Service Hub Professional
HubSpotReviews from AWS customer
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Great set of tools - a few holes
What do you like best about the product?
I love that the knowledge base and support ticketing system is fully integrated with the rest of HubSpot giving us a full 360
View of a user
View of a user
What do you dislike about the product?
I dislike that users don’t get a link or ticket number where that can view the status of a ticket
What problems is the product solving and how is that benefiting you?
We have a beautiful knowledge base with features that allow Us to create Knowledge base content quickly that looks great. We’ve been able to reduce support time but allowing users to self serve.
Interesting software
What do you like best about the product?
Useful part of the introductory videos. Dynamic interactive chat
What do you dislike about the product?
I would improve the part about work flows. taking flow charts in computer science as a starting point
What problems is the product solving and how is that benefiting you?
many benefits related to data analysis and process automation.
Service Hub allowed for easy set up for surveys and we were able to role out survey methods quickly.
What do you like best about the product?
The quick set up was the thing I liked best. It was easy to test the surveys as well using small static lists for NPS. The CSAT works well but we run it manually right now based on specific ticket criteria.
I like being able to see the analysis view whenever I want as it updates in real time. The data is easy to view and is easy to export if there is a need to dig into it further.
I like being able to see the analysis view whenever I want as it updates in real time. The data is easy to view and is easy to export if there is a need to dig into it further.
What do you dislike about the product?
You cannot customize much in the surveys if you want secondary questions asked for example. The reporting is very basic, but does get you what you need for baseline measurements. Other systems designed specifically for NPS for example, have more elaborate and detailed reporting to break down the data even more. With Hubspot, you are able to export the data from your survey responses and so it does allow you to merge that data with other data from internal sources, but it's a bit more work because all of the work is done manually or outside of Hubspot. You also are not able to send a secondary nudge to get more people to respond to the survey. When our response rate was low we had to come up with a workaround to try to get customers to go back to fill out the survey or send a new survey we had to create in there for NPS specifically.
What problems is the product solving and how is that benefiting you?
We have not been able to easily elicit feedback from customers simply by support interactions or one off emails. Being able to set up a survey method to elicit feedback is allowing us to be consistent in gathering feedback and gives us the ability to set a baseline, set goals, and make changes to improve ourselves. The free form comments have been the most valuable in all of the surveys we've used.
HubSpot is a lifesaver!
What do you like best about the product?
HubSpot Service Hub has made such a large impact on our company that I truly don't know what we did without it. It has everything we need and more! The automation saves so much time and is crucial to our company's growth. HubSpot makes communication with clients and coworkers a breeze and keeps everyone in the company organized and on the same page. Customer service is excellent and is able to answer any question I may have!
What do you dislike about the product?
Honestly there isn't anything I dislike about HubSpot! The few features that I would look for in the software have already been suggested in the HubSpot community and seem to be in the works.
What problems is the product solving and how is that benefiting you?
There are a lot of moving parts in our company and everyone's hands are in everything, so having this software be such a central part of our operation is amazing. I really like the Knowledgebase that HubSpot has built for FAQ's and if the answer isn't there, their customer support is always helpful and has always been great with helping me solve problems.
Recommendations to others considering the product:
It is worth every single penny!
Great Tool, Some Growing To be Done
What do you like best about the product?
I really like how customizable the ticketing process can be. There was a small learning curve, but all our CS reps were able to use the features quickly. Support on Hubspot's side is good with quick response and the feedback surveys are intuitive and helpful. The automation built in can really cut down on processing time and reduce our reps workload. We've seen a big influx of new tickets and thankfully had things set up so we could handle things without spending too much time updating and changing a million fields.
What do you dislike about the product?
There are limitations and features that i would love to have, but Hubspot just doesn't have them implemented yet. I was disappointed to find out you can only have one CES survey. I will have to edit and rewrite over older data to send out a new CES survey. Things can also get a little confusing at first glance when you start digging into the ticketing system. Better on boarding materials could always improve this.
What problems is the product solving and how is that benefiting you?
We wanted to connect our support department with our marketing and sales to streamline the process as best we could. Hubspot Service allows for more automation of simple, regular tasks which help our reps tremendously.
Recommendations to others considering the product:
Have your processes already created and documented elsewhere. There is a learning curve and it's better to know your goals when creating everything early on rather than building as you decide. In order for the Service Hub to be the most beneficial you should have everyone in CS and support working out of the hub.
Hubspot Review
What do you like best about the product?
The integration with Outlook and how easy it is to pull up accounts from the add-in.
What do you dislike about the product?
I wish there was a pipeline integration or account management screen with the add-in for outlook.
What problems is the product solving and how is that benefiting you?
Management of a large volume of audience members.
Great & efficient email tool.
What do you like best about the product?
I like how you have instant access to all of the emails being funneled into the system. I also like how you can instantly see the full email. I hope in the future it is a better system for secure emails.
What do you dislike about the product?
I dislike how you are auto assigned a contact & I wish it was a setting to stop that. Also, I wish it was more synced where you can search by email address & every received & sent email appears even if it is from a separate ticket.
What problems is the product solving and how is that benefiting you?
I handle incoming emails for our customer service department & also action items on files & audits.
Recommendations to others considering the product:
Very good product that will be dominate very soon.
HubSpot Service Hub Review
What do you like best about the product?
HS Service Hub is intuitive and easy to use and the chat support is great.
What do you dislike about the product?
Sometimes I can't find exactly what I'm looking for and require support's help.
What problems is the product solving and how is that benefiting you?
We are helping to automate our business and reduce our manual efforts.
HubSpot Service Hub Review
What do you like best about the product?
The integration with Service Hub with the core HubSpot so I can learn which articles people look at from right on the Contact record
What do you dislike about the product?
Lacking HIPAA Compliance, some limitations of tickets/pipelines as well as reporting.
What problems is the product solving and how is that benefiting you?
We use it as an external knowledge base and are starting to move it into an internal training manual also.
Recommendations to others considering the product:
It's a great tool!
The knowledge base is super user friendly!
What do you like best about the product?
I have been enjoying setting up our company's knowledge base using uploaded files and articles. We can build the platform however we wish with categories and subcategories and the site is very user friendly. I am not great with the IT side and it has been a breeze to setup.
What do you dislike about the product?
My only dislike is not being able to change the font and size within an article to have different font types in the same article.
What problems is the product solving and how is that benefiting you?
The help feature was great to help me troubleshoot a problem with our design template and showed me how to customize as needed.
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