HubSpot Service Hub

Best Service Hub to use

Vorteile:

- 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)

Nachteile:

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

Amazing features with realistic functionalities.

Kommentare: Ideal solution to creating and converting more leads. Commendable results and looking forward to more achievements.

Vorteile:

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.

Nachteile:

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

Hubspot review

Kommentare: it was used to reserve spots and spaces, and it did the job. However, it would not allow any exceptions, and it prevented me from using it.

Vorteile:

great software for organization and reserving spaces.

Nachteile:

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

A Great Customer Service Solution For Business

Vorteile:

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.

Nachteile:

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

Active Hubspot user for client knowledge base

Vorteile:

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.

Nachteile:

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.

HubSpot Service Hub

Vorteile:

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.

Nachteile:

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.

Hubspot is easy to use

Vorteile:

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

Nachteile:

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.

Very Useful Tool

Kommentare: Very useful for managing day to day service

Vorteile:

It covers all my needs to support my clients communications

Nachteile:

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

Fosters collaboration and productivity

Kommentare: The experience has been incredible and the features are exceptional

Vorteile:

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

Nachteile:

Pricing can be expensive when compared to the competition

Overall I like it

Kommentare: Hubspot works very well over all, I'm always learning new little things about it.

Vorteile:

Hubspot works very well. I use it at work daily

Nachteile:

I don't have any real complaints accept the layout could be more pleasing to the eye, better colours maybe.

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).

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 Suite

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.

Straightforward, out-of-the-box service solution

Kommentare: Overall Service Hub was very easy to set up, and the breadth of features integrated well with our existing instance of HubSpot. However, in some cases, this comes at the expense of fully built out features. To be expected for a relatively young product, and I look forward to these flaws being ironed out in the months to come.

Vorteile:

The ease of setup was the best thing about it, and given that it integrated seamlessly with our preexisting HubSpot apps, it was a no-brainer. It allowed us to continue using HubSpot and expand our view of our customer interactions to include support tickets. The aspect we have made the most use of by far is the Knowledge Base functionality. This is easy to use, clear and customisable. The recent updates to the template editor are welcome and allow us to make our help centre our own. The insights we get on the helpfulness of articles is also useful to see where refinements can be made and where we are lacking.

Nachteile:

The ticketing functionality is extremely limited and counter-intuitive to use. You get the sense that the functionality has been half-built and rushed out. For example, you cannot use HubSpot forms to populate custom Ticket properties, which renders them almost useless as a means of collecting information about the customer's problem. The UI for ticketing should have its own 'look', as they are basically indistinguishable from contacts, making it quite difficult to read simple information, like ticket status and description.

Looking forward to more features!

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.

Solid customer service system that's more than a helpdesk

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.

All your client data and conversations in one place!

Vorteile:

I love being able to have everything in one place - Deals, Contacts + Companies, Support Ticketing - it's made it easier for us to create external reports and to funnel info into Hubspot. The Slack integration is the best and helps make sure balls aren't getting dropped with workflows that trigger support notifications and tasks.

Nachteile:

The tickets are a little difficult to navigate in terms of following the thread of an email conversation. This mostly impacts new support on-call staff who are trying to catch up on open tickets. It's not the easiest to get an idea of the issue and troubleshooting to date at a glance. Additionally, it would be nice if email conversations within Tickets were tied to Tickets a little more closely. When I reassign a ticket, I sometimes still get notified about the conversation even if I'm no longer the ticket owner. I have to go in and ALSO reassign the conversation to the new support person.

My Expereince With HubSpot Service Hub

Vorteile:

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.

Nachteile:

No negative issues with HubSpot Service Hub

HubSpot Service Hub- An excellent customer service platform

Kommentare: Overall, HubSpot Service Hub is a powerful customer service platform that offers an impressive array of features to help businesses deliver exceptional support experiences. With its intuitive interface, robust ticketing system, knowledge base functionality, and insightful analytics, it empowers organizations to enhance customer satisfaction and streamline their support operations. Despite the need for more integration options, HubSpot Service Hub remains a top choice for businesses seeking to elevate their customer service capabilities.

