HubSpot Service Hub reviews

Hubspot Service Hub

Opmerkingen: Overall, Service Hub has been a pleasantly surprising experience.

Pluspunten:

We were already using the CRM features of Hubspot and liked the idea of combining with our service desk. We automatically create tickets from chats, which makes dropping the ball on tickets harder to do. The knowledge base is flexible, and the layout templates allowed us to get on-brand.

Minpunten:

I'd love to see an OAuth option in the future to put our knowledge base behind a login.

Eerder overwogen alternatieven: Jira, Drift en Intercom

Redenen om voor HubSpot Service Hub te kiezen: Integration with our Hubspot CRM.

Overgestapt van: Drift

Redenen om over te stappen op HubSpot Service Hub: Single platform for sales and service teams. Enjoyed the look and feel of the knowledge base more. The quick insights seemed to be spot on to how we want to measure Knowledge Base success.

The best CRM product we used.

Opmerkingen: I like how the product organization allows the attachment of offers. This keeps the record clean. I appreciate the possibility that everyone can see the ticketing area as well, instead of keeping it isolated to one person. The ticketing system is excellent, allowing me to prioritize and manage customer requests efficiently. The chatbot functionality is also useful – I can customize it to suit my business needs. Integration with other Hubspot tools like email makes it a pretty complete solution. Overall easy to use, has the features we needed, and most importantly is easy to customize to enable solid reporting.

Pluspunten:

I love using ServiceHub to support my clients because it allows us to see the service at all levels: grainy and in the weeds as we work on each ticket for the client, then also at high altitude. 30,000 feet as we collect reports of the overall support experience. Of our customers. Additional features like feedback surveys are essential for measuring business success. I use Hubspot to manage requests and communicate via chatbots and I am very impressed with the platform. The interface is intuitive and user-friendly, making it easy to navigate and get things done quickly.

Minpunten:

Frustrated when there is only one ticket holder or it is difficult to assign collaborators. Sometimes some people have to work on several projects and it is difficult to know who is doing what.

HubSpot Service Hub is not a mature product - Stay away if you can

Opmerkingen: I am extremely disappointed.

Pluspunten:

I like that it is connected with the CRM (which we use for sales and martketing). This is the main reason why we looked into it in the first place.

Minpunten:

The Customer Portal that my customers see is very poor quality compared to similar tools. The interface is not customizable at all. You cannot even let the customer see in the overview of the tickets who is servicing his/her requests. I have found multiple bugs and I was told "We know. We do not have a timeline to fix this". Customers cannot even embed a picture in a message. The list could go on and on.

Eerder overwogen alternatieven: Freshdesk, JIRA Service Management en Zendesk Suite

Redenen om over te stappen op HubSpot Service Hub: I chose HubSpot because we already use it for the CRM (sales and marketing) and because I was told that I could get most of what I wanted by the HubSpot partner that I contracted for the customization. I prepared a detailed spec of what I wanted. The partner was nice and competent, but he just did not know and promised things he should not have.

Hubspot helps us manage and resolve tickets

Opmerkingen: It's fantastic that you can add tickets and information from other parts of the site. It's got straightforward menus and a plethora of straightforward reports. The ability to create distinct permission tiers is another feature I appreciate.

Pluspunten:

I find it helpful that we have dashboards to track the outcomes of our efforts, both individually and collectively. Integration inside an organization is facilitated by the system's compatibility with other programs.

Minpunten:

It can be time-consuming for Hubspot data to be imported into other programs. There are several nice to use dashboards, but they can be slow to load.

Great software for tracking sales and tickets

Opmerkingen: HubSpot makes it simple to monitor key performance indicators, create actionable processes and surveys, and aggregate the results in a well-organized dashboard. This allows you to see where you excel and where you need more work.

Pluspunten:

Using HubSpot's Service Hub is simple and straightforward. Numerous FAQ-answering video guides are available. These undoubtedly cut down on the amount of time spent communicating with support staff. However, the help desk is top-notch and always available. They're better than I could have hoped for.

