Service Hub Professional
HubSpotReviews from AWS customer
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Service
What do you like best about the product?
Worked well and integrated within one system.
What do you dislike about the product?
The additional fee didn't support the service.
What problems is the product solving and how is that benefiting you?
Sent out surveys and allowed us to survey our customers.
Recommendations to others considering the product:
This service works but wasn't worth the price for us.
Great support, features improving but still lacking
What do you like best about the product?
The support from the support and product team ! They're so friendly and willing to help us find solutions to our admittedly unusual usage of Hubspot at times.
What do you dislike about the product?
I wish that the performance were better at times, as we do experience some delays with showing tickets or ticket views. There are also some reporting limitations that we'd like to be addressed. The biggest blocking point for the moment for us is the Customer Ticket Portal, and despite the beta version we're still not seeing exactly what we need.
What problems is the product solving and how is that benefiting you?
We're able to better communicate with our customers, with the workflows in place and the reporting functionnalities, we're seeing better performance from our support team in terms of our SLA agreements. This means our customers are more satisfied, which we can clearly see in our CES survey :)
Recommendations to others considering the product:
I can't fault the team. They've gone above and beyond with us making sure that we get the most out of the product. The product itself may not meet all your needs, but it's rare that one product in itself does, but as I say the team has been worth its weight in gold ensuring that the limits of the product have been minimised with workarounds.
Workflow and user friendly
What do you like best about the product?
The whole process is super user-friendly and very easy to work with.
What do you dislike about the product?
Nothing much. Very rarely the server goes down hope that gets resolved.
What problems is the product solving and how is that benefiting you?
Mostly tickets and any content queries.
Recommendations to others considering the product:
Highly recommended as it is very helpful in retrieving data and also makes all the work very easy to handle.
Usability and maintaining track of things is nice.
What do you like best about the product?
Maintaining the tickets is the thing I like the most.
What do you dislike about the product?
Its UI is like of the past. We need to go through each window to see things.
What problems is the product solving and how is that benefiting you?
We maintain the deliveries through the Tickets
Great tool if HubSpot is part of your tech stack
What do you like best about the product?
The insights I get about my prospective members or existing members who may have already interacted with me helps our customer service team know how best to respond. Seeing the history of interactions, whether through email or a chatbot, gives me information that previously lived in multiple different silos. Now we keep everything in one place. We've moved from having many different tools to having one core system that meets all of our needs.
What do you dislike about the product?
We struggle with duplicate accounts created when the system doesn't recognize a user. I don't fault the system, but for us, it becomes a challenge for how to manage and merge disparate records. I also think the creation of Tickets from chat messages could be a bit simpler and use some AI to recommend various categories.
What problems is the product solving and how is that benefiting you?
Our ability to service prospective members and existing members is a mission-critical function. Previously we used multiple systems for email, chat, and call logging. We didn't have a good way of sharing to the different systems and we didn't have one view into our interactions with the user. Now we can see everything about their activity, emails they've been sent, website pages they've visited, events they've attended, and questions they've asked. This gives our team amazing insight on how to respond.
Recommendations to others considering the product:
ServiceHub is a great tool if you are already using HubSpot as part of your tech stack. It's almost a no-brainer as it integrates so well with everything else in the ecosystem. I don't know that I would start with ServiceHub if I weren't already using HubSpot but I am very satisfied with our decision and overall recommend HubSpot for CRM and marketing automation and ServiceHub
Easy to Use
What do you like best about the product?
The system is easy to use and looks very nice to the users, but it would be helpful to have some additional options. Really like the analytics too.
What do you dislike about the product?
Some enhancement suggestions to make it work better: Add a banner that users would see when they log in that we could add a daily message to and make it easy to view/not view. Right now we created an article and then publish and unpublish it. When we need it to be published, we then have to move it in the category to reorder it. Copying documents that are numbered with images, don't copy as the document was created. Trying to number the items in Hubspot with the images is quite difficult. It can be done by manually numbering items, but then the formatting doesn't look very good. Some images that have an outline/frame around them, don't copy into Hubspot with the outline. If they are copied missing the outline, there is no option to add it via formatting in Hubspot. It would be nice to have additional image formatting in Hubspot. When publishing an article to a category, they are not alphabetized - I have to manually move all the articles around within the category to put them in alphabetical order. It shows 'related articles' , but many times they are not related to the article we are looking at. A Category shows it will be live when an article is published to it, but that's not exactly true. You won't see it until you do another step to customize it and click a toggle to view it.
What problems is the product solving and how is that benefiting you?
It's allowing us to put all of our customer documents in one spot and be able to make modifications in one place. We've been able to load much more content for our users, than we had previously.
A good hub to use
What do you like best about the product?
The usebility, its easy to use and easy to search informations. |t's a pleasure to use it. Awesome SaaS
What do you dislike about the product?
Sometimes the server stay too slow, sometimes make the productivity goes down.
What problems is the product solving and how is that benefiting you?
I can have all informations in our database and I can gain a lot of time because it.
Recommendations to others considering the product:
Trust in Hubspot
Great tool & great customer service from Hubspot
What do you like best about the product?
We're using hubspot for Sales, Marketing, CRM and Service needs. Having everything in one place makes personalized customer service easy. We've also made use of some of Hubspot's APIs to integrate customer data from our web app into hubspot, allowing us to send out targeted communications to customers.
Hubspot support has always been prompt and detailed.
Hubspot support has always been prompt and detailed.
What do you dislike about the product?
Some Service features could be improved. Chat conversations cannot be automatically linked to a ticket, though you can do itmanually with a couple extra clicks. Having chats linked to tickets allows for simplified reporting.
The chat bot itself works well but could be improved to allow for a combination of Bot & Live chat in one chatflow. Right now you can have a bot OR live chat, not a bot that automatically transfers to a live agent when the question is beyond it's capability.
The chat bot itself works well but could be improved to allow for a combination of Bot & Live chat in one chatflow. Right now you can have a bot OR live chat, not a bot that automatically transfers to a live agent when the question is beyond it's capability.
What problems is the product solving and how is that benefiting you?
We're managing customer onboarding, and customer service inquiries. Having all conversations in one place under customer profile allows greater insight for our sales/customer success team. We've also used hubspot to host our knowledge base which has been very easy to manage and monitor.
Great CRM
What do you like best about the product?
Very user-friendly and intuitive for first-time users
What do you dislike about the product?
Ticket system could use improvements especially with saving emails as drafts
What problems is the product solving and how is that benefiting you?
We use HubSpot to provide client management and support in an easy and efficient manner.
Recommendations to others considering the product:
Definitely takes a while to get used to the system
Good tool for customer support
What do you like best about the product?
I like that it is integrated with our CRM and marketing site. We can see really easily what's going with customers from a sales, service, and delivery platform. I can pull up a customer and know what knowledge base articles they have read, what tools they downloaded from our marketing site, how many support tickets they've opened, which deals are in the pipeline for expansion, etc. It's great having so much rich data in one place to give the customer a great experience.
What do you dislike about the product?
I wish the conversations inbox worked a little better with the tickets.
What problems is the product solving and how is that benefiting you?
We are using it to provide self-service and support for our customers as we scale.
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