HubSpot Service Hub Reviews: 4.4/5 — Solid Choice

The knowledge base is easy to set up and be linked to an automated chat bot in just a few minutes. The ticketing system is also highly customizable.

Limitations in the chat bot system can make the user experience awkward if your team doesn't have a robust live chat team. Can be difficult to customize automation through a service request ticket journey.

Creating our first customer service experience with the launch of a new tool. The system is easy to use and the automation makes it worthwhile for the lean team we're developing for.

I have used many tools in the last 10yrs, Hubspot is considered a rather easy to use full-scaled tool! Also, tons of product info and guide are available online.

reporting can be improved with more insights and allow users to focus on problem area.

rate of response and customer service

I like using the tools to create your type of flow and complete the job at hand.

I wish the app worked more like the desktop version. Possibly having different tabs and features than just sales.

I can keep things organized and block out my day to finish my job duties in an efficient and organized manner.

I love the different analytics you can get from creating different pipelines and using the feedback surveys. It really helps you truly know what is affecting your customers.

The learning curve is a bit steep, it does take a bit to make sure you are understanding the basics and then the extra ins and outs that truly make a difference. If you can work with a trainer or a partner to help you with some training and set up it will make a world of difference. If not, you can learn all of this with Hubspot academy but do make sure to plan for taking that time!

We needed a true update on customer metrics to really improve our customer service and website. It has greatly helped with this and having everything all in one system that communicates with each other is fantastic.

Their Knowledge base. There is always a material for every button

Their support response. You might have to queue for support base on your country's time zone

CRM, Setup & Onboarding Workflow Customer Engagement

The interface is pretty easy to navigate. They also had a great onboarding service that was organized and allowed us to prepare questions for the next call. I think it's pretty high up there when compared to other CRMs.

Can't mark a message as unread, so the moment you click on it, you need to make a note to return to it. It made getting back to customers really difficult and unorganized. The knowledge base was impossible to use and a waste of time. No matter how many requests we put in, there was no way to customize it to our customer's needs. We didn't even use it within our CS team because we had a better way to access that information.

We were able to see all messages in one place: Amazon Seller Central, email. However, we weren't able to access calls or social media through this portal. Performance is easily shown on HS, so I can see how many tickets I've solved versus my teammates.

I mainly use the service section for customer service. I like how clear the layout is and it looks like I can optimise it so that the reporting is more in-depth.

I wish it were clearer how best to optimise the areas I use. Hubspot can help in so many areas that I get a bit lost sometimes. Also, in the social media scheduling section, I wish you could add more than one photo for instagram.

Being able to accurately see areas that need to be investigated through ticket tags and reporting has been beneficial. It's also very efficient being able to schedule social media for all platforms in one place.

The UI is sleek and it is easy to post/edit articles. Being able to link multiple articles ensures a seamless user experience. The Chatbot integration brings with it crucial data on the customer journey.

There are limited design/format options. This makes it challenging to post visually appealing content and artices begin to look repetitive.

The number of tickets resolved through the knowledgebase has enabled the OVEX support team to focus on tickets of importance. As a result our customer service satisfaction rate has doubled.

The ease of use especially with the Kanban board. The ability to drag and drop tickets into different queues we've created. The search feature is also very handy in service tickets. The ability to search by email, title, keyword, etc. I also find that the customization of the sidebars on the tickets is helpful, although not easy to find those settings. I also appreciate the ability to make changes in KBs and it also saves those without needing to publish right away.

The options for settings are not easily located for certain things. Having a hyperlink within the area you are viewing would be helpful. If I'm working on a ticket and want to make changes to the sidebars I need to go find those settings. I feel like the settings for most things, while the look of the settings is simplistic, finding the correct location is not always easy. I'd love to see the ability to create a snippet directly from the ticket we are working. If we type something in an email response, being able to save that as a snippet would be outstanding. Automated workflows are something we are always battling. It's moving tickets or changing workflows after we already have them set. Or, we think we have them set. Reporting, while very granular is not simplistic. Ticket number is not in the ticket but is instead located in the address.

We solve customer issues with our service hub, so they vary a lot. The ease of use in moving between tickets is a benefit that I see. Writing KBs and applying anchor points is also a benefit for our team.

