Service Hub Professional
HubSpotReviews from AWS customer
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Everything you need… and more
What do you like best about the product?
The ability to create a multilingual knowledge base and integrate it with a chatbot in our website. That way, agents can focus on things not covered in the knowledge base and our visitors get their answers faster.
What do you dislike about the product?
There is not much documentation on how to create a chatbot from scratch if you need it to do different things as the templates they provide. The knowledge base has some customizations, but there is not much you can do to alter its look to match your brand.
What problems is the product solving and how is that benefiting you?
The main benefit is that the agents have less work to do replying the same questions over and over. Our chatbot searches the knowledge base and suggests articles to the visitors before connecting them with an agent.
A platform with potential but still a work in progress
What do you like best about the product?
The ability to tie ticketing into the Inbox feature and how easily I could set this up myself for various workflows and initiatives in our organization was excellent. The best thing about Hubspot, including the Service Hub, is how easily you can get various features set up without having an expert in the software to guide you as you might in SalesForce.
What do you dislike about the product?
After using Service Hub for a year, we encountered several bugs and missing features. We had a disastrous launch of their Knowledge Base, ultimately having to take it down and use another solution. We encountered a bug with the NPS Survey one quarter when the clone feature failed after an update. Unfortunately, the ticketing system lacks some fundamental features like the ability to customize categories. When comparing the Service Hub solution to the rest of Hubspot and other service desk solutions, it is apparent this is a new offering for them and one that needs a lot more development work.
What problems is the product solving and how is that benefiting you?
Our main goal with Service Hub was to handle customer requests within a platform our company was already using for Sales and Marketing. By doing so, we increased our ability to collaborate with these teams on initiatives we were all involved with. By tying ticketing into the Inbox feature, we could tag other teams into a workflow without them learning the ticketing Service Hub side.
Its work's as expected
What do you like best about the product?
It was easy to setup and support from hubspot was great
What do you dislike about the product?
Reporting is very limited compared to other similar products
What problems is the product solving and how is that benefiting you?
It has helped is Manage our customer and marketing team more efficiently
A decent service tool brought down by piecemeal application
What do you like best about the product?
That it integrates seamlessly with our sales and marketing operations, giving us insight into the complete customer journey as well as making sure sales knows what's going on with clients they've closed.
What do you dislike about the product?
Like most Hubspot products, the implementation is spotty at best. Features that are common in other tools are locked behind various plans for Hubspot Service, and there is no ala carte option, so you're often forced to purchase a plan that has features you don't need or will never use just to get the one feature you do.
What problems is the product solving and how is that benefiting you?
An easy to implement customer service tool with chatbot website functionality. It has made it easier to engage our customers from a support perspective.
HubSpot for managing Customer Support
What do you like best about the product?
I like how easy and user-friendly the system is and how we can share and dispatch/manage tasks within our support team. Great tool for support and marketing outreach.
What do you dislike about the product?
I would like to have folders available on the 'conversations' part of the system so we can keep emails separately for each team member or we could organize them better by subject or location.
What problems is the product solving and how is that benefiting you?
HubSpot increased our productivity and it helps us manage all queries in one place.
Integration with the mailbox is great and saves us loads of time (snippets, templates, sequences etc).
Integration with the mailbox is great and saves us loads of time (snippets, templates, sequences etc).
Hubspot is fantastic!
What do you like best about the product?
The best thing about Hubspot is how well it facilitates communication between different branches of the same organization. A ticket can be easily created in one pipeline and sent to another if necessary while keeping everything nice and organized in individual columns
What do you dislike about the product?
There isn't much to dislike about Hubspot from what I've seen. The worst part is the notifications can be a bit overboard with the default settings, but you can easily adjust these to fit your preference
What problems is the product solving and how is that benefiting you?
Hubspot is helping different branches of the same project communicate issues with one another and pass along customer issues from one branch to another, more appropriate branch in order to get the customer the help and support they need.
A great tool to manage all the activities.
What do you like best about the product?
I like all the features - the most knowledge base.
What do you dislike about the product?
I don't like working in inbox - I miss choices.
I would add the label feature so that it is more organized.
I would add the label feature so that it is more organized.
What problems is the product solving and how is that benefiting you?
I solve troubles of our customers, and some business oriented activities. It is easy to use.
Many customization options for support ticket management
What do you like best about the product?
Add custom statuses and ticket properties to manage, track and analyze your support team workflows.
What do you dislike about the product?
I currently miss an out-of-the-box feature to snooze support tickets until a future date. We currently have a workaround in place which emphasizes the advantage of Hubspot. Namely: many customization options for managing your workflow.
What problems is the product solving and how is that benefiting you?
Hubspot Service Hub enables us not to miss anything. Not a single support question or issue falls through the cracks.
Easy To Use & Overall Promising Continued Developement
What do you like best about the product?
HubSpot Service Hub is a great option for any organisation that needs customisability to fit their needs and transparency in communication across their organisation combined with a system that can be picked up and learned without the need for external support, at least very minimal support. HubSpot overall has a good community that are encouraged to contribute ideas for further development, this sees a constant stream of recommendations and improvements being suggested and then bought to fruition. We enjoy that there is this flexibility and drive for change, it has meant for us that in purchasing HubSpot we are not paying for a stagnant program, instead, we paying for a system that is constantly developing and honing its offerings.
What do you dislike about the product?
Nothing to seriously dislike yet. Inbox could use some improvement, we just use the ticketing and not the inbox itself. Wish you could easily print any emails. As mentioned, there are constant improvements being made. Rarely, but every now and then, you may find that a way you had previously been doing something needs to be changed to work with some of the updates.
What problems is the product solving and how is that benefiting you?
We have particularly enjoyed using the Knowledge Base, our website currently needs updating but with the Knowledge Base we were able to create a great additional website essentially that did not require any changes to our main website. This has been great for all our marketing communications for quick links to common questions or more blog style articles to engage our customers.
HubSpot
What do you like best about the product?
Easy way to view new and previous conversations, emails, contacts
What do you dislike about the product?
A little lag sometimes while sending messages
What problems is the product solving and how is that benefiting you?
Solving customers issues
Recommendations to others considering the product:
Have a good knowledge of the product to understand all the features
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