HubSpot Service Hub Reviews

Pros

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.

Cons

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.

Pros

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.

Cons

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.

Pros

What I like the most about HubSpot Service Hub is that all client communications are located in one spot under the contact or company name. It could be email, text, call and it all is recording and between multiple different people (co workers) not just including all your communications. It makes it easy to see what has already been talked about, etc..

Cons

My least favorite thing about HubSpot Service Hub is it can be pricey and the templates can be confusing when setting up.

Pros

great software for organization and reserving spaces.

Cons

doesn't have enough flexibility. This is a hinderance to business

Pros

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.

Cons

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.

Pros

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.

Cons

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.

Pros

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.

Cons

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

Pros

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.

Cons

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

Pros

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.

Cons

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.

Pros

Hubspot works very well. I use it at work daily

Cons

I don't have any real complaints accept the layout could be more pleasing to the eye, better colours maybe.

Pros

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

Cons

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.

Pros

The Usability, Integrations and Functionality of Hubspot is second to NONE

Cons

The cost is a LOT, but it is worth it. I don't see smaller companies being able to afford it, but if you can...wow

Pros

I like how it centralises everything that our business uses all on one platform.

Cons

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.

Pros

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.

Cons

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.

Pros

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

Cons

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

Alternatives Considered

Zoho CRM

Reasons for Choosing HubSpot Service Hub

Costs.

Switched From

Zoho CRM

Reasons for Switching to HubSpot Service Hub

Wide variety of features for my teammates.

Pros

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.

Cons

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.

Pros

- 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.

Cons

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.

Pros

It's categorization and click/drag feature of kb articles, ease of publishing, case workflow visualization

Cons

No public access for our own customers to view their own cases (open or otherwise) in the support portal. Organizationally, this means they will be managing case volumes through their email, only IF they were copied on the case to begin with.
File limitations; kb indicates there are no file restrictions other than on video, where we found there to be a 2 gb limit on ANY file.

Pros

Overall my experience has been great. It helps to visualize the many steps we have within our company which makes it easier to proceed with certain duties in a more organized at a efficient pace.

Cons

I really can't say anything negative about this CRM at all. It has been very helpful and organizing. If they could do something a little better it could be include more user-friendly training videos.

Pros

Using the HubSpot Service Hub is very easy. It is not a complex product or full-blown content management tool like other well-known support tools. It is a nice add-on for HubSpot that helps fill out the portfolio of other features available via their offering. It allows users to quickly build and structure a simple knowledge base, and the contextual search feature is very helpful.

Cons

While it is extremely easy to use, it is also a fairly basic set of tools. It is not as robust as some other customer support applications like Freshdesk, Zendesk, or SalesForce. The only concern we have is that we may need to transition to one of these other services if we find we need more control over the UX/UI of our support portal or need to expand support across many other channels. HubSpot continues to add new site templates and that's a good thing, but the Service Hub is still a pretty basic documentation portal.

Pros

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.

Cons

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.

Pros

- easy to set up
- easy to use
- easy to implement
- easy to edit / add users

Cons

the only con is that it would be great to enable a form before connecting the user to a sales rep

Pros

HubSpot's Service Hub's strength is that it integrates directly with everything else HubSpot does. That makes it easy to keep track of tickets/issues in association with specific contacts/companies/deals.

Cons

The Service Hub is clunky and does its job less well, and for more money, than other standalone products that perform the same function.

Alternatives Considered

Trello, Intercom and Zendesk Suite

Reasons for Switching to HubSpot Service Hub

Integration with HubSpot itself

Pros

Hubspot Service Hub is the best way to oversee all customer stages and interactions. Being part of a small company, every customer interaction is crucial to moving forward. It is easy to be there for our customers every step of the way with the help of the ticketing system. Another great addition to HubSpot is the Knowledge Base! This is an amazing tool to have, especially since we are a tech company trying to give our customers the opportunity to learn about our platform and troubleshoot through issues themselves.

Cons

The only downside to the service hub would be the intermittent outages. We rely so heavily on HubSpot Service Hub that when something does occur, it affects us greatly. Since we are a tech company, we understand that those instances do happen.

Pros

Knowledge management is the feature I like most, and how easy to connect it with chat and use it for customer benefit.

Cons

Nothing. It has all the features required to fulfil the requirement of the service team and product team.