HubSpot Service Hub Reviews & Product Details

I like that in the Service Feature of Hubspot I can easily keep my Tickets organized for Outages, cancelations, and repairs to follow up with my accounts efficiently.

I dislike that i am not able to associate a contact with more than one company/ account. this would be helpful for contacts that are my main over several dealership accounts.

I am able to see my last contact date on my tickets and select certain filters to work an efficient follow-up process for each of my dealership and company accounts.

The eDM function as well as reporting and lead forms which work great on landing pages and for digital advertising. I really love the list creation with detailed filters as well for precise targeting.

It could be better on a social media scheduling side of things and also the digital advertising conversion setup. I find it could be a bit more detailed and misses certain areas.

Being able to analyze leads coming in and sales, to evaluate ROI through certain channels. Also customer satisfaction through service tickets and all saved information.

Service !!! Great Platform and Excellent Service.

Nothing to dislike. I wish other Companies would be like HubSpot

CRM Issues. I think HubSpot has the best platform of all companies

I love the ability to view everyone's tickets. It is so helpful to not only collaborate with people from the same department. We actually use Hubspot for every activity in our department. It is combined with Outlook, and it is a perfect system that provides an easy way to check historical data and conversations without intrusion or effort.

It was pretty confusing at first. Also, new accounts in my company don't have a couple of valuable attributes showing by default, such as ticket ID, ticket status, etc., when they view tickets. These must be set up to show up. They are hidden away on the left pane when you click on a ticket anyway, so I think all attributes should show up by default. Fortunately, this only takes a few seconds :)

We have improved communications speed in our organization massively. Its usefulness not only increases workflow by at least 25% to 50% on most days, but it provides ease of access and mind for our engineers.

1. Voice Calling Features, 2. Automation Features, 3. Inbox, 4. Pieces of training, 5. Quality of services, 6. Contacts Features, 7. Sales Features, 8. Create My own Blogs and Articles (Knowledge Base), And Many more.

I don't think this product is having some things that I dislike, But it requires a few enhancements. 1. Like I integrated Hubspot with My Gmail but while sending Emails which is having more than 10 people in cc it could not be tracked...!! 2. Sometimes I also faced an issue after integrating Hubspot with my Gmail, While Composing Emails which is having more than 10 people in cc. My Gmail shows disconnected from the internet, but other apps are working fine at the same time.

There are so many features that I am using day to day life and are very likely to be used, 1. Call log feature is excellent, I can track all the call logs from our employees and colleagues to track activities. 2. Meeting logging feature is also very good so that I can track all the meetings with our customers from our employees and colleagues to track. 3. I can track each and every email (Provides me better visibility), Email Opens, Not replied emails, and so on.

Feature FR/EN and the possibilities to share in both languages

It sometimes takes a lot of clicks before access the section we are looking for

We were looking for a Release notes that could be shared with our clients. A template with Hubspot has been selected and it fits very well our needs.

The user-friendliness of the software makes it easy to use the product.

Since it's web browser based, it will get buggy at times.

Our waiting time on tickets we receive have gone down significantly ever since we started using HubSpot.

I love being able to search for the things I need help with and find responses that guide me through the steps to resolve my issues myself.

It could be arranged a little more neatly but the information is readily available and easily accessible.

I often consult the Service Hub when creating content or emails when I'm unsure of how to format them the way I want or perform certain automation tasks.

As a SuperAdmin to our HubSpot Account, there are a lot of unique situations that get thrown my way from our internal users. Having a resource that will help answer my questions and brainstorm ways to make the tool more effective is so valuable.

Sometimes chat is not always available. However, there is always the option to email or receive a phone call. I just prefer chat because its quick, easy, and interactive.

Most of my questions are around the capabilities of workflows or just the tool in general. Most of the time, the HubSpot chatter is able to point me in the right direction or make a suggestion based on what I need to achieve. I have even had someone make a custom video of their screen to show me how to create something. I was amazed at their level of support. Thing brings tons of benefits to me. I am able to take their fast response and then take that knowledge back to my team. That is what I appreciate most!

