Service Hub Professional
HubSpotReviews from AWS customer
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An amazing platform to work with
What do you like best about the product?
Definetely the filter capacity. In Hubspot you're able to do pretty much everything when it comes to filters, which is the center of an well organized daily routine.
Hubspot is excellent because everyone in the company can share results and compare in order to improve our methods, I think it's the best and more complete platform I've ever worked with.
Hubspot offers the best options when it comes to quick results and filters to attack our clients.
Hubspot is excellent because everyone in the company can share results and compare in order to improve our methods, I think it's the best and more complete platform I've ever worked with.
Hubspot offers the best options when it comes to quick results and filters to attack our clients.
What do you dislike about the product?
I don't have any particular downsizes, Hubspot completely fills my needs, but one improvemente is that maybe it should allow us to insert more filters on the main commercial dashbord, because it's the most important filter in my opinion, it helps the entire team to achieve its goals on a quick and effective matter.
What problems is the product solving and how is that benefiting you?
Filtering the correct leads to attack and having an accertive result over the month.
We work in a company where Doctors can increase their visibility and hubspot helps us to achieve this result. We can use the hashtags to analy the engagement level, the status they need to improve and also their score. The platform is 100% assertive and I was able to solve lots of problems with it. Our clients are happy as well.
We work in a company where Doctors can increase their visibility and hubspot helps us to achieve this result. We can use the hashtags to analy the engagement level, the status they need to improve and also their score. The platform is 100% assertive and I was able to solve lots of problems with it. Our clients are happy as well.
Recommendations to others considering the product:
You guys should really use Hubspot because it's easy, simple and resolutive. Hubspot helps me on my daily basis and it's the main tool when it comes to performance. I recommend to everyone.
Great overall Service Desk
What do you like best about the product?
Seamless integration between the various hubs was the biggest selling point for us. We never previously had a ticketing system, we ran through Intercom. The layout, format of "tickets in a pipeline" and extra tools for Knowledge Base, Feedback, etc... are well worth it for the cost of Service Hub in isolation.
Reporting is good as well. We can see who has been working on what, and the volume we receive in on most attributes. I think it could go another level if we could see heat maps of what times customers a contacting in.
Knowledge Base design is nice. Would love to be able to run our own CSS on it, but as an out of the box product, it's pretty good.
Overall, Hubspot makes constant updates to features, and have a lot of betas running, that are easy for you to sign up to. Best of all, the betas they release usually work and are mostly bug-free!
Reporting is good as well. We can see who has been working on what, and the volume we receive in on most attributes. I think it could go another level if we could see heat maps of what times customers a contacting in.
Knowledge Base design is nice. Would love to be able to run our own CSS on it, but as an out of the box product, it's pretty good.
Overall, Hubspot makes constant updates to features, and have a lot of betas running, that are easy for you to sign up to. Best of all, the betas they release usually work and are mostly bug-free!
What do you dislike about the product?
Chat isn't as good as Intercom. It mostly does the job, but Intercom isn't cookie-based, it's tied deeper into login. The extra cost of Marketing Hub (where Hubspot can become expensive) to get all the Intercom messaging/emailing features is a downside. Some of the intricacies make you sit there and ask why? i.e. not being able to auto-switch a live chat to a bot after hours. There are workarounds for most things though, so it does end up working out. It's more annoyances than anything else.
Low number of Reports i.e. 20 reports for Sales Hub Pro, then when we added Service Desk, no more reports! We added a whole new suite of tools and we have to be stingy with our dashboard reports.... This isn't saying the product is bad, it's just having to balance the cost vs. features.
Low number of Reports i.e. 20 reports for Sales Hub Pro, then when we added Service Desk, no more reports! We added a whole new suite of tools and we have to be stingy with our dashboard reports.... This isn't saying the product is bad, it's just having to balance the cost vs. features.
What problems is the product solving and how is that benefiting you?
