most importantly collecting feedback which help us improve our product.

We use Hubspot for Sales, Service, and Marketing (Pro level). It makes setting up email campaigns and managing deals a breeze. Love the analytics provided and all of the integrations available!

For a startup, Hubspot is spendy. There are other programs that cost less, but they don't cross departments or work with other platforms as well.

Hubspot provides great insights into our marketing email performance. It also allows great reporting for deal progress. We utilize Hubspot's chatbots on our website and its Help Center for our Service resources.

I appreciate the ease of use of the tool and the wide range of customizations available. It really makes staying organized a breeze - an essential in the work I do each day. I'm able to stay organized, on task, and in turn, keep my customers happy.

I don't have a lot of pain points. Any pain points that I did have were solved with a change in the use of my customization options. Great tool that I would be happy to recommend.

I interact with a high volume of customers on a day-to-day basis so, it can be very difficult to keep up with inquiries, responses, and other communication required for my job. The HubSpot service hub makes keeping track of everything very easy.

All the info from marketing automation, communication and deal closing is found within Hubspot so when we are servicing with a customer we can see historical communication as well.

Sometimes the ticket duplication is an issue or even if they open an old ticket by replying it creates an incorrect time the ticket is open. That creates dirty data for the reporting purposes of our service team.

It's a great way for our agents to know who's doing or has done what with each customer and what still needs to be done.

The ease of integrating all the platforms used throughout the company. Everything links together and makes automating processes simple.

There is duplication within HubSpot which may be down to the integration of other apps. I also don't like the colour scheme.

Th customer journey has partly been automated from time of registering interest meaning customer support team have more time to spend with customers. More productive and key stages are not missed or forgotten.

I like the user-friendliness of the application and the benefits of associated email addresses receiving notifications of certain actions automatically.

I wouldn't say I dislike anything in particular, it's straightforward and it is easy to get used to once you know exactly what you are looking to achieve with the application.

It is keeping our whole business, all departments and Clients aligned with every update regarding their debt review process. All in once easy-to-use application.

Simple, user-friendly, features edge out the competition, Team collaboration

Email Clutter and sometime inbox is cluttered with notifications.

Hubspot online support is great in solving any issues promptly

Hubspot helps me with all of my marketing activities and is intuitive to use. I mainly use Hubspot for Social, Blogs (created and managed through HS), email automation, sequences, workflows and more. The level of data I get from Hubspot is incredible and helps me shape the strategy for our marketing efforts moving forward.

Sometimes it can be quite fiddly managing Hubspot and integrations like Sakari.

We previously had an issue with our automated newsletter and Hubspot support helped resolve this. We were kept updated on progress every step of the way, and were delighted with the service we recieved.

Use of templates, snippets, workflow, meetings to automate processes and gain efficiency.

There is quite a steep learning curve, but once you get it, you will wonder how you coped before without it.

The overview on contacts and tasks allows the entire team to collaborate, even if they work remotely. Also, the automation of workflows is a huge efficiency tool.

Service HubSpot has been extremely helpful in streamlining our intake from MULTIPLE (and I mean multiple) customer distros. We are able to spread work out more evenly, get responses to customers quicker, and achieve a better customer experience.

There isn't a way to mark an agent as away (not in chat) so they are not assigned tickets. This means that the assignment process is still manual and takes quite a bit of time. This has already been submitted as an idea by me.

Lack of visibility into customer requests and employee workload. We (leadership team) can now see how quickly we respond to customers, how many requests our customers have, and how efficient our employees are being.

Hubspot service hub helps us keep track of our customers in one place. It is organized, easy to use, and makes it efficient for our team to collaborate while servicing clients.

There is nothing to dislike. We are big fans of Service Hub so far.

HubSpot keeps all of our customer information in one place, including any tickets that are submitted, so we can easily track and resolve them. A new team member can join our organization anytime and easily pick up on a customer, view their history and more.

I like that Hubspot has a variety of tools on the service side. Organizing and generating reports are easy and I especially liked the Conversations view makes replying to clients easy

I think one thing HubSpot can improve on is adding elements to the properties. I tackle the occasional unique tickets and I'd like to easily add elements to properties as the ticket is received for more accurate reporting.

Hubspot Service Hub is solving the disconnect between service and sales. Before our move to HubSpot, our company's sales and service process aren't optimal. Moving to HubSpot created an ecosystem that helped our processes improve.

Our company was using Zendesk to serve our clients for both ticketing and our help articles, while using HubSpot as our CRM. We are SO eager to have all of our tools in one place. We are currently migrating our help articles to HubSpot and we LOVE the easy formatting and callouts, which make important information really stand out. All information is then tied to our CRM for a very seamless experience!

The migration process has not been easy, as migrating with HubSpot's built-in Zendesk tool did not work and uploading a CSV file didn't work without a lot of help from our Junior Developer. But outside of the migration, I'm really pleased with how everything functions in HubSpot.

