What do you like best about the product?

I enjoy the ease of plugging in templates for quickly responding to simple and common requests. I also enjoy that HubSpot keeps a record of your stats as a representative. You can know how long it takes you to reply, how many tickets you have answered, etc. They also have a dedicated space to offer new ideas.

What do you dislike about the product?

1) The website is sometimes slow to do simple things (regardless of your internet speed). For instance, tickets are meant to auto change status once you have answered them. They do, but it can sometimes take 15+ seconds.
2) To close out of a ticket and move to the next one, it can take between 10-20 seconds. This is something you are doing 100's of times a day and should only take a second or two.
3) While they do have a dedicated space to offer new ideas, they have been slow to respond to them. Unless the idea revolves around marketing, which to be fair, seems to be HubSpot's niche.
4) The font Hubspot uses is very inconsistent, this is pretty annoying. It will auto change my font going between templates and responses.
5) Changing font is clunky inside of customer responses. The toolbar they have is not very extensive.
6) HubSpot does not recognize returning customers unless they respond to the same email chain. Often times customers will send many inquires in the hope to be helped faster. This is frustrating as they get assigned to many different reps.
7) There is no undo button after you send an email. Gmail has this feature and it is a lifesaver, a simple 2-5 second window to take back your action.
8) Searching through tickets is a pain. In the ticket section of Hubspot, there is a search bar in the upper left-hand corner. Ideally, you would type a customer's name or email, or portion of the conversation and find them. This is not the case. You will almost never find a customer doing this. I have only had success searching the exact subject line of a conversation.
9) HubSpot has a feature where you can Merge tickets together if they are from the same customer. This would be helpful if the search function worked. The search function is however a pain in the butt as described in 8, making merging a huge pain.
10) Often times we will get spam sent to our inbox. HubSpot has a function to help protect you from spam, but in using that feature we found that some customers were being missed. So we turned it off.
11) Because of 10 we need to delete tickets daily. This is not that big of a deal, however, when you delete a ticket in the ticket section of HubSpot it will remove you from your search filters. Generally speaking, you will always have one search filter on, that filter will be "my tickets." Thus, every time you delete a ticket, you must re-apply your filter so that you can go back to answering your tickets. Not the biggest deal, but it is a waste of time.

What problems is the product solving and how is that benefiting you?

I use this as an active customer service representative. I have answered over 4000 tickets using HubSpot. There is a whole other side of HubSpot used for marketing, I do not have anything to say about this, as I have not used it.

Recommendations to others considering the product:

It is a great service with room to improve. HubSpot is actively trying to become a better and better service. As a customer service rep, however, it has become clear that while HubSpot has a pretty solid customer service interface, its main goal is marketing. HubSpot is a great, usable service, but I think they will be slow to implement updates for the customer service side of things as I mentioned, it is not their focus.

What do you like best about the product?

Having a Service hub integrated with our CRM is highly convenient. It allows for a deeper understanding of our customers by using data across objects (companies, contacts, deals, etc.). Example: knowing what the ARR of a customer is and how often they contact Support helps to identify and classify customers based on the business need.

What do you dislike about the product?

There are definite limitations to the platform. Two examples are the inability to create dynamic categorization for tickets (category/sub-category) and the inability to turn off company auto-association to tickets. If a company is manually assigned to a ticket, that should override what HubSpot tries to do (similar to how Hubspot Insights works).

What problems is the product solving and how is that benefiting you?

We have an uncommon setup where we support our customers and their customers as well since they also use our software platform. We use Service Hub not only to create tickets for questions and issues but also to gain a better understanding of the pain points our customers (and their customers) experience and pass that information on to those that can act on it.

What do you like best about the product?

API usability, where i can read the well-organized documentation to implement solutions independently using Hubspot API

What do you dislike about the product?

Data processing in Hubspot is slow. when i create a contact it takes 15 sec to make it searchable

What problems is the product solving and how is that benefiting you?

We are solving customer engagement analysis with Hubspot. Recording the conversation and logging the time the call was done

What do you like best about the product?

We use the chatbot to give customers immediate feedback and pre-filter requests by category which helps the service team to automate the process and assign tickets to the right person. Overall, great all-in-one customer success suite for ticketing, help center and chatbots.

What do you dislike about the product?

Format of feedback surveys is quite limited

What problems is the product solving and how is that benefiting you?

Centralizing all customer success, sales and marketing data in Hubspot. Before we switched to Hubspot service hub, we used different tools for each funnel.

Recommendations to others considering the product:

Integrating the Hubspot Service hub with the Marketing and Sales hub is a great way to centralize all customer data in one place.

What do you like best about the product?

