HubSpot Service Hub Reviews & Product Details

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

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.

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.

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

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.

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

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

HubSpot Service Hub has been a phenomenal tool in building our Support & CS orgs from the ground up. The ticketing system has been helpful as we align Sales, Marketing, CS, & Support. My favorite aspects of the Service Hub have been the Knowledge Base builder and the ability to send and track NPS and other feedback surveys. Since we haven't had the budget for more dedicated CS software, Service Hub has been vital to Customer Success operations for our company.

I would like to see HubSpot enable additional tools dedicated to Customer Success operations. I would love to run analytics on accounts- especially attrition rate- and eventually be able to condense my customer health monitoring all into the HubSpot platform.

Issue tracking, internal organizational communication, understanding customer feedback, providing customers with documentation and training tools.

task reminders, the deals dashboard, the auto crm when we send emails, sales analytics, connection to xero

nothing that i can think of. only have positive things to say

keeping on track of following up new deals, task reminders are very helpful

Integrated calling. Connection to Gmail and integration with other apps.

Not a very configurable tickwt system for incoming conv.

We are using multiple email adresses and now we do not miss communication.

It is a very efficient platform for our business. Our company finds answering tickets on this platform to be easy and straightforward. We love how we can track our progress on the dashboard as well. Thank you!!

We don't really have any complaints about this product. Our team took a bit to get used to it but now everything is much more straightforward and easy to understand.

We can now merge tickets with existing tickets to create a much more user-friendly and organized platform. It's not only more beneficial to our users but to our team working here as well.

The ease of transition from another program into using Hubspot was made seamless by the information available when I needed help in making the next step in whatever I was doing at the time.

To be honest I have not found anything that I have been unhappy, frustrated or diappointed in this far, nor do I expect to.

Using Hubspot has streamlined the many elements required for my job.and being a creature of habit nthis has made things so much easier!

ServiceHub is complete accountability for our team keeping us focused on delivering customer excellence. We use to struggle with "forgotten" customers and now thanks to ServiceHub this doesn't happen.

While ServiceHub is a great ticketing and customer management tool a few more technical focused features would help us immensely. Our technicians use Hubspot daily so the ability in integrate work orders and inspection sheets to the program would help

With such a high volume of calls for service we always struggled with the forgotten customer, that one work order that would missed resulting in a disappointed customer. The simple views of ServiceHub, automated workflows and automatic reminders this problem has been solved and the customer feedback is fantastic! Acknowledging what we have done well and giving us focus on areas we can improve on.

Reliability is on top of my list. I just can find anything that I am looking for. I really like the statistics, they are clear and organized. Also Hubspot works very smoothly .

sometimes there are bugs but it's really rare for HubSpot. I can't find anything else

It helps me everyday organizing my professional activities.