We needed everything in one place, as we begin to grow. So merging our CRM and our client support system just made sense. HubSpot is also really intuitive, so it outshines Zendesk there. So far, it's making us a more efficient team and once we learn how to take advantage of all of HubSpot's features, I know this will increase tenfold.

HubSpot is easily the most user-friendly CRM we have ever used. Having the ability to streamline & automate so many things has made our lives drastically easier. We have our entire team in HubSpot ranging from Business Development, Marketing, Sales, and Implementation, all the way to Account Management in HubSpot so we can easily track everything client related. The number of API integrations and the ability to be flexible and customize is also a huge bonus for us. I will also say that their account management and support is some of the best I have ever seen - they are extremely responsive and truly work with you to find a solution that will meet your expectations. As small and minor as this is, I love hubspot due to the fact that you can easily tell they value their employees. By giving their team the 'week of rest' shows how much they care about them and therefore creates loyal employees which reflects in the product and the customer experience you get.

The only real complaint I have when it comes to HubSpot is when I create a task it does not auto-trigger it to remind me, I have to manually go select to get the email reminder which is not how it was when we first started using it. With that being said their team explained it to us and I understand that not everyone wants email reminders so I am okay with having to manually select that as it saves me so much time in other areas that taking two seconds out of my day to do something like this is not the end of the world. (Although I would still love if this was a per-user setting)

I listed this in the previous question as that is the only complaint I have and the reason I am asking for a fix on it is that I manage my daily activities by setting tasks and work to clear my email inbox out every day as that is the process I have found that works for me.

The consolidation of all of our service tools into one system is extremely helpful. Plus, the integration with Jira allows us to communicate across departments to make sure we're tying product work with customer service tickets. The Knowledge Base has been exceptional as well. It saved us from having to build a new KB from scratch or continue to use a wiki. So far, the KB, integrations, workflows, and consolidation of information has been everything we need and more.

The only issue we've really had so far was with setting up the SSO for our users to access the Hubspot KB. We use a very large and popular authentication process, but we had to go through too many workarounds to get the SSO to work. I understand focusing on popular products like Okta, but it was far too difficult to get the SSO completed.

This gives us a centralized, organized place to keep up with support tickets, enhancement requests, customer onboarding, and a branded Help Center all of which benefit our customers as much as our company.

At Thrivable we use Hubspot extensively. Our marketing website is built using Hubspot. We use it to log all conversations involving external groups, whether for Sales or Marketing. And we use it for Customer Service. Since all these functions depend on Hubspot, a lot of our business dashboards and analytics also live there.

I have honestly not yet run into an area where I've felt I dislike the platform. I am sure the day will come, but it hasn't arrived yet.

In terms of Marketing, it allows us to create new website pages and landing pages without depending on precious engineering resources. In terms of Sales and Partnerships, it allows us to track conversations and make sure we are coordinated and not dropping any balls leading to lost business. In terms of Customer Support, it provides a seamless way for our users and customers to communicate with us.

My favorite part is definitely the JIRA integration. we are able to have all of our staff input tickets whenever something comes up, then our tech team is able to create and link JIRA tickets. As they move them through JIRA, we have workflows set up in HbuSpot to automatically notify our customers of the status of their tickets! It is so extremely useful to get real, immediate feedback regarding bugs/developments.

I don't have any complaints- we use the service hub for many things. It is so versatile we are able to use it in other areas of our company as well as our service area!

It automated our customer feedback regarding tickets. As soon as a service ticket is finished, customers are instantly notified and asked to rate their experience. We are able to reach out to unhappy customers sooner and ensure they are not left upset.

Tracking customer satisfaction and integrations

Reports are sometimes too complicated to build

Nothing yet.

Make calls using Hubspot to call clients and tag colleagues as well as organizing documents on the form.

Filtering information sometimes is not accurate and also sharing it. Linking HubSpot to my email helps a lot.

it helps with clients' applications and calling students.

control with tickets, allows for excellent patient management

tickrets often take a long time to generate

solves the problem of having all the patient's financial data as well as the patient's status.

Being able to manage our entire service pipeline in one place has been life-changing for our service and support team!

Nada! The tool is perfect! It is as easy to use as other HubSpot tools.

Our support ticket pipeline.

The sequences, tickets, logging in calls

The sequences need a bit of optimising, to make it easier to work with.

Monitoring your tasks, automation of sending emails through templates and sequences. This has increased my productivity and business performance overall.

User friendly and easy to navigate. Happy to use it.

None as of now. Everything seems to be working smoothly

Lead generation, we have a better view of our prospects life cycle now

Surveys by far is the best feature as it gives your business the best insights into how your customers/clients find your products and services and can help dive deeper into their understanding of you and where future improvements can come from.

When creating surveys, unable to existing contact and company fields. You have to duplicate the field in both contact and company then use workflows to copy the data across.

Currently HubSpot is solving out inherit problem of really understanding our customers and it provides a quick and easy way for out company to find out about their experience on mass.