Our customer support team has always been rated well, but the management and organization of cases were always a mess. Tickets help us categorize support cases, and manage them through to completion. We are able to take these analytics and apply them meaningfully and realistically to our own product and resource planning.
Recommendations to others considering the product:
Know what you really want out of the tool in terms of an end goal. What are you trying to achieve? In our case it was simplicity and overall better management of our customers, this allowed us to do.
I would suggest evaluating the overall package of hubs with Hubspot too. Deployment was quick because we had already integrated our systems with Sales Hub.
I would suggest evaluating the overall package of hubs with Hubspot too. Deployment was quick because we had already integrated our systems with Sales Hub.
The most helpful CRM to date!
What do you like best about the product?
The Knowledge Base is one of the best assets that we have added to our website and is a very big hit. It was so easy to create and is so easy to edit and navigate. Hubspot Service Hub is the most simple but effective way to make sure you're providing customer's with the most up to date information in the easiest way possible.
What do you dislike about the product?
I'd say the two criticisms are to do with the live chat and the URLs. The URLs that are created due to the title of the article almost always needs to be adjusted. Secondly, the live chat is sometimes a bit difficult to explain any issues I may have and could be resolved a little quicker.
What problems is the product solving and how is that benefiting you?
The introduction of the knowledge base means that we have more enquiries coming in with specific questions about our services. Meaning that people coming through us directly after the knowledge base have more of an idea of what they want to ask.
I've loved using the Service Hub so far
What do you like best about the product?
I like the way the Knowledge Base is formatted, it's very reader friendly and you can search for articles.
I think the knowledge base is up to par with this day and age's websites. Our old website was pretty dated, this gave us a major upgrade!
I also like the way tickets are organized. You can view all the tickets (form submissions) in one centralized place. Then drag and drop the tickets to waiting on contact, waiting on us, or closed. It's a very convenient way to organize a ticketing system.
I think the knowledge base is up to par with this day and age's websites. Our old website was pretty dated, this gave us a major upgrade!
I also like the way tickets are organized. You can view all the tickets (form submissions) in one centralized place. Then drag and drop the tickets to waiting on contact, waiting on us, or closed. It's a very convenient way to organize a ticketing system.
What do you dislike about the product?
The fast that the knowledge base and form page are not very editable. The templates are professional looking and very user friendly. However, you have very limited editing abilities. Also, the page that the form is on to create tickets - you don't customize at all. You just switch on the form and it creates the contact us page.
What problems is the product solving and how is that benefiting you?
We have switched our support team over to use the Service Hub. We used to work out of an email, so switching to the service streamlined our communication.
Recommendations to others considering the product:
I would recommend it. Expect about a month to get it all setup and everyone on board.
I love the ticketing system, as all our support questions are in one place and you can drag and drop tickets to their stage (like closed, waiting on us, etc.).
The template option for the knowledge base are also pretty nice. The only thing is you can't edit them very much. The template isn't super customizable.
The ticket system is also very nice. It has streamlined our communication and working support is so much easier now.
I love the ticketing system, as all our support questions are in one place and you can drag and drop tickets to their stage (like closed, waiting on us, etc.).
The template option for the knowledge base are also pretty nice. The only thing is you can't edit them very much. The template isn't super customizable.
The ticket system is also very nice. It has streamlined our communication and working support is so much easier now.
Hubspot listens to their customer on product suggestions.
What do you like best about the product?
My experience with Hubspot Service Hub consists of publishing articles on, and maintaining, the Knowledge Base. This is an online "customer service center" where we offer training and support on our products.
When Knowledge Base was first released, I was happy that our customer support could be integrated into Hubspot, which we already use. This was preferable to using another program such as Zendesk. But compared to the competitors, the early version of Knowledge Base lacked features and customization.
I have personally worked with a Knowledge Base product manager, who heard my concerns, and has developed new features in response to my (and other users') feedback. I am glad they took our concerns seriously and implemented solutions.
