About HubSpot Service Hub
Service Hub is customer service software that helps teams scale their support and delight their customers efficiently.
The service hub provides the basics for a ticketing system and I love how it integrates with CRM profiles.
A more annoying or obvious alarm for chats would also be a plus in the future (like an alarm that doesn't stop until a chat is answered).
Filter reviews (135)
Filter reviews (135)
Hubspot Service Hub
Comments: Overall, Service Hub has been a pleasantly surprising experience.
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.
I'd love to see an OAuth option in the future to put our knowledge base behind a login.
Alternatives Considered: Jira, Drift and Intercom
Reasons for Choosing HubSpot Service Hub: Integration with our Hubspot CRM.
Switched From: Drift
Reasons for Switching to 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.
HubSpot Service Hub, a good tool for a high-quality customer support.
Comments: Overall, HubSpot Service Hub is a good tool to take care of our clients and keep them. We combine taking charge of their queries and asking what could be improved in our business through the Feedback surveys function. Beyond the small and medium businesses (which once again are the most to use it), more and more big companies are using this product such as BBC, Suziki, or Airstream. So, it is a very promising product to watch. If the required update is done over time, it has the all chances to thrive in the market.
To start, It is important to know what is HubSpot Service Hub. It is an all-in-one software kind of type, that gives companies (mostly small and medium ones) the ability to run good and fast customer service. The ergonomy of the website is well-done giving us good and fluid navigation pleasure. The things that I like the most about this software are : - The Tickets function transmits all the queries of our customers concerning issues that they may face. Each ticket opened by a customer contains a number, the customer’s name, the date of its emission, the last time that the customer has been replied to, and the priority given to the case rated from low to high. This is to prioritize the cases; - The Feedback surveys function is a survey tool to enable our customers to rate us by giving their feedback. This helps us to improve our services. - The one-support inbox ability is a very efficient system when it to comes to gathering all the messages coming from different platforms; it can be from Facebook, Twitter, or emails. It is a message channeling system. - The automation system is a point that anyone should notice when using this product: From sending surveys to customers automatically once a ticket is closed, to guiding the same customers through the Chatflows function, with chat automation without us having to be online. This automation (like any other one for that matter) needs to be set in advance though.
- The ticket system still needs some improvements. It would be better to add a time tracking, from a ticket being opened till it closed. It would give the sum up of the time used to close a case. This would help us for internal metrics purposes. - Updates must be done to better optimize the search bar and fix some small bugs.
Comprehensive and Easy-to-Use: A Review of HubSpot Service Hub
Comments: Overall, HubSpot Service Hub has been a great experience for our business. It's reliable and feature-rich, and the customer service is always helpful and available.
HubSpot Service Hub is an incredibly helpful and user-friendly service desk platform. It's easy to set up and customize, and has lots of features that make it a great choice for any business. The customer support is also top-notch and always available to help.
One downside to HubSpot Service Hub is that it can be a bit costly for businesses on a tight budget. Additionally, some of the features can be complicated and difficult to use for those not familiar with the platform.
HubSpot Service Hub is not a mature product - Stay away if you can
Comments: I am extremely disappointed.
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.
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.
Alternatives Considered: Freshdesk, JIRA Service Management and Zendesk Suite
Reasons for Switching to 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.
It's pretty much the best Service and Customer Success Platform out there
Hubspot Service Hub has been instrumental in order to fulfill growth business needs
Native support to integrate with Development Tools would be great, we've already accomplish these with third-party apps
Alternatives Considered: LiveAgent, Zoho Desk, ChurnZero and Zendesk Suite
Great all-round experience and easy to use
Comments: The key business driver for this project was to not have to expand the CS team with business growth, instead making them more efficient and able to manage a greater amount of inbound enquiries. This was achieved.
It easily integrates with many other products. It can also be used across many teams/departments so passing leads etc can flow right though the business. It was easy to integrate and migrate current data, creating pipelines for new and existing deals. Customer support is helpful, so usually resolves any technical issues we have. The interface is very user-friendly, so even the computer-illiterate users within our business find it easy to use.
Auto-assigning based on current load is not present, so assigns tickets to users who already have a high workload instead of a user who can accept more. This is perhaps the biggest time saver but is needing to be done manually at the moment.
Alternatives Considered: Freshdesk and Zendesk Suite
Reasons for Switching to HubSpot Service Hub: Price and integrations offered more flexibility
Overall system for managing your customers that keeps constantly improving
Comments: 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.
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.
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
Comments: 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.
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.
