Service Hub Professional
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User Friendly with a seamless interface
What do you like best about the product?
How easy it was to edit and make changes, the process from writing to publishing was seamless. The Image pool was very useful as I can then transfer my assets to other Users editing or posting their own Knowledge-based posts. That it is a platform that allows multiple users to propagate simultaneously making it easier to delegate tasks to my team.
What do you dislike about the product?
Not much to be honest as my work with the tool was rudimentary at best, however, as a new user I felt I would have benefited more with custom templates as presets that I can choose from. With tools such as these, I would have prefered to see some external monitoring metrics of the volume and unique hits with basic demographical information to allow me to better curate my future posts.
What problems is the product solving and how is that benefiting you?
A Mobile Help desk is imperative in this day in age and with the HubSpot Service Hub, I can have a repository of information that allows users to be better acquainted with the tools that my software ecosystem can provide.
Recommendations to others considering the product:
With tools such as these, I would have prefered to see some external monitoring metrics of the volume and unique hits with basic demographical information to allow me to better curate my future posts.
Excellent CRM and ticketing tool
What do you like best about the product?
My favorite part of hubspot is the versatility of use and having multiple departments on the same team. There are more than one way to achieve many tasks, leaving it up to the user to decide what best works for their needs. In my role (client support manager), it’s great that I can track Deals and be prepared for which clients are going to be in on-boarding soon so that my team is ready. When onboarding is nearly done- I can send a task to my counterpart in the call center. Everyone knows at all times where each client is at in the process from beginning to demo to onboarding to live!
What do you dislike about the product?
Hubspot is largely focused on the sales side of things. I wish there were more integrations for service tasks. Hubspot academy has lots of certifications! None of which are for service, though.
What problems is the product solving and how is that benefiting you?
All of our tickets are worked in Hubspot. The conversations screen is great. Our clients chat or email and we can not only reply from there, but we can also open a ticket from within the conversation!
Recommendations to others considering the product:
This is a very powerful tool for your company. Like all tools, it will only be as accurate as the information it is provided. Take advantage of the available ability to customize fields. This is instrumental in using their fantastic customizable reports. More importantly, take advantage of Hubspot Academy and the Hubspot Community. Knowledge is power! This tool is capable of more than most realize ;)
The most intuitive Platform out there
What do you like best about the product?
Everything is user-friendly, everything. You don't need to be an IT person, you don't even need an IT person. The knowledgebase is a fantastic asset for our customers and really improves the ability for them to self-service. We can write a new article in real-time as new questions or topics come up. They even have a 'searches without a result' chart so you can see what people are searching for. The feedback tool for NPS and CSAT is brilliant too, that's something we'd traditionally outsource to an external tool but would then not link back to the customer record or have any automation attached to it. We use that now as leading indicators throughout the customer journey, rather than analysing quarterly.
What do you dislike about the product?
There have been some really good improvements to the layout and theme settings in the knowledgebase to make it more customisable but the one thing I'd love to see is a second knowledgebase, or even a third! That's really the next step is to be able to create a knowledgebase specific to different customer groups or business units. It would also be great to have an internal staff knowledgebase too.
What problems is the product solving and how is that benefiting you?
For us it was the ticketing system that we really needed. We have multiple customer request types that get handled by different teams in different states nationally. To be able to track customer requests in real time, see who's working on them, how long it takes to close and even use the feedback tool to then survey the customer on the resolution of their request is incredibly valuable.
Recommendations to others considering the product:
Do your research but HubSpot Service is definitely one of the best when used with HubSpot CRM.
There's a learning curve, but the incredible support team will take you to endless possibilities. :)
What do you like best about the product?
Shared email inboxes are amazing. Customer feedback is amazing too. Much easier for management to monitor how well staff members are doing from sales to support. We've only just started using it but it's already helping us solve issues within internal processes.
What do you dislike about the product?
Still having trouble understanding the difference between tickets and conversions. Not using tickets at the moment because of it. Would love to know how it can improve our internal processes better though!
What problems is the product solving and how is that benefiting you?
We get a better understanding of client and lead pain points through the customer surveys and are now creating automated workflows for some of these to make our customer experience better now
Recommendations to others considering the product:
Always ask the support team when in need, they are very helpful and quick
Hubspot's Service Portal is great
What do you like best about the product?
It is super easy to add/edit articles on the fly
What do you dislike about the product?
Lack of custom design options and integration with chatbot
What problems is the product solving and how is that benefiting you?
Main Customer Questions
So great..like....so GREAT!
What do you like best about the product?
HubSpot Service Hub allows my team to tackle support tickets so fluidly and transition them to each other swiftly. We are expecting to get a lot of service tickets coming in within the next several months due to our next launch and we feel very great knowing that HubSpot's ticket system will help us organize it.
Knowledge Base has also been an amazing tool for our team as well! Our team spent a good amount of time knocking out knowledgebase articles to support our users this year and we're thrilled about the experience they will have knowning about our public library of information.
Overall, HubSpot Service Hub has allowed my team and I to save time and energy on customer support so we can focus on more revenue-generating task as a small start up.
Knowledge Base has also been an amazing tool for our team as well! Our team spent a good amount of time knocking out knowledgebase articles to support our users this year and we're thrilled about the experience they will have knowning about our public library of information.
