HubSpot Service Hub Reviews: 4.4/5 — Solid Choice

In this tool, I like the live chat, workflow, etc. We can see automatically tickets from the chats. This tool helps to save a lot of time.

We are facing some issues with tickets, It doesn't reopen.

We can create many templates on this tool, This is easy to use a landing page, emailer, etc.

HubSpot allows me to start my day with the scheduled tasks that I deemed important or time-sensitive. This is customizable by myself and when running through the tasks it is simple to get to the next step. All our Clients are also in one place with all relevant history and can be broken out by emails, tasks, notes, calls, etc. Support Tickets are also a breeze, you can create pipelines and edit the properties to identify and track for analytics.

What do I dislike...I haven't found anything yet. Their Support is also a work of art and we refer to it within our company as goals!

We are solving Knowledge Base problems, as we use HubSpot to build our knowledge base from support and assign it to certain categories and tags. The benefits are endless, you can create email templates, snippets to save time for emails and chats. Seriously, its slick!

The amount of information on one ticket. you can also add notes for the next person working on the ticket

sometimes does drop and we can't access information nor email

We are helping customers with refunds, quick and easy to use. all information in one place

Creating a Knowldge base trough Hubspot was very easy and intuitive. Subtitle that offers a short answer to your question is such a clever idea to help your clients find answers and it also helps search engines, which is very useful. Categories and subcategories are also helpful and allows you to better understand which topics are connected while creating your knowledge base. Adding icons to your categories makes user experience better and makes the page personalized.

I don't like the fact that you cannot just delete a category if there are still articles inside, and that the category only shows up when there is an article inside. I understand why is that, since every article needs a category, but sometimes you just want to see all categories laid out on your screen, even though you don't have articles ready for each one.

HubSpot Service Hub helped me set up a knowledge base. At first I thought that it was just going to be a page for clients to find the answers they need, but soon after our team started using it aswell, so our service became more standardized.

The ability to assign the ticket to a team and at the same time keep the ticket owner unchanged. The ability to view tickets according to their status in columns. The ability to create a custom view and get back to general view in just one click.

Indeed, reporting takes a few minutes to reflect what we have done. So I need to wait if there is any change on tickets. It is just this point that I have in my mind.

We handle tickets quickly, increasing customer satisfaction by replying to customers once we receive a ticket. Ticket automation and getting notifications sent to team members for each action on their tickets.

We love the option for an automatic feedback survey

I don't have any particular reason, all good so far

easy-to-use CRM software

Auto Task creation and reminder Email Template Customer support is helpful. David went over and beyond, he knows what hes doing and gave an answer immediately.

non so far, everything is okay. will feedback if encounter a problem

Pricing, and David is so helpful

Without dragging here and there, all the options are easily available on the screen. More options/categories are available Report fetching is much easy

Creating template is sometime a challenge here

We've every detail of the customer on the same screen Communication with customer is pretty simple.

That there are many business tools to keep you and your team organized and it is an easy space with lots of support and training to keep on task and learning.

There are inbox features such as star or mark an email important that is missing.

Our customer flow and support with the use of the conversations and tickets help to keep us organized and knowledgeable.

The capabilities HubSpot has for our business. We use it for nearly everything and are already migrating off other systems to utilize Hubspot for them.

Learning curve of navigation but once you learn it's amazing.

E-mail organization, saving tech resources by not having to build out our own services (live chat, etc.)

Simple...easy to use. Great. So much better than Salesforce

Not much...Hubspot could be cheaper, but it's still cheaper than alternatives

Deal tracking. Service request assignment

The knowledge base is simple editing and publishing and its integration into our website.

The design of the web is old fashion. I would love to see more colors.

Organize and manage the customer's information, communication, and deals.

All in one view of customers, support tickets, invoices and activities.

Flexibility of exporting fields/reports and lack of integration with Microsoft DevOps.

Support ticketing including escalations with other departments to resolve issues quickly and efficiently.

I like the integration between different contact types in a way that is accessible from any screen you're in.