I like that the whole team has visibility into the various company emails our customers can reach out to. We can see who has received a response and assign emails and conversations to the appropriate users.

There are a lot of features and as a new user to the platform, it takes time to really understand how they work and how to best utilize them. Hubspot has a great help center, just takes time.

We are ensuring we are giving the best customer service by basing our actions on the data we receive from Hubspot. Updating and creating processes and finding ways to automate those processes in Hubspot.

Some reports are fancier than what you would typically find in a CRM. Shared inbox is a nice touch, could have better functionality.

Some of the filters are not 100% thought out. Conversations is a great tool, but have no business hours available to appropriately track response time. Some reports should have additional functionality.

Feedback surveys are a great tool for our business.

The migration was very seamless that we've migrated all our Knowledge Base articles from Intercom to HubSpot in no time. We loved every bit of how helpful HubSpot's support system was during the migration. The checklist which you provided was beneficial, and we completed the migration faster than we imagined.

I had some limitations concerning the customizations of the Knowledge Base templates. It would be fantastic if you could work on that part alone. Rest all is perfect. Good work, team :)

We're trying to help our customers find all the help from the Knowledge Base.

Friendly interface, snippets and templates

It could be more connected to the outside world. If I want to get an answer for the customer from someone in the company who doesn't use HB, they should be able to access the thread and reply (with limited access) Knowledge base has very limited editability - we cant even increase the font size, and its tiny. Limited functions of chat bots

Whole Customer Service, from form to live chat. Good to have everything in one place

It is easy to learn, with practice you can learn how to use it and how to manage the things you learn. Also, I like that I can organic my emails easily and fastly.

I do not like that it has some mistakes, and sometimes I can not trust completely because the tickets do not open or something like that. Also, I do not like that sometimes the webpage is not working and we have to wait a long time.

The problems are that sometimes the tickets do not open when they should, also sometimes the ticket owner changes just because. Also, the benefits I have realized are that we can share emails easily with others.

Live chat, chatbot, and ticket system was good.

When somebody reaches out to you via Live Chat it is directed to one of the employees but it only notifies the owner of the ticket, not the others. Because of that sometimes you can miss some of potential users.

It notifies you with email and gives a ticket number to every issue. You can follow up with automated emails after solving the issue.

That tickets can be related to a particular customer and assigned to the related sale/service representative. This feature allows for more control over processes in the company and helps to avoid forgetting little tasks.

The feature needs to have a more user-friendly tutorial and to be implemented throughout the platform. Overall it's excellent. Perhaps more helpful when the HubSpot account has more users.

Being in the luxury jewelry industry, we often service rings of our customers, offer resizing, repairs, custom designs. This way, I stay on top of all the events. As a customer service rep, I can make sure that all the services are provided in a timely manner.

It was easy to setup and support from hubspot was great

Reporting is very limited compared to other similar products

It has helped is Manage our customer and marketing team more efficiently

That it integrates seamlessly with our sales and marketing operations, giving us insight into the complete customer journey as well as making sure sales knows what's going on with clients they've closed.

Like most Hubspot products, the implementation is spotty at best. Features that are common in other tools are locked behind various plans for Hubspot Service, and there is no ala carte option, so you're often forced to purchase a plan that has features you don't need or will never use just to get the one feature you do.

An easy to implement customer service tool with chatbot website functionality. It has made it easier to engage our customers from a support perspective.

I enjoy how easy it is to use and set up. There's no need to know to code, therefore the team, no matter skill levels, can understand how to use properly.

I dislike how inflexible everything is - due to the Hub being so easy to understand, there is too little room for personal configuration.

We can track emails and issues and build reports to see the team's performance.

You can find most of the tools that you need to fulfill your needs.

You need many different packages to fulfill your needs.

Customer support, tracking, and integration with our website.

We love that HubSpot includes not only marketing automation, but an entire CS suite including ticketing to their Sales Nav. to help grow our sales org.

They have it nearly everything you need but lack small functionality componants that makes a big impact. For example, HS lacks time settings between emails which can damage domain authority if not micromanaged.

They've helped us remove so many software applications and bring them all into one suite.

Love the ease of use- filters and custom views are easy to create, save and share. Navigating between tickets, customer and company records is very simple. The Knowledge Base functionality in Hubspot is 5/5; this has improved our customers' ability to self-solve.