Overall, HubSpot Service Hub has allowed my team and I to save time and energy on customer support so we can focus on more revenue-generating task as a small start up.
What do you dislike about the product?
My biggest dislike about service hub is the integration of forms onto our Knowledge Base. For some reason, the form styling did not and has not transitioned to the public form we have available (i.e. the button font and coloring, the fonts in the text box, etc.)
What problems is the product solving and how is that benefiting you?
We are solving our ability to manage support tickets on such a wide scale unlike ever before. Customer Support has always been such a killer for us but Service Hub just makes it so easy!
Recommendations to others considering the product:
HubSpot Academy and their support team is stellar! They have provided so much information to help use their software tools and their support team is quick to reply and help you solve almost any problem you're facing.
Great Features!
What do you like best about the product?
I love the "Tasks" feature on HubSpot. I haven't used another platform that organizes it as efficiently. I only see my tasks for the day and I can even schedule them out months at a time without them cluttering my main view.
What do you dislike about the product?
I think the Conversations feature could use some improvement. When I send an email out, the conversation remains open when I'd prefer it to be out of view until I get a response. It's a small improvement but still would save time if I didn't have to close it manually every time.
What problems is the product solving and how is that benefiting you?
I love using HubSpot for sales purposes. Customers are linked to a profile so I'm able to see their entire history, when they started communicating with us, past services they've been interested in, current services they're benefiting from, etc.
When you're in sales, it can be a bit of a headache to see 50 calls that you need to make at the beginning of each day. It's difficult to keep track of how many times you've called that person at times especially when you're trying to efficiently call people back-to-back to keep a good rhythm. The "Tasks" feature helps you by scheduling calls throughout the week. You only see your daily tasks so you can knock out your call, write a quick note, and reset the follow-up for a later date without it staying in your view.
I also like that when you send an email it automatically adds them as a contact in HubSpot. The next time you email them you can just type their first/last name and you don't have to look up their email address again.
When you're in sales, it can be a bit of a headache to see 50 calls that you need to make at the beginning of each day. It's difficult to keep track of how many times you've called that person at times especially when you're trying to efficiently call people back-to-back to keep a good rhythm. The "Tasks" feature helps you by scheduling calls throughout the week. You only see your daily tasks so you can knock out your call, write a quick note, and reset the follow-up for a later date without it staying in your view.
I also like that when you send an email it automatically adds them as a contact in HubSpot. The next time you email them you can just type their first/last name and you don't have to look up their email address again.
Recommendations to others considering the product:
Do it! They've considered everything you need for your business and then some. The best part is that it's all in one place.
Knowledge Base is intuitive and easy to use!
What do you like best about the product?
I'm new to Hubspot and the Knowledge Base feature is one of my favorites so far. I like how easy it is to publish or edit articles and my favorite feature is the analytics where you can see what keywords people are searching for and most importantly - identify which do not have relevant articles.
What do you dislike about the product?
I wish the little icons in the new templates feature had more options.
What problems is the product solving and how is that benefiting you?
Mostly Knowledge Base articles - has been great to collect data here on what our customers search most often and what we can improve.
Great Tool for Customer Service and Customer Experience
What do you like best about the product?
I like that you can quickly build out a knowledge base of searchable content for customers and even prospects. It allows for a seamless web experience while adding valuable content, and improving SEO efforts. I also think the ticketing is key for customer service and you can now get the full contact lifecycle in the single contact record in HubSpot. We have been seeing value from this for organizations looking to create a more sophisticated customer service experience, and having the visibility available to all parts of the organization (Marketing, Sales, Service).
What do you dislike about the product?
The customization of the knowledge base features are lacking a bit. There is light customization for branding, but large companies generally want more than what is currently offered. If there can be the same level of customization as the current HubSpot blogging tool, I think it will be of more value to larger companies.
What problems is the product solving and how is that benefiting you?
I haven't seen any problems yet, but the benefits are wonderful! We have seen an increase in usage in our FAQs. This used to be 1-page on the site, and now it adds tremendous SEO value while making it more interactive for the user. For ticketing, we have seen more customers use the ticketing functionality, and we have been able to provide more visibility into the whole customer service experience. This has added great value to improving our customer satisfaction as well.
HubSpot Service Hub has been great for our support team
What do you like best about the product?
The knowledge base feature has been a huge value add for our team. We previously did not have any knowledge base for our customers. It was nice to be able to start one using HubSpot without having to invest extra money in case it didn't work out ;) Now we have over 100 articles. This has made it easier to train support team members and allows our customers to seek out answers first if they want instead of calling us.
What do you dislike about the product?
It would be nice to have more options for the export on the Feedback Surveys. We break down our NPS by account manager and the reporting within the Feedback Surveys does not allow you to edit the columns. NPS is logged to a contact property though so I can build custom reporting to get what I need.
What problems is the product solving and how is that benefiting you?
We used to use Uservoice, which was fine before. However, it has been great that our whole team from Marketing to Sales to Customer Success can all use the same platform. This makes training internally easier and it gives us a better idea of our customer journey as we can see touch points with individuals from the beginning of time instead of having to jump between different platforms.
Recommendations to others considering the product:
Definitely invest the time to build out on the different features. Our team has benefitted from the Knowledge Base, Surveys (used to measure NPS and transactional steps), and tickets. We are constantly relooking at our customer journey to see how we can utilize HubSpot's tools more.
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