Service Hub Professional
HubSpotReviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
2,882 reviews
from
External reviews are not included in the AWS star rating for the product.
Did not meet our expectations
What do you like best about the product?
What Hubspot is good at is connecting each of its services among each other. Also, the customer success team does its best to help - quick responses are available in a considerably short time.
What do you dislike about the product?
The Knowledge Base is still in an MVP status as per our understanding. Based on our previous experience with the HS blog and landing pages, we expected similar functionalities for styling or connecting our API. However, we have been greatly disappointed, and we cannot use the Knowledge Base now for its intended purpose.
What problems is the product solving and how is that benefiting you?
We are currently using it for templating. Another advantage was supposed to be the connection of the chatbot to the Knowledge Base. We wanted our customers to be able to search for the information they needed. However, this does not seem feasible a the moment.
Recommendations to others considering the product:
Be exact when checking the functionalities of the Service Hub. Make a list of what exactly the features are supposed to be capable of and investigate and ASK Hubspot if this is feasible before upgrading. The information given in the Hubspot Knowledge Base on the set-up has a few blank spaces and sometimes suggests that more is possible than it actually is. Check out the Hubspot Community, as well. Many questions have been asked on improvements or implementations that might be of use to you, too. Last advice: no matter how simple your expectation of the Service Hub is: challenge it and check if it is possible with Hubspot itself, i.e., check if it will really work in the end. (We thought that styling the HS Knowledge Base was a crystal clear thing that should be feasible. However, it is limited to such an extent that it might ruin our UX.)
Very helpful tool for our daily workload
What do you like best about the product?
Hubspot is straight to the point and helps us build a strong relationship with our clients. It's a valuable tool to administrate, organize and communicate. Helpful and supportive!
What do you dislike about the product?
The contacts register should be more accurate because sometimes Hubspot mixes the contacts. The email tool interaction should be different from the chat tool interaction.
What problems is the product solving and how is that benefiting you?
I have accurate communication with our clients. The contacts register is truly helpful and the automatic emails tool are also perfect to manage the clients needs.
Easy to use but missing some advanced features
What do you like best about the product?
The ticketing system integrated well with our existing workflows using Jira, and allows us to be more customer-centric by linking incoming conversations to existing or new tickets. It was easy to set up a generic inbox within "Conversations" for our team and have new form submissions, and incoming emails become assigned to the right team member based on contact ownership. Their HubSpot Academy tutorials were also very useful for using the Support Hub efficiently.
What do you dislike about the product?
I was, however disappointed by their knowledge base as it lacks some critical features necessary to us, such as an automatic table of contents, more custom formatting options for text, and also for overall page design. We've also started using feedback forms and functionality wise they also met our needs, but we would definitely like additional features.
What problems is the product solving and how is that benefiting you?
We are using all the features in the service hub: creating an external-facing knowledge base, sending out customer feedback surveys, managing communication with clients, and managing ticket requests.
Recommendations to others considering the product:
If you don't need anything too complex, it will suit your needs perfectly.
Great system, with untold amount of features
What do you like best about the product?
Ease of use and multi functional system
What do you dislike about the product?
sometimes slow to action workflows in the afternoon
What problems is the product solving and how is that benefiting you?
integration with our phone system saves time
Good experience, intuitive, good tool.
What do you like best about the product?
I am responsible for Ticket management, communication with our users. I find good reports, dashboards. Also use knowledg base.
What do you dislike about the product?
I would not say dislike, but report creation is still a little bit tricky part for me.
What problems is the product solving and how is that benefiting you?
easy to commnicate with users, administer the tickets and customer,everything in one place, including Knowledge base
Amazing CRM tool to educated and inform users. The Chatbot integration automates ticket resolution.
What do you like best about the product?
The UI is sleek and it is easy to post/edit articles. Being able to link multiple articles ensures a seamless user experience. The Chatbot integration brings with it crucial data on the customer journey.
What do you dislike about the product?
There are limited design/format options. This makes it challenging to post visually appealing content and artices begin to look repetitive.
What problems is the product solving and how is that benefiting you?
The number of tickets resolved through the knowledgebase has enabled the OVEX support team to focus on tickets of importance. As a result our customer service satisfaction rate has doubled.
Recommendations to others considering the product:
I would recommend carefully categorising KB articles.
Almost perfect, but not quite there yet
What do you like best about the product?
Its layout is very nice and HubSpot has very many features out of which I can't even find a use for in real life. Snippets tool is definitely something I find myself using quite regularly.
What do you dislike about the product?
I feel like sorting incoming conversations in inbox could be done a little better. Right now it automatically creates a ticket for every incoming message but at the same time we don't want to create tickets manually either.
What problems is the product solving and how is that benefiting you?
We replaced Freshdesk with Hubspot and partially I liked how simple to use freshdesk was while Hubspot offers many great features, they are most likely very well hidden as well or cost a lot of money. For example automated responses for incoming emails took several hours of Googling to figure out.
Hubspot service hub is great for service teams
What do you like best about the product?
Hubspot service hub is very feature-rich but the one that stands out for me is the ticketing system, is is so easy to create and track all tickets that come in and how the are dealt with.
What do you dislike about the product?
Hubspot service hub can get a bit confusing if you are a new user to the platform, but this does get better in time and then the tool is just amazing to use everyday.
What problems is the product solving and how is that benefiting you?
We are keeping track of all tickets that are created by various members of the team, all contact information is tied to the ticket so there is only need for this one platform.
Functional and Getting Better
What do you like best about the product?
Mostly, I use the service side of Hubspot. The tickets, conversations, and bots. I like the integration with Jira the best. It needs a bit of improvement, like allowing us to edit the reporter as well as allow update of the hubspot ticket directly from Jira.
What do you dislike about the product?
The ability to have functional tagging of tickets. Right now, I am using categories to tag tickets, but that is limited to a preset list. Tagging spam emails to keep those from affecting the support team's KPIs would be great.
What problems is the product solving and how is that benefiting you?
The problem I am solving is keeping tickets organized and assigned to a specific team member.
One benefit I have realized is with the analytical side. Reporting is a bit clunky, but the data it gathers is amazing.
One benefit I have realized is with the analytical side. Reporting is a bit clunky, but the data it gathers is amazing.
Nice tool
What do you like best about the product?
Integrated calling. Connection to Gmail and integration with other apps.
What do you dislike about the product?
Not a very configurable tickwt system for incoming conv.
What problems is the product solving and how is that benefiting you?
We are using multiple email adresses and now we do not miss communication.
showing 2,061 - 2,070