When Knowledge Base was first released, I was happy that our customer support could be integrated into Hubspot, which we already use. This was preferable to using another program such as Zendesk. But compared to the competitors, the early version of Knowledge Base lacked features and customization.
I have personally worked with a Knowledge Base product manager, who heard my concerns, and has developed new features in response to my (and other users') feedback. I am glad they took our concerns seriously and implemented solutions.
What do you dislike about the product?
See above — the early versions of Knowledge Base were not as full-featured as their competitors, but Hubspot has worked to mitigate this.
I believe that competitors like Zendesk still offer more customization options that Hubspot Knowledge Base does not — custom CSS on home page, more flexibility with templates, etc.
I believe that competitors like Zendesk still offer more customization options that Hubspot Knowledge Base does not — custom CSS on home page, more flexibility with templates, etc.
What problems is the product solving and how is that benefiting you?
Our products are distributed all over the globe, but we only have one physical location. Because of this, Knowledge Base allows us to offer tech support in the form of videos, articles, diagrams, etc. to our customers.
This also lessens the workload on our small tech support staff, and allows our customers to find answers on the weekends when we are unavailable to take calls.
This also lessens the workload on our small tech support staff, and allows our customers to find answers on the weekends when we are unavailable to take calls.
We use Hubspot for all of our CRM and service needs.
What do you like best about the product?
I like the ability to handle service requests directly in my CRM and that all customer contact is built into the customers' profile. The service is also very good and prompt, and if they don't know the answer they will research a way on how to use a workaround.
What do you dislike about the product?
There are some limitations to the software that I have experienced but they are for pretty unique use cases and I wouldn't necessarily expect the ability to be there. Some of the features are not as fully built out as some of the others, so using other specialized software is sometimes needed.
What problems is the product solving and how is that benefiting you?
I am solving our support needs for our customers, using the knowledge base and the ticketing system. Having the ability to handle all customer outreach in one tool is helpful for team cohesion.
Recommendation of Hubspot Service Hub
What do you like best about the product?
Service Hub offers a wonderful experience for our contacts on our website. With hundreds of contacts, it helps us keep track of our customer's needs and helps us improve our ability and skills regarding assigning to our team. I am a great fan of Knowledge Database which has been very successful for us!
What do you dislike about the product?
I don't have anything to dislike! I think the design is simple and very easy to use.
What problems is the product solving and how is that benefiting you?
We have had times when work on our knowledge database has not been saved but this has been resolved in the last few months.
Slow to start but ramping up how we use Knowledge Base!
What do you like best about the product?
As a memeber of the marketing team, we have used the knowledge base to showcase to our customers how to utilize new features and enjoy a better onboarding experience. We are also going to be eliminating our manuals and using the KB to host them digitally.
What do you dislike about the product?
I wish we could brand it a bit more. Also, it would be really great if you could have 2 separate knowledge bases to host different content for different products, basically create two separate landing page experiences.
What problems is the product solving and how is that benefiting you?
Our service team manages all tickets w. in the service hub. For us, it is a way to organize customer-facing helpful information.
In charge of the Knowledge Base
What do you like best about the product?
The knowledge base is easy to navigate in.
What do you dislike about the product?
I actually do not have anything negative to say about the knowledge base however I do also use the Inbox and the only dislike is that I have to attach screeshots instead of being able to drag them into the chat.
What problems is the product solving and how is that benefiting you?
communicatin between us and the customer via knowledge base and also the chat
Great tool to build your help center
What do you like best about the product?
Very easy to use and there is always HubSpot support or videos explaining the feature to help you if needed. Also, with recent changes on formatting feature made it much better to leave your text the way you like
What do you dislike about the product?
The knowledge base is only available in one language and it can get hard to manage multiple languages. We have users accessing mainly in Portuguese and English but there is French Spanish as well. In order to have all these languages would be necessary to manage multi accounts in HubSpot.
What problems is the product solving and how is that benefiting you?
Our users are able to have access to a great and complete knowledge base, so the tickets resolution got much quicker.
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