HubSpot Service Hub Reviews: 4.4/5 — Solid Choice

The ease of use is huge! I love how easy it is to provide great support to our customers through the inbox and knowledge center. Hubspot is a huge part of our business and teams across the board, but my team uses it daily!

Nothing really comes to mind. Everything is pretty self-explanatory and has the features we're looking for.

We need a way to provide hands-on email support to our customers and the inbox helps us accomplish this with ease as it ties all of the company information into one place letting us all see what's going at a high-level.

I like most that it is organized and user friendly

I don't like how sometimes during chats, it can take 5-10 minutes to see a response from someone. I can see the thumbnail in the preview of the chat on the left hand side but not the actual response.

They are solving most issues that I bring to them. Especially chats not popping up in a fair amount of time. I can only see the preview on the left section but not in the actual chat.

This product is extremely easy to use, and creating workflows to make your day-to-day easier makes a world of differenece.

I have yet to come across something that I dislike.

None at the moment. We are using it for Feedback from our customers.

it is a smooth platform to use. Everything is right at the fingertips to find and making changes to the current process' are easy to do.

I would like a dark mode. I find the screen quite bright and having dark mode helps me stay focused throughout my work day

It keeps all of our client info in 1 spot and allows us to track all of our feature requests to see trends and potential pain points with our customers

The HubSpot Service Hub allows all departments to have access to what is going on within the organization. Sales, Client Success, Service Delivery, and the Product team all have access to the customers in our database, as well as any project updates, integrations, and more. It allows us to more easily see how things are going on an operational level, as well as with a more granular view on an account level. The automation has made our workflows nearly seamless.

There are a few tweaks I would make in regard to fields that may or may not be editible. I have found sometimes I need to flip back and forth between a company record and a task to get all of the information I need, which can be frustrating. We are in the process of building out a variety of dashboards to help with specific views and data we'd like to see in one place, so this is very helpful.

We are a fully remote team, and so being able to keep everyone accountable as well as informed has been a game changer. The automations and workflows we have been able to build in HubSpot is the most advanced I have ever seen. We have been able to almostly completely move away from spreadsheets and manual data entry, so our information is more accurate and timely.

We have been using it for ticket support and sequences a lot. It saves so much time and we can easily keep track of everything. We also use surveys and have been collecting information we didn't have before. We now have accurate reports of the overall customer support experience and know the areas we need to improve.

Contact selection and actualization have been a pain. We have over 40 contacts per company and different departments that work with each. Our main issue has been separating and updating these contacts per department so we can create different sequences. It often seems to be all of nothing when it comes to contacts.

We wanted to improve our overall customer experience, so with the conversational support and the way we can classify the tickets and create reports, we have been able to build words and focus on the areas of our customer service and our product that we need to change.

Ease of use and quick respopnse from support staff. Lots of training and materials to make it easy to use!

The cost breakdown and modular charges for each module in HubSpot

Customer Support and Sales Engagement

Makes it very easy for me to stay organized with my daily tasks. Very simple to navigate and the search feature makes everything quickly accessible. It has made it very easy for our support and sales teams to keep eachother up to date on both existing client accounts and new deals in the pipeline.

Not having the ablility to save multiple email signatures. For example, if i'm emailing a client from inside their company profile it will only populate my personal email signature even if i am sending the email from our support address. The only way to get the Support signature is to generate the email out of the conversation inbox. It would be nice if the signature was pulled into an email based on the "FROM" box in the email so when i select support it puts the support signature and when i select my personal inbox it puts my personal signature.

We are no longer duplicating efforts when dealing with a customer inquiry via a shared email inbox. We used to work out of Outlook so there was no way to know who was working which email request. Hubspot allows us to assign emails in the conversation inbox so we know exactly who is working on what. It also allows our staff to take days off without stressing about customer followup. As long as they leave notes on the conversation in the inbox someone will follow up on their behalf when they are away from the office. It has also streamlined the way we pass customers over to our sales team. We can now turn the logging of a simple phone call into a lead on the sales pipelines.

The ease of use and how easy it is to teach others how to use it.

Sometimes the surveys can be inconvenient to maneuver.

Being able to help customers faster and being able to give helpful resources to internal staff.

Fast and easy to use, is tailored to the user's needs

sometimes crashes and sometimes it can be slow

We manage internal company incidents, and guarantee a good service to complete efficient deliveries to our customers.

It’s a powerful all-in-one business solution with hubs and tickets to control about sales, marketing, and customer service

Some errors in e-mail survey control, but the support team always help

Everything I need in one place. Connects simultaneously with the other programs used, such as calling software, customer surveys, task to do and internal intercommunication, tracking functionalities, and others.

Integrates all company needs and easy way to keep track of customers for everyone to have access.

Sometimes it's hard to learn new features/integrations.

