Service Hub Professional
HubSpotReviews from AWS customer
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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
Easy & extremely user friendly
What do you like best about the product?
I have used other systems in the past, but my favorite element to hubspot is the visibility. I can see everything i need in one place but not only that i can set it up to how i like it!
I can access all the information i need. easily and quickly at the click of my mouse
I can access all the information i need. easily and quickly at the click of my mouse
What do you dislike about the product?
At present i have not found anything i dislike about the system. you always make is so clear when things have changed, what has changed. Which i always find so helpful.
What problems is the product solving and how is that benefiting you?
Its helped with my work load management keeping everything i need to do all visible. It allows me to contact multiple people at once as well as manage my clients via the ticketing system.
Knowledge Base
What do you like best about the product?
The convenience of getting content to our client base, and the analytics around what they are searching for is top notch. The fact that I can update my knowledge base if a user is looking for something they can't find is valuable. Additionally, being able to identify which pages are being looked at most often has made it easier to link to more helpful resources.
What do you dislike about the product?
The only downside, which we were able to work around, is the analytics being impacted by those of us working in the knowledge base and on Hubspot. We turned some noise down around our ips and it was fixed. It would be nice to have our own usage dialed down out of the box so that our internal team searching is separate from users. There is value in knowing what our own team is looking for (for internal educational purposes) compared to what our clients are searching for (to better drive sales and understanding).
What problems is the product solving and how is that benefiting you?
We are educating people about who we are, what we do, and how they can best use our product. They are able to work through step by step within our tool based on image descriptions in the knowledge base. We are able to link to next steps, and the user can understand where they need to click next, what steps naturally make sense to continue to take advantage of best practices. We also use HubSpot for sales tracking which is use to organize leads.
Recommendations to others considering the product:
It is great.
A system that solves problems
What do you like best about the product?
I enjoy how easy the system is to integrate with existing systems, as well as the simplicity. Too many systems have dozens of features that you will never use.
What do you dislike about the product?
The system itself has it's limits, and you do have to work within it, which can be frustrating
What problems is the product solving and how is that benefiting you?
Utilizing the knowledge base, I wanted to improve our FAQ and combine all of the separate services into one system.
Recommendations to others considering the product:
If you want a single location to house all of your services on the back end, this is perfect.
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