Service Hub Professional
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Service Hub
What do you like best about the product?
Since our sales team used Hubspot it made sense to move our ticketing here too. We've been pretty happy with the Company and Contact information, and how easy it is to add custom properties to track the data points that matter to us. We've also recently implemented the CES feedback survey, which is really helpful to get client feedback on how my team did in helping them.
What do you dislike about the product?
The notifications seem a bit wonky at times. All the tickets are there, but we occasionally miss a "Client Responded" ticket status when we are focusing on the new incoming ones and there is no email notification for that specifically which would make them less like to miss.
It would be great to see more of the recent ticekts in the ticket view on the right side of the screen. We have so many interactions with some of our clients that I want to see more ata glance, instead of leaving the ticket I am in to check others.
It would be great to see more of the recent ticekts in the ticket view on the right side of the screen. We have so many interactions with some of our clients that I want to see more ata glance, instead of leaving the ticket I am in to check others.
What problems is the product solving and how is that benefiting you?
Trackable client interactions. I love that we can see that they have opened or clicked within an email. Streamlined info between the sales and support teams. Feedback surveys to help us imporve our processes further.
Everything you need in one place
What do you like best about the product?
Keeps all correspondence in one place whether it is their ticket, live chats, forms etc. All team members can be kept in the loop.
What do you dislike about the product?
Templates are only accessible based on the 1st 5 uploaded instead Of being able to choose 5 that free users get to utilize.
What problems is the product solving and how is that benefiting you?
We are able to assist all customers in an efficient and thorough way. It also helps keep our team on one page and accountable.
Recommendations to others considering the product:
It is a very helpful tool for providing great customer service with a large team
Easy & Effective
What do you like best about the product?
I like the intuitive setup and ability to add to it. I also, like the functionality of it. It is providing clients (and their customers) real benefit by answering the questions they ask most often in Knowledgebase articles. I also love the chat tool. The ticketing portal is also very user friendly and easy for customers to maintain.
What do you dislike about the product?
There is not anything I have found that I dislike.
What problems is the product solving and how is that benefiting you?
We are using it mainly to help customer service departments field the most common questions (digitally) so that they are spending less time fielding phone calls - which also helps the customers get answers on how they want them and immediately.
Some features missing
What do you like best about the product?
Good knowledge base and helpful team. Good to have the connection to the marketing suite too.
What do you dislike about the product?
Limited social media connections and reporting focuses on marketing
What problems is the product solving and how is that benefiting you?
Our customer service suite use this as their main tool
Recommendations to others considering the product:
Needs more progress to have common features as standard
HubSpot Service Hub
What do you like best about the product?
Everything is in one spot & easily accessible.
The interface is easy to navigate and find my way around.
The custom reporting is great for tracking how things are going.
The ability to connect with customers and solve their problems instantly via chat is a huge help.
The interface is easy to navigate and find my way around.
The custom reporting is great for tracking how things are going.
The ability to connect with customers and solve their problems instantly via chat is a huge help.
What do you dislike about the product?
The majority of what you need costs more money. This is not a great product for newer businesses who are still in the early growing stags.
What problems is the product solving and how is that benefiting you?
One major benefit is the ability to collect all our information in one spot for lead generation. This business is currently shifting to a newer online market so it has been great for differentiating our clients and answering questions right away.
Recommendations to others considering the product:
Be sure to consider whether you want to upgrade to the larger subscriptions. You may find it is a better deal than piecemealing everything together, but you might also find you can get more for your money by picking and choosing individual services elsewhere. It really just depends on what your business needs.
Happy and looking for workarounds
What do you like best about the product?
The possibility of creating workflows to achieve my goals. When a teammate asks for something to help them (reports, or seeing certain information in a certain way, for example) almost always I say yes, we can do that in Hubspot.
What do you dislike about the product?
There are things I need to find workarounds for, such as the migration of historical emails in our Gmail, make the triggers work properly, or locate errors within the workflows that aren't so clear to me. It takes me a while to find solutions when I don't find a workaround quickly.
What problems is the product solving and how is that benefiting you?
Basically solving workaround issues with support. Some times they give me good ideas and other times they give me a bit of insight into what I'm trying to do, so they may not be giving me the answer but the information I need to figure it out myself.
Recommendations to others considering the product:
Take into consideration that the historical email data won't be able to be migrated, as well as the migration of previous calls done is not possible either. It is a good tool for workflows and to get things done automatized, which is great, although you will need somebody that has the time and the (at least mental) resources to figure out how to set everything up.
Great experience and tools to support the customer facing teams in streamlining workflows.
What do you like best about the product?
The ticketing bit and reports generation on dashboard.
What do you dislike about the product?
Limitation of SMS and other forms of communication within Hubspot.
What problems is the product solving and how is that benefiting you?
Pipeline management for customer management and knowledge base for resolving issues.
Hubspot is by far the best CRM platform I've used
What do you like best about the product?
The platform itself is very intuitive and the integrations are superb.
What do you dislike about the product?
Not much to be honest, think it would be good to highlight new features more often perhaps.
What problems is the product solving and how is that benefiting you?
Integrations with marketing platforms are brilliant - it allows us to fully understand our customer journey.
Recommendations to others considering the product:
Go for it - very easy to get the hang of it.
A comprehensive and adaptable solution
What do you like best about the product?
HubSpot service hub is a great tool for businesses looking to streamline their ticketing and flow of established knowledge.
The ticketing feature is simple yet comprehensive, and the Knowledge Base and Surveys integrate very well with existing information architecture, such as your website or pre existing surveys.
The ability for automations just adds on to the comprehensiveness of the tool, and makes life fiendishly easy for marketing automators as well as customer service teams to get their jobs done.
The ticketing feature is simple yet comprehensive, and the Knowledge Base and Surveys integrate very well with existing information architecture, such as your website or pre existing surveys.
The ability for automations just adds on to the comprehensiveness of the tool, and makes life fiendishly easy for marketing automators as well as customer service teams to get their jobs done.
What do you dislike about the product?
It would be better if there was more flexibility in the amount of customizations that can be performed on the data points included in tickets. However, that is a minor issue and doesn't impact most of the things being done right too majorly.
What problems is the product solving and how is that benefiting you?
Generating Knowledge Bases for our clients- it was smooth sailing and very straightforward even for the least technical team members, which is a great benefit for larger teams with dispersed product/service knowledge.
Great tool!
What do you like best about the product?
I like how we can organize things by creating different pipelines. This helps me and my team prioritize what needs to be done first. How you can filter them based on create date / owner makes it very helpful as well.
What do you dislike about the product?
Some downtime.. but it happens to any technology, right?
What problems is the product solving and how is that benefiting you?
Our response time, the quality of our service, and promptness in finishing tasks. I realized that because of hubspot it keeps us organize and up to date with what needs to be done. :)
Recommendations to others considering the product:
I highly recommend this tool to any company looking for something to organize the way they communicate to their customers and the way they implement their services.
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