Wer verwendet HubSpot Service Hub?
Der HubSpot-Service-Hub ist für Unternehmen gedacht, bei denen der Kunde an erster Stelle kommt. Die Tools helfen kleinen Service-Teams dabei, den Support zu verbessern, Self-Service-Lösungen zu entwickeln und die Kundenzufriedenheit zu erhöhen.
Was ist HubSpot Service Hub?
Die HubSpot-Kundenservicesoftware erleichtert die Verwaltung und den Kontakt mit Kunden. Sie bietet einen Helpdesk, der dir bei der Organisation hilft und den Kundenerfolg sicherstellt; eine Wissensdatenbank, eine proaktive Lösung, die den Kunden hilft, sich selbst zu helfen; Kundenfeedback, Umfragen und Erkenntnisse, die dir einen Eindruck zur Zufriedenheit deiner Kunden geben; Berichterstellung und Automatisierung in allen Tools, um positive Ergebnisse zu skalieren und zu verbessern.
HubSpot Service Hub – Details
HubSpot
http://www.hubspot.com/
Gegründet 2006
HubSpot Service Hub – Preisübersicht
HubSpot Service Hub bietet eine Gratisversion und eine kostenlose Testversion. Die kostenpflichtige Version von HubSpot Service Hub ist ab 50,00 $/Monat verfügbar.
Startpreis
50,00 $/Monat
Kostenlose Version
Ja
Gratis Testen
Ja
HubSpot Service Hub – Bereitstellung und Support
Kundenbetreuung
- 24/7 (Live Vertreter)
- Support während der Geschäftszeiten
- Online
Einsatz
- Cloud, SaaS, Web
- Mobile - iOS Native
- Mobile - Android Native
Training
- Persönlich
- Live Online
- Webinare
- Dokumentation
HubSpot Service Hub Funktionen
Customer Success Tools
- Einstellungen (Personalbeschaffung)
- Ertragsmanagement
- Gesundheitswerte
- Gewinn- / Verlust-Analyse
- Kommunikationsmanagement
- Konto-Benachrichtigungen
- Kontoverwaltung
- Kunden-Lebenszyklus-Management
- Kundenbindung
- Nutzungsverfolgung/-analyse
Help-Desk-Software
- Automatisiertes Routing
- Berichterstattung / Analyse
- Call-Center-Management
- Dokumentenspeicher
- E-Mail-Integration
- Echtzeit-Chat
- IT-Asset-Management
- Kundenspezifisches Branding
- Makros/Antwortvorlagen
- Management von Dienstgütevereinbarungen (SLA)
- Multi-Channel-Kommunikation
- Netzwerküberwachung
- Remote-Zugriff/-Kontrolle
- Self-Service Portal
- Social-Media-Integration
- Ticket-Management
- Verfolgung von Interaktionen
- Warnungen / Eskalation
- Wissensbasis-Management
- Workflow-Konfiguration
Kundendienst Software
- Call-Center-Management
- E-Mail-Management
- Leistungskennzahlen
- Live-Chat
- Self-Service Portal
- Social-Media-Integration
- Terminverwaltung
- Umfragen & Feedback
- Virtueller Assistent
- Warnungen / Eskalation
- Warteschlangenmanagement
- Wissensdatenbank
- Workflow-Management
Live Chat Software
- Bildschirm teilen
- Geo-Zielgruppenerfassung
- Integration von Dritten
- Kundenspezifisches Branding
- Offline-Formular
- Proaktiver Chat
- Transfer / Weiterleitung
- Vorformulierte Antworten
- Websitebesucher-Nachverfolgung
HubSpot Service Hub Alternativen
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HubSpot Service Hub – Nutzerbewertungen
Alle Bewertungen lesenGesamtbewertung
Durchschnittliche Bewertung
Josh A.
