HubSpot Service Hub

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

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

The part I liked most about HubSpot is how much assistance they provide to new customers learning the system. It made onboarding a breeze.

Cons

I didnt like how much automation had to be done to make everything work the way we needed to. Honestly it was expected though.

Pros

Integrated with Sales Hub and Marketing Hub, one stop solution for both pre-sales and post-sales.

Cons

Poor UX for support ticketing, lacking in core functionality, behind the curve on AI capabilities.

Pros

Fits in incredibly well with the rest of the HubSpot tech stack (which we also use). Lots of customizability to fit our business' support requirements.
Chose between Zendesk, this gave us more features (e.g. unlimited web-to-ticket forms - which Zendesk said they did, but then said no after we'd signed up).

Cons

Not much to dislike, if you're part of the HubSpot ecosystem, this will be easy to use for you!

Alternatives Considered

Reasons for Switching to HubSpot Service Hub

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

The way it helps provide excellent support and build strong customer relationships. The fact it has a strong data centralization allowing everyone access the same information hence efficient customer support.

Cons

My experience has been incredible, i didn't find any challenges.

Pros

HubSpot Service Hub is the best CRM service we ever used

Cons

the least we like about this is its bit unorganized

Pros

I enjoy the affordability as well as the customizing abilities within the software.

Cons

its sometimes difficult to have my ticket rendered due to the Hubspot forms.

Pros

The wide range of capabilities that this software has is great for automating repetitive and time consuming Q and A sessions with clients. Being able to establish a knowledge base for your clients and your team, is my personal favorite.

Cons

Initial setup is difficult and may require assistance for those not familiar wit similar tools.

Pros

Hubspot Service Hubs allows my team to be on the same page. We can not only see what everyone is working on and assist where needed but the resources available to my team members and therefore to our customers are all in the same space. It makes streamlining business practices much easier than we had experienced in the past.

Cons

The software lacks a couple of keys features and the timelines/feeds are not the most efficient presentation as far as finding what you are looking for. For example, if we tag a user in a ticket who is coming into the ticket fresh, we've found that it's difficult for them to get caught up in an easy manner. It takes a little digging. that being said, Hubspot is continuously updating the software on the back end with the items that the Hubspot Community of users upvotes as important to the,m. This has created a trust in Hubspot that these hiccups will be adjusted and the user platform will continue to improve month to month.

Pros

Hubspot has allowed us to save time and reach our customers on a whole new level. Once we implemented Hubspot the possibilities truly became endless. From a sales perspective we have learnt valuable ways to reach our customers through the sales blog, templates and snippet suggestions etc. In addition we have been able to market to our clients using platforms we didn't even know were possible. Created personalized landing pages, calendar links to schedule meetings and calls saving time going back and forth. Not to mention automation and work flows- a time saver!!! Cant rave enough about using Hubspot and cant wait to see waht they come out with next!!!

Cons

Honestly, I think thing we like least about the software is that you cant use the social features to post videos to Instagram from the social hub. Other than that there isn't anything we dont like!

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

Reasons for Switching to HubSpot Service Hub

Pros

Easy to use, I like that you can alert yourself for reminders and that you can assign chats/emails .

Cons

I dislike that the app is not as user friendly as the site.I would use the app if it was set up better and more similar to the site.

Pros

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

Cons

I did not ever get to be an admin with this

Pros

HubSpot is very essential and critical to our team’s success, we use HubSpot as a CRM, knowledge base, and for easily facilitating collaboration and projects across teams

Cons

Pricing can be expensive when compared to the competition

Pros

It is a comprehensive software, ranging from customer service to CRM. It also automates tasks, making the work group's time more productive.

Cons

The cost is limiting for small companies and the time it takes for a company to adapt to its use is not fast, unless it has personnel with experience in its use.