I dislike the search feature - it rarely pulls up exactly what I'm look for or related information.

I solve customer issues mostly. I am able to leave service notes and transfer contacts to team members easily.

The CRM allows my team to use less emails, phone calls and messages to find answers among customers. It is easy to search - much easier than Outlook and the update speed is phenomenal.

The automation can get a little tricky without extensive training. It is easy to get lost in what you are trying to build and if you haven't gone through Onboarding can get very confusing.

One stop answers for our customers. More transparent vision into our customer accounts between CS and Sales. Allowing employees to be out of office with little disruption to the value stream

I love that everything is all in one place and that I dont have to use multiple platforms!

I cant pinpoint a dislike! There really isn't much that I would change!

Having to use multiple platforms whereas everything is all in one place in hubspot!

I love how simple and speedy we can update the status of a ticket.

I wish the knowledge base was more customisable.

We use this to matchmake customers with a network of Mentors and this process has been simplified largely by the ticket pipelines.

If you are trying to improve your company's customer service profile, then HubSpot Service Hub is a great place to start. The knowledge base and feedback survey tools are very organized and easy to use!

Nothing to note! The tools HubSpot has built are amazing and will help you go above and beyond for your customers.

We are a small company with only a few customer service agents. The knowledge base helps us mitigate the call/email/chat volume so we can focus on growing our business.

I like the chat feature to communicate with the support team. They always offer quick and in-depth responses. Not only do they provide answers to your questions but complete solutions, including building workflows, forms, and examples for me.

I don't have any dislikes necessarily - the only downside is when chat is offline, which is very rare.

For us, we use a lot of the features in HubSpot and are learning new features all of the time. We have utilized the support team to assist us in exploring the features and troubleshooting our existing setup.

The automation and ease of implementing quantitative metrics around ticketing, knowledgebase, etc. Hubspot makes it clear how to support my customers and scale my support team.

I find the number of templates for knowledge base articles limited. Ideally, I would like a knowledge base that resembled Hubspot's, with the ability to create dynamic tables of contents.

Before Hubspot, we just used a dedicated support email address. Nothing was really tracked, and support team members often weren't sure whether someone else had already resolved a customer's problem. With hubspot, now it's clear exactly what needs to be done, who's doing it, and how well it's been done. With CSATs implemented, we can understand clearly how our customers value our service.

Hubspot is the best Customer Relationship Management System I've ever known. Being in the industry for years, its features are remarkable. Its customer service function is my favorite feature of Hubspot. The timely and equal assignment of email to numerous team members makes our work efficient and effective. It helps us to focus on all of our emails and to make sure everything is organize. The Templates and Snippets also makes us reply in a faster way. The Tickets functions also helps us know if all of our emails are answered and resolved.

As of now, I don't see anything that I don't like in Hubspot. Everything is working great.

Hubspot is efficient and effective CRM. I did not encounter any problem with Hubspot and the price we pay is worth it. The Analytics Report makes us see how productive we are in solving our clients problems and answering their inquiries.

Hubspot is the perfect CRM in my opinion. Not only is the staff incredible, but the product they offer cannot be compared. Creating a seamless experience for your staff & your customers is a breeze, but to top it off, everything is completely customizable to fit your business perfect. I can't rave about them enough; this is the best decision our business has made.

There isn't much to dislike to be transparent. Probably the only thing I would change is a reduced price. While the product is worth it, it can make it a large expense for a smaller business to take on. Which is a shame, because it is such an amazing thing to have in your arsenal.

Where to begin!? Not only is our record-keeping one trillion times better, but automated nearly everything we do has helped us work smarter & reduce errors. We can communicate with our team & our customers in a more efficient way & improve our customers experience from beginning to end like never before.

HubSpot's live chat messenger, shared inbox, and fantastic Knowledge Base builder makes delivering a great CX easy. The automation via workflows is also invaluable as it saves our team precious time when scheduling meetings and delivering emails (followups and surveys, etc)

There are no downsides as of yet! We're still building out everything that we need and want to allow us to deliver what our customers are asking for - timely and helpful customer support—both preemptive and retroactive.

