Service Hub Professional
HubSpotReviews from AWS customer
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Powerfully customizable, intuitive platform
What do you like best about the product?
My favorite feature in HubSpot is the Automation Workflows. It's fantastic to make sure nothing falls through the cracks and the correct team members are notified at the right times without manual tasks and human error.
What do you dislike about the product?
I have found specific automation options that should clearly be a priority to have, unavailable regardless of their frequent requests.
What problems is the product solving and how is that benefiting you?
Data collection and accessibility as well as process clarity for the whole team.
Recommendations to others considering the product:
Take the time to review all features and options before beginning setup. You'll find some features and paths work better for your process and have to redo set up in different areas. The HubSpot community is also a great reference to use for issues and work-arounds.
Service Hub is growing and getting better!
What do you like best about the product?
I like being able to set up multiple feedback surveys and have them be a range of different types of feedback forms. We mainly use email communication, but being able to add the banner NPS survey to a webpage is very useful. They also finally developed the ability to send a second, follow up email if the first request doesn't get a response.
What do you dislike about the product?
In that same feedback survey vein, I don't like not being able to grab the user specific survey link if they deleted or couldn't find the original email. There are also some limitations on the ticketing functionality, like being able to duplicate a ticket or even have the date format of mm/dd/yyyy pull in the full 2-digit/2-digit/4-digit formatting.
What problems is the product solving and how is that benefiting you?
As a growing organization we are growing with Hubspot and it's great that they offer so many resources to anyone who uses the platform at our company. I would like to see greater detailed improvements from them as their "Ask the Community" forum has many, many great requests from end users.
Recommendations to others considering the product:
Definitely pay for training, or find an operations person to help you with reporting!
Great experience
What do you like best about the product?
Possibility to customize thanks to workflows all single step of business process, automating integration with a lot of other application that gravitates around CRM
What do you dislike about the product?
The creation of the smart lists to set some customers views, because setting filters result too much slow and cumbersome in my honest opinion, it would be better if will be the possibility to write down some code to do that
What problems is the product solving and how is that benefiting you?
In my little experience thanks to the workflows I solved a lot of problems related to "human actions" of colleagues: automating some processes, and reminding them to do some actions, I obtain an important results improving
HubSpot has helped me track my marketing initiatives
What do you like best about the product?
The support from Hubspot and the knowledge base that guides you through using Hubspot. I really like the reporting tools.
What do you dislike about the product?
There is a lot of capability that is missing on the custom reports - like displaying graphs using percentage breakdown and not just the actual values.
What problems is the product solving and how is that benefiting you?
Being able to measure and track all our marketing communication and conversions in real time.
Recommendations to others considering the product:
N/A
Helpful Team!
What do you like best about the product?
Easy to use, helpful tools! Inbox and other tools are very easy to navigate.
What do you dislike about the product?
Sometimes service help chat is not always available
What problems is the product solving and how is that benefiting you?
Customer care, customer solutions, workflows, marketing emails. Benefits include having live people available to help if need be!
My time using hub spot has made emailing simple
What do you like best about the product?
I like how it sorts my emails for me so don't lose any. I also like how easy it is to merge tickets, making it very simple to organize. I love how you can assign tickets to colleuges.
What do you dislike about the product?
I don't like how there is waiting for contact colum since when you get an answer from someone it already automatically comes up in waiting for web sales or new.
What problems is the product solving and how is that benefiting you?
Keep emails organized so no customer gets left behind. Before it would be easy to miss an email because there are so many. But HubSpot has allowed us to sort.
Recommendations to others considering the product:
Definitely get hubspot, it will make your life easier
HubSpot is fabulous!
What do you like best about the product?
HubSpot Service Hub is incredibly helpful in staying organized. It helps with open and visible communication among teams and ensures that we serve our customers in a timely manner. It also collects beautiful data points that can be used to review and improve service.
What do you dislike about the product?
The only feature I'd like to see improved is adding contacts to accounts. You currently cannot add a contact to an account from the account page and it would make work easier if you could.
What problems is the product solving and how is that benefiting you?
We've solved several problems using HubSpot the most helpful being LiveChat. Our users love to get answers fast and between the knowledge base and LiveChat, they always know where to find us.
Mostly Helpful
What do you like best about the product?
HubSpot is great for communicating with customers and keeping track of past conversations. It is very helpful for having multiple conversations at one time, in many forms (i.e. email, live chat, messenger, etc.). CSAT also gives us the opportunity to solve customer issues head-on by seeking them out.
What do you dislike about the product?
The inbox appears to be automatically refreshing and updating your inbox when new messages coming in... but then you will get a stretch of time where live chats and new messages are coming in and they do not show in the inbox or show as a notification. The page needs constant refreshing to make sure nothing is missed.
Inbox search function is also a bit fickle.
Inbox search function is also a bit fickle.
What problems is the product solving and how is that benefiting you?
Live chat, multiple inboxes, and contact history are very helpful to create the best experience for our customers. FAQs are also very easy to update on the back-end, but it would be helpful if they would also automatically update for live chat conversations.
Recommendations to others considering the product:
Have a great IT team/person on your team.
Hubspot is a great CRM
What do you like best about the product?
The integrations Hubspot offers are probably one of my favorite parts - having my Gmail integrated to track activity through my normal inbox is great, as well as the ability to schedule social and allow documents to live on the platform so you can see engagement stats.
What do you dislike about the product?
I am still getting used to some of the automations and figuring out what triggers what, but ultimately I think the step-by-step triggers are great for staying on top of customer activity and related tasks.
What problems is the product solving and how is that benefiting you?
Sometimes, the option to email within the platform seems to muddy links and other attachments. However, that is minor compared to all of the benefits like creating personalized dashboards, email templates, Calendly links, and so on.
It has everything you need to get started!
What do you like best about the product?
I like that it's connected to our marketing and sales hubs. Having one place for all of our initiatives makes building the customer journey easy.
What do you dislike about the product?
I dislike the limited customization options in the knowledge base visually. It makes it easy to put together really quickly, but there is definitely room for more improvement. I'd also love the ability for a video-on-demand / learning library section that we could upload our past webinars to too.
What problems is the product solving and how is that benefiting you?
We are trying to minimize the workload of our support and success teams. By offering a knowledge base to our users we are able to create more time for our support and success teams to hold educational webinars and hold one-on-one training and support sessions.
Recommendations to others considering the product:
A video on-demand portion of the knowledge base.
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