Service Hub Professional
HubSpotReviews from AWS customer
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Hubspot is a one stop shop for all your business needs!
What do you like best about the product?
The absolutely variety of what Hubspot can do for your business is incredible! Customer support team are one of the best ive experienced, the features and tools available are constantly growing and developing off of the back of customer feedback. what else could you want!
What do you dislike about the product?
It would be good for tickets/conversations to auto-assign if theyre already assigned in an inbox or a ticket pipeline, and it would be interesting if we could include social media connections to Hubspot, but other than that, there's nothing to remotely dislike at the moment!
What problems is the product solving and how is that benefiting you?
Efficiency, feedback and tracking for our business. Helps our customers receive the best customer service we can provide through the organisation hubspot provides, and the feedback opportunities Hubspot service hub provides is so insightful, and allows us to pick up on weaker points in our customer support. The reports and tracking abilities available also allow us to focus on long term achievements and goals, due to real-time, customisable reports
A complex and sophisticated ticketing tool
What do you like best about the product?
Ability to create bespoke, and tailored workflows for support tickets. Easy to build pipelines and basic workflows. I love that the automation will allow me to send out feedback surveys and the email automation is very easy to set up and implement.
This ticketing system works well with large numbers of customers and it's very easy to manage tickets.
This ticketing system works well with large numbers of customers and it's very easy to manage tickets.
What do you dislike about the product?
Creating any workflows which fall outside of what I consider to be 'basic' are incredibly difficult to build and execute. I have spent a lot of time trying to create something which I consider to be 'simple' and have been advised that this requires bespoke training and technical input to execute. The tool is not very intuitive, and I often find myself falling down rabbit holes in the system. I have been going back and forth with Hubspot for some time without resolving a lot of my issues. I desperately wish that this tool was easier to use. It can be frustrating because I know that this tool can help streamline a lot of our internal processes, so I ultimately feel as if I am only scratching the surface of after a couple of months of use.
What problems is the product solving and how is that benefiting you?
Easier to manage tickets. I like that the system will automatically associate a ticket with a Company and User. The reporting makes it easy to see how the department is performing.
Good CRM, lot's of tools
What do you like best about the product?
Lot's of tools and easy to use. The help guides are really insightful and break down a lot of the processes. Lot's of useful tips on how to improve existing processes also
What do you dislike about the product?
Some of the processes can be a little longwinded. There's a lot of information to consider when setting up new flows and sometimes, the instructions are as clear as they could be
What problems is the product solving and how is that benefiting you?
It addresses our CRM, customer service and marketing needs. The reporting tools are also useful for creating relevant and insightful dashboards to measure team performance
Super Intuitive, dare I call it a 'CRM for dummies'?
What do you like best about the product?
Again, it's very intuitive. I've never really come across any functionality that I wasn't able to think my way around. I don't believe I've ever reached out to customer support either - which is evidence of how intuitive it is!
What do you dislike about the product?
Not much to dislike really but if I had to be critical I would say that it is designed with Sales Professionals in mind. There is a commercial aspect in my role (CSM) although I don't work in a sales role per se so I do find it wanting in some of the areas of managing relationships, stakeholder mapping, account planning, etc.
What problems is the product solving and how is that benefiting you?
It's providing a service that I need and it benefits me in all of the ways I highlighted above.
Always helpful and quick to respond.
What do you like best about the product?
The fact that I can get a service agent to actually phone me.
What do you dislike about the product?
I sometimes find the chat agents are not as knowledgeable as the ones assisting over the phone.
What problems is the product solving and how is that benefiting you?
I have had a great deal of help with the technical things like workflows, report and dashboard building etc. It saves me a great deal of time and I am able to resolve pressing issues.
Recommendations to others considering the product:
I find that the chat function is often a bit delayed and that agents are not always able to resolve your issues.
It is very easy to use and works smoothly, super fast customer support!
What do you like best about the product?
The Workflows. Since they have automated a lot of work for us.
What do you dislike about the product?
Tickets Assignment. the emails for assignment of the ticket are sometimes annoying as some of the tickets don't concern me or are related to me.
What problems is the product solving and how is that benefiting you?
It is making the day-to-day job very easy for us as a company helping us reach our customers quickly.
Recommendations to others considering the product:
Don't think hubspot can't do something for you. contact support and they will change your opinion.
Solid Service Hub - especially when combined with the rest of the hubs
What do you like best about the product?
- The ticket dashboard is easy to use with a clear pipeline of where tickets are in the process
- Easy to create automations if you know HubSpot well - allowing for smart routing of tickets, feedback surveys, and everything beyond.
- Customisable Live Chat.
- The bot is decent at serving the right articles.
- You get the most power from it when combined with the rest of HubSpot - giving you an SCV.
- Was very easy to set up
- Easy to create automations if you know HubSpot well - allowing for smart routing of tickets, feedback surveys, and everything beyond.
- Customisable Live Chat.
- The bot is decent at serving the right articles.
- You get the most power from it when combined with the rest of HubSpot - giving you an SCV.
- Was very easy to set up
What do you dislike about the product?
- Can be a bit fiddly at times if you don't know the rest of HubSpot well. I use the rest of it day-to-day but our agents have found it difficult at times - especially with the difference between conversations and tickets.
What problems is the product solving and how is that benefiting you?
We moved from Zendesk to HubSpot as it allowed us to easily bring all customer data into one system. This allows us to score and drive automations from support tickets using the rest of HubSpot.
Recommendations to others considering the product:
If you're a HubSpot Marketing and Sales hub user, it's super useful. If you're not, a standalone solution like Zendesk is your best bet.
An amazing CRM for Customer Success
What do you like best about the product?
HubSpot offers the best solution for startups to have all their information centralized and easily accessible, as well as an amazing client-facing Knowledge Base that is incredibly customizable. The ticket management is easy, visual and user-friendly and doesn't leave much room for doubt.
What do you dislike about the product?
The Feedback Surveys could offer a little bit more customization options, and the Contacts page and its sync with companies could be more organized. Nonetheless, this are small improvements on a system that is already great.
What problems is the product solving and how is that benefiting you?
The client-facing Knowledge Base, that normally requires independent developments from the business, is now centralized and easy to create, update and translate thanks to their amazing interface.
Experience with hubspot
What do you like best about the product?
The easy access view for viewing tickets.
What do you dislike about the product?
That if you go back in the same tab, the filters that were previously selected are not saved.
What problems is the product solving and how is that benefiting you?
It's allows for easier filing and data sharing among colleagues and helps us maintain a clear path of communication.
Recommendations to others considering the product:
It takes little to no effort to get the hang off.
Really need to improve their view on customer facing operations
What do you like best about the product?
Non I can find at the moment, they really need to improve
What do you dislike about the product?
Basic features that should be out-of-box (and competitors providing them) are either nonexisting, providing poor end-user experience, or you realize you need to pay more for the service (which makes it an entirely not cost-effective solution).
It seems to me that they try so hard to release new features without forgetting it should have a basic, must-have functionality
It seems to me that they try so hard to release new features without forgetting it should have a basic, must-have functionality
What problems is the product solving and how is that benefiting you?
It just cost me additional problems because it forced me to find workarounds from other service providers to facilitate a sensible service flow. I still didn't solve every problem I faced using their service.
Recommendations to others considering the product:
Wait until they improve their service and basic features
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