Pros

If you're looking for a way to connect with customers and exceed their expectations, look no further than this amazing customer service platform. With a suite of tools designed to help you build organization and efficiency in your customer service team, you'll be able to streamline your workflows and respond to customers faster and more effectively

Cons

The initial stage of launching this product can be quite challenging and confusing. I had to watch several videos to gain a proper understanding of how to operate it effectively. Although customer support was available, connecting with them was somewhat difficult. However, once I figured out how to set up each account, managing my clients became a breeze.

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.

Pros

Easy to deploy, administer, use. In one month, most of the customer service cases are in production. Migration and integration with other platforms are also very easy and in record time. A new generation of SaaS.

Cons

It is design to work with Marketing Hub and/or Sales Hub. If you need to integrate to other software, it may require the development of a middleware to migrate data (KB).

Pros

We use live chat on our site and I love how it is integrated with the ticketing system so that those chats can be converted into tickets when necessary. We also love that we can use Slack to chat live instead of having to use the HubSpot interface.

Cons

It is a little cumbersome, but that is only because there are so many features and functionality. The free plan offers a ton, but once you need those extras, it gets pricy pretty quickly.

Alternatives Considered

Reasons for Choosing HubSpot Service Hub

Switched From

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

Some of the services we really love! For example, the templates and sequences raise productivity and automate everything for you! Conversations and chats have been a huge hit on our website and people seem to love connecting this way. Also, the ability to set up meetings through Hubspot has made the process quicker and easier.

Cons

We did not enjoy the team inbox- it was confusing and we were unable to define who was actually responsible for the mails or had multiple people answering emails for the same contact. We also found the calling feature to have some issues, as it didn't work correctly with our office phones that required extensions.

Pros

Integrated with all HubSpot environment.

Cons

Missing some funcionalities and high price.

Pros

I honestly think that the service hub is a great software and new hub from hubspot, since it's a new product it has a great ton of value. The most important things I believe would be the ticket and knowledge base, where you can have everything that your team is doing on tickets, even demands by the client and finally have a resource center to your whole team and your clients.

Cons

Although I like the knowledge base I feel it's quite limited. For once, our company just grew international, and we would need to have multiple Knowledge Bases on HubSpot, but we can only have one.

The feedback surveys also are a great start, but it's limited as to how many questions I can do on a survey, sometimes I would need to question our client 3 times just so I would get the answers we need.

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

Hubspot has great off the shelf, free integrations with host of services I.e. WordPress, WooCommerce, Magenta, Shopify and many more. In addition it has a great community both on and off thr platform as well as a well documented API with examples for many OOP languages. It's popularity had also spawned uncountable opensource projects on GitHub if you need customisation to integrate for something unconventional.

Cons

Pricing and pricing plan features could be more accommodating for smaller businesses

Pros

With this product, we have it easy when connecting with our customers.
It makes it easy for customer find service service materials and this saves time.
The good relationship with our customers is good for our business.

Cons

All features of HubSpot Service Hub are helpful. No issues at all.

Pros

Giving customers the best treatment takes the best part of the journey. The dashboard is flexible to changes and easy to manage. HubSpot Service Hub has a free sign up plan which is key to ensuring an informed decision. Through live chat, we have realized a commendable rise in customers since the tool helps in converting leads to clients. Best there is.

Cons

No cons at all. Their services are great and it is free which is absolutely amazing.

Pros

- Ticket management -> Being able to assign tickets to random support owners is awesome- Pipeline management -> The hability to create deals inside different pipelines according to diferent actions and needs- Inbox management -> Managing multiple inboxes per country- Workflows between all the objects (Tickets, deals, contacts, companies)

Cons

- Pay per seat instead of pay per team. As we get more and more members, it can be a bit pricy

Pros

I like that it is customizable for your needs. For me, i like to organize my clients based on industry and hubspot makes that easy.

Cons

The only con I can think of for Hubspot would be that the tasks can be hard to find if you don’t know where to look since they aren’t searchable.

Pros

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.

Cons

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.

Pros

It covers all my needs to support my clients communications

Cons

Not so straight forward to set up but once you get it, it works great.