There is no ability to track or sort by SLAs, which is a significant blocker. This is a major feature that comes standard with other CRM's that I have worked with, and I was extremely shocked to find out this is not standard in Hubspot. In order to enable different levels of support tickets (high/low priority, for example) with different SLAs, we have had to do significant development in-house. There doesn't seem to be any movement by Hubspot developers, despite years of requests on the website. A frequent request from our customers is to be able to "see" the progress on their tickets, but because there is no customer login, they aren't able to. I don't actually feel like this is necessary, but if your customers are used to this functionality, you will need to be prepared.

We have found Hubspot to be very beneficial to our customers due to the automations we have built into the application; our customers tickets are routed directly to different queues, depending on a number of values. This, combined with the stellar Knowledge Base, means our customers get support quickly and accurately.

The support from the support and product team ! They're so friendly and willing to help us find solutions to our admittedly unusual usage of Hubspot at times.

I wish that the performance were better at times, as we do experience some delays with showing tickets or ticket views. There are also some reporting limitations that we'd like to be addressed. The biggest blocking point for the moment for us is the Customer Ticket Portal, and despite the beta version we're still not seeing exactly what we need.

We're able to better communicate with our customers, with the workflows in place and the reporting functionnalities, we're seeing better performance from our support team in terms of our SLA agreements. This means our customers are more satisfied, which we can clearly see in our CES survey :)

The Knowledge base has been great to help out clients to be able to get their questions answered

that i can not restrict views by just entering a password for clients

FAQ for clients and their staff have gone down since we have these videos up

Having a Service hub integrated with our CRM is highly convenient. It allows for a deeper understanding of our customers by using data across objects (companies, contacts, deals, etc.). Example: knowing what the ARR of a customer is and how often they contact Support helps to identify and classify customers based on the business need.

There are definite limitations to the platform. Two examples are the inability to create dynamic categorization for tickets (category/sub-category) and the inability to turn off company auto-association to tickets. If a company is manually assigned to a ticket, that should override what HubSpot tries to do (similar to how Hubspot Insights works).

We have an uncommon setup where we support our customers and their customers as well since they also use our software platform. We use Service Hub not only to create tickets for questions and issues but also to gain a better understanding of the pain points our customers (and their customers) experience and pass that information on to those that can act on it.

API usability, where i can read the well-organized documentation to implement solutions independently using Hubspot API

Data processing in Hubspot is slow. when i create a contact it takes 15 sec to make it searchable

We are solving customer engagement analysis with Hubspot. Recording the conversation and logging the time the call was done

I like how organized Hubstop is, it extremely easy yo read the notes

When working ticket in hubspot, the ticket and get passed to another agent.Which causes confusion at times.

The problems that I have solved with Hubspot is adding additional ticket sub status. This creates a clear barrier between the company and the customer.

I like the ticket pipeline system. It makes it very easy to keep track of the status of a ticket. Being able to click and drag tickets in the pipeline is very nice.

We have been having issues for a while with contacts associated with random companies. We have reached out multiple times, but this has not been resolved. For example, my supervisor's email is connected to one of our clients. I'm pretty sure that none of us did that. This incorrect association between contacts and companies also means that sometimes a contact will receive a chat transcript that they were not a part of, potentially revealing sensitive information. Also, it takes a while to populate a Pipeline. I have to wait a few seconds before it completely loads.

We are keeping track of the status of hundreds of tickets in a convenient manner. It is easy to go through the timeline of a ticket and view what has already been done and what the customer needs us to do next. I like the layout of the website and how easy it is to view company info while writing a ticket for them. It's also very easy to edit that information. A minor issue that I have had is that I cannot middle-click on Chats to open them in a new tab. I can middle-click on Conversations->Inbox or Service->Tickets to open them in a new tab but not "Chat" when I'm in the Conversations Inbox. This is a convenience request.

I really don't have the best liking of the system. I would say just the view of the system is nice.

There are too many steps to open a ticket and it will not allow two or more people to have the same email when it is a department email. It's not easy to navigate in the system. I would like the function of after you enter information it saves automatically.

I really don't know because I do not use all of the features of the system.

I like that your companies website and client info is very easy to access and create.

I wish that the ticketing system email threads would be clearer!

We have almost all our info and tools in one place - easy to reach.