Service Hub Professional
HubSpotReviews from AWS customer
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They go the extra mile!
What do you like best about the product?
I like how they give multiple options for how they should contact you. If the chat service is busy, you can always ask them to give you a phone call when you have time. This is great because more often than not a service rep over the phone is much more likely to resolve the issue immediately! They even asked to get into a Zoom call with me so I could share my screen and see exactly what I was seeing. It felt very reassuring knowing they were willing to go to great lengths to help someone as clueless as I was!
What do you dislike about the product?
Even though they send follow-ups letting you know they're still looking into your issue, I wish they would also send updates with what they've tried or discovered so far. Coming from a customer service standpoint, I understand that they have certain processes in place however I feel that I would like them to be a bit more clear with how my issue is going so far.
What problems is the product solving and how is that benefiting you?
I was having issues tracking my emails or accessing domains after syncing HubSpot with my Gmail inbox. Not only was the rep I worked with patient and kind, they also directed me toward other resources that I can look at if I run into other issues! I'm also going to look further into HubSpot academy, seeing as it's a great resource that will inform me more about the features within HubSpot and how I can better utilize this platform.
Recommendations to others considering the product:
It has great integrations and definitely helps keep your day-to-day business organized!
Easy to build/automate, great features for customer communication/feedback/support
What do you like best about the product?
The reporting features. Especially to see what kind of search terms show no results. And in general, how quickly we were able to build a base of KBs, efficiently and easily organized with ability for images and video imports.
What do you dislike about the product?
Unfortunately we haven't used it enough or in great detail to be able to offer insightful feedback on it.. Only went live about 2 weeks ago.
What problems is the product solving and how is that benefiting you?
The usual, helping offer easily available and searchable support info for customers who wish to self-serve, and alleviate support inbounds for our own team. We had a 'support' site on our own website, but it was awful, our developers were slow in improving it, and our search bar basically returned nothing.
Biggest benefits:
- Organized, efficient
- Search for customers
- Reporting and feedback
Biggest benefits:
- Organized, efficient
- Search for customers
- Reporting and feedback
Hubspot Service Hub is the all in one solution to improve and grow Consumer Care
What do you like best about the product?
I like that you are able to integrate multiple channels into service hub such as tickets from multiple pipelines, live chat, aircall and all under one dashboard. Having all the customer profile and past interaction or purchase history helps improve customer satisfaction and the process.
What do you dislike about the product?
I would like to see more detailed and enhanced reporting.
What problems is the product solving and how is that benefiting you?
Customer User experience for the DTC business, creating a fast & efficient process to the customer from order help, tracking info, product information and direct live chat conversations to help convert into a purchase.
Great Support!!!!
What do you like best about the product?
No matter what question I asked the support team was very helpful and had an answer for everything!!!
What do you dislike about the product?
I haven't found anything that I don't like!
What problems is the product solving and how is that benefiting you?
I am new to HubSpot, so I have been learning how to navigate the ticket system and reporting.
HubSpot is critical to our operations in every sense
What do you like best about the product?
HubSpot provides us with the ability to log, automate, analyze, and troubleshoot all of our most critical business processes. Relative to pretty much any other software alternative, HubSpot is robust, user-friendly, and something that I actually enjoy using.
What do you dislike about the product?
- Occasional bugs
- I'd appreciate more email (and email sequence) customizability options, and perhaps a drag & drop attachment feature for outgoing messages?
- The internal search function could certainly be improved
- Often loads quite slowly
- I'd appreciate more email (and email sequence) customizability options, and perhaps a drag & drop attachment feature for outgoing messages?
- The internal search function could certainly be improved
- Often loads quite slowly
What problems is the product solving and how is that benefiting you?
For outbound email campaigns, the ability to automate sequences and analyze campaign success has been invaluable.
Overall, good
What do you like best about the product?
I like that I can filter tickets, and mass edit!
What do you dislike about the product?
I wish I was able to filter by parts of the ticket. We have deals connected to tickets and I'd love to filter by deal stage within the ticket.
What problems is the product solving and how is that benefiting you?
It helps up to manage the outbound touchpoints we make.
Great Ticketing and Service Tool
What do you like best about the product?
Ease of use, drag and drop interface, linking conversations to tickets is easy
What do you dislike about the product?
Could be a little more intelligent with conversations and joining them together
What problems is the product solving and how is that benefiting you?
Using the tool to manage our inbound tickets
Great Customer Service and Product
What do you like best about the product?
I love how easy Hubspot is to use and how great the customer service is!
What do you dislike about the product?
Some features that you would think they would provide they do not such as importing content from current Hubspot Landing pages
What problems is the product solving and how is that benefiting you?
Streamlining the way we support our customers
Hubspot tools have helped compnay to solved a lot of internal and external problems
What do you like best about the product?
How can i see all my customers information and filtering them, also how easy can be to be using templtes, snippets and emails to make things faster and not be dealing with each thing one by one
What do you dislike about the product?
Only thing im not liking too much is that Workflows cant be looped, this because my company depends sometimes that things happen again if some criteria is not met
What problems is the product solving and how is that benefiting you?
First of all having control of customers, be able to see wich of them can be a potential loyal customer and who to be absolutely discarded. Also with our ppt and pdf documents be able to see if they are working how we wanted, as some people sometimes dont finish watching them. Also to see how many e mails are really opened from what we send and if people is upset with dealing with them, filling long forms or reading more than needed
Fairly intuitive, but lacks some basic customer service items
What do you like best about the product?
It was very quick and easy to start gathering customer reviews, from designing the survey to implementation. Data reporting for tickets is fairly easy for basic functions.
What do you dislike about the product?
CES: The inability to change the "ticket ID" and "ticket name" references made it so I had to change how my organization referenced tickets just to fit the survey. The "this is the industry standard" answer is insufficient to justify the lack of customizing necessary since I don't care about benchmarking verbiage. Also, a 7-point scale is "odd" when most everyone else uses a base 5-point scale (i.e. 5/5, 10/10, 100/100).
Service hub: Inability to track time on a ticket (time stamped activities doesn't count), no "on-shift" vs. "off-shift" technicians for automatic ticket assigning. Very difficult to setup tracking for time spent in each ticket status.
Service hub: Inability to track time on a ticket (time stamped activities doesn't count), no "on-shift" vs. "off-shift" technicians for automatic ticket assigning. Very difficult to setup tracking for time spent in each ticket status.
What problems is the product solving and how is that benefiting you?
Tracking parts failures and customer service scores.
Recommendations to others considering the product:
Please allow for productivity tracking and "on-line" status within Hubspot service hub so a technician can be assigned automatically based on status.
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