Service Hub Professional
HubSpotReviews from AWS customer
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Great for business - love the knowledge base tools!
What do you like best about the product?
I really like the Article Health page and seeing what people are most interested in! It helps us understand what we should work on and make better. The search also works great as well.
What do you dislike about the product?
I don't have any problems with the knowledge base tools.
What problems is the product solving and how is that benefiting you?
Customers have an easier time searching for the pages they need because we are always learning what keywords we need to add.
Good start, great help
What do you like best about the product?
HubSpot provides great assistance when needed. They do a great job of answering questions and providing solutions, even when they're workarounds.
What do you dislike about the product?
There are some low-hanging fruit issues like the simple ability to have an automated auto-reply system that prevents us from having simpler processes.
What problems is the product solving and how is that benefiting you?
We like having our CRM and Service tools in one place. The ticket boards allow us to track projects as well as solve customer communication issues.
HubSpot - Easy To use
What do you like best about the product?
Everything is very easy to set up within the Service Hub. I was able to create everything I was looking for. When I did run into an issue, their help documents are very well done. If I couldn't find it there, their support team was very quick to respond and answer my question.
We love the chat integration that we can put on our website and Facebook for more people to be able to reach out to us. I love the drag and drop features throughout the tool for a lot of the setups that made it easy to set up.
The sales team that I worked with were very helpful with answering all of my questions. They were helpful getting on a call with multiple team members that would be using different hubs. They had their own demo and then how each flowed into the others. It really helped with us deciding what product we wanted to go with.
We love the chat integration that we can put on our website and Facebook for more people to be able to reach out to us. I love the drag and drop features throughout the tool for a lot of the setups that made it easy to set up.
The sales team that I worked with were very helpful with answering all of my questions. They were helpful getting on a call with multiple team members that would be using different hubs. They had their own demo and then how each flowed into the others. It really helped with us deciding what product we wanted to go with.
What do you dislike about the product?
The knowledge base is by customer and not Hub so you need to set up permissions by articles if multiple Hubs are going to use it.
I wish that you could put tickets in a "pending status" while you want for an answer from a customer.
I'll have to look into this further but it seems I'm notified in four different areas when something comes through. I have it ping my phone, notifications tab, email and website. There may be a way so that I only receive a notification from certain setups.
I wish that you could put tickets in a "pending status" while you want for an answer from a customer.
I'll have to look into this further but it seems I'm notified in four different areas when something comes through. I have it ping my phone, notifications tab, email and website. There may be a way so that I only receive a notification from certain setups.
What problems is the product solving and how is that benefiting you?
We didn't have anything in place before so this has solved most of our issues. We now have a flow from Marketing to Sales to Service. The right team members can see what they need to see within the Hubs. The workflows really help keep each team informed of what is happening around the organization.
The customization you can make within the service hub is great and I can really tailor it to what I need for the team. I love the templates and automation that I can use when tickets come in.
I've created a knowledge base for all of our features and included videos of how to do some of the setups. I think it's a great way for our customers to be able to read and watch setups and not have to contact us directly.
We were easily able to import contacts and companies into HubSpot from an excel spreadsheet.
The customization you can make within the service hub is great and I can really tailor it to what I need for the team. I love the templates and automation that I can use when tickets come in.
I've created a knowledge base for all of our features and included videos of how to do some of the setups. I think it's a great way for our customers to be able to read and watch setups and not have to contact us directly.
We were easily able to import contacts and companies into HubSpot from an excel spreadsheet.
Service Hub integration
What do you like best about the product?
Pop-up website feedback surveys are very easy to deploy and have been an excellent tool for gathering customer feedback. Also, our scheduled email feedback surveys have been very steady once we set up the right scheduling logistics. It's been to see a steady cadence of customer input coming in regularly.
What do you dislike about the product?
I would like to see more options for more robust surveys (beyond the Happy / Neutral / Sad face and comment widget) . We are trying the plugins now.
What problems is the product solving and how is that benefiting you?
We finally feel that we're establishing a customer outreach effort that has some nice data analytics dynamics with the Service Hub features. We have been able to take action more quickly on issues and have realized greater revenue-generating opportunities with Feedback Surveys.
Always exceeding my expectations
What do you like best about the product?
The UI is one of the most comprehensive and visually appealing set ups amongst all other CRM's.
What do you dislike about the product?
Updates tend to happen and change without notice, sometimes setting me back a few minutes here or there.
What problems is the product solving and how is that benefiting you?
Client information and stats. The organization is phenomenal and functional.
HubSpot Service Hub makes customer service easy
What do you like best about the product?
Hubspot is easy to use and navigate, allows our team to track and record tickets and common customer issues. With it we can easily integrate almost all forms of communication we receive from customers, and we are able to pull detailed reports on granular issues to see where there are consistent pain points with our programs and services. Another great thing about HubSpot's service hub is how customizable it is. There have been very few things we haven't been able to change or adjust to best suit the needs of our team.
What do you dislike about the product?
A few things that have not been seamless about the service hub are the inability to import voice messages from customers without a third-party service, and that there are no notifications or markers to show another team member is looking at a ticket. With our previous program, that was easily noted and allowed team members to prevent responding to customers twice. With the service hub, it took several months of trial and error to find a solution that worked well and didn't unnecessarily add to our workload and ticket completion process.
What problems is the product solving and how is that benefiting you?
Hubspot allows us to connect all of a customer's data - tickets, reports, records, etc - in one central location which is so helpful when we have recurring customers. Another big benefit is being able to easily categorize and track the types of issues customers are contacting us about. Because of our company setup, knowing that information and being able to quickly see spikes or changes allows us to make adjustments on the front end that prevent those things from being issues in the future.
A lot of tools under one roof
What do you like best about the product?
Ability to collaborate between departments by simply transferring tickets and/or chats, easy to maneuver once you get the hang of things. Surveys are included and automatically traceable which is good.
What do you dislike about the product?
The service hub is a bit clumsy at times, but sufficient for smaller volumes. The layout can be a tad busy and cramped to my liking, but again, good enough in smaller volumes. Finding it difficult to create reports exactly the way I'd like to, but possibly there is a way to do so. Not possible to create multiple CES surveys.
What problems is the product solving and how is that benefiting you?
We use Service Hub for communication of all support related problems, so anything from updating a password to adding IP ranges etc.
The biggest benefits have been the ease to create and use pipelines, automated CES surveys and ability to easily assign tickets to the correct people.
The biggest benefits have been the ease to create and use pipelines, automated CES surveys and ability to easily assign tickets to the correct people.
Recommendations to others considering the product:
If you wish to bring your support closer to your marketing and sales teams that are already in Hubspot, works very well for the purpose.
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.
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