The tickets and the inbox features are great

I think everything is very user friendly

We are trying to make our ticket pipeline more streamlined and it makes it easier for everyone to see the problems at the same time and troublshoot together

That we can have marketing activities, sales and services ones at one place

It's not always user-friendly and the price without any discount could be a blocker.

Ticketing

We appreciate the helpful knowledge base and quick access to live agents when needed.

I wish we could easily add more knowledge bases to our account, but the one we currently use is a great tool.

Building the end-user knowledge base has been easy and customizable. The knowledge base has been a great added value to our system, saving our user and customer success team time.

I enjoy how simple and easy is to keep track tickets and respond to customers

I have no major dislikes. There are times when tickets that are closed reopen

Billing issues, package upgrades follow up for events, updating of shipping addresses

I use hubspot mainly for ticketing and support options. I appreciate how it provides context to conversations by making it easy to figure out who you're talking to and find relevant prveious information.

The inbox feels rather messy and I find myself replying to emails from the Tickets tab a lot more often. It feels a bit like a "general" bin at times, but I'm not sure what could be done to make it better. I'm ok with the ticket module as it is.

Hubspot made it easier for me to follow up on outstanding issues and communicate with customers that require technical assistance to use our software. It made my actual inbox (where those questions were previously going to) much less messy. I can reply quicker and never forget to respond.

How we can find help anytime that we need. It's self explaneid

To be honest, nothing at all. You guys are doing a great job.

We can find any information and see who talked with who and what they talked about

Ticket automation and email reminders help ensure that all client requests are addressed on time and that no tickets fall through the cracks. The Knowledge Base allows creating internal training modules and client service articles.

We wish we could disallow general emails from booking a meeting on our calendars.

1. Knowledge Base: We created Knowledge base articles for Sales and Production teams (with restricted access) and clients, as well. 2. Tickets: a. We created an automated Ticketing system for every email we receive from clients. Each email is automatically assigned to a production representative who is the 'Contact owner' for that client. The designated production representative can use the Service Ticket dashboard to move tickets through different stages of a ticket resolution pipeline made using Workflows, until the ticket is 'Closed', which removes the ticket from the Tickets dashboard. b. Onboarding: We have created a different pipeline for Onboarding clients, which generates a ticket for the production manager every time the sales team signs up a client. The production manager can assign the onboarding ticket to a team member, who then moves the ticket along the pipeline's stages until it's marked as 'Closed' using the tickets dashboard. 3. Reports: A production manager can create and access the production Ticket dashboard in Reports to see how each team member or the entire team is performing in terms of ticket management.

What I find most helpful is having access to all tools HubSpot provides in one place. In just a few clicks, I can navigate from Tickets to Dashboards and Reports or work on the company Knowledge Base. Customer service is always very helpful, fast, and uses out-of-the-box thinking to find solutions to problems that might occur.

There is nothing I can think of, all my experience with HubSpot has been positive, and I can only recommend it to other companies as well.

Benefits stem from the clear structure of HubSpot objects, which makes data quality maintenance an easy job for me.

I believe that Hubspot is the best place for service teams to really share their customer interactions with the whole team. On my team we utilize task queues to work through engaging contacts, we also log calls and emails on a given contact page, and we effectively sort our people into lists for email campaigns. The template function allows us to easily communicate with a variety of situations.

I honestly have nothing negative to say about Hubspot...if anything, the negatives only come from my company's lack of complete use, which can lead to using different technologies to do what Hubspot already can.

We've been able to automate several processes in the onboarding process when it comes to making check-in calls, integrating them into software in stages, and getting them signed up for what the first steps are. It's also been awesome getting the team coordinated on our efforts with different task queues, and having them bounce from workflow to workflow as they deepen their relationship with us has made old difficult things ten times easier.

It's a great feature and tool for those who will utilize it.

Our company has no need for this specific hub and therefore doesn't utilize it at all.

We currently aren't using the Service Hub to solve anything, but we can recognize the value of having a nice and simple support ticket management system for our clients.

Everything is in one centralized location

I dislike how many messages are filtered into the spam box

We are helping out customers quickly and with ease. Customers have felt more taken care of