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Gesamtbewertung5 /5
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Benutzerfreundlichkeit5 /5
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Eigenschaften & Funktionalitäten4 /5
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Kundenbetreuung5 /5
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Preis-Leistungs-Verhältnis5 /5
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Wahrscheinlichkeit der Weiterempfehlung
- Herkunft der Bewertung
- Bewertet am 12.11.2019
"Hubspot Service Hub"
Kommentare: Overall, Service Hub has been a pleasantly surprising experience.
Vorteile: 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.
Nachteile: I'd love to see an OAuth option in the future to put our knowledge base behind a login.
- Herkunft der Bewertung
- Bewertet am 12.11.2019
Brigitte S.
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Gesamtbewertung4 /5
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Benutzerfreundlichkeit5 /5
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Eigenschaften & Funktionalitäten4 /5
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Kundenbetreuung5 /5
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Preis-Leistungs-Verhältnis5 /5
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Wahrscheinlichkeit der Weiterempfehlung
- Herkunft der Bewertung
- Bewertet am 30.1.2020
"Great choice for scaling up your Support Teams"
Kommentare: 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.
Vorteile: 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.
Nachteile: 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.
- Herkunft der Bewertung
- Bewertet am 30.1.2020
Ella H.
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Gesamtbewertung3 /5
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Benutzerfreundlichkeit3 /5
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Eigenschaften & Funktionalitäten3 /5
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Kundenbetreuung4 /5
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Preis-Leistungs-Verhältnis3 /5
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Wahrscheinlichkeit der Weiterempfehlung
- Herkunft der Bewertung
- Bewertet am 21.10.2019
"Its good CRM but is more suited for Marketing rather than a Service Role"
Kommentare: It has some great functions but compared to some other CRM services it is limited and sometimes difficult to navigate
Vorteile: Easy to retrieve all of the information on a customer. Can keep all the records/notes/emails all under one email address.
Nachteile:
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.
- Herkunft der Bewertung
- Bewertet am 21.10.2019
Laci C.
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Gesamtbewertung5 /5
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Benutzerfreundlichkeit4 /5
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Eigenschaften & Funktionalitäten4 /5
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Kundenbetreuung5 /5
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Preis-Leistungs-Verhältnis5 /5
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Wahrscheinlichkeit der Weiterempfehlung
- Herkunft der Bewertung
- Bewertet am 25.10.2019
"A Great Platform that is Only Getting Better"
Kommentare: Outside of streamlining our processes, Hubspot Service Hub saved our peak season within the first year of use. The function of having tickets and having easy to build forms and workflows that create tickets, allowed my sales team to spend less time gathering what information that they thought would be helpful to my service team and gathering the exact info that was actually needed. But that was just the tip of the iceberg of benefits. Tickets allowed all of our customer service inquiries in one easy to navigate place. Requests were not slipping through the cracks because they were coming in from every direction and we could see at a glance where we were with solving each issue. The Knowledge Base feature is a good tool that we look forward to seeing improvements in the future. We have not gotten our feet wet enough on surveys to leave a full thought on it but are planning to dive into those services within the calendar year.
Vorteile: 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.
Nachteile: 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.
- Herkunft der Bewertung
- Bewertet am 25.10.2019
Rachel H.
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Gesamtbewertung4 /5
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Benutzerfreundlichkeit4 /5
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Eigenschaften & Funktionalitäten5 /5
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KundenbetreuungNicht bewertet
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Preis-Leistungs-VerhältnisNicht bewertet
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Wahrscheinlichkeit der Weiterempfehlung
- Herkunft der Bewertung
- Bewertet am 3.12.2019
"Good Overall, Can be Overwhelming/Cluttered, Still Improving"
Kommentare: We are still new to the Service Hub, which is HubSpot's newest hub, but I see great potential as we continue to learn and customize our instance, and as HubSpot continues to improve Service Hub.
Vorteile: 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.
Nachteile: 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).
- Herkunft der Bewertung
- Bewertet am 3.12.2019
