Service Hub Professional
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Up and coming
What do you like best about the product?
I like the ease of use, simplified integration into other HubSpot features, and focused writing environment.
Additionally, the related articles and deep tracking helps with knowing what we'll need to re-write, expand on, and more.
Additionally, the related articles and deep tracking helps with knowing what we'll need to re-write, expand on, and more.
What do you dislike about the product?
The editor experience is extremely simple, however, that being said it leaves out things like Code Block, Source Code Editing, and other small features.
What problems is the product solving and how is that benefiting you?
Help Docs and Help Desk, additionally, the ability to provide support through their chatbot function. This delivers the full 360º support experience we've wanted to setup.
Overall good platform for basic customer service with room for improvements
What do you like best about the product?
We chose HubSpot Service Hub because that we are using HubSpot for Sales and Marketing, and it is nice to have every team on the same system and collect insightful information such as customer feedback within the same solution.
The knowledge base of HubSpot Service Hub is also easy to use and set up - we migrated our previous Knowledge Base within a day and the process was smooth and easy.
The knowledge base of HubSpot Service Hub is also easy to use and set up - we migrated our previous Knowledge Base within a day and the process was smooth and easy.
What do you dislike about the product?
Ticket system in HubSpot Service Hub can be better. We had to spend a lot of time setting up workflows and ticket stages to have it do basic things such as sending reminder tasks to people when there's a ticket that hasn't been replied to by the CX agent for over 48 hours.
What problems is the product solving and how is that benefiting you?
We mainly want to have all information on one platform for easier integration and tracking, and HubSpot Service Hub helped us achieve this goal. We can now see the entire customer journey from first visiting our site, to placing an order, to submit support requests, and to gathering feedback, all within HubSpot.
Customisable and works!
What do you like best about the product?
The amount of support! Whether it's looking up one of their blogs or customer service or even jumping on the community hub, chances are you can find the answer to your questions fairly quickly.
What do you dislike about the product?
Sometimes can bug out from time-to-time where data doesn't seem to load.
What problems is the product solving and how is that benefiting you?
Supporting current customers.
Wonderful experience!
What do you like best about the product?
Email templates, Task creation, Report dashboards and the best is HubSpot academy
What do you dislike about the product?
Nothing as such, maybe if something comes up I will inform.
What problems is the product solving and how is that benefiting you?
email integration was resolved
Recommendations to others considering the product:
Easy to use and delightful experience.
Kind of hard to get a hang on and some functions are a bit lacking but all over good
What do you like best about the product?
Automations and ticket system, Contacts.
What do you dislike about the product?
The live chat cannot save conversations.
What problems is the product solving and how is that benefiting you?
Better responstime and ticket organisation
Recommendations to others considering the product:
Have a plan of your setup ready and use the knowledge of the success managers at Hubspot
Good multi channel support system
What do you like best about the product?
I like the Service Ticket Portal the most, as well as the chat functionality
What do you dislike about the product?
That tickets need to be closed before you can send an email by default to customers or prospects
What problems is the product solving and how is that benefiting you?
Less Customer Service costs and higher customer yield, with more rapid case resolution
Easy to navigate!
What do you like best about the product?
Keeping track of all of my tasks on a daily, weekly or monthly basis.
What do you dislike about the product?
That if I am a paying customer I still cannot get customer service unless I pay $200 -$400 monthly.
What problems is the product solving and how is that benefiting you?
Trying to be able to find contacts when they call. It has always been impossible to search for a lead.
Recommendations to others considering the product:
Find an easier way to look up your contacts and businesses by the names and phone numbers!
Ticketing with lots of customizability and intuitive analytics
What do you like best about the product?
If you're already running Hubspot for anything else, this is a no brainer. The Kanban-style board makes moving ticket progression simple, analytics are built in, and workflow logic and customization can be molded to fit our unique processes. The knowledgebase follows much the same format as publishing pages, blog articles, etc., so there's not much you'll need to learn if you're already running Hubspot.
What do you dislike about the product?
Not much to say here. Maybe some of our internal team can consult our knowledgebase before they slack us questions!
What problems is the product solving and how is that benefiting you?
Our previous knowledgebase was little used and metrics did not help us get to the bottom of it. Getting more valuable insight into where we can spread knowledge as been a plus. Allowing the team easy visibility into ticket requests and getting a faster turnaround has allowed us to direct resources previously spent on operations elsewhere.
Recommendations to others considering the product:
If you are already using Hubspot to manage your website or any of your marketing efforts, adding on the Service Hub is a no brainer.
Great for customer support
What do you like best about the product?
It is easy to email customers, sort my inbox, chat with customers, etc
What do you dislike about the product?
Sometimes it has glitches but what website doesn’t
What problems is the product solving and how is that benefiting you?
We are emailing customers for support on their product purchases from us
Useful to collaborate with team members but even more useful when everyone has full access
What do you like best about the product?
The user interface is nice, in my opinion. Easy to use. I also like the drag and drop function, that is very useful.
What do you dislike about the product?
That the capabilities are limited. Sometimes the filters don't work properly. The default filters might be difficult to set up: for example, I only follow tickets for a particular product but every time I check that I see the tickets from another product. Either the default does not work or I don't know what to do,.
What problems is the product solving and how is that benefiting you?
Collaborating within the team, working together, even more useful when not all colleagues are in the same geographical location.
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