HubSpot Service Hub

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.

In Betracht gezogene Alternativen: Jira, Drift und Intercom

Warum HubSpot Service Hub gewählt wurde: Integration with our Hubspot CRM.

Zuvor genutzte Software: Drift

Gründe für den Wechsel zu 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.

A great way to manage support tickets!

Kommentare: Overall, once we got past set up, it has really streamlined our support processes! Would recommend.

Vorteile:

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.

Nachteile:

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.

In Betracht gezogene Alternativen: Zendesk

Warum HubSpot Service Hub gewählt wurde: We still use monday.com for task tracking but for service related tickets, hubspot is just much more powerful.

Zuvor genutzte Software: monday.com

Gründe für den Wechsel zu HubSpot Service Hub: Hubspot seemed more powerful and trusted.

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.

Good, but prefer more value

Kommentare: The customer service was a bit confused at rimes and got more of the big company feel rather than the we respond quickly and actually care feeling that I get from current provider.

Vorteile:

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

Nachteile:

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.

In Betracht gezogene Alternativen: Zendesk

Gründe für den Wechsel zu HubSpot Service Hub: Seemed cleaner and easier to use, but became too expensive and started shopping for new option in Freshdesk.

Great all-round experience and easy to use

Kommentare: The key business driver for this project was to not have to expand the CS team with business growth, instead making them more efficient and able to manage a greater amount of inbound enquiries. This was achieved.

Vorteile:

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.

Nachteile:

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.

In Betracht gezogene Alternativen: Freshdesk und Zendesk

Gründe für den Wechsel zu HubSpot Service Hub: Price and integrations offered more flexibility