Minpunten:

As the size of your team grows, you'll need to buy more seats to keep everyone on the same platform. It would be fantastic if purchasing the platform didn't restrict you to a specific amount of seats.

Overall system for managing your customers that keeps constantly improving

Opmerkingen: We started using Hubspot Service Hub overall when Hubspot presented their Chat feature. We have seen many improvements and new features have been implemented throughout the year so I'm positive it will become even greater tool in the future. Would recommend.

Pluspunten:

Hubspot works well as an overall system for Customer Service. Chat, Help Center and Customer surveys are easily modifiable and there's constantly new features presented.

Minpunten:

The Hubspot chat is still relatively new service and is missing some elements which would be beneficial in professional use(such as possibility to delete messages, the search function within chat is not always as user friendly as expected.)

Easy to keep track of issues, create surveys, automations

Opmerkingen: I've been working with Hubspot along with the rest of my team for 4 months and it's only getting better. There is a LOT to explore and it's so easy to have everything working together.

Pluspunten:

Working with hubspot has made managing our customers much more easy. I have the ability to create surveys and see which users a replying, create automated messages, tag team members in tickets and more.

Minpunten:

The ticketing feature is not as advanced as other services but it makes it easy when all contacts are in the hubspot CRM

Eerder overwogen alternatieven: SugarCRM

Redenen om voor HubSpot Service Hub te kiezen: Hubspot allowed us to keep all users in the crm and do a lot more all in one place

Overgestapt van: Freshdesk

Redenen om over te stappen op HubSpot Service Hub: ease of use

The new support

Pluspunten:

Easy to use Implementing new functions constantly Great support Good SW integration

Minpunten:

Mobile app not complete with all modules The ticket system is new and will need some developments

Eerder overwogen alternatieven: Help Desk Migration

Redenen om voor HubSpot Service Hub te kiezen: User interface and experience

Redenen om over te stappen op HubSpot Service Hub: We had the marketing and we wanted a complete product

Great support tools for small to mid-market companies

Opmerkingen: Service Hub has been fantastic as a ticketing, customer feedback and chat tool. The integration with the rest of HubSpot ensures that I have the latest data on my customers when they are communicating with us.

Pluspunten:

Ease of use. Cost. Setup time is quick. The integration with the rest of HubSpot is one of it's biggest values. Many of the functions in Service Hub also mirror other functionality in HubSpot, so Ididn't have to learn how to use a separate suite of tools.

Minpunten:

Inability for customers to view all of their outstanding tickets. I'd like to offer the same system that Hubspot uses to my clients with a support inbox of sorts.

Eerder overwogen alternatieven: Zendesk Suite

Redenen om over te stappen op HubSpot Service Hub: Integration with the rest of HubSpot. Ease of use. Cost. Automation features.

HubSpot REview

Opmerkingen: was a great experience and I would like to know more

Pluspunten:

I was only a user with this software but it was easy to use.

Minpunten:

I did not ever get to be an admin with this

Good, but prefer more value

Opmerkingen: The customer service was a bit confused at rimes and got more of the big company feel rather than the we respond quickly and actually care feeling that I get from current provider.

Pluspunten:

The integrations of Hubspot are unmatched, big reason the charge big is those ecosystem integrations.

Minpunten:

The simplicity/interface is nothing special to me. Pretty standard UI/UX. The cost for what you get is discouraging to me. It becomes quite expensive once you are off start up plan.

Eerder overwogen alternatieven: Zendesk Suite

Redenen om over te stappen op HubSpot Service Hub: Seemed cleaner and easier to use, but became too expensive and started shopping for new option in Freshdesk.

Easy and intuitive + awesome customer support!

Pluspunten:

Ability to see all information on our customers in one place, ease of use, self-service knowledge base articles, online academy courses, and customer support.

