Service Hub Professional
HubSpotReviews from AWS customer
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Using HubSpot to better manage qualified sales leads and effective chat support
What do you like best about the product?
HubSpot was really easy to integrate with our website. It is very easy to automate the processes which move qualified seals leads through our deals pipeline.
What do you dislike about the product?
Some parts of the interface aren't as intuitive to use as I expected, e.g. when designing the visuals for email templates.
What problems is the product solving and how is that benefiting you?
To quickly contact qualified sales leads and provide them with the necessary information to move them through our deals funnel. The speed of this contact via automated workflows means we can act upon inbound sales leads immediately.
Hubspot is awesome
What do you like best about the product?
I love how I can handle sales, marketing and support all in one place. It's also a very intuitive tool.
What do you dislike about the product?
There is nothing to dislike about the product
What problems is the product solving and how is that benefiting you?
I am able to better market internally and externally to both my clients and prospects. I'm able to better gauge the health and happiness of my client base from Hubspot.
Recommendations to others considering the product:
It's a great service to manage what you need.
Very happy with HS Service Hub experience
What do you like best about the product?
One of my favorite features is the knowledge base. It is a great tool to allow customer's access to knowledge, and it's a great tool for us to see what they're searching for and how we can better help. I check the searched terms with no results regularly to see what we can add to make the knowledge base better, and the added tag feature definitely has bad that even easier to do. Love it.
What do you dislike about the product?
it's really hard to pick something I don't like, as there are so many incredible features to utilize. I think that certain parts of the ticket system could be a little bit better. Since tickets have come into conversations, it is harder to remember to update/close them when the conversation switches to email.
What problems is the product solving and how is that benefiting you?
Service Hub offers a great ticket form/experience for our contacts and customers. It works very well to assign and keep track of customer concerns. As mentioned previously, the knowledge base has also been a game changer for us to keep FAQ organized, and be able to do some in depth analysis on what our customers/website visitors are searching for, and what we can better help them with. There is also a feedback survey section that can be set up and automated so that customers/contacts can rate their customer experiences, website experiences, etc. Those have been really great just to make sure the website is working properly, and that our visitors aren't regularly experiencing issues. Also, if customer's have a negative experience, I have it set up to notify me, so I can reach out to them to see how we can better assist them, which can really make a difference for some people.
Recommendations to others considering the product:
I would definitely recommend the service hub. If you have any questions though, definitely ask the HS team. They are very responsive and honestly really great.
Great customer service tool
What do you like best about the product?
HubSpot is a fantastic tool for managing large eCommerce customer databases and their support tickets. We have it interfaced with the WooCommerce WordPress app and it does a pretty good job for our very fast growing startup team.
What do you dislike about the product?
Not much, but the site servers were so slow sometimes. I wish there was better management of customers that submit multiple tickets, so when we have a large number, those individuals don't get lost in the shuffle.
What problems is the product solving and how is that benefiting you?
Managing high traffic of less than internet savy customers, that need to have an easy way to interact with us online.
Recommendations to others considering the product:
If you are opening an eCommerce site and anticipate needing to handle a large amount of customer support tickets and customer activity history, this is an excellent product. It offers everything than others like ZenDesk offer, but at an even better value for a new company.
The best suite of tools dedicated to customer care
What do you like best about the product?
After adopting the Sales suite and the Marketing suite, we opted for the latest Hubspot component: the Service Hub. I have always appreciated the intuitiveness and ease of use of Hubspot tools, and the Service Hub is no exception. We appreciate all the features: live chat with our clients, the ability to create a ticket from the chat, synchronization with Slack, the knowledge base (which we use internally and externally), workflows to inform our clients of the progress of tickets, etc.
What do you dislike about the product?
Through its academy, Hubspot is a daily source of inspiration. I would appreciate being able to build a support system as comprehensive as the one offered by Hubspot: the ability to request a callback, public tracking of tickets, etc.
What problems is the product solving and how is that benefiting you?
We use it for managing our support tickets, in support of a constant improvement of our internal processes. Additionally, the Knowledge Base is a valuable tool for developing the service we provide to our clients daily, while saving precious time. We have launched the creation of a knowledge base enriched with videos (hosted by Hubspot via Vidyard), which is a valuable tool for continuous training and support for our clients. In parallel, we have also developed 2 customer care pipelines, one for managing incidents and bugs, and the other for reporting product improvement requests. This way, we can be responsive in problem resolution, offer attentive customer service, and show our clients that we take their feedback into account, without any time limit.
Service Hub greatly improved the effectivity of our support team.
What do you like best about the product?
So far we have been using the ticket system and implemented automatic workflow for all the stages in the ticket panel.
What do you dislike about the product?
It would be beneficial to be able to customize the ticket display in panel view. Our team needs other information than what is displayed by default.
What problems is the product solving and how is that benefiting you?
The time used to on-board our customers has has improved greatly, less than half the time is needed in the process compared to using tasks as we did before.
The automated workflow on the tickets (counting down days in stage), this makes us able to see what ticket we need to process with a glance (using priority as a flag).
The automated workflow on the tickets (counting down days in stage), this makes us able to see what ticket we need to process with a glance (using priority as a flag).
Recommendations to others considering the product:
Carefully plan the workflow you need before starting, take your time to get your needs covered by the Service Hub.
Great CRM
What do you like best about the product?
I love the fluidity that this module offers its users. Also, very user friendly.
What do you dislike about the product?
Thus far there are no downsides I can think of.
What problems is the product solving and how is that benefiting you?
Keeping track of clients inquiries that we answer as well as tracking quotations.
This makes us much more efficient for providing report snapshots and data look up.
This makes us much more efficient for providing report snapshots and data look up.
Improves our sales experience
What do you like best about the product?
We use hubspot service hub to get feedback on both our sales experience as well as feedback on services provided. It's great to get feedback on what's working and what people don't like about our processes so we can enhance our service. It's also great for our internal processes. Our onsite staff is able to submit tickets for internal processes that need improvements.
What do you dislike about the product?
For some instances, adding more questions would be helpful. Having the knowledge base be more customizable would be nice so that is more consistent with our brand.
What problems is the product solving and how is that benefiting you?
We are able to have a clear process for feedback and create workflows for follow-ups. It's been great for collecting testimonials as well.
Recommendations to others considering the product:
We use the feedback customers give us to see the kind of language they use and work that language into the content me produce.
Great tool for clients
What do you like best about the product?
I love the ease of being able to attach the relevant links to clients out of Knowledge base.
What do you dislike about the product?
I wish you could go back and forth from replying to a msg to knowledge base without losing your reply. You have to have two windows open to do that.
What problems is the product solving and how is that benefiting you?
Being able to look at all of our knowledge base to send to customers is awesome. The only problem is when we have questions from the "Bot" we cant just reply, instead we have to create an email and sometimes it does not show in the thread.
Very informative
What do you like best about the product?
Can easily track conversations and tickets
What do you dislike about the product?
Multiple conversations come through even after ticket has been raised
What problems is the product solving and how is that benefiting you?
Customers Issues with software
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