About HubSpot Service Hub
HubSpot Service Hub pricing
HubSpot Service Hub has a free version and offers a free trial. HubSpot Service Hub paid version starts at US$50.00/month.
Alternatives to HubSpot Service Hub
HubSpot Service Hub Reviews
Feature rating
- Industry: Computer Software
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Great tool for tracking our customers and making sure we are staying on track
Our customers love being able to use the chat and have a knowledge base where they can search for how to resolve taks.
Pros
Being able to use the live chat is absolutely amazing. Makes it quick for our customers to get in touch with us and help them with any need they have.
Cons
Nothing at this time. Works great and as intended.
- Industry: Marketing & Advertising
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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Review Source
A great way to manage support tickets!
Overall, once we got past set up, it has really streamlined our support processes! Would recommend.
Pros
I love how easy it is to manage tickets. Tickets come in through our website and our support team is automatically notified, the tickets are assigned a team member and populated on a nice workflow so no request falls through the cracks. Roping in team members is easy for behind the scenes communication and the analytics are really cool how they track monthly tickets closed, tickets closed by team members, how long it takes to close tickets on avg, etc.
Cons
Set up can really tricky. We had to hire a 3rd party team that met with our team and walked us through set up. With the potential for all the hubspot offers, there is some complexity.
Alternatives Considered
Zendesk SuiteReasons for Choosing HubSpot Service Hub
We still use monday.com for task tracking but for service related tickets, hubspot is just much more powerful.Switched From
monday.comReasons for Switching to HubSpot Service Hub
Hubspot seemed more powerful and trusted.- Industry: Pharmaceuticals
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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Review Source
Its good CRM but is more suited for Marketing rather than a Service Role
It has some great functions but compared to some other CRM services it is limited and sometimes difficult to navigate
Pros
Easy to retrieve all of the information on a customer. Can keep all the records/notes/emails all under one email address.
Cons
The ticket system is not designed for high volume. You can't see if another team member is in the ticket. If the customer replies back to an closed to ticket it doesn't reopen so we miss emails unless we are double checking our notifications.
Limited reporting.
- Industry: Information Technology & Services
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
It's pretty much the best Service and Customer Success Platform out there
Pros
Hubspot Service Hub has been instrumental in order to fulfill growth business needs
Cons
Native support to integrate with Development Tools would be great, we've already accomplish these with third-party apps
- Industry: E-Learning
- Company size: 11–50 Employees
- Used Daily for 1-5 months
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Review Source
Great choice for scaling up your Support Teams
I have really appreciated the Customer Support provided by HubSpot; they are quick to find resolutions to problems, and their support team is courteous and friendly. The ease of use of the product, despite some shortcomings, will allow our Support team to automate more and scale up faster and more effectively.
Pros
I love how convenient it is to make filters to see your tickets, change the status or update ticket fields, add "Snippets" for responses frequently used, and how easily conversations are looped together without creating duplicate tickets. Even duplicate tickets can be merged together seamlessly!
I also love how easy it was to create and edit a "Contact Us" form, along with creating the workflow for the response email. It really gives us the power to do more with fewer technical skills needed.
Cons
I would like for them to improve how companies are added to inbound customers who may not already be in the CRM; it is harder to automate/add to pipelines, as we are a B2B company, and the users of our product are most often not already in the CRM.
I would also love to be able to edit the email content previous to my responses; oftentimes our Client Success Managers will send emails forwarding a request from a customer, and I have to copy the previous email sent to exclude the instructions from the CSM. It takes a little extra time.
The other item I would like to be able to do is to paste small excel tables into the body of an email; I've had to switch to attaching the excel documents or reformatting the content to be in the style of bullets.
