Service Hub Professional
HubSpotReviews from AWS customer
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It's good, but it is lacking in letting others know what is happening
What do you like best about the product?
The best thing is the organization of the tickets and how they are easy to find.
What do you dislike about the product?
I do not like that you can't see who is viewing a ticket in lie time. That would be really nice. I was used to seeing that in a program called ZenDesk. We can only lsee the owner of tickets and it is important to be able to see who is currently viewing a ticket ifor customer and restaurant support for the company that employs me. There is also a lack of a space for a company to have macros so they can easily send e-mails to people without agents having to look things up.
What problems is the product solving and how is that benefiting you?
I am solving problems about restaurants needing menu updates, hour updates, and answering what has happened about past orders from the restaurants.
Recommendations to others considering the product:
It is not good if you need to see who is viewing a ticket (e-mail) in live time. However, the organization of the tickets is pretty good. The search feature is good.
Service Desk
What do you like best about the product?
I like having a holistic view of the customer, from CRM to service desk, all in one place.
For service desk, the ability to create properties that are specific to our needs, and the flexibility that comes with that is important.
For service desk, the ability to create properties that are specific to our needs, and the flexibility that comes with that is important.
What do you dislike about the product?
We tried automating our actions and creating an workflow that would automatically send an email to a customer that hasn't responded in a couple of days. It does not allow us to add a personalization token to bring in information about the ticket. The email looks generic and customers didn't know what ticket it referred to. What would be great is an automatic response added on to the ticket itself to send out to customers to follow up.
The mobile experience is also not great, to be able to answer tickets on mobile.
I also wish it would suggest articles when a customer is creating a ticket.
The mobile experience is also not great, to be able to answer tickets on mobile.
I also wish it would suggest articles when a customer is creating a ticket.
What problems is the product solving and how is that benefiting you?
We have a 360 view of the customer. We are also able to escalate tickets easily to other members of the team.
Aside from that, I use HS to track our onboarding clients to give us metrics on how long it took them to onboard. This is beneficial to have everything in one place, and be able to report on them.
Aside from that, I use HS to track our onboarding clients to give us metrics on how long it took them to onboard. This is beneficial to have everything in one place, and be able to report on them.
Honest Feedback
What do you like best about the product?
I think the UX of the survey tool is good. I also like that a static list can be uploaded to HS as opposed to doing an export.
What do you dislike about the product?
It would be nice if you could run a survey campaign instead of each send being a separate instance. I resend NPS surveys 3 times one week apart. When I do this, it counts each send as its own survey and then I need to do my own calculations based on all 3 sends. If there was a campaign mode that would capture each effort as one survey that would be amazing.
What problems is the product solving and how is that benefiting you?
Hubspot is challenging to use as a CRM for Customer Success. It would be cleaner to capture relevant information manually opposed to each interaction being auto-logged. Our Sales team uses the information differently and the basic set up of the information is dependent upon how well they enter it all into the account profile. It is really messy by the time CS gets it. It is a huge chore just to go in and make sense of what they have done.
Most thorough platform ever
What do you like best about the product?
Hubspot helps me keep track of all our customers' requests, manage collaborative inboxes, integrates wonderfully with google, zoom, and several other tools.
What do you dislike about the product?
Nothing really. Everything we need as a company is there.
What problems is the product solving and how is that benefiting you?
Keeping track of tickets (service requests), assigning them to employees, and measuring their performance.
Recommendations to others considering the product:
this is the platform needed to control your customer experience. It's a no brainer.
Amazing Service
What do you like best about the product?
It is just so convenient. Everything is in one place!
What do you dislike about the product?
Not much to dislike. Does take a getting used to but once you get the hang of it, your gold!
What problems is the product solving and how is that benefiting you?
Great resources to track and store information.
Recommendations to others considering the product:
Give it a try, was new to it but it turned out amazing!
Best CRM as compared to Zendesk and Freshdesk
What do you like best about the product?
