Unclaimed: Are you working at HubSpot Service Hub?
HubSpot Service Hub Reviews: 4.4/5 — Solid Choice
Hubspot, a giant in the digital marketing category, offers a wide range of software solutions with comprehensive free tools. This makes expanding your toolkit across sales, operations, marketing, etc., very easy. Its CRM system is at the heart of HubSpot’s offering. The platform makes it an excellent option for managing customers and progressing them through your funnel. As a result, Hubspot’s Service Hub’s an incredible range of features, including team management tools available via higher plans and real-time reporting.
| Capabilities |
AI
API
|
|---|---|
| Segment |
Small Business
Mid Market
Enterprise
|
| Deployment | Cloud / SaaS / Web-Based, Mobile Android, Mobile iPad, Mobile iPhone |
| Support | 24/7 (Live rep), Chat, Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support |
| Training | Documentation |
| Languages | English |
HubSpot Service Hub Pros and Cons
- Extendable with a range of other Hubspot tools, many of which are free, including a CRM, as well as operations, marketing, and sales features.
- Hubspot focuses on CRM integration to produce great customer insights.
- You get access to powerful analytics.
- There’s a steep learning curve.
- The complex pricing tiers are challenging to navigate.
Compare HubSpot Service Hub with other popular tools in the same category.
I love having CRM, Marketing ticketing all combined into one system.
Tickets are not available on the mobile app. there is no way to respond to emails via the mobile app because the Gmail add-in is outdated and does not support the mobile version of Gmail, and tickets do not exist on the HubSpot mobile app. For me, this is a huge deal. there is no easy way to reply to emails and have them log back to the ticket via a mobile phone. This is a horrible oversight in what could be a very good software solution. The ability to merge tickets is difficult as they must be done one at a time starting with the ticket that you want to keep. Unfortunately, you don't realize you need to merge one until you get a new one, which requires you to navigate out of that window, find the first ticket, and then merge it. If you have multiple tickets to merge you better grab a cup of coffee. No conditional logic fields, automation features are non-existent unless you upgrade to the pro level at a cost
universal solution for CRM website, marketing, forms, meetings and support
I found that the system was easy to use. The ticket system and conversations tab were very easy to navigate.
I couldn't get the data I needed to improve my department and there were basic functions that should have been no brainers that were not available. Functions like business hours, time stamps (that are not date stamps), setting holiday hours, better integrations with a phone system to capture phone data in a ticket, and fine tuning properties to capture what they actually are supposed to.
Hubspot is our main ticket platform for our software. Any user who contacts our support department goes through a Hubspot channel. Having all our support channels in place was a great asset. Although I would consider limiting our channels even more because of the performance of some of the Hubspot provided interfaces.
The CRM function and custom fields are great to stay in touch with our customer and to track most recent actions. Also, the options to manage all contact information are pretty useful.
I don't like that every user has its own settings, there should be an option to set some defaults coming from the server. Emails are automatically assigned to various other entities. Emails are repeating in tickets, somehow stacked very weird.
We had to get rid of a self developed customer support tool and started using tickets.
I did not find anything good compared to other softwares for Customer Service
No space to write emails or to read them while writing. The window is way too small and cannot be moved on the screen! Not possible to write more emails (as drafts) at once! Full of unuseful features about customers' details that nobody uses Need to clean up the ergonomics of the interface Conversations in WhatsApp close in 24 h? How so? Historic conversations not easy to find
Really giving more problems than solutions by now. Consider it! It is clearly created by somebody that does Not work in Customer Service
Easy to configure. Very helpfull staff during sales process.
Not very user friendly. When you try to cancel the subscription they do not reply any more
Itended to use for our support ticket system, live chat and onboarding follow ups. Very difficult to keep track of cases. Thread get mixed in the system! Business performance has gotten worse and we will swap with another system asap.
Hubspot allows me to easily create filers to display in what order i want the fields in tickets i own.
The main feature I used in salesforce before moving to hubspot was flags. This would alert me immeadiatly that customer has sent a communication to the ticket and I can respond in a timely manner. We have this feature in hubspot but it is not reliable. I have too many tickets and get new P1 tickets everyday so its not effective for me to open every single ticket to see if a customer is waiting for an answer,update . We also had an infinite loop in ticket creation when a customer added their ticketing triggered email address to a hubspot email chain. It had something to due with the ID tags getting stripped off, but the result was 100's of new tickets created for us and the customer as 2 automations wewre repsonding to each other. Our local hubspot team reached out to hubspot support and got back the answer " there is nothing we can do regarding this issue". Our IT team had to block the customers ticket triggering email address.
don't know
The quick responses either through live chat or email. I can send the issue I'm facing and will either get the explanation or get a link with the proper information.
The biggest downside (at least for my coworkers) is the lacking of Dutch support. Causing it to be all shoved to one person (me). If we would have no one speaking English it could have resulted in an issue.
The gathering of customer data in a compact matter, where it is really easy to create workflows and automate for marketing and other purposes.
Non I can find at the moment, they really need to improve
Basic features that should be out-of-box (and competitors providing them) are either nonexisting, providing poor end-user experience, or you realize you need to pay more for the service (which makes it an entirely not cost-effective solution). It seems to me that they try so hard to release new features without forgetting it should have a basic, must-have functionality
It just cost me additional problems because it forced me to find workarounds from other service providers to facilitate a sensible service flow. I still didn't solve every problem I faced using their service.
Ease of use. ability to combine HUGE amounts of information. Ability to make notes in the back ground.
Things are wonky. Sometimes HS doesn't record the email sent from within. Sometimes it crashes. Certainly the biggest pain is the last of ticket # reference in the tix generated - should be auto post in to the subject line or somewhere.
Tremendous information is processed in HS. They do a great job at collating information.
It tracks tickets well, customizable dashboards and summary pages allow for a quick overview of where I am at and where my team is at.
There is no proper customer portal where a customer can view their tickets, open or closed. The only way they can track tickets is via email.
How to track tickets and statuses. HubSpot is a good enough tool if you are not looking for the bare minimum.
Within the Service Hub it is useful to be able to make "pipelines" to sort tickets and pretty easily create a specific view to sort tickets. Also, the ability to set reminder "tasks" within a service ticket is very nice--that way I can set a reminder to check in on an issue without having to leave 30 tickets open.
HubSpot does not refresh quickly enough for a full team of people to work out of the Service Hub. Unless you verbally check with your co-workers if they are already working on a ticket, we have several people working the same ticket because they did not see someone had already put that ticket into their name. It is essential for a service center to have real-time information to work with.
There are reporting tools within HubSpot that were not an option with previous system.
In general, I like Hubspot - marketing emails work great and I'm pleased with the flexible workflows. Which is why I was happy to add Service Hub when we had a need to start surveying our clients - I thought it would be useful to have everything in one tool.
I have never dealt with a more inflexible, restrictive, limited survey interface. The system makes it incredibly difficult to survey the people you want to survey - you can't select a list and you can't just select a URL, you need to make a whole lot of complex "triggers" to determine who gets your surveys. It's been extremely stressful and difficult to navigate. Spare yourself the pain and go with SurveyMonkey if you are trying to do anything remotely complex with feedback surveys. Do not recommend!
We were surveying clients using their NPS surveys primarily. We've received some good surveys but it's been way more trouble than its worth to navigate this tool.