Customer updates. All team members can track meetings, updates, email all in the same place. FAQ and support. Knowledge base and support inbox

Easy to use and customize for our purposes

Some features like tagging aren't yet available

Centralized communication tracking. Making cross functional work much easier

Their ticket organization for following up on inquiries, along with their exceptional customer service, helps users maximize the tool's potential.

No dislikes; it efficiently gets the job done.

Tracking the number of customer inquiries.

It's very user friendly specially customization options are amazing. Simple yet effective. Customer support team team is very good and integration part is very easy

The ticket form submission email is sent as a marketing email that is bit odd it should be in service hub to avoid the situation where contact needs to be a marketing contact to send email with work flow

We were facing issues in customer support. We were looking for a platform for ticket management and customer portal.

HubSpot is extremely user friendly and very easy to navigate. Their customer service is very responsive and quick.

There isn't anything that I dislike about Hubspot

Hubspot makes it very easy to store and use our data and the tasks feature is very helpful

We use tickets for our support team. It has been seamless. The set up was easy. The team learned it very well. We create many tickets per day and the entire team has mentioned how easily it was to integrate to their previous method.

The only downside is we didn't set up with Ring Central yet. We may do that to make the process even faster.

It was impossible to track conversations with our clients and support. Now, everything is all in one place and we can see who has called in and received help from support at a monents notice.

UX it is easy to use and the knowledge library provides awesome resources.

Lack of 1:1 customer support. Sometimes getting an answer or implementing something new takes longer than we'd like because scheduling time to meet with HubSpot CSM is not easy.

Helping us track the lifecycle of our clients.

What I like the best is the fact that it's so easy to view and go through tickets.

I don't really find any downsides... Just maybe when pasting inside an email; it always copies the original formatting but we usually want to keep the destination formatting.

We are able to reply promptly to our consumers' inquiries.

The practicality of it. I like how you can see what mails are unassigned and what needs your attention.

the layout can be confusing at times but it is a great platform

Nothing

Toda la información está centralizada, toda la información de los usuarios en un solo lugar, además puedo realizar llamadas, programar reuniones, etc. Todo en un mismo lugar

El responsive no me parece tan amigable y fácil de utilizar, la app puede tener más funciones que sean de utilidad para todos los que la utilizamos. No se me ocurre nada más.

Puedo tener un chat en vivo así como manejar varios pipelines de acuerdo a la ubicación geográfica de los usuarios, crear campañas, automatizar procesos, ver reportes, etc

My team used to use Outlook as our group inbox solution, and have recently switched to Conversations Inbox and Tickets in Hubspot. This has been a huge help for our organization as the way to track what team members are working on is significantly better than Outlook, but it has the added benefit of being our entire CRM for the context of each ticket, which we don't have if we were to use a separate ticketing system.

There are a couple ways in which the CRM aspect of Hubspot and the ticketing aspect of Hubspot don't seem to interact, for example being able to assign conversations immediately based on contact and company records, or the ability to have manual views that aren't purely based on conversation properties.

Hubspot's service hub has helped our teams work more efficiently by more clearly identfying who is working on what and not having to work out of two systems for CRM and client context and ticketing closure.

It is super easy to use and easy to onboard new service team members.

I actually don't have any complaints about Service Hub! I love it!

HubSpot Service Hub allows us to set up an easy service portal for customers.

Connect with another systems, allowing proactivity and

I dont like costs involved. I dont like suport fo training teams and when a cant connections

Eu acho que deveria ser mais acessivel e os treinamentos mais faceis

The ability to have a one stop shop from the sales process

Still need some training. We purchased the full suite so post implentation we still have some needs.

It is allowing us to optimize our chat to generate more leads.

It integrates extremely well with everything we are trying to achieve and making changes is easy.

There are no down sides to using Service Hub.

It helps us track and time our engineering tickets and ensure they are being addressed in a timely manner.

Fast and easy use, integrates seamlessly with Hubspot CRM

There is no app for your cell phone. It would be better if you could submit a ticket from your phone.

I was losing track of open customer issues. I now have a dashboard that shows me open tickets, and now I can't lose visibility of open problems. I'm can also check for issues seen across multiple customers.

HubSpot has been a game changer for us. It has allowed us to be more efficietnly and more effective externally. Our Customers are kept more informed and weare able to measure, track and analyase how effective our responses to their needs are.

UI could be a little bit sleaker. Otherwise, not much else to report as "disliking"

Constent communcation with customers and managing of support ticket workflows.

Service hub helps eliminate friction with customers!

The ticket time tracking is not allways relevant

When leads have issues with their services they create a ticket and we help resolve the system

Service Hub is both very user friendly and extremely customizable. We've been able to use this tool for our unique use case of assisting students through their academic enrollment journey.

One of the biggest limitations we've found with Service Hub is the limited capability of ticket workflows. We have had to develop some workarounds with contact properties and workflows to achieve some of the things that we need to do.

HubSpot Service Hub helps us more efficiently track and assist students through their academic enrollment journey with us. Our student-facing teams have been able to serve more students as a result of the efficiencies created from automating this process.