The ticketing feature is not as advanced as other services but it makes it easy when all contacts are in the hubspot CRM
Alternatives Considered: SugarCRM
Reasons for Choosing HubSpot Service Hub: Hubspot allowed us to keep all users in the crm and do a lot more all in one place
Switched From: Freshdesk
Reasons for Switching to HubSpot Service Hub: ease of use
Good, but prefer more value
Comments: 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.
The integrations of Hubspot are unmatched, big reason the charge big is those ecosystem integrations.
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.
Alternatives Considered: Zendesk Suite
Reasons for Switching to HubSpot Service Hub: Seemed cleaner and easier to use, but became too expensive and started shopping for new option in Freshdesk.
Great support tools for small to mid-market companies
Comments: 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.
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.
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.
Alternatives Considered: Zendesk Suite
Reasons for Switching to HubSpot Service Hub: Integration with the rest of HubSpot. Ease of use. Cost. Automation features.
Easy to use knowledge base tool
Simple to build and organize, standardized formatting for articles, built in relevant-article curator, great that its connected to everything else we do in HubSpot
Would like more options for customizing the design of the knowledge base home page. Would also like to be able to use a table of contents features with anchors so that articles can be longer but easily navigated via these links and anchors.
Easy and intuitive + awesome customer support!
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.
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.
HubSpot Service Hub Review
Comments: So far so good, the majority of my work is done on the ticket section of this platform and sometimes can be confused by the amount of different ways to respond to tickets (e.g. inbox, tickets, chatbot, form etc.)
I like how it centralises everything that our business uses all on one platform.
The same answer as pro, sometimes its beneficial to have everything on one platform, but other times it can muddy the waters and specific things can be hard to find.
Comments: 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.
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.
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.
HubSpot's Knowledge Base Prioritizes Ease of Use
Comments: 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.
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.
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
Comments: 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.
- 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.
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.
Tickets are simple and streamline our support process. Chat bot is a game changer for people raising their hands. Knowledge Base will help sales and support.
Lack of easy customization--- Wish there was more flexibility for the look of the knowledge base, more types of chat bots (we had to pay someone to make ours the way we wanted it).
Great for using 1 CRM - Source of Record for all customer success/sales/marketing.
Comments: 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 :).
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.
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.
I couldn't live without it!
Comments: The knowledge base has been a very valuable tool for our group. We've been able to drastically cut down on customer support requests as a result of the knowledge base. In the same vein, the feedback tool allows us to keep a pulse on our customer base. Lastly, the tickets portion is very user friendly and has allowed us to be more data driven when it comes to support strategy.
I love having everything in one place - tickets, surveys, and our product's knowledge base. All of the information is easy to review and report on. On top of that, it's easy to customize various parts of the Service Hub to fit your needs. The overall ease of use is what sets Service Hub apart for me.
There could be some improvements around reporting. However, there have been several made over the past year so I expect many of this shortcomings to soon be resolved.
Improvement over most
Enjoyed how easy it is to have a full synergy across service and other parts of the hubspot platform
Not everything is as straightforward as it would seem or requires more steps than expected
Very useful product
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.
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.
Comments: HubSpot really helps bridge our various teams and really shines for our sales-related staff, it's a single source of truth for them.
There's a lot you can do with it, it's very powerful, flexible, and really does help bring different teams, customers, sales leads, etc. together.
The ticketing system isn't the best. It has good followup options, but individual ticket threads, views of lists, and so on are left wanting. It is not as performant as other systems, at times I find my browser hanging after they've done some updates.
A great platform! Would definitely recommend.
Comments: Our experience with HubSpot has been great. HubSpot is the first CRM I've ever used and I couldn't imagine using anything else!
For what I need to do in my role I turn to HubSpot for pretty much everything - everything is in place! It's also used across the business so it's not just for marketing.
The only con for me is the ability to re-arrange modules within email templates. I think you can do this in the design tool however it would be a lot easier to just drag these around whilst editing the email.
Love the Knowledge Base
Comments: I use the Service Hub itself every day and I'm always checking the knowledge base dashboard to see what users are searching for to inform what KB articles to write next.
It's really easy and fast to create new knowledge base articles and get them live. It's also very easy to keep everything organized and Hubspot is always adding new ways to make the knowledge base look better from a user viewpoint.
The URLs that are auto-created based on the title of the article almost always need to be adjusted.
HubSpot Knowledge Base
Comments: If you improved your internal options I think you would far outweigh your competitors.
It is very easy to organize. I also really like the different heading and insert options. I used Zyndesk before this and HubSpot's syle options are definitely a step above.
The Private view. We could not use the functionality, because our employees were not receiving the emails to register. This would be a huge benefit to have an easy to use internal knowledge base.