Service Hub Professional
HubSpotReviews from AWS customer
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Great success measuring customer satisfaction!
What do you like best about the product?
I love the flexibility to be able to customize and automate the Customer Experience Survey to our different brands. Allowing our customer's the opportunity to provide feedback on our product and services has been a great help to measure our results and improve processes for reoccurring issues.
What do you dislike about the product?
There is nothing that I dislike about the Service Hub, it has been a great addition.
What problems is the product solving and how is that benefiting you?
With the Service Hub feedback we have been able to facilitate productive conversations with our customers and employees to address positive and negative feedback. This helps us to review and update our processes to continue to improve and grow our business.
Really positive but with room for improvement
What do you like best about the product?
Within the feedback survey, I like the guided approach to delivering feedback surveys and the reporting/analysis that it delivers. This has helped to build a strong picture of our customer loyalty and share internally for further discussion amongst our customer facing teams.
What do you dislike about the product?
I'm not so sure the standardised workflow or the rigid asset templates are particularly helpful, particularly for businesses with unique customer lifecycles and B2B SaaS platforms.
What problems is the product solving and how is that benefiting you?
The problem I've been responsible for is collecting customer feedback on our product offering and service at appropriate time in the customer journey. The 'feedback survey' tool has helped us to collect key evidence of our customer NPS scores quickly and effectively. We've been able to celebrate successes and pick up on potentially difficult customer experiences and deal with them as a team.
Recommendations to others considering the product:
It's a great tool for those who need a solution that does the hard work for them so they can concentrate on giving a better experience to their customers.
All-In One CRM + Support Tools
What do you like best about the product?
I use the service mainly for customer support tickets, so I LOVE their Ticketing system. Very user-friendly, allows for a lot of customization in terms of views and filtering, and has really improved the process for intaking and managing support requests. As well, I find the user management tools to be good, as we have a small team, but with work from home we need to be flexible with different people taking different tickets. Lastly, the customer support and onboarding process was very good, as I really felt like we were set up for success!
What do you dislike about the product?
I wouldn't say I DISLIKE it per say, but my least favorite part of HubSpot is their reporting section, which is just okay. I really love doing analysis, and you still can pull and filter data to come up with reports and charts, but for anything complex, you will likely need to pull to CSV and then do it in Google Sheets, which is fine. Again, not the biggest thing in the world, but improved reporting and analysis tool WITHIN HubSpot would be even better!
What problems is the product solving and how is that benefiting you?
The management and processing of support requests. We are a growing business, so need to be able to handle a larger volume of tickets, as well as analyze why some tickets take longer to resolve, and how we can provide better, faster value to our customers. HubSpot has been a huge step up when compared to the previous system we used.
Recommendations to others considering the product:
Would highly recommend using HubSpot Services, as it had also made communication with our sales team (who uses it to track deals and customers) a lot better!
All customer support knowledge in one place, but are they advancing the product?
What do you like best about the product?
It was very important for us to manage our NPS score and feedback, support ticket reviews and other survey information in one place and be able to see all of this data in a variety of formats. ServiceHub makes that happen.
What do you dislike about the product?
I'd like to be able to tag KB articles to appear in multiple categories so that we do not have to create duplicate articles. That's probably my biggest complaint. See this thread going on since 2020. https://tinyurl.com/yc7bhadb
What problems is the product solving and how is that benefiting you?
We're getting a complete picture of how our customers see our product and service. Using the various polling features in HubSpot allows us to do just that.
Recommendations to others considering the product:
Looking through the knowledgebase, I see a lot of feature suggestions on some of the most basic functionality, but it's not happening. I am not sure if they are focusing their effort on the flagship CRM or what. I want to love the product, but I've been waiting (with others) for some basic service-platform things to be updated. I still have my foot in the door at Freshdesk. Agai, see this thread about the simple request to allow KB articles to appear in more than on category. https://tinyurl.com/yc7bhadb
Fantastic Customer Care Tool!
What do you like best about the product?
ServiceHub is complete accountability for our team keeping us focused on delivering customer excellence. We use to struggle with "forgotten" customers and now thanks to ServiceHub this doesn't happen.
What do you dislike about the product?
While ServiceHub is a great ticketing and customer management tool a few more technical focused features would help us immensely. Our technicians use Hubspot daily so the ability in integrate work orders and inspection sheets to the program would help
What problems is the product solving and how is that benefiting you?
