Service Hub Professional
HubSpotReviews from AWS customer
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Hubspot is useful in many ways but has a lot of room for growth.
What do you like best about the product?
I like that you can have all of your chats in one designated section & create different inbox folders & separate them by owner. I also like the fact that you can create a ticket directly from the communication channel. Overall, i would say that the most beneficial aspect of Hubspot is that it can be integrated via Zapier to pull tickets into another platform (GitHUb, ZenHub).
What do you dislike about the product?
CONS:
The tickets do NOT automatically fill in the client's information [Name, Email]
When using the search function to look for previous communication from clients, it barely pulls the appropriate information when typing in a name
The alert section [top right section] is very overwhelming
The organization of chats could be way better
There is no way for me to link tickets to multiple conversations without merging them completely.
When chatting, if you accidentally press return to start a new paragraph- the incomplete message gets sent
There is NO way to add attachments to the tickets that you create
The tickets do NOT automatically fill in the client's information [Name, Email]
When using the search function to look for previous communication from clients, it barely pulls the appropriate information when typing in a name
The alert section [top right section] is very overwhelming
The organization of chats could be way better
There is no way for me to link tickets to multiple conversations without merging them completely.
When chatting, if you accidentally press return to start a new paragraph- the incomplete message gets sent
There is NO way to add attachments to the tickets that you create
What problems is the product solving and how is that benefiting you?
- It is allowing small business owners a place to communicate effectively with customers. Hubspot has also been very helpful when it comes to streamlining communication via one channel.
Recommendations to others considering the product:
Definitely do a trial before committing to the service! Hubspot has a lot of great tools, but there are a few areas where things can be improved or modified to best suit users.
Great customer service
What do you like best about the product?
I love being able to use the templates and the snippets!
What do you dislike about the product?
So far I haven't found anything I dislike.
What problems is the product solving and how is that benefiting you?
I came into Hubspot not knowing anything and am a visual learner. So I loved the ease of being able to call someone and have them return my call literally within minutes to help.
Recommendations to others considering the product:
I truly love being able to call someone for help. HubSpot makes it so easy to learn new things!
The learning curve was pretty massive but it’s great once you get it
What do you like best about the product?
The tracking and ability to leave notes for other members of my team. I also like the task feature although I don't use it much my team uses it daily.
What do you dislike about the product?
The ability to make email templates more "beautiful" would be great. They are hard to make more than a simple email aesthetic.I would love for there to be more email building iptions
What problems is the product solving and how is that benefiting you?
Tracking how we interact with clients, how we interact with lawyers, how they interact, our notes on lawyers and clients which helps us internally communicate about who a client is or how we can best go about business with a lawyer
Great platform for managing/tracking daily workflow
What do you like best about the product?
Hubspot has made it extremely easy to manage my daily tasks/emails
What do you dislike about the product?
ideally if you could mark urgent outgoing emails that'd be beneficial
What problems is the product solving and how is that benefiting you?
There are no current outstanding problems Hubspot is working on for me at the moment
Complicated but functional
What do you like best about the product?
There are a lot of functionalities- the tickets are helpful as well as meeting links
What do you dislike about the product?
There are sometimes too many fields to fill out and it's so complex that it's hard to navigate
What problems is the product solving and how is that benefiting you?
They keep all our support tickets in one spot and help up assign them neatly
Recommendations to others considering the product:
Make sure you get really in depth training. Our team has been trying to navigate this for well over a year and are still having trouble.
Great CRM
What do you like best about the product?
Visually useful and efficient in coordinating work flows with the team
What do you dislike about the product?
Need more training on how to integrate from Google Docs
What problems is the product solving and how is that benefiting you?
Efficiency due to ease of site and navigation
Recommendations to others considering the product:
Give it a try! Ease to use
On it's way to being the best
What do you like best about the product?
HubSpot Service Hub does the core of a service system very well if all you need are the basics. Tickets, pipelines, automation, alerts, and reporting are all decently covered.
What do you dislike about the product?
The bells and whistles just aren't there yet. This is one of HubSpot's newer hubs and thus isn't quite yet ready to go toe to toe with a full-scale Zendesk implementation. That said, if you don't need bells and whistles then don't skip HubSpot as a consideration.
What problems is the product solving and how is that benefiting you?
Customer service ticketing and feedback surveys. We are also leveraging it for the knowledge base functionality. This is allowing us to get off Zendesk, reduce one more integration, and better aggregate marketing, sales, and cs in one system.
Recommendations to others considering the product:
Give it time. As with everything HubSpot, they build it internally which, in the long run, makes for a better product. They didn't start as a CS platform. If you're a large enterprise you'll probably want more than it can give today.
Sufficiently impressed
What do you like best about the product?
Everything is intuitive, everything connects. If you think two parts should work together, or pull data from each other, they do. We've used the service hub for live chat for a year, and like it enough that we're moving email and phones over now.
What do you dislike about the product?
We had a tough time with our initial integration with Netsuite. On onboarders at webstacks were amazing; our problems had as much to do with our own weird use of Netsuite as anything. That said, it was a problem getting that started, and there was a major repercussion where all of our users got duplicated with no real resolution. We got lost somewhere between Netsuite and Hubspot support.
What problems is the product solving and how is that benefiting you?
We needed a live chat solution that worked with the somewhat inflexible SuiteCommerce software, and this fit the bill nicely. We're switching e-commerce platforms, and expect to use even more of Hubspot's features very soon.
Recommendations to others considering the product:
If you're running Netsuite/Suite Commerce, prep for a bumpy onboarding. Once youre in, you're golden
Helpful Organizational Tool
What do you like best about the product?
The user-friendly navigation process is great. As a new user, I found it very easy to learn and integrate with my email and other apps.
What do you dislike about the product?
Assigning workflows can be complex. I sometimes receive alerts for things that are repetitive or unnecessary.
What problems is the product solving and how is that benefiting you?
Communication across the different departments. This is an easy way to keep electronic records in real time.
Hubspot is company organization on steroids!
What do you like best about the product?
Hubspot has made our daily work with responding to clients, managing sales and general communication extremely easy. I love the ability to create and use templates for responses, ticket pipelines, and reporting for metrics.
What do you dislike about the product?
I wish the web chat feature was a bit more friendly and that it could be customized a bit more on how those messages are received and responded to. We have found it a little clunky.
What problems is the product solving and how is that benefiting you?
Our biggest problem was that we had information in disparate systems. Hubspot has allowed us to have all data pertinent to our organization in one system. This has allowed for better customer service in general.
Recommendations to others considering the product:
For complete customer service, sales and organization, evaluate and buy!
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