Service Hub Professional
HubSpotReviews from AWS customer
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Powerful and easy way to support and manage your clients.
What do you like best about the product?
Allows us to track all of our interactions with a client and ensure that nobody is slipping between the cracks. The interface is easy to use and yet is contains powerful reporting and "if this, then that" functionality. The knowledge base feature helps us support clients through every stage of their lifecycle.
What do you dislike about the product?
I wish that I could add a ticket to user account within the Inbox.
I wish that I had more styling options when writing an article. I like the unity that comes with only using "headings" but I wish I could modify things more.
I also wish I could hide the "login" button in the nav bar, this confuses a lot of our users.
I wish that I had more styling options when writing an article. I like the unity that comes with only using "headings" but I wish I could modify things more.
I also wish I could hide the "login" button in the nav bar, this confuses a lot of our users.
What problems is the product solving and how is that benefiting you?
We needed to provide help articles for our clients guiding them through onboarding and teaching them how to best use our platform.
Doing so has helped us to reduce the size of our support team and provide our clients with an answer faster.
Doing so has helped us to reduce the size of our support team and provide our clients with an answer faster.
Recommendations to others considering the product:
If you are using Live Chat, for the first while, log the types of questions you are being asked. After a while you will notice trends and you can set-up some "if they ask this, show them that" logic. This allows you to suggest help articles or redirect the customer to one of your team member who can best help them out. It also also allows you to identify new deals and sales leads that filter in.
Great for SMBs looking to consolidate growth tools
What do you like best about the product?
Customer success, sales and marketing can work out of the same common tool. A single point of truth for contact and company information is very helpful to break down silos that traditionally exist when you use a CRM tool, customer ticketing/chat tool, and marketing tool. We were able to consolidate many of our tools into one using HubSpot. This is very helpful as a startup, where we need to communicate quickly and clearly among other teams. It's also relatively easy to set up performance dashboards, add custom fields to tickets, and set up a knowledge base.
What do you dislike about the product?
While HubSpot is a jack-of-all-trades, there seems to be something desired for each tool as well. I can speak specifically to the knowledge base, chat and customer support ticket management systems. Compared to industry leaders like Zendesk, Intercom, or other dedicated customer success tools out there, you're not going to get maximum flexibility or capability. If you know exactly what you need and ensure that HubSpot meets those needs, then you're good to go. A key feature missed is a dedicated ticketing desk (with a portal for customers to view their active tickets), as well as editing ticket timestamps (you can only edit dates).
What problems is the product solving and how is that benefiting you?
We no longer need to navigate through different tools to view customer support chats, our knowledge base, project/issue management, and performance dashboards. I can view all of this information by navigating through different tabs within the same UI.
A well rounded CRM
What do you like best about the product?
It is a good way to see on contact that a customer has made. This makes it easy to follow-up with an issues they may be having.
What do you dislike about the product?
Some of the integration features are painful and create more work
What problems is the product solving and how is that benefiting you?
Members experience with our program.
All-in-one Platform for any organization scale!
What do you like best about the product?
The GUI and simplicity of matters on the platform. It is also customizable in reference to the overall requirements of a company or an organization but still better than other platforms within the market. It would be better to have more customized tools within the platform.
The support chat functionality and the new videos which are recorded by the support team in order to view the solution of my request or question which is better than just having meetings for this to be viewed.
The support chat functionality and the new videos which are recorded by the support team in order to view the solution of my request or question which is better than just having meetings for this to be viewed.
What do you dislike about the product?
The limitations of the functionality within the platform and the lack of development for ideas that have submitted on the community. Those submitted ideas are lagging for months and some even lagging for a couple of years such as this one here which we Quarters desperately need to have implemented:
https://community.hubspot.com/t5/HubSpot-Ideas/Search-the-MERGED-Ticket-Data/idi-p/330641
I believe such ideas from the users are the best in order for HubSpot to implement it and get on the lead for the service offering to add value. I also do not like having different workaround recommendations in order to complicate the system for my requested functions to work as this actually effects the workflows along with the automation within the system. I also think that the submitted ideas should have some sort of a deadline for it to be implemented.
https://community.hubspot.com/t5/HubSpot-Ideas/Search-the-MERGED-Ticket-Data/idi-p/330641
I believe such ideas from the users are the best in order for HubSpot to implement it and get on the lead for the service offering to add value. I also do not like having different workaround recommendations in order to complicate the system for my requested functions to work as this actually effects the workflows along with the automation within the system. I also think that the submitted ideas should have some sort of a deadline for it to be implemented.