The platform we used previously had very limited knowledge base building tools and no ticketing system. Both of these issues have been solved by HubSpot and are much more powerful than we'd originally realized.

The HubSpot Knowledge Base Software is an incredible tool for organizing documentation and is effective in eliminating time spent on back-and-forth conversations. There are several useful tools for customization, measuring the impact of the page content, and facilitating in allowing our client service team to spend less time hunting down answers to questions while troubleshooting tickets through our 3 channels of communication.

Nothing was disliked great software and would highly recommend it.

The problem solved is communication and access to information allowing our client service representatives to do their job effectively. The Knowledge-Based Software allows for our support channels to be streamlined adding benefits to efficiency and customer relations.

The NPS survey is what I liked the most! The bucketed responses based on the number scale are way better than guessing which ones are detractors, etc.

I felt like the custom survey feature lacks more "freedom" in basically customizing the survey that one wants. I think adding some more customization elements would give users the freedom that they want in terms of customizing their surveys (Like in the NPS survey, there's a recurring survey send feature that's not in the custom survey)

We love to see our clients give us constructive feedback through the Service Hub, which in the CSAT surveys it seems to have taken effect (Responses went up 10x our previous rate)! We'd love to see the same result (and more!) in the upcoming NPS surveys that we'll launch

I enjoy the Knowledge Base resource because we can write and edit Q&A quickly and easily. Then, we can organize them into categories in a way that makes more sense to our users and customize the template even without a designer to help us.

We should be able to change the text question in the placeholder of the search field. That's the feature I miss the most in the Knowledge Base, so we could customize it even better.

With the Knowledge Base we are giving our customers valuable information, saving time of our operators while helping our customers solve their problems without human interaction.

HubSpot's Service hub is a mind-blowing tool. The best part about HubSpot is how easy it is to use the amazing features. Literally, everything one wishes to achieve with HubSpot can actually be done. That is the level of planning the team has worked through.

At times, when one's slightly stuck with something, immediate assistance would be of great help. However, the chat seems to disabled at times and a response 24 hours later, via email, might not be the best option. Nevertheless, their support team is also excellent!

Currently, we're using the Knowledge Base to address customer queries, proactively. We're also using different workflows to ensure we're on track with all queries and use the Ticketing software to handle user requests more efficiently.

HubSpot Service Hub has made such a large impact on our company that I truly don't know what we did without it. It has everything we need and more! The automation saves so much time and is crucial to our company's growth. HubSpot makes communication with clients and coworkers a breeze and keeps everyone in the company organized and on the same page. Customer service is excellent and is able to answer any question I may have!

Honestly there isn't anything I dislike about HubSpot! The few features that I would look for in the software have already been suggested in the HubSpot community and seem to be in the works.

There are a lot of moving parts in our company and everyone's hands are in everything, so having this software be such a central part of our operation is amazing. I really like the Knowledgebase that HubSpot has built for FAQ's and if the answer isn't there, their customer support is always helpful and has always been great with helping me solve problems.

Hubspot has been adding features and capes over the years. I originally just used them because they were the best free place to dump our Salesforce data when we left them for operational and cost-saving reasons. At that time, Hubspot was good for free. Now, it's great for free, offering you a wide cross-section of role capabilities all in one spot, for free. Did I mention the free part?

At the free level, it's hard to complain. I originally complained here because you could only create a contact that was associated with an email, so if you didn't have a person's email, it was hard to make them a contact. Now this problem is done away with, and you can add a contact without that info and add later.

I use it for reaching out to contacts using templates so they get the same, formatted information quickly (for me). I use it to know when contacts have opened emails I've sent. They have a decent Outlook add-on that can keep track of email opens when you send from Outlook and even add a contact you email from Outlook if you don't already have them in Hubspot

I am responsible for Ticket management, communication with our users. I find good reports, dashboards. Also use knowledg base.

I would not say dislike, but report creation is still a little bit tricky part for me.

easy to commnicate with users, administer the tickets and customer,everything in one place, including Knowledge base