Vorteile:

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.

Nachteile:

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.

HubSpot trial experience

Kommentare: Pleasant for in its free and slightly expensive version from its most basic plan.

Vorteile:

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

Nachteile:

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.

A worthwhile choice.

Kommentare: Satisfactory.

Vorteile:

Hubspot is easy to use and has a robust support/helpdesk - always ready and happy to help with any queries.

Nachteile:

Pricing. Hubspot is not the most affordable option out there.

In Betracht gezogene Alternativen: Zoho CRM

Warum HubSpot Service Hub gewählt wurde: Costs.

Zuvor genutzte Software: Zoho CRM

Gründe für den Wechsel zu HubSpot Service Hub: Wide variety of features for my teammates.

HubSpot for Customer Success

Kommentare: its a wonderil tool to use as a large enterprise or a small startup

Vorteile:

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

Nachteile:

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

Is great to have it all together in one place

Kommentare: It took us some time to get used to the new way of working but after that period, Service Hub has prove to be another Key Pilar of our daily operations. Together with the rest of Hubpost modules ( CRM, Marketing, Website...) is a great addition to a better way of working with our clients.

Vorteile:

The fact that you can add your Support desk to the CRM and see everything in one place is priceless. Honestly, that is the 1 thing that made us go for it. Before we had to rely on jumping from one platform to another and on many API integrations. We may have lost some bells and whistles that we enjoyed before, but the overall impact is positive. We manage: Chat, tickets, feature requets, bugs and help emails from the same place. Before was a bit of a nightmare.

Nachteile:

As I said, we lost some cool functionality that we had before in some of the features. We hade 1 chat provider and another provider for tickets. And of course, they have some more advanced features but in the end. We could get around without them or simply be creative and do some other things. For example, it may sound stupid, but the chat doesn't have Emojis. Emojis are key to the way you comunicate today. You can simply use Control+Comand+Space, and use the emoji window.

Hubspot Service: Work in progress but getting there

Kommentare: Like many other SaaS services, they are always updating and adding new functionality. For companies that are using other modules from Hubspot should definitely consider using Hubspot Service, it will only get better. Businesses need to incorporate all elements of the flywheel in order to ensure the best possible user experience. Keep up the good work Hubspot.

Vorteile:

- Integrating with the website is easy and done simple steps. You don't need any technical background to do that. - Setting up the knowledge base with articles and documentation is a simple process. Creating categories and subcategories is easy. - If you have used the CRM, Marketing modules in Hubspot, you are quite familiar with the tickets. Some of the features have gotten better and improved.

Nachteile:

Hubspot has much to learn from the established players in the game such as Zendesk. They lack much on the automation and since Hubspot is a preferred solution in Europe, they should have multiple language support on the knowledgebase. They should also add a smarter layout to the conversations (inbox) to not to seem as cluttered as it is now. More features are needed on the allocation of agents and have more integrations with third-party.

I couldn't live without it!

Kommentare: The knowledge base has been a very valuable tool for our group. We've been able to drastically cut down on customer support requests as a result of the knowledge base. In the same vein, the feedback tool allows us to keep a pulse on our customer base. Lastly, the tickets portion is very user friendly and has allowed us to be more data driven when it comes to support strategy.

Vorteile:

I love having everything in one place - tickets, surveys, and our product's knowledge base. All of the information is easy to review and report on. On top of that, it's easy to customize various parts of the Service Hub to fit your needs. The overall ease of use is what sets Service Hub apart for me.

Nachteile:

There could be some improvements around reporting. However, there have been several made over the past year so I expect many of this shortcomings to soon be resolved.

User Friendly and Easy to Use

Kommentare: Because we work in shifts, it is good that the same system is flued to use over many properties and many different users.

Vorteile:

We started using it about 8 months ago and even with just a quick training session, I could use it very quickly. I also love that we can create easy to use templates, so even when other people need to answer emails, they can do it effortlessly.

Nachteile:

We sometimes need to print email chains, and Hubspot does not allow for that - this is definitely something to add.