What problems is the product solving and how is that benefiting you?
Automation of the ticketing and the use of the knowledge base and service bot as a first stop for customers. We are solving most frequent incoming tickets by upgrading our Knowledge base since it seems to be a primary issue with the incoming number of tickets on the service hub. Less resources being used for customer support which enhances our operations.
Recommendations to others considering the product:
There are some limitations on the platform but it is not that bad! The platform is very user friendly and serves as the purpose of what needs to be done. HubSpot is a one stop software that could be deployed and integrated with other software. The knowledge base of the platform also helps for ideal in-house implementation of business requirements.
L1 Support Tech
What do you like best about the product?
Ease of use. ability to combine HUGE amounts of information. Ability to make notes in the back ground.
What do you dislike about the product?
Things are wonky. Sometimes HS doesn't record the email sent from within. Sometimes it crashes. Certainly the biggest pain is the last of ticket # reference in the tix generated - should be auto post in to the subject line or somewhere.
What problems is the product solving and how is that benefiting you?
Tremendous information is processed in HS. They do a great job at collating information.
Recommendations to others considering the product:
Expect quirks
Hubspot Service Hub is awesome
What do you like best about the product?
I like it when it links all the information to a specific client.
What do you dislike about the product?
What I dislike is whenever I'm creating a note then my browser suddenly crashes down, the previous notes is unretrievable.
What problems is the product solving and how is that benefiting you?
We are using HubSpot Service Hub for clients' requests and internal tasks that serve as a tracker to which ones are completed.
Recommendations to others considering the product:
If you are looking for a platform where you can link all information to every task, clients' requests, and meeting notes HubSpot is the right platform for you.
User Friendly
What do you like best about the product?
We have 3 different emails linked to the ticketing system, and it works flawlessly
What do you dislike about the product?
sometimes won't auto merge the same ticket
What problems is the product solving and how is that benefiting you?
Leads to a more team based structure for work
Love Hubspot and the support is great!
What do you like best about the product?
Hubspot has so many features to keep me organized and on target.
What do you dislike about the product?
I wish some of the ticketing features were more advanced.
What problems is the product solving and how is that benefiting you?
We have been successfully utilizing the ticketing system and growing in our company-wide usage.
Not sure if user-friendly set-up offers enough customization
What do you like best about the product?
1. Ability to set up a knowledge base in 5 min.
2. Ability to customize with logo and use template layout
3. Search functionality and tagging
2. Ability to customize with logo and use template layout
3. Search functionality and tagging
What do you dislike about the product?
1. Lack of template/sample articles
2. Lack of "readability score"
3. Lack of "Was this useful?" metrics for viewers
4. Lack of customized privacy settings (e.g. customer access only)
2. Lack of "readability score"
3. Lack of "Was this useful?" metrics for viewers
4. Lack of customized privacy settings (e.g. customer access only)
What problems is the product solving and how is that benefiting you?
Customers do not understand how to use our tool, and they find it hard to understand the methodology behind it. We are trying to improve quality and quantity of customer-facing resources. We have not yet realized any benefits, because we have not yet connected it to a domain.
Recommendations to others considering the product:
Understand what the functionality will be ahead of purchasing.
HubSpot Review 2020
What do you like best about the product?
Ticket creation and allowing the merging of tickets, creation of deals to associate with the ticket. I also appreciate that someone from HubSpot is readily available through multi-media means to assist when something goes wrong in HubSpot. This has helped us a few times once we lost an important ticket, or some emails were not coming through.
What do you dislike about the product?
Sometimes the system glitches, but that is truly it. The system used to allow us to create multiple tickets from one conversation, but a recent upgrade has ceased that ability. This is a feature we use pretty commonly as sometimes we need to create separate tickets from one email/conversation, as this also makes the ticket creating process easier to use from conversation to ticket for my CSRs.
What problems is the product solving and how is that benefiting you?
The ease of finding what we quote and easily tying it to an order, and any follow up needed/interaction. The trackability is very helpful for us in the manufacturing industry. The ease of use is helpful as well, and the lay out is aesthetically pleasing and the flow makes sense for my team and I. It is also helpful for us to be able to use this platform across our departments here at Dake.
Recommendations to others considering the product:
I would recommend to try out the free version, see if it makes sense for your company. But. if you need to keep track of order placement, quotes, or any customer interaction: this has been the platform I have been most satisfied with.
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