Service Hub Professional
HubSpotReviews from AWS customer
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hubspot is awesome
What do you like best about the product?
GUI and integrations are really good. We have so many options to change the view
What do you dislike about the product?
nothing for now, just started using it weeks ago
What problems is the product solving and how is that benefiting you?
We were using salesforce earlier but now migrated to hubspot and managing day to day ticket activities
Service Hub provides multiple use cases (onboarding, support, post-launch) and is easy to navigate.
What do you like best about the product?
I ilke having the option of creating multiple pipelines.
What do you dislike about the product?
Difficulty of creating related reporting.
What problems is the product solving and how is that benefiting you?
Onboarding, support, and post-launch ticket organization/tracking. Building our knowledge base to provide additional resources to our customers.
Recommendations to others considering the product:
You can utilize the Ticket system to help track/organize other areas of your business, not just support tickets.
Hubspot Web client is great, the mobile app could be better
What do you like best about the product?
Logging emails so I can go back and see what interaction we've had with clients.
What do you dislike about the product?
No service ticket section in the moblie app
What problems is the product solving and how is that benefiting you?
Keeping clients straight and logging emails from them.
Keeping your customers and leads engaged and informed.
What do you like best about the product?
Workflows for the onboarding process. You are able to customize the engagement points and guide leads or customers to the best information for them. All with great tracking experiences to make sure each lead or customer is engaging properly and flowing through easily.
What do you dislike about the product?
At some point, you will have to use outside apps to connect. Hubspot is great at keeping everything under one roof, but the customizable efforts with other technology can get bumpy. If you don't use their services (mail, website, landing pages, form, etc) for everything it can become a challenge to navigate how to get everything to flow easily together, but with some effort on your end, it can be done.
What problems is the product solving and how is that benefiting you?
We have realized that the engagement from our customers with our actual content meant to inform them past the initial meeting was lacking. So we utilized the service knowledge base and the workflows to assure that once customers are officially changed from lead to customer gets to have a steady inflow of knowledge base articles based on the projects they have submitted to us. Our incoming questions have started to subdue and freed up a lot of time for our review professionals to do their job instead of answer the same questions over and over again.
HubSpot is the tool to go.
What do you like best about the product?
Centralized information. You can add as much properties needed to track a your data.
What do you dislike about the product?
You need to pay to get a lot of the services. Would be nic to have a more flexible process.
What problems is the product solving and how is that benefiting you?
Centralized tickets information from users request. Tracking of bugs and their solving process, user information and data tracking on their profiles for other agents.
Recommendations to others considering the product:
Chat service is amazing but it isn't the stronger part of Hubspot making it a big IF for you.
Not a great ticketing system, but it brings service to the same CRM as sales & marketing.
What do you like best about the product?
I like that it enables us to have the service team in the same CRM with the same visibility as sales and marketing. It allows us to support the CRM needs of all the departments in one place without jumping between as many disjoint systems.
What do you dislike about the product?
HubSpot Service is a very poor ticketing system with limited functionality and reporting. The UI is not conducive to the work, and many of our solutions must be cobbled together. HubSpot has very limited reporting, which presents a challenge not only in Service Hub, but in the broader software suite. The demo we received from HubSpot for Service Hub was not helpful. HubSpot was for the longest time unable to do addition and subtraction and only recently solved this with Operations Hub, which is partially a paid add-on. We still use Zendesk for ticketing. Operations Hub included a Zendesk integration, which we were hoping would allow us to sync data back and forth between Zendesk and HubSpot as advertised. Unfortunately, after time spent troubleshooting and on the phone with support, our team could not get the data sync to work as advertised. While this is a review of HubSpot Service, I mention Operations Hub because we were told it would include features that we would have wanted just for Service Hub to be a fully functional solution.
What problems is the product solving and how is that benefiting you?
We wanted to have our service team out of Gmail and into a central CRM with visibility into the history behind and relevant data of every client. We will be able to accomplish that, but we will not be able to bring the entire department into HubSpot Service because of its limits as a ticketing system.
Recommendations to others considering the product:
Only consider it if you already have Sales and Marketing in HubSpot.
Great CMS platform to use. Simplifies and automates a lot of tedious tasks
What do you like best about the product?
I like the fact that when my customers email into the support line, it will automatically create a support ticket
What do you dislike about the product?
At the moment, I am exploring the platform and don't find much to dislike
What problems is the product solving and how is that benefiting you?
I am working within a smart locker company, and I support residents with missing parcels. Tickets are time-sensitive, so the fact that a support ticket comes and gets logged with all information provided is convenient and assists me in being efficient within my role
Great way to communicate with team on client action items individually, and link them to larger deal
What do you like best about the product?
I think the best aspect of the service is how it brings communication between our engineering, client service team, and sales team together by allowing us to link tickets to companies and specific deals with those companies. Having this as a source of truth and medium of communication helps keep my team organized and provides beneficial transparency into what's happening across service functions. Another significant advantage it gives is that its documentation allows us insights into our own performance allowing us to identify areas where we can work to improve.
What do you dislike about the product?
I do not have many complaints, but I do wish that linking a ticket to a deal would be available in the ticket creation menu rather than only linked up post-ticket creation.
What problems is the product solving and how is that benefiting you?
We have been able to make hubspot the source of truth for our organization. The Service Hub specifically has been the primary medium through which I as an account manager interact with my product and engineering teams, relaying requests from the front lines of client service.
The perfect business tool!
What do you like best about the product?
I love that I can keep track of all of our customers and set tasks to follow back up with a client. This makes it easy to keep track of where they are in the process and never miss out on a client interaction.
What do you dislike about the product?
They used to have a feature where I could start tickets, set tasks, and email from the inbox and now I have to actually go into their record.
What problems is the product solving and how is that benefiting you?
We use Hubspot for a lot. We use it fir marketing emails, customer interactions such as emails and chats, automation, notes, meetings, landing pages, forms and surveys, knowledge articles, etc.
Great and easy to learn!
What do you like best about the product?
It's so helpful to have everything you need right in one place when you're constantly talking to customers through various channels.
What do you dislike about the product?
The new update shrinks many of the notes taken, makes it harder to access information.
What problems is the product solving and how is that benefiting you?
I often have to resolve or pass customers through to another level quickly, and HubSpot allows me to do this efficiently. Having tickets and deals easily accessible is critical when taking support requests. Additionally, the sequence feature took off quite the load of my job by automatically reaching out to customers.
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