Minpunten:

The Service Hub is a newer product they offer and the functionality of the product is limited. However, I have no double it will evolve over time. It still works for us, but I look forward to more advanced options in the future.

AMAZING!!!!!!

Opmerkingen: Our team loves using Hubspot because there are so many unique features and reports that make our lives so much easier!

Pluspunten:

Hubspot is very responsive and provides excellent customer service! Whenever there is a bug or issue it is addressed immediately. Our company loves using hubspot for many reasons but mostly how user friendly it is and easy to navigate!

Minpunten:

It would be helpful to have a form to fill out when we have suggestions/requests for feature updates/improvements!

HubSpot Knowledgebase - Really easy to set up and manage

Pluspunten:

The HubSpot knowledgebase was really quite easy to set up from scratch. Having not set one up before the online prompts helped me get this up and running quite quickly. Clean lines and not over complicated to manage.

Minpunten:

It doesn't allow a visitor to leave feedback if they found an article unhelpful. It would be great if it had a up-vote tool attached.

Ticketing

Opmerkingen: Overall, the ticketing in the service hub is what i would like to acknowledge. This is very time savvy, and helps coordinate the workload of the team. It is viewable by everyone and each team player is held accountable for the turn around of their work. In our business we have a response time of 24-48 hours, and the tickets just show you the details you need to know and the whereabouts of that response. This is essential for the front of house team to be able to relay to the client at any given moment and any team member can do this.

Pluspunten:

I use this software daily and the most part of my job i am using the service hub. This mainly consists of the use of tickets that enable team members to have a solid view of the workload as well as the general outer team can see. I like most about this software that every move can be held accountable, someone is responsible for everything that goes in there and it makes everyone work as a team.

Minpunten:

Some more automation would be good, i guess it is somewhat hard given the details it pulls. But when it automatically pulls information that you know you have changed, this can sometimes be very frustrating and also can cause contacts/ companies to associate more 10,000 engagements very fast and overfill the CRM very fast.

A worthwhile choice.

Opmerkingen: Satisfactory.

Pluspunten:

Hubspot is easy to use and has a robust support/helpdesk - always ready and happy to help with any queries.

Minpunten:

Pricing. Hubspot is not the most affordable option out there.

Eerder overwogen alternatieven: Zoho CRM

Redenen om voor HubSpot Service Hub te kiezen: Costs.

Overgestapt van: Zoho CRM

Redenen om over te stappen op HubSpot Service Hub: Wide variety of features for my teammates.

HubSpot's Knowledge Base Prioritizes Ease of Use

Opmerkingen: HubSpot's Knowledge Base has allowed my company a place to collect important information for contractors nationwide. It is a place for them to turn to with questions or clarifications, and to learn more about their expectations. I feel like it really stepped up my company's ability to provide on-demand assistance.

Pluspunten:

As a creator and a user, the interface is very easy to navigate. The focus is very much on text - HubSpot's knowledge base ends up looking like an encyclopedia. This focus on text keeps thing simple and straightforward. Developments are carefully added, not to shake up the use of a knowledge base, but to streamline the delivery of text information.

Minpunten:

The focus on text keeps customization options minimal. For the first few months of using HubSpot's knowledge base, there was nothing you could do to change the look of the home page. That has been (thankfully) updated to allow for a few different templates. The implementation of images and other media is a far second place to the focus on text. Lastly, the search option leaves some to be desired. It searches strictly for language contained in the articles. I would like the option to add metadata tags.

Hubspot Service: Work in progress but getting there

Opmerkingen: Like many other SaaS services, they are always updating and adding new functionality. For companies that are using other modules from Hubspot should definitely consider using Hubspot Service, it will only get better. Businesses need to incorporate all elements of the flywheel in order to ensure the best possible user experience. Keep up the good work Hubspot.

