Service Hub Professional
HubSpotReviews from AWS customer
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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
Great tool to bring everything under one roof!
What do you like best about the product?
We really like the workflows to help our customer service reps get their work done quickly and efficiently. We also really think HubSpot brings all our users together in one unified experience to reach our customers.
What do you dislike about the product?
We didn't like how out of the box there was not much to work with. A lot of the service workflows had to be custom built by us, but that was a learning experience.
What problems is the product solving and how is that benefiting you?
We are solving the issue of using multiple tools to get the same job done. We are realising that we can reach our customers proactively about any issues from the distribution to the delivery of our hampers to customers with a unified approach.
Recommendations to others considering the product:
Make sure you are ready to implement workflows with their fantastic support team.
Be open to work differently to other help desk software.
Be open to work differently to other help desk software.
Awesome software with a lot of possibilities.
What do you like best about the product?
The way the software and especially the dashboard are organized is super.The way the software and especially the dashboard are organized is super.The way the software and especially the dashboard are organized is super.
What do you dislike about the product?
Nu issues at the moment. The software works excellent. Nu issues at the moment. The software works excellent.Nu issues at the moment. The software works excellent.Nu issues at the moment. The software works excellent.Nu issues at the moment. The software works excellent.Nu issues at the moment. The software works excellent.Nu issues at the moment. The software works excellent.Nu issues at the moment. The software works excellent.Nu issues at the moment. The software works excellent.
What problems is the product solving and how is that benefiting you?
We organize our workflows with this. This helps us to make out communication with the different shareholfers much more efficient, This helps us to make out communication with the different shareholfers much more efficient. This helps us to make out communication with the different shareholfers much more efficient.This helps us to make out communication with the different shareholfers much more efficient.This helps us to make out communication with the different shareholfers much more efficient.This helps us to make out communication with the different shareholfers much more efficient.This helps us to make out communication with the different shareholfers much more efficient.This helps us to make out communication with the different shareholfers much more efficient.This helps us to make out communication with the different shareholfers much more efficient.This helps us to make out communication with the different shareholfers much more efficient.This helps us to make out communication with the different shareholfers much more efficient.This helps us to make out communication with the different shareholfers much more efficient.
Customer service is quick but services need to improve. Need more functionalities.
What do you like best about the product?
Customer service is quick! You get a response usually within 5 minutes.
What do you dislike about the product?
Lack of enough functionalities. HS takes a long time to implement new functionalities and severe lack of it - even easy to implement/simple ones that are necessary for a company to perform.
What problems is the product solving and how is that benefiting you?
We use it mainly use it for Data analysis/Automation.
Recommendations to others considering the product:
It is good for a medium-sized company to use it as an automation tool and the customer service is good. BUT in terms of functionalities, there is a long way to go and you may have to sometime end up buying other providers wherein HS could have provided that. HubSpot is also a bit slow in implementing new features. Keep these in mind.
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