HubSpot Service Hub

Kommentare: Our experience with Service Hub has been great. The transition from our previous product was fairly painless (and they've added even more features to help with that transition since we've switched), and we've had outstanding customer service when we've had questions or issues arise.

Vorteile: Hubspot Service Hub has allowed our small team to stay organized and give our users as much support as possible without always being available to help in person within a few minutes. The knowledge base setup is super easy, appealing for our users, and customizable.

Nachteile: Hubspot definitely isn't the cheapest option when you weigh all the platforms out there, but you definitely have to weigh ease of use, centralizing everything you need to do for your business and level of customer service.

Vorteile: The Service Hub is easy to set up. We've helped a lot of customers self service with the Knowlege Base and have prepped our customer service team to accept tickets for support for this upcoming season so we're really looking forward to using the data collected as part of that process. The Service Hub is still a relatively new feature so we're looking forward to added functionality that we've requested. Hubspot makes it easy to submit feedback and are pretty great about responding to requests for support.

Nachteile: Chat feature needs quite a bit more work to function the way we want. Keywords are needed for the Knowledge Base for those of us with multiple products and industry language.

Kommentare: Overall it's been a significant force multiplier to our entire operations team, not just support.

Vorteile: The integration of the service system with rest of Hubspot is a significant advantage when it comes to having all the info needed at hand when helping clients. The flexibility of the ticketing system allows us to track several aspects of our operations in easy to digest status boards that show progress and next steps for our Production process, our demo system queue, training, installations and service, and RMA.

Nachteile: There's a few issues viewing extremely long email chains and a few missing options in workflow design that seem like they were oversights.

Kommentare: Overall, it has been a fairly good experience. We don't use all the features, but the ones we do use are seamless and beneficial.

Vorteile: 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.

Nachteile: 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.

Kommentare: The service team is fast to respond and there are multiple way to contact them - live chat, phone, email, call back etc.

Vorteile: The live chat is helpful when you have a quick question, and they are very quick to respond! There is also a large knowledge base of articles to access in order to answer common questions. You can also track previous support tickets so you don't lose your conversation.

Nachteile: Sometimes the live chat agents have a hard time understand my issue - usually this is only when there is a technical bug going on.