Service Hub Professional
HubSpotReviews from AWS customer
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Well balanced CRM - BEST IN CLASS Customer Service.
What do you like best about the product?
It is no every day you can say you have access to a powerful tool, that meets almost all your needs. And for those little things you have there that fall out of the scope, they listen very actively for your feedback and evaluate all things in a one on one basis. Furthermore, they are EXTREAMLY polity, knowledgeable and have a great attitude. For instance, I have an issue with an automation and left a feedback note. I hoped nothing for it… I got an email from their dev team as my case was interesting for them and wanted to learn more to be able to develop that feature. They Listen. And the tool evolves. Finally, they do pot a lot of information about the industry, and provide resources to enhance your day to day operations. All in all, I’m in love with them.
What do you dislike about the product?
The service hub is a but too new and need a bit more of options to better adapt to the support teams using that platform along with the sales teams using the sales hub. Also, the fact that sends the activities from the tickets to the five more recent deals is a bit of spam
What problems is the product solving and how is that benefiting you?
We migrated the whole support team from Jira to Service Hub. And it was a good change.
Recommendations to others considering the product:
Automations, segment users, create a dashboard for customers
Knowledge base tools
What do you like best about the product?
The ease of adding video content. Our previous Knowledgebase made it very difficult to link our video content. Hubspot allows the simple pasting of the video link in a draft article.
What do you dislike about the product?
The ability to format content ( images and tables) is somewhat limited. I would like to see more formatting options available in article creation.
What problems is the product solving and how is that benefiting you?
With Hubspot Knowledgebase tools, We have been able to produce a complete knowledge base that has had an immediate and profound positive impact on our customers
HubSpot CRM Review
What do you like best about the product?
Support Team is always there to help. The Design is very intuitive
What do you dislike about the product?
Knowledge Base has a limited amount of feature.
What problems is the product solving and how is that benefiting you?
Logging all our Sales, Deals, Marketing Emails, and Automations. Super easy and efficient to manage.
Recommendations to others considering the product:
Worth the cost, and the support and knowledge base articles are always available to help you.
Be the Hero Your Support Team Deserves
What do you like best about the product?
At my organization, you can set your watch the questions our Customer Care team receives on a daily basis. With HubSpot's Knowledge Base tool, I can now direct all of these tedious questions to FAQ pages instead of Customer Care's inbox. Even better, I can see what users are searching for on our FAQs page, and that allows me to build out more and better pages.
What do you dislike about the product?
With so much power, Hubspot's business model is crafted in a way that you can do MOST of what you need to do with any certain Hub. However, for it to work perfectly (and how you intended), there's always another Hub that you need to purchase.
What problems is the product solving and how is that benefiting you?
We are freeing up countless hours of our Customer Care team's time.
Easy to Use Powerful Knowledge Base
What do you like best about the product?
Easy to create an article in draft and then have it reviewed by colleagues. We also use this feature for building articles for upcoming features so support documentation can be ready as soon as the new feature is released.
What do you dislike about the product?
Formatting functionality isn't perfect and could use a bit of an update, but still more than usable.
What problems is the product solving and how is that benefiting you?
We are using Service Hub to drive self-service implementation and support for smaller Accounts. This has allowed our team to focus on higher spend accounts while still be able to a level of support for all accounts.
Fantastic solution. Can 't reccommend highly enough.
What do you like best about the product?
Full suite of integration options and partnerships that allow simple automation on complex tasks.
We are running all CRM/Marketing requirements through hubspot to create a single view of our customer and their requirements.
The visual interface and reporting suites are very powerful too.
We are running all CRM/Marketing requirements through hubspot to create a single view of our customer and their requirements.
The visual interface and reporting suites are very powerful too.
What do you dislike about the product?
Only thing I don't like that much about how Hubspot runs their business is they have locked a tonne of features / capabilities and still show these to users. Good for conversations about upselling (for hubspot) bad for my users as it keeps making us feel like we need more.
What problems is the product solving and how is that benefiting you?
Continual CSAT tracking from the day we launched has helped us ensure our customer challenges are surfaced to us in a way that helps us prioritise our development efforts.
Recommendations to others considering the product:
Change the locked features aspect.
User friendly knowledge base tool
What do you like best about the product?
Easy to organize and have standardized formatting style. And could link article to relevant fields/tickets for easy viewing
What do you dislike about the product?
More option for customization table of contents
What problems is the product solving and how is that benefiting you?
It helps me become more efficient. Time to locate articles regarding a specific tasks was reduced since we could link the article to it for easy viewing
Experience using Hubspot
What do you like best about the product?
That everything is correctly linked and that you can move through different spaces smoothly
What do you dislike about the product?
That sometimes it's hard to keep track. The search engine can be improved
What problems is the product solving and how is that benefiting you?
The CRM, tickets for Tech Support, connection to DEVs, deals
Recommendations to others considering the product:
Very intuitive, easy to use and complex in it's arquitecture
Easy to use, everything's in one place and all linked up to our contacts
What do you like best about the product?
I love that we can create various chatbots, which filter out repetitive questions before passing people through to live support. We then have our support email addresses automatically flow into the conversations inbox, which means we can easily track who's responding and report on response times. We then have tickets automatically created from those support requests, which means we can then report on the types of requests that come through, which channel they're coming from and how quickly they're dealt with and by who. The more knowledge we build on this, the more automation we can set up to save time.
What do you dislike about the product?
It would be good if you could automatically create tickets from live chat. It would be amazing if we could report on how many chats were dealt with by a bot (without the need to be passed through to a live agent). It would also be great if when you automatically create tickets from emails etc, that you could then tag different properties within the inbox, rather than having to click through to the tickets page.
Live chat notification needs to be more noticeable i.e. a continual ring until someone responds
Live chat notification needs to be more noticeable i.e. a continual ring until someone responds
What problems is the product solving and how is that benefiting you?
More accurate and detailed reporting.
Ease of having everything under one system.
Increase automation.
All in all - SAVING TIME
Ease of having everything under one system.
Increase automation.
All in all - SAVING TIME
Almost Perfect!
What do you like best about the product?
The formatting of the help center articles is very easy to use. I enjoy the tickets board, the group inbox, snippets are good. I like being able to see who has changed what. Quick assignment to others and then they get a notification or email about it. I don't have to keep nagging or asking if someone is following a case or completing their task. Especially with customer success, needing to know everyone's situation and internal backstory before reaching out and maintaining engagement, need to know what issues they are having and how is solving what.
What do you dislike about the product?
I wish I could schedule the publication of some articles. Generally with ticket and profiles it seems like lots of fields overlap or share the same purpose, causing some confusion when consolidating data. Would be so cool to quick edit/format the Reports or views (kind of like excel) without needing to export everytime. Tickets take too long to make. sometimes we have very small issues we want to auto track instead of manually making a ticket for each
What problems is the product solving and how is that benefiting you?
Having all of our company info in one place, for future employees, and we can collaborate and organize cases as a team. Increased accountability of each person using it. Our tool specifically can be quite hard to understand to the layman who may not understand data or technology, but we need them to use our product by explaining it thoroughly. It is a lot of responsibility on us to make sure we come up with help center articles that are easy to follow, that exist for every situation or obstacle they may face.
Recommendations to others considering the product:
Set up a crash course training to learn everything at once, instead of as you go, it could be frustrating to know something exists already once youre crossing the proverbial bridge
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