Service Hub Professional
HubSpotReviews from AWS customer
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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.
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.
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