Service Hub Professional
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Designed for internal teams
What do you like best about the product?
Straigth-forward usage with integrated suite of tools. Chat works great.
What do you dislike about the product?
When you scratch the surface you start to find out that Service Hub lacks quite a lot of features. We are a small software provider and with our limited needs for service desk software the limits are apparent. Ticketing works somewhat, but situations where we would need to escalate certain issue to several teams (ie. subcontractor for physical installations + internal development team) we can have several tickets to follow-up on. Knowledge base is quite handy, but lakcs a lot of the look-n-feel settings of rest of the Hubspot CMS.
What problems is the product solving and how is that benefiting you?
We arrange customer support using Hubspot Knowledge base, but had to stick to Jira with ticketing. KB is good, chat is good, but for ticketing Hub lacks features and we needed to stick with Jira :(
Recommendations to others considering the product:
Roll-out is quite easy, so have a test period of 30-60 days to see if it's features fit your needs.
Hubspot Knowledge base
What do you like best about the product?
Was looking for a feature to build up our knowledgebase (KB) and FAQs without switching to a third-party tool. Hubspot support pointed me to their new KB feature which turned out to be exactly what I was looking for. It's pretty simple and straight forward to get started, that the entire KB was live in under a day. I was also able to customize it enough to align it to our brand theme pretty quickly. Also it's super SEO friendly
What do you dislike about the product?
Look forward for more templates and ability to customize templates and layouts.
What problems is the product solving and how is that benefiting you?
A place we could answer all questions, frequent or less frequent, asked by our customers. Some options were to build our own feature which could be reinventing the wheel. Other options we looked at were using third party tools like zendesk, freshdesk etc, which would pile up another service to be managed frequently and an overhead for the team.
Recommendations to others considering the product:
I already loved Hubspot and their support team for such quick responses and a wonderful easy to use wholesome produce that solves multiple needs for our business. Having the Knowledge base feature available within this ecosystem was adding many cherries on the cake.
It is a one stop solution for all crm activities
What do you like best about the product?
Hubspot is very user friendly, it was so easy for me and my team to publish our help articles through hubspot knowledge base.
What do you dislike about the product?
Nothing to dislike so far! I enjoy using hubspot to stay on touch with my customer through live chats
What problems is the product solving and how is that benefiting you?
1.instant response to our clients.
2.queries regarding our product and services.
2.queries regarding our product and services.
Good Solution for Small Organizations.
What do you like best about the product?
Easy integration with the Knowledge base.
User friendly interface.
Helpful support team.
User friendly interface.
Helpful support team.
What do you dislike about the product?
I personally did not find anything to dislike.
What problems is the product solving and how is that benefiting you?
Complete end to end CRM Solution for service industry.
Solid helpdesk solution within the HubSpot ecosystem, probably not a standalone option.
What do you like best about the product?
- Easy to write good looking content, with limited (but enough) formatting options which force a consistent look and feel.
- Strong search function
- Good multimedia options
- Ability to write 'primary' & 'secondary' articles
- Account interactions are all easily measured within HubSpot
- Strong search function
- Good multimedia options
- Ability to write 'primary' & 'secondary' articles
- Account interactions are all easily measured within HubSpot
What do you dislike about the product?
- Front-end templates are too rigid
- Can't place links to draft articles
- Category/Article management is harder than it needs to be
- Limited integration with other HubSpot features (eg: ability link to articles in emails responses)
- Can't place links to draft articles
- Category/Article management is harder than it needs to be
- Limited integration with other HubSpot features (eg: ability link to articles in emails responses)
What problems is the product solving and how is that benefiting you?
Problem being solved:
- Providing a Self-Service knowledge base for Onboarding & Customer Service
Benefits:
- Quicker CS response times
- Providing a Self-Service knowledge base for Onboarding & Customer Service
Benefits:
- Quicker CS response times
Hubspot makes my small business life easier
What do you like best about the product?
The support team are quick to help and even prepare a video explaining how to do things, and the tool itself has so much flexibility and power to tackle most of the automation I need
What do you dislike about the product?
We have his a few bugs or features that work in ways we don't like - however silver lining is we can always find a workaround.
What problems is the product solving and how is that benefiting you?
We needed a central CRM for a small team of 3 at the time, we migrated to HubSpot and found that most of our other SaaS tools could be replaced with other HubSpot features. We use it for knowledge base, blog, client email, ticket tracking now.
It's a helpful app
What do you like best about the product?
Assigning tickets is helpful. Chat is faster. Able to assign the companies to my customer support team without any hassle
What do you dislike about the product?
I do not receive email notifications if my team mentions or tag my name
What problems is the product solving and how is that benefiting you?
Customer queries. Employer's portal
Recommendations to others considering the product:
Awesome tool for the customer Success or customer service role
Quick and satisfactory resolution within time
What do you like best about the product?
I was facing the issue on hubspot due to that i was not able to assign the tickets to myself.
I escalted this issue to hubspot team and within 24 hrs they resolved my issue.
It is very much aprricatied and thanks to hubspot team for your quick resolution. For issue resolution time i can given 5/5 rating.
With hubspot tool i can see my all day to day activities and work effeciency , this is very much help full to me.
I escalted this issue to hubspot team and within 24 hrs they resolved my issue.
It is very much aprricatied and thanks to hubspot team for your quick resolution. For issue resolution time i can given 5/5 rating.
With hubspot tool i can see my all day to day activities and work effeciency , this is very much help full to me.
What do you dislike about the product?
Till now i did not faced any issue other than issue which i reported. My reported issue also got solved properly within 24 hours
What problems is the product solving and how is that benefiting you?
Was facing issue in ticket assignment.
Great platform for your team, everyone would easily like it, and user-friendly!
What do you like best about the product?
It's easier to work with your colleagues and manage tasks for your team. Goodbye spreadsheet as everything can be managed inside Hubspot. Emails, tasks, tickets are easily accessible per client or contact. Marketing and projects can also be set for everyone in the organization to access. Most of all, Hubspot is user-friendly, it's not hard to train your colleague on using this.
What do you dislike about the product?
If there's one thing I think needs improvement it's when working on tickets. Every time there are new replies, the ticket doesn't go on top of the list so you don't easily see if someone replied. It would be convenient if you see those who have recent replies on top regardless of when the ticket is created.
What problems is the product solving and how is that benefiting you?
We're solving clients' schedules for private and group classes. Given that you can associate any new tickets or emails to a contact it's easier to track the history of conversation you had with the client.
Streamlined to Perfection
What do you like best about the product?
The best part of the service hub has been the collaboration between teams and team members it allows, as all of our staff can view the service hub tickets and immediately know what art of the process it is at.
What do you dislike about the product?
It does create additional notifications (and email notifications) which can quickly clog up your inbox and make you lose track of the actual ticket.
What problems is the product solving and how is that benefiting you?
We are currently solving any client issues with the ticketing system, from billing requests to major admin changes.
As I mentioned, it allows us all to collaborate on the tickets and see exactly what stage we are at within the process at a glance.
As I mentioned, it allows us all to collaborate on the tickets and see exactly what stage we are at within the process at a glance.
Recommendations to others considering the product:
Have an email filing system in place which automatically files away any HubSpot service emails. As with more staff working on more tickets, you will soon have hundreds and hundreds of emails from a single month.
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