Service Hub Professional
HubSpotReviews from AWS customer
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Hubspot User
What do you like best about the product?
Really great system for our Knowledge base articles. Easy to keep track of where I am working and what articles are in progress or completed. Also great to organise them into the required categories that we need in our business. It's good to see who last updated something, and also to track the number of views from our clients.
What do you dislike about the product?
You are presently not able to copy a knowledgebase article. That would be really helpful to be able to set up a template article where the skeleton is the same for all articles, and help keep things consistent with so much repetitive work.
What problems is the product solving and how is that benefiting you?
Creating a knowledgebase for our clients - it has cut down on the support calls that we get and is also used internally.
Very easy to use, very useful to our public
What do you like best about the product?
I enjoy the Knowledge Base resource because we can write and edit Q&A quickly and easily. Then, we can organize them into categories in a way that makes more sense to our users and customize the template even without a designer to help us.
What do you dislike about the product?
We should be able to change the text question in the placeholder of the search field. That's the feature I miss the most in the Knowledge Base, so we could customize it even better.
What problems is the product solving and how is that benefiting you?
With the Knowledge Base we are giving our customers valuable information, saving time of our operators while helping our customers solve their problems without human interaction.
I LOVE this CRM
What do you like best about the product?
Hubspot is the perfect CRM in my opinion. Not only is the staff incredible, but the product they offer cannot be compared. Creating a seamless experience for your staff & your customers is a breeze, but to top it off, everything is completely customizable to fit your business perfect. I can't rave about them enough; this is the best decision our business has made.
What do you dislike about the product?
There isn't much to dislike to be transparent. Probably the only thing I would change is a reduced price. While the product is worth it, it can make it a large expense for a smaller business to take on. Which is a shame, because it is such an amazing thing to have in your arsenal.
What problems is the product solving and how is that benefiting you?
Where to begin!? Not only is our record-keeping one trillion times better, but automated nearly everything we do has helped us work smarter & reduce errors. We can communicate with our team & our customers in a more efficient way & improve our customers experience from beginning to end like never before.
Recommendations to others considering the product:
Follow the advice of the Hubspot team. Our instinct is to believe salespeople want to upcharge us for everything, but that has not been our experience whatsoever. The staff is honest & helpful & they truly look out for what will best meet your needs. I would also highly recommend using an Onboarding Support Specialist and they will set you up for the best results.
Customer Service Manager
What do you like best about the product?
The CRM allows my team to use less emails, phone calls and messages to find answers among customers. It is easy to search - much easier than Outlook and the update speed is phenomenal.
What do you dislike about the product?
The automation can get a little tricky without extensive training. It is easy to get lost in what you are trying to build and if you haven't gone through Onboarding can get very confusing.
What problems is the product solving and how is that benefiting you?
One stop answers for our customers.
More transparent vision into our customer accounts between CS and Sales.
Allowing employees to be out of office with little disruption to the value stream
More transparent vision into our customer accounts between CS and Sales.
Allowing employees to be out of office with little disruption to the value stream
Not CS friendly
What do you like best about the product?
The interface is pretty easy to navigate. They also had a great onboarding service that was organized and allowed us to prepare questions for the next call. I think it's pretty high up there when compared to other CRMs.
What do you dislike about the product?
Can't mark a message as unread, so the moment you click on it, you need to make a note to return to it. It made getting back to customers really difficult and unorganized. The knowledge base was impossible to use and a waste of time. No matter how many requests we put in, there was no way to customize it to our customer's needs. We didn't even use it within our CS team because we had a better way to access that information.
What problems is the product solving and how is that benefiting you?
We were able to see all messages in one place: Amazon Seller Central, email. However, we weren't able to access calls or social media through this portal. Performance is easily shown on HS, so I can see how many tickets I've solved versus my teammates.
Jason's Review of Hubspot Service Hub
What do you like best about the product?
The automation and ease of implementing quantitative metrics around ticketing, knowledgebase, etc. Hubspot makes it clear how to support my customers and scale my support team.
What do you dislike about the product?
I find the number of templates for knowledge base articles limited. Ideally, I would like a knowledge base that resembled Hubspot's, with the ability to create dynamic tables of contents.
What problems is the product solving and how is that benefiting you?
Before Hubspot, we just used a dedicated support email address. Nothing was really tracked, and support team members often weren't sure whether someone else had already resolved a customer's problem. With hubspot, now it's clear exactly what needs to be done, who's doing it, and how well it's been done. With CSATs implemented, we can understand clearly how our customers value our service.
Great Service Hub for All Business Needs
What do you like best about the product?
I like the ticket options to ensure all customers are taken care of promptly. I love the opportunity to track contact types and resolutions. In addition to the ticketing options, it is also an easy way to track deals and opportunities for new clients.
What do you dislike about the product?
The survey options aren't as fleshed out as other companies. I would like to see options to better track how our client base feels about our product and services.
What problems is the product solving and how is that benefiting you?
Tracking which customers need more support and finding opportunities to improve our product and services is much easier. Providing our email as an option for our clients to request additional services and ways to improve our current services has allowed us to grow as a company.
HubSpot Service Review
What do you like best about the product?
I like the integration between different contact types in a way that is accessible from any screen you're in.
What do you dislike about the product?
I dislike the search feature - it rarely pulls up exactly what I'm look for or related information.
What problems is the product solving and how is that benefiting you?
I solve customer issues mostly. I am able to leave service notes and transfer contacts to team members easily.
Hubspot is very easy to use while also being a powerful solution for my business
What do you like best about the product?
Batch uploading changes to companies and contacts. Email and blog functions.
What do you dislike about the product?
Filtering on deals can be a bit cumbersome
What problems is the product solving and how is that benefiting you?
Viewing all of my accounts in one place with the ability to dive into any single one makes it easy to stay on top of what I manage.
Bit of a learning curve, but once you get it, it is great!
What do you like best about the product?
I love the different analytics you can get from creating different pipelines and using the feedback surveys. It really helps you truly know what is affecting your customers.
What do you dislike about the product?
The learning curve is a bit steep, it does take a bit to make sure you are understanding the basics and then the extra ins and outs that truly make a difference. If you can work with a trainer or a partner to help you with some training and set up it will make a world of difference. If not, you can learn all of this with Hubspot academy but do make sure to plan for taking that time!
What problems is the product solving and how is that benefiting you?
We needed a true update on customer metrics to really improve our customer service and website. It has greatly helped with this and having everything all in one system that communicates with each other is fantastic.
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