Service Hub Professional
HubSpotReviews from AWS customer
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Very effective support ticketing system
What do you like best about the product?
The HubSpot support ticketing system integrates well with their sales CRM, which was one of our major requirements. Additionally, the flow is customizable with automation options that work well for us. The automated ticket ratings have also been effective in getting regular feedback from our customers in our experience.
What do you dislike about the product?
Most dislikes are minor annoyances so far. The reporting and dashboards have quite a few options, however, I haven't found a good way to get a real "average time to close" number on tickets that measures in minutes and hours, respecting business hours (our past system had that but it took a lot of custom work on it to get it dialed in.) Finding existing tickets for a customer isn't difficult, but takes one or two more steps than I would prefer (open a ticket, then click on company, then scroll down to click no all tickets, then clear the automatic filters to see all tickets.) When we first started, they did not have a customer-facing portal, though I believe they have addressed that since. I haven't implemented the portal yet, that will be my next project.
What problems is the product solving and how is that benefiting you?
Offering direct support to the users of our software platform. We needed a system that grouped users into companies, had an efficient ticket flow, and integrated with a sales CRM that meets the needs of our sales team. Hubspot was the best option we found that ticked all the boxes.
Recommendations to others considering the product:
Engage with their "lite" options and see if the flow and features fit your needs.
Easy to create documentation for product features
What do you like best about the product?
The Hubspot Service Hub & knowledge base has been instrumental for me to easily create and document features as a support tool for a new SaaS product. It is easy to categorize pages, organize buckets and customize how you would like your knowledge base to look.
What do you dislike about the product?
I wish that there were some templates that I could use to easily replicate things like release notes that I upload to the knowledge base. That would make it easy to have the same formatting for each without having to copy/paste.
What problems is the product solving and how is that benefiting you?
I have reduced the number of support calls with easy "How To" docs in the knowledge base. I have started utilizing my time-on-page metrics and view metrics to understand what is interesting/helpful and what is not.
Recommendations to others considering the product:
The ease of use is unmatched across other CRM tools I have used.
It's extremely intuitive!
What do you like best about the product?
Workflows and automation tools are designed with the user in mind. I greatly appreciate that we had a thorough onboarding and that the training tools are actually useful.
What do you dislike about the product?
You have to find workarounds to specific limitations, such as referring to info from a Contact while inside a Deal.
What problems is the product solving and how is that benefiting you?
Automatic touchpoints to ensure client success.
Recommendations to others considering the product:
Make sure you map out what you want Hubspot to do for you so you can build it.
Flexible tool that helps manage your data and share information
What do you like best about the product?
How it integrates with the help section of our website, allowing customers and team members to access helpful FAQ's that include the ability to add videos and screenshots.
What do you dislike about the product?
The search function when diving into the database doesn't seem to search text fields / only title lines seem to be in consideration for searches. If possible to have the search function scan all text in the document that would be helpful.
What problems is the product solving and how is that benefiting you?
It has helped us build our FAQ on our website which allows for clients to access information and alleviates unnecessary phone calls into the office for support.
Insightful and easy to use.
What do you like best about the product?
The review section of the Hubspot Service Hub let me set-up my Net Promoter Score survey on a recurring basis.
What do you dislike about the product?
As with all software, it takes a few steps to set-up correctly, but it is well worth it.
What problems is the product solving and how is that benefiting you?
We are getting better insights into customer issues, and when recontacting customers, we can solve old problems that allow us to serve them better.
I love Hubspot
What do you like best about the product?
The Customer Service and the ease of use, the reporting system, the workflows, the email marketing system, the way it is easily integrated to slack and other features
What do you dislike about the product?
Sometimes the integration doesn't work well, and the fact that when an email is cc'd it sometimes adds the contacts to Hubspot. It is also a little tricky for it to be fully integrated to Salesforce
What problems is the product solving and how is that benefiting you?
Data integration, email marketing, social media marketing, website and reports. Hubspot is very easy to be integrated with most systems, and using lists and filters makes it easy to find the right data.
Recommendations to others considering the product:
Definitely take your time, use the customer service hub, get certified, there's a lot of very key ways you can find good useful and valuable information
We really use HubSpot-Pushing the limits!
What do you like best about the product?
HubSpots tickets feature is incredibly useful. We utilize this to access and manage the constant flow of e-mails into our collective group e-mail. Each e-mail becomes an individual ticket (like a sticky/post-it note) for that person's e-mail. From here you can keep all your information, e-mail trains, and information within these tickets; making them compact and organized for optimal team services. You can leave internal notes, attach important files, information to customize and cater to your customer or client in one spot.
The best feature are the columns that you can create and customize to best fit your daily needs. It's easy to shift tickets between columns to keep yourself and your team organized. You can even have tickets automatically go from one such as "Waiting on us" to "waiting on contact" as soon as someone replies to your e-mail. Out of sight and out of mind until your action is needed! No more clutter.
The best feature are the columns that you can create and customize to best fit your daily needs. It's easy to shift tickets between columns to keep yourself and your team organized. You can even have tickets automatically go from one such as "Waiting on us" to "waiting on contact" as soon as someone replies to your e-mail. Out of sight and out of mind until your action is needed! No more clutter.
What do you dislike about the product?
Like all web pages, there are complications and errors. We have pushed HubSpot pretty far with the sheer volume we use it, and even with the rare issue, the team over there at HubSpot is on it immediately. Fast responses and always working on improvement, its a no-brainer for any business that's looking for efficiency.
What problems is the product solving and how is that benefiting you?
"Problem" is the wrong word. We use Hubspot in our unique way, and since we forge our own path we are consistently looking for improvements to our system. The customization and support from HubSpot is helping us improve the way we do business constantly. On other sites, you get what you get. With HubSpot I find us having much more room to have it fit our needs, rather than working within a ridged template.
HubSpot Review
What do you like best about the product?
The ease of use, the contact search, the ticketing system and automated emails that I use every day.
What do you dislike about the product?
Everything is pretty easy to use and all customer information is readily available.
What problems is the product solving and how is that benefiting you?
The logistics side of things with the automated emails and ticketing system and providing the next steps for our customers/ services are extremely useful.
Recommendations to others considering the product:
Very easy to use
Great tool for being able to link various teams within the organisation, on the one platform
What do you like best about the product?
Being able to transfer tickets to different teams, across different pipelines, as needed. Reports are very detailed and in-depth as well.
What do you dislike about the product?
sometimes, there are be more than the one email address associated with a contact, making efficient communication difficult and confusing, at times.
What problems is the product solving and how is that benefiting you?
Being able to transfer email and live chat tickets to other departments on the HubSpot service Hub means that there is less of a chance to miscommunicate
It has everything and anything you could think of
What do you like best about the product?
The email integration. How easy it is to connect everything as a user.
What do you dislike about the product?
Nothing really, it is been great so far.
What problems is the product solving and how is that benefiting you?
Knowledge base for customers, survey responses.
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