With such a high volume of calls for service we always struggled with the forgotten customer, that one work order that would missed resulting in a disappointed customer. The simple views of ServiceHub, automated workflows and automatic reminders this problem has been solved and the customer feedback is fantastic! Acknowledging what we have done well and giving us focus on areas we can improve on.
Excellent platform - Customer Satisfaction increased
What do you like best about the product?
That it's very flexible, you can set up your own preferences, it allows to change settings and layouts. I like that I can create filters. I see how long it has taken to solve an issue. I assign tickets to other people. I can create tasks, I can complete things easily. I can create templates. I get an immediate message when an e-mail wasn't sent.
I like that it has a dashboard.
I like that it has a dashboard.
What do you dislike about the product?
I don't like that the tasks don't send me a reminder as a pop up message.
I don't like that I cannot see if they saw my e-mail.
I don't like that I don't get a pop-up message when an e-mail didn't go through.
I don't like that I don't see who answers my e-mail with a pop-up.
I don't like that it send me a lot of notifications to my e-mail even though I set it up not to.
I like it very much because I see good responses from customers.
I like it can be set as automatic e-mail.
It corrects my orthography.
I like it very much because I can open various windows and it doesn't get stuck.
I don't like that I cannot see if they saw my e-mail.
I don't like that I don't get a pop-up message when an e-mail didn't go through.
I don't like that I don't see who answers my e-mail with a pop-up.
I don't like that it send me a lot of notifications to my e-mail even though I set it up not to.
I like it very much because I see good responses from customers.
I like it can be set as automatic e-mail.
It corrects my orthography.
I like it very much because I can open various windows and it doesn't get stuck.
What problems is the product solving and how is that benefiting you?
Service issue from clients. We communicate direct to their e-mails and everything is centralized in HubSpot. Customers come directly to us to report issues. we can call them directly from HubSpot. The ticket is solved and if they open them again, it shows as in progress.
I can set the priority of the issue. We can scan by name. We can separate issue by columns.
I can set the priority of the issue. We can scan by name. We can separate issue by columns.
it makes my job easier and more agile on a daily basis, without it, the company's CRM was crazy!
What do you like best about the product?
how we managed to sync calls, emails, chats and meetings in one place
What do you dislike about the product?
the contact screens, company and tickets may have a different sign or colors to assist in different visualization for each type and not to be confused
What problems is the product solving and how is that benefiting you?
solved the problem by unifying company customer information
My HubSpot Experience
What do you like best about the product?
I use HubSpot for almost two years and i realized that it improved itself a lot and it doesn't stop improving. There is a huge progress about workflow and it reduced to need other integration programs.
What do you dislike about the product?
Lists are not able to capture history of contacts if they are merged. It considers actions after merge is done and for this reason some of the contacts don't show up on my lists. It would be great if HubSpot find a solution regarding this.
What problems is the product solving and how is that benefiting you?
I can measure my team performance with Hubspot reports and i am always aligned with notifications. If you want your team not to miss anything regarding customer actions HubSpot is true place, it provides us many opportunities. Also new features save my time. I don't consume much more time creating same steps in same workflows. I can clone or move them with "go to action".
Recommendations to others considering the product:
I recommend other users to explore new features that Hubspot provides us. They're amazing. Don't delay trying new updates.
Very friendly and in the moment service
What do you like best about the product?
The fact that you can start a chat when you have a question. They are able to help you right away and guide you through the process. You can then try to fix it on your own and once another question on that subject arises, you can open the chat again.
Moreover, the people engaging in these service chats are very friendly.
Moreover, the people engaging in these service chats are very friendly.
What do you dislike about the product?
Sometimes, due to connection errors, the Hubspot team is not able to respond well to questions.
What problems is the product solving and how is that benefiting you?
I had a complex question regarding creating a new property. To be able to fill that property I had to create two new workflows and another property. The Hubspot team was able to help me create them all, and now we have instant view of the amount of tickets people send us and the CES they are giving us.
Recommendations to others considering the product:
They are very friendly and helpfull, so I definitely advise you to use their support!
HubSpot makes life easy!
What do you like best about the product?
HubSpot is extremely user friendly and has everything I need to do my job in an efficient manner.
What do you dislike about the product?
I would like to be able to personalise my interface colours just for myself.
What problems is the product solving and how is that benefiting you?
Customer related issues in regards to the real estate industry
Recommendations to others considering the product:
yes I would!
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