Service Hub Professional
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HS Service Hub allows us to know what are existing & potential customers actually feel about us!
What do you like best about the product?
We use the survey feature in emails as well as on our website and it has given us immense insights into what our customers love about us and what more they are asking for. This allows us to take immediate action on most-requested features. This feature has helped us in improving the user-experience a lot
What do you dislike about the product?
Will be great if we can use all type of surveys on the website
What problems is the product solving and how is that benefiting you?
Problems we are solving:
-Lack of two-way conversations with the customers
-Adapting strategies based on customers' feedback
-Lack of two-way conversations with the customers
-Adapting strategies based on customers' feedback
Highly Recommend HubSpot Service Hub
What do you like best about the product?
The ability to view a customer's actions within marketing and service enterprise levels.
What do you dislike about the product?
It's difficult to have a clear chain of sending return requests to the appropriate service hub member, but I think we were able to find a workaround about that thanks to our support person Allison.
What problems is the product solving and how is that benefiting you?
We're able to find the disconnect between our service contacts and our marketing contacts and are now successfully segmenting lists based on buyer's behavior.
Promising
What do you like best about the product?
I like that I'm able to integrate the knowledge base articles and chat bot on my help center website. I like being able to support different ticketing pipelines. I enjoy the fact that tickets are associated with company records which helps give a 360 of how a customer is doing.
What do you dislike about the product?
I don't like the separation of the chatflows from the ticketing pipelines, it's not easy to tell when a new chat is in, even with the notifications. I don't like that I can't precisely pinpoint who I want to send a survey to without several filters, and even when I add the right filters I still might get a list with 0 records. I think the service hub is missing a customer success component.
What problems is the product solving and how is that benefiting you?
Hubspot service hub is helping us keep track of customer service requests, feature requests, and bug tickets. It's helping us organize customer information and customer feedback all in one place.
Great software to manage service and support functions
What do you like best about the product?
Hubspot provides an easy to navigate platform that does not require coding or a software engineer to tailor. It has many integrations and provides a full view of the customer's journey.
All the bells and whistles are there, too. It has chat, email templates, surveys, and fully integrates with the rest of your business. I highly recommend checking it out!
All the bells and whistles are there, too. It has chat, email templates, surveys, and fully integrates with the rest of your business. I highly recommend checking it out!
What do you dislike about the product?
It would be nice to have a few more options to customize the software. However, there is always a work around and Hubspot support is VERY responsive! You can chat with them at any time.
What problems is the product solving and how is that benefiting you?
We use Hubspot to it's fullest. It helps us support our customers quickly and easily see their customer journey.
Does the job - but could still do with some improvements
What do you like best about the product?
Integrated solution with the rest of our tech stack, great support service from Hubspot chat
What do you dislike about the product?
lack of configurability of knowledge base. ticket dashboard could be arranged more intuitively - it's fine if you have a power user in there all the time, but less good if you have a number of users who dip in and out of the feature
What problems is the product solving and how is that benefiting you?
support tickets, knowledge base articles, automated tickets
Recommendations to others considering the product:
If you need an integrated solution, Hubspot is great - I wouldn't use Service Hub if this is the only service you buy from Hubspot (i.e. no sales, marketing etc)
Makes managing tickets and creating help articles a breeze
What do you like best about the product?
I like how easy it is to create and organize different help articles in our knowledge base, which is frequently updated
What do you dislike about the product?
I wish there were more options to filter the inbox/conversations as we use them like tickets
What problems is the product solving and how is that benefiting you?
We are able to easily manage any issue our customers are encountering, and notify the appropriate team member to help
Useful and easy to navigate
What do you like best about the product?
The ease of it. Everything is pretty straightforward and easy to navigate. I like how easy it is to place the NPS score on your own website.
What do you dislike about the product?
I wish there was a feature where customers could rate their chat experience. I also would like it if I could see the customers feedback inside the customer profile instead of having to navigate to the feedback surveys page.
What problems is the product solving and how is that benefiting you?
The ticketing system is very beneficial to bridge the gap between my service department and our dev office. The NPS score banners are incredibly helpful!
Recommendations to others considering the product:
You get what you see, which is nice. And the help forums are wonderful- so many contributors, it's easy to find the answers you're looking for.
Service Hub increases Customer Success efficiency
What do you like best about the product?
Templates. We have crafted multiple templates via conversation that our entire team can utilize due to the personalization allowed.
What do you dislike about the product?
We cannot customize surveys. This would allow us to compile all user feedback in one place vs setting up multiple integrations and/or manual workflows.
What problems is the product solving and how is that benefiting you?
I can better manage multiple accounts at once by setting up tasks with automated reminders vs working out of my inbox.
HubSpot is a one-stop shop!
What do you like best about the product?
My favorite features are the Knowledge Base and HubSpot Academy. You can create support material for your business and learn how to improve all in one place!
What do you dislike about the product?
HubSpot could expand on Knowledge Base Insights. I love seeing how our customers are using our content.
What problems is the product solving and how is that benefiting you?
With the HubSpot Service Hub our customers are learning to self-service themselves! With the tools available for them to understand our platform, they are able to answer their own questions, without having to use our help line as often.
Recommendations to others considering the product:
HubSpot Service Hub is truly not just a CRM, it is a one-stop shop for improving your business and helping your customers.
Transformed the way we have scaled our start-up
What do you like best about the product?
Whatever it is that we want to do, we can be sure that Hubspot will be able to do it and the helpdesk supports us in doing it. It has helped us to be strategic in setting up a customer management system and fully integrated with all our marketing, sales and onboarding process. When we started our business we were teachers, but hubspot has helped us to learn how to manage our customers, marketing and sales effectively and efficiently from the start. It has helped us to embed processes that work as we have expanded our teams.
What do you dislike about the product?
There's a lot to use and it takes time to set up properly, but is worth doing!
What problems is the product solving and how is that benefiting you?
Articles to support customers get started with our platform and start answering questions they might have.
Recommendations to others considering the product:
Invest time to set it up properly from the start. Make sure you organise your customer/ company properties, and campaigns from the start. When they copy your current websites to make templates for email, marketing, landing pages etc. make sure your current website is how you want it to be. It will save you on having to spend more to update your templates later.
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