Service Hub Professional
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Great tool for organizing and workflows for every branch of the company!
What do you like best about the product?
I love that things can be organized by teams and that we have our own dashboards and pipleines. I love that we can customize reports and assign contacts.
What do you dislike about the product?
We have some issues with assigning emails our chatbot cannot pop up as a separate notification from other tickets. We cannot always answer our emails right away, so it would be nice if we could have that pop up on our desktop somewhere. I also would like a feature that allows us to put our working days in, so that if one of us is on vacation things do not assign to them.
What problems is the product solving and how is that benefiting you?
We were having serious issues with HubSpot changing the names of our facility managers to the guests' names. We would think we were emailing a FM but we would be emailing a guest. David Benson came in and isolated our issues and has done a great job setting up guardrails so that our contacts stay legit. We still have some sneak in, but this is from company emails and phone numbers being used in bookings instead of acquiring true contact information.
Recommendations to others considering the product:
Make sure you learn all of the ways HubSpot can be implemented, this will make your setup easier and the transition more seamless. We trickled in our processes, and we did not understand all of the ways that we could fully use this product.
An all-in-one experience with great customer service
What do you like best about the product?
Everything you need is all in one place! We like using the meeting scheduling for our demos with potential customers.
What do you dislike about the product?
Everything works properly, but sometimes it's overwhelming having all those possibilites.
What problems is the product solving and how is that benefiting you?
The meeting scheduling for demos has been very helpful. Also, we use the team management tools.
It's a one-stop shop. Easy to use for different type of users!
What do you like best about the product?
It's interactive! We mainly use Hubspot for internal, client and, partner interactions. As a supervisor, it gives all the views that I want to see and it makes me more efficient - I don't have to use different tools to see our partner's information and communicate with them. It's a time saver!
What do you dislike about the product?
I think it's on me. I haven't explored its analytics and reporting features. I just hope Hubspot can offer free training for some of our employees as most of our clients use Hubspot as their CRM.
Could be better: Surveys for the clients - every time a client opts out of the marketing emails, the automatic surveys get blocked too. We'd love to see options to select specific communications that could be filtered on our clients' end.
Could be better: Surveys for the clients - every time a client opts out of the marketing emails, the automatic surveys get blocked too. We'd love to see options to select specific communications that could be filtered on our clients' end.
What problems is the product solving and how is that benefiting you?
It prevents us from using different tools to communicate. The ticketing system is also superb. It allows us to see who's accountable per action without the hassle.
Recommendations to others considering the product:
Hubspot has a lot of certifications that they offer for free and good customer service too. They offer learning sessions!
Knowledge Base that is easy to use and implement
What do you like best about the product?
I like that I was able to import all our help articles from our previous software directly into Hubspot. The articles are easy to categorize and the customer-facing KB articles have a great look. Service Hub has allowed us to not only maintain our articles in one place but also implement a ticketing database and surveys that we did not have before.
What do you dislike about the product?
Navigating through settings and just a general learning curve to get started. I'm very comfortable now and find it easy to use. I think it would be helpful to have a dedicated Internal Document section for non-customer facing (internal help) documents. Luckily, we were able to figure out a workaround.
What problems is the product solving and how is that benefiting you?
We have yet to implement NPS surveys yet (except once by accident) but we are looking forward to getting that data that we have not been able to capture before.
Recommendations to others considering the product:
Service Hub allows you to consolidate ticketing, knowledge base and surveys in one spot.
hubspot user for multiple clients
What do you like best about the product?
Marketing and Sales Hubs - the ability to automate
What do you dislike about the product?
Reporting could be slightly easier and better, new templating emails/LPs not as easy as before
What problems is the product solving and how is that benefiting you?
Not using it well yet, looking to build out LMS very soon
HubSpot Service Hub Review
What do you like best about the product?
Ability to have different pipelines for service tickets
What do you dislike about the product?
I don't have much that I dislike about this hub
What problems is the product solving and how is that benefiting you?
It is solving out new account set up tickets along with all the service technician tickets that comes through
Extremely easy to implement and use
What do you like best about the product?
I run Professional Services and Training. Being able to use tickets to track projects, and link them to the deal where the project was sold has been wonderful. I also link the contacts to the ticket as well. Just seeing everything together has been really great. This has allowed me to automatically send CSAT surveys when projects close and be able to show senior management what customers think of our work.
What do you dislike about the product?
So far the only issue I've had is that Knowledge Base does not support file attachments integrated into articles. It's kept me using Jira Cloud for our KB, but this is literally the only feature that is blocking me from moving the KB over to HubSpot. If you don't have a lot of files you embed in KB articles then the HubSpot KB is really really nice.
What problems is the product solving and how is that benefiting you?
I now have a dashboard that shows me the backlog of work my team has as well as the revenue we've made for the year and the dashboard allows me to quickly and easily make sure that work is distributed evenly in the team. The dashboard is beyond fantastic.
Easy to use and helpful support articles
What do you like best about the product?
The ability to add to tickets and share details cross-departmental. Also, integrations with ChurnZero help us on the CS team.
What do you dislike about the product?
Sometimes the tickets re-open and I wish there was an easy way to set it up so if one closes for lets say 30 days it does not re-open rather creates a new ticket.
What problems is the product solving and how is that benefiting you?
Solves our team's need to segment and give visibility to customer issues and see where churn may occur.
Recommendations to others considering the product:
The survey does not allow to upload the image of service hub screen shot easily...and its rather long.
User Friendly for All!
What do you like best about the product?
I love the modern and easy-to-use platform that Hubspot provides. I love Hubspot tasks, or as I like to refer to them as virtual sticky notes. They recently added the ability to create a recurring task and that has been a gamechanger for my team. I also love the live chat functionality and how organized and easy it is to use.
What do you dislike about the product?
We occasionally run into issues with our live chat not acknowledging "away status" causing customers to go unanswered for longer than desired. Also, sometimes the chat alerts are delayed and do not come through via email or sound the alert until a bit after the chat has come through.
What problems is the product solving and how is that benefiting you?
HubSpot is providing organized space for many departments to communicate. We have just started testing the email management/distribution and ticketing system and are hoping that will provide even more efficiencies for our Customer Experience team.
Recommendations to others considering the product:
Use HubSpot Academy as a training tool
Learning One Click At A Time
What do you like best about the product?
It is nice to have a lot of things in one place. Between sales, task management, marketing pipelines, workflows, automation, and probably a whole bevy of other things I haven't stumbled upon yet or used. It's helping cut down on some otherwise extremely manual work that we can better utilize that time elsewhere.
What do you dislike about the product?
There are A LOT of screens. Like, a lot a lot. Which sometimes makes it hard to know where I should go for certain things. I also struggle a bit in building some of the automation and workflows but I think that is more of a learning curb for me. I would love to see the ability to create task templates so I don't have to copy/paste certain things that I know need to happen regularly across certain engagements.
What problems is the product solving and how is that benefiting you?
Automation, customer tracking (sales, renewals, where they are in our lifecycle, NPS, CSAT), templating for emails.
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