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 service was prompt in reaching outcand figuring out what needed

Cons

They were slightly fast with the type of services i wasnt in tge narjet for at the time

Pros

We have used this product as a CRM and comes with amazing features and capabilities.
It is affordable, easily customizable and very helpful thanks to multiple features.

Cons

No negative issues with HubSpot Service Hub

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

great software for organization and reserving spaces.

Cons

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

Pros

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.

Cons

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.

Pros

Easy to use, great synergies with the rest of the HubSpot ecosystem, customer friendly

Cons

Anything that I thought could be improved has been improved and keeps getting better

Pros

Really easy to use and start operating as a small business was super helpful.

Cons

When you need additional features its going to cost you.

Pros

I really like how you can check the statistics. It helps when looking and analysing growth. The graphs are really easy to understand too. It also has an AI feature.

Cons

It's quite expensive if you want to have more features.

Pros

I liked how easy it was to monitor our employees contacts and activities.

Cons

Had to watch a few videos on how to get started.

Pros

One of the standout features of HubSpot Service Hub is its ticketing system. The ticketing system allows businesses to efficiently manage customer inquiries and support requests. It provides a centralized platform where customer tickets can be created, assigned, and tracked throughout their lifecycle. This feature enables teams to streamline their support processes, ensuring that no customer issue goes unnoticed or unresolved.

Cons

One area where HubSpot Service Hub could benefit from improvement is its integration options. While it does offer integration with popular CRM systems and other HubSpot tools, there is room for expansion to cover a wider range of third-party applications. Increasing the number of integrations would allow businesses to connect Service Hub with their existing tech stack seamlessly.

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

Reasons for Choosing HubSpot Service Hub

Switched From

Reasons for Switching to HubSpot Service Hub

Pros

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.

Cons

- 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.

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.

Alternatives Considered

Reasons for Choosing HubSpot Service Hub

Switched From

Reasons for Switching to HubSpot Service Hub

Pros

The ticketing side of HubSpot Service Hub is very flexible conveniently and seamlessly integrated with the HubSpot CRM. The line is blurred between ticket and conversation, which makes interactions with leads and customers more human (HubSpot's whole mission, essentially). There are good integrations with Calendly (new!), Appcues, Gmail, etc. plus the native features such as tracking knowledge base views, opens and clicks on emails, logging calls, etc. that make HubSpot a central record of all customer interaction and give us visibility on the whole journey. Associating a ticket with a CRM record (contact, company, deal) is easy and extremely flexible (unlike a help desk tool I've used before): in HubSpot there doesn't have to be an exact 1:1 relationship between all those things. We can just associate whatever message with whatever record it is actually associated with (helpful for cases like consultants who use our software themselves but also help out with other users' accounts). Plus, a couple other details: 1. being able to respond to live chat in Slack is great; ultimately, you need to view the customer/lead details in HubSpot anyway, but it's good to be able to send a quick, "Hi there, let me look into that for you!" even when I'm not on the chat page in HubSpot yet; 2. the "board" view vs. the "table" view for tickets is great to visualize the pipeline. Overall, I am pleased so far, and HubSpot shows a desire to improve this tool further.

Cons

The radical flexibility and pulling all information about the customer together can get overwhelming and clutter up the screen. Luckily, you can filter out whatever you don't want to see very easily, but it's hard to know what to filter out if you're not looking at all of it to begin with. The knowledge base is not nearly as flexible as the other parts of the tool, e.g. you can't have multiple knowledge bases, and there is very little ability to customize the look/feel (although they are improving this part). Some other things that are strangely inflexible: the support/ticket form (we opted to use a marketing form instead and build a workflow to trigger a ticket, at our HubSpot account manager's recommendation!); and teams (agents can only be on one team and can only view tickets for their own team).

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

Ticketing, Conversations and CRM. I love how organized everything was and how it can be customized. Snippets and templates make canned responses a breeze for fast respinse yime and high customer satisfaction. integrated RingCentral calling and also being able to use LinkedIn Sales

Cons

a little laggy at times. i wish updates could be done at times that wouldnt affect operations but other yhan that its been amazing