Service Hub Professional
HubSpotReviews from AWS customer
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HubSpot Service Hub serves us well ... hubba-hubba!
What do you like best about the product?
HubSpot allowed us to replace many disparate apps. The knowledge base, academy, chat, workflows, tickets, and more features support our flow nicely. And we love the very responsive and helpful HubSpot support team!
What do you dislike about the product?
So many options and opportunities. It looked like a very steep learning curve, but the HubSpot Academy courses, excellent knowledge base, and stellar support team guided us perfectly.
What problems is the product solving and how is that benefiting you?
We drastically reduced the number of disparate applications that previously housed multiple versions of the truth - contact and client info, purchase histories, marketing analytics, customer feedback, and more. It's now all humming together nicely, just a single click away.
Recommendations to others considering the product:
Put the free version of HubSpot's CRM through its paces, and take full advantage of HubSpot's knowledgeable sales consultants when evaluating your requirements against HubSpot's features.
The Best Service to Ask For!
What do you like best about the product?
The customer support! I have answers either same day or next day answered, with links to helpful and well thought out articles as well as insight from that support specialists giving me information on articles that I do look up.
What do you dislike about the product?
It's hard to say. The only thing I dislike would be such a small little bug, and even then, I was given a way to fix it. Basically when I first started using HubSpot, if I ever pressed backspace it told me to refresh the page. It wasn't that big of an issue because it would go away after refreshing, and again, they were quick to jump and help me with that, but still a bummer that it did happen.
What problems is the product solving and how is that benefiting you?
Where to begin? Ticket sorting, article updating, tag correcting. It makes it so easy to do it all. Maintaining the article is the biggest thing I am looking at right now, and they make it feel so easy.
Support is fast, not stingy, and has empowered us to work more effeciently.
What do you like best about the product?
The Service Hub has centralized almost all of our support issues in ways that have saved me and my team a lot of time while streamlining and measuring our capacity to serve well.
What do you dislike about the product?
I reallllllly want integration with Instagram DM's. That is my biggest annoyance.
What problems is the product solving and how is that benefiting you?
Tracking response time has been incredibly helpful. We want to know exactly how long each support issue takes, and the service hub gives us that ability.
Great Experience with Knowledge Base
What do you like best about the product?
The Tools to create my articles. They are fast and easy to use. Everything is done online and everything saves automatically as I am doing the draft for the article. You can upload gifs and pictures that help with the articles as well. They also let you know the health of an article and how many people have liked the article. We also use this with Kixie and have all of our calls transferred and recorded directly into the system This helps with identifying users a lot faster.
What do you dislike about the product?
I wish I could drag and drop files onto the page but I get that there are limitations on web-based software. Sometimes the UI can be a lot to overcome. It does take time but I think that this is because there are so many things that you can do with HubSpot
What problems is the product solving and how is that benefiting you?
HubSpot is helping me with all aspects of the business. My team uses everything from the ticketing system to the chat. We also have our phone system connected now too. This way all of our calls come through the system and are automatically saved and tickets are generated.
Recommendations to others considering the product:
HubSpot is a great all-around system that can be used for everything in the day-to-day of supporting customers. This is my first time using HubSpot with a company and I think that it is great. The Dashboards and metrics that are provided help with daily meetings and weekly and monthly meetings
Simplify customer support
What do you like best about the product?
Service hub enables us to connect and communicate with our customers in an efficient and streamlined way. Some of the features that are essential to us include managing contacts using lists, email templates and the knowledge base. It's also very helpful to see the recent activity of each contact. I can't imagine not using Service Hub now. I like being able to view conversations from chat or email in the same place and respond from the conversation inbox. Adding knowledge base articles straight into emails and chat is very helpful.
What do you dislike about the product?
There is a bit of a learning curve. We had some issues during on boarding, we were not really ready to start our training, so there was a huge lag between when we learned how to use Service Hub and when we could go live with it. I wish that this was something HubSpot had recognized the issues that this might cause and recommended that we slow down the training or come back to it when we were actually ready. I wish that we could make more types of edits to the knowledge base. This feature has been improved since we since started using Hubspot but still could be improved.
What problems is the product solving and how is that benefiting you?
With Service Hub we can understand our customer's activity and understand when we need to contact them. We benefit from being able to track our customers activity. We also needed a way to organize contacts by their organization. It's easy to customize what contact information is important. We can also use the service hub to understand what type of users our contacts are. Another problem that Service Hub helps us with is ticketing customer support issues. It's easy to customize the details of the tickets.
Recommendations to others considering the product:
This was our first service desk tool, and I am very glad we chose Hub Spot, the product is so robust and can be customized to be used the way we need to use it. It would be hard to imagine managing our contacts with out it.
Easy and Smooth
What do you like best about the product?
I like how Hubspot is so easy to navigate and so easy to figure out.
What do you dislike about the product?
Sometimes there is a "Reconnecting" pop-up even if my wifi is good.
What problems is the product solving and how is that benefiting you?
Normally customer service
Recommendations to others considering the product:
Very easy to use and navigate and
Great for marketing and sales, and their service side looks promising.
What do you like best about the product?
I love that it is clearly a very powerful tool that is giving us so many options for working with our database. They are also extremely responsive when it comes to help and ongoing service.
What do you dislike about the product?
There are several features (especially when it comes to reporting) that are missing and/or frustrating. Also for the page builder, it is very very frustrating to work in if you are not an HTML5 expert. Also their survey options are extremely limited. We ended up having to go out to Survey Monkey to make surveys work well.
What problems is the product solving and how is that benefiting you?
Communicating with customers and clients and potential clients. The NPS and ongoing feedback surveys are very good.
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.
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