Pluspunten:

- Integrating with the website is easy and done simple steps. You don't need any technical background to do that. - Setting up the knowledge base with articles and documentation is a simple process. Creating categories and subcategories is easy. - If you have used the CRM, Marketing modules in Hubspot, you are quite familiar with the tickets. Some of the features have gotten better and improved.

Minpunten:

Hubspot has much to learn from the established players in the game such as Zendesk. They lack much on the automation and since Hubspot is a preferred solution in Europe, they should have multiple language support on the knowledgebase. They should also add a smarter layout to the conversations (inbox) to not to seem as cluttered as it is now. More features are needed on the allocation of agents and have more integrations with third-party.

Great for using 1 CRM - Source of Record for all customer success/sales/marketing.

Opmerkingen: Understand HubSpot wasn't built for service, BUT if you want to be able to use just 1 source of record for your whole company - it works very well! There is a lot to learn in terms of working around what you may have had as previous experience. Their support is readily available and they take feedback really well. As a whole, they are great to work with and always have a good interaction with their team. It makes learning and implementing the service hub a lot easier :).

Pluspunten:

Knowledge Base: The fact that I can manage my knowledge articles and chat support in one product is fantastic. The new editor for the look and feel of the overall design of the knowledge base is a huge upgrade since the last one! I also really like the reporting so far, it gives the support team a lot of insight into what is working and what is not. The new editor helps you to make super professional-looking articles.

Minpunten:

I think one thing that would have been helpful is to be able to gate the knowledge base based on logins from our own platform, but other than that it was super easy to setup.

Hubspot Tickets Review

Opmerkingen: We are able to track interactions with customers better and dig deeper into them and target them all more specifically as well as better communication through out the team.

Pluspunten:

I love how it keeps contacts so organized. their deals and communications etc. I also love that we can sort the tickets by pipelines and set up automatic responses.

Minpunten:

I feel like we could use more training, I wish the lady that we talk to for help weekly was more freely available. I wish it was a little more self explanatory.

HubSpot Service Hub

Pluspunten:

HubSpot Service Hub is very easy to use and doesn't take a long time to grasp. All members of the team can use it no matter of technical knowledge.

Minpunten:

It would be good to see more features brought to it such as allowing users to raise a ticket themselves straight in to Service Pipelines.. and then being able to have tracked email conversations with the user, through HubSpot, via the Ticket itself. This would keep it all under one place and not require us to use our email software separately and then update our tickets manually.

Reviewing HubSpot Service Hub

Opmerkingen: HubSpot Service Hub overall is user friendly and makes it easy to organize your calls and tickets..

Pluspunten:

The ticketing system makes it easy for you to organize and track customer calls, issues, and service requests. Tickets can also easily be assigned, prioritized, and categorized.

Minpunten:

I have encountered some emails not being delivered, which has affected my email outreach in the past. I've also had some difficulties with integrating other applications.

Hubspot Service Hub

Opmerkingen: Easy to customise and make relevant to your business, easy for end users too.

Pluspunten:

Easy to navigate, especially as it has the same set up as the sales hub, making it an easy to implement addition to the tech stack. The fact that it comes with built in tools of inboxes, surveys, and the knowledge base, all with really easy implementation is a bonus as we would otherwise have to procure these externally and integrate them with Hubspot which would be time consuming and out of the box integrations or APIs are not always reliable, and time consuming.

Minpunten:

Some basic UI could be improved in reporting. j

Improvement over most

Pluspunten:

Enjoyed how easy it is to have a full synergy across service and other parts of the hubspot platform

Minpunten:

Not everything is as straightforward as it would seem or requires more steps than expected

Very useful product

Pluspunten:

The product is pretty easy to use, efter it has been set up within your organisation. The tickets flow is very simple for everyone in the organisation to use, and the level of customisation makes the service hub very good.

Minpunten:

The out of the box feature set is not very complete. The amount of custom setup, that has to be make within our organisation (and I assume many others) is pretty substantiel.