The Tickets control by pipelines is a great feature, and combined with the knowledge base and the online chat we can maintain a great team of people that are really focusing on giving the customer an amazing experience.

What do you dislike about the product?

In the inbox feature you could enable something that allows us to insert a Signature. I know that the feature in more like e "conversation" kind, so it wouldn't be necessary, however, we also use it as an email inbox, so it'd be great to have the option to include Hubspot's registered user signature.

What problems is the product solving and how is that benefiting you?

Service Hub has helped us to apart some processes that initially were together, and as the company grew, it didn't make to continue with everything together. Everything is more connected than ever inside Hubspot, and this gives us power to grow rapidly because we don't lose much time looking for pieces of scattered information.

Recommendations to others considering the product:

Try to figure out everything you can do with Service Hub, and I'm sure you'll find out some amazing features you weren't expecting.

What do you like best about the product?

What I like best about HubSpot Service Hub is its seamless integration with other HubSpot tools, making it incredibly convenient to manage customer interactions, tickets, and feedback all in one place. Plus, its user-friendly interface and robust features empower our team to deliver exceptional service and support efficiently.

What do you dislike about the product?

One potential downside of HubSpot Service Hub is its pricing structure, which can be prohibitive for smaller businesses or those on a tight budget. Additionally, while the platform offers a comprehensive set of features, some users may find certain advanced functionalities lacking compared to more specialized customer service software solutions.

What problems is the product solving and how is that benefiting you?

HubSpot Service Hub addresses the challenges of managing customer support and service operations by centralizing communication channels, ticketing systems, and customer data. This streamlines our customer service processes, enhances communication efficiency, and improves customer satisfaction. With HubSpot Service Hub, we can easily track and resolve customer issues, provide timely support, and cultivate stronger relationships with our clients, increasing loyalty and retention.

What do you like best about the product?

How easy it is to navigate , the support from the hubspot team

What do you dislike about the product?

We have used hubspot for less than a year and i have not found anything that i dislike yet

What problems is the product solving and how is that benefiting you?

Tickets are valuable and easy function

What do you like best about the product?

The contact association! It has been super helpful transitioning from Zendesk.

What do you dislike about the product?

The inability to bulk update ticket fields. This was a feature in Zendesk that we used often.

What problems is the product solving and how is that benefiting you?

We are working with Marissa (Account Manager) to figure out how to better report on our usage of Knowledge Base articles in tickets (interactions with customers)

Recommendations to others considering the product:

It is well worth it - especially if your Marketing and Sales teams are also using it.

What do you like best about the product?

I like that it keeps record of all emails relating to that one person together

What do you dislike about the product?

The amount of questions that we need to fill out in order to close a ticket

What problems is the product solving and how is that benefiting you?

Problem will be that it needs to highlight when someone replies to an email

What do you like best about the product?

HubSpot is straightforward and easy to navigate and provides helpful sales and software training. And, for those like me who are quick to dive in before completing training, it was fairly easy to learn how to use. The filters and automations were confusing at first, but once I tinkered with both enough, it became clear the logic and reasoning behind it all. There are a plethora of options when it comes to organizing, categorizing and tracking contacts and communications, so I am beyond content with how HubSpot has worked for me and my workplace's uses. Not to mention, so much of what we track in HubSpot is customizable - we can make it work for us! Lastly, I see that HubSpot is actively and frequently providing additional integrations with things like Docusign and WhatsApp. This has been invaluable for us!

What do you dislike about the product?

Sometimes, notifications get lost. This concerns the Notes capability - my team and I find that assigning Tasks is a far more effective way to convey information we are unable to pass on in real-time. This is because Tasks are found not only on individual records but also in a running list on one page. Notes and tagging my teammates in them are easily lost. I wish tracking "Notes" was slightly more convenient! Other than that, it is a rather helpful feature.

What problems is the product solving and how is that benefiting you?

My team and I use HubSpot to build and maintain relationships with our contacts - we're entirely focused on the relationship and HubSpot's Inbound methodology has shaped and improved our efforts. What benefits AREN'T there? It is next to impossible to let a contact fall through the cracks if we are making full use of the features and tools HubSpot provides. The various default filters - such as "Last Contacted Date" - shed light on the leads we need to contact. Not to mention, some of the more recent improvements with the deal pipelines. There was an update that grayed out deals in the pipeline that were going cold. Having a visual reminder like that provides some excellent accountability within the team. And then the HubSpot Academy...my goodness, there is so much information at my fingertips! I did not come from a sales or marketing job before my current position, so there was quite a bit of room for growth. HubSpot made it possible for me to begin wrapping my mind around sales-speak and gave me a fighting chance at succeeding in building and maintaining customer relationships.