1. Ease of creation in workflow.
2. Automated Email.
3. Dashboard creation to provide proper insight
4.Helps in creation of multiple pipelines.
5. Works well with WhatsApp integration
6. Create Chatbot with ease
7. No limit in creation of workflow
8. Hubspot comes with an in built service request section
9. Easy to use marketing Platform
10.Easy to create Marketing emails.
11. Faster page response.
12. Knowledge base section.
13. Content Management system
14. We have an option for personalisation
2. Automated Email.
3. Dashboard creation to provide proper insight
4.Helps in creation of multiple pipelines.
5. Works well with WhatsApp integration
6. Create Chatbot with ease
7. No limit in creation of workflow
8. Hubspot comes with an in built service request section
9. Easy to use marketing Platform
10.Easy to create Marketing emails.
11. Faster page response.
12. Knowledge base section.
13. Content Management system
14. We have an option for personalisation
What do you dislike about the product?
1. Hubspot CRM gets expensive on addition of Addons.
2. Mail merge option is not readily available.
3. Dependent field not available on create ticket form
4.Creation of multi step form is not available
2. Mail merge option is not readily available.
3. Dependent field not available on create ticket form
4.Creation of multi step form is not available
What problems is the product solving and how is that benefiting you?
1. Smooth transition of tickets across departments through multiple pipelines
2. Clarity on Ticket stage
3. Clarity on Age of Ticket
4. Workflow creation for property setup or whatsapp or chatflow
2. Clarity on Ticket stage
3. Clarity on Age of Ticket
4. Workflow creation for property setup or whatsapp or chatflow
Recommendations to others considering the product:
Hubspot CRM is one of the CRM available which will complete all your needs and wants based on Lead generation and management.
It will help you to organize, manage and nurture your leads and customers.
It will help you to organize, manage and nurture your leads and customers.
Complete customer service site for all your business needs!
What do you like best about the product?
HubSpot is a Fast and Easy way to get customer feedback and give customer support. It helps keep customers from falling through the cracks, and keeps all of your needs in one location. The management aspect of all of the service and feedback options is also very well laid out and easy to use.
What do you dislike about the product?
There really aren't many downsides to using HubSpot. It meets all of our needs.
What problems is the product solving and how is that benefiting you?
HubSpot is helping us to provide the best customer service possible. This year has led to some supply chain issues within our industry, and HubSpot has helped us manage this problem with customer feedback and connection.
Recommendations to others considering the product:
HubSpot is a complete resource for all of your business service needs.
Solid All Around Tool with Great Service
What do you like best about the product?
How well the support interacts with me when I am attempting to work with the system to accomplish something.
What do you dislike about the product?
The way emails are displayed within tickets. They are very difficult to read in large doses if you are reviewing an issue that might have 5-20 emails in it. A feature that allowed to pop the entire email chain out in its own window would be excellent.
What problems is the product solving and how is that benefiting you?
Ticket tracking and data. Views into productivity and call drivers. The automated options and the way they can move tickets around.
Great asset to my organization
What do you like best about the product?
HubSpot keeps communication streamlined, tasks organized, and does it all in a user-friendly interface
What do you dislike about the product?
Truthfully, I have not had a single issue using HubSpot
What problems is the product solving and how is that benefiting you?
HubSpot keeps me organized and keeps my day’s tasks in a single place allowing me to stay centered and drive my full attention to each task.
HubSpot Service Hub is a fundamental tool to provide excellent service and support to our customers.
What do you like best about the product?
The ticket tool and knowledge base. I really like being able to automate my entire service process.
What do you dislike about the product?
Not being able to automate with users who are not pro.
What problems is the product solving and how is that benefiting you?
I am automating tickets with internal and external clients. The main benefits are that I can automate and organize all service requirements.
Recommendations to others considering the product:
HubSpot Service Hub is a great tool for automating and providing excellent customer service and support.
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