Service Hub Professional
HubSpotReviews from AWS customer
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It was a good experience
What do you like best about the product?
One location for all of our customer management needs from becoming a lead to the sale, as well as good reporting on a lot of different data points.
Quick deployment of our help center articles, being able to put out consistent articles in a short time to answer all of the most common questions.
Quick deployment of our help center articles, being able to put out consistent articles in a short time to answer all of the most common questions.
What do you dislike about the product?
There are restrictions with some workflows, sequences and chat bot functions as far as imputing incorrect information from the customer and not being able to automate certain tasks.
Not being able to sort by which sequences contacts are currently in for batch edits or reassigns.
More customization options, maybe opening up HTML/CSS and Javascripting on the pages. Being able to fully whitelabel is good, but could be better. I believe that opening up coding as a whole and on each individual page will be beneficial. The other feature that can be improved is the file management system. Adding in a better video embed function to improve the ability to add videos from other sources such as Youtube or Vimeo. Adding a feature to use prebuilt parameters for the chatbot function to send a user to specific articles based on their responses and the keywords we input on article creation.
Not being able to sort by which sequences contacts are currently in for batch edits or reassigns.
More customization options, maybe opening up HTML/CSS and Javascripting on the pages. Being able to fully whitelabel is good, but could be better. I believe that opening up coding as a whole and on each individual page will be beneficial. The other feature that can be improved is the file management system. Adding in a better video embed function to improve the ability to add videos from other sources such as Youtube or Vimeo. Adding a feature to use prebuilt parameters for the chatbot function to send a user to specific articles based on their responses and the keywords we input on article creation.
What problems is the product solving and how is that benefiting you?
Aided in automating the support system we have in place, being able to track article health and view, time on pages, etc. is helpful to see what aspect are successful and which articles need improvement
Recommendations to others considering the product:
Hubspot has been a great way to take care of customers and tend to our clientbase, with great reporting and automation options you can streamline your workflow.
Hubspot service hub has an excellent way to quickly implement help articles and a help center for your users. Make sure you stick with a consistent, clean and concise style for your articles.
Hubspot service hub has an excellent way to quickly implement help articles and a help center for your users. Make sure you stick with a consistent, clean and concise style for your articles.
Game Changer
What do you like best about the product?
Ease of use and scalability. We really like how easy it is to create and edit articles. The new template customization is also a great update they recently came out with. We were able to get started with a simple database of help articles and have now integrated chatbots and the ticketing system.
What do you dislike about the product?
Having the ability for a customer to create and monitor their support tickets would be very helpful.
What problems is the product solving and how is that benefiting you?
We have been able to create a ton of articles to support our agents. Instead of the agent having to wait on a member of management to get back to them with the answer they now have 24/7 access to answers to many of their questions. The ticketing system allows us to help our agents quickly and avoid questions and issues from falling through the cracks.
Recommendations to others considering the product:
Start by building your articles first and then migrate to the other available features. The updates Hubspot has made to the knowledge base in the form of article creation and the templates are incredible.
Great Experience as a Startup
What do you like best about the product?
The HubSpot Service has a lot of great features and we still have several we need to use! The initial purpose of adding the Service Hub was for the Knowledge Base. We had a User Guide on our website, but it didn't provide the best data or insights. By bringing it into the Service Hub, we now know which articles are being looked at the most and the best part is the system helps suggest other articles, we don't have to have static ones listed. We plan to implement the customer surveys and hopefully one day integrate our support tickets into there. We still feel like we are getting our money worth though! Overall, the Knowledge Base is as great as I hoped it would be!
What do you dislike about the product?
I truly haven't come across any dislikes like other than not initially understanding what the Service Hub included. Once I got past that, I could really see the value in adding it. I do wish there were other survey options we could also utilize so I wouldn't have to use a third-party service for surveys.
What problems is the product solving and how is that benefiting you?
As discussed in what I like best, we are mainly using it for our Knowledge Base. We not only have it housed there, but we also are using the data part of it so we know what topics are doing well and what we need to improve on. We have been able to better understand what people are searching for when they get to our website and we can try to point them in the right direction. While we have made plans, we haven't implemented the NPS or customer feedback surveys yet, but we have plans to do so in the next 3 months. This will give us a chance to understand the onboarding experience and see how our current customers are doing.
Recommendations to others considering the product:
I would recommend checking it out, even if you aren't sure. If you are a HubSpot customer already, it is definitely an easy add-on. If you aren't a customer, this might be what helps you give it a chance. We were previous HubSpot customers so it was an easy add-on for us, plus it had something we really wanted. I would say it is at least worth looking into if you get the chance. We found that it helped solve a few other challenges we didn't even know we had yet. Overall, HubSpot Service Hub has a lot of great features and even if you only use a part of it, it can be really beneficial to your strategy and day to day operations.
Great tool that houses all of your data in one place!
What do you like best about the product?
Hubspot Service Hub lets you implement multiple workflows that making completing support requests quick and easy. I also love the tracking email function so I can see when one of our clients opens a communication.
What do you dislike about the product?
I do not like that if you are writing an email and click the backspace it will sometimes delete the entire email, we also do not have a saved draft option. I would also love it if we could determine when another user is working a ticket, I know we have double emailed a client before because we were not aware that another person was already working it.
What problems is the product solving and how is that benefiting you?
We are making a lot of our processes automatic, which is great! Now our customers do not have to wait for us to send a communication for certain processes. We are also using the reporting tools in Hubspot to gather data and make adjustments to our processes and knowledge base.
Recommendations to others considering the product:
I would recommend this tool for anyone that is working off of a ticket system in the support field. Having all of our information on one platform helps others to assist our customers with any request and know the previous tickets they had. If you are looking for a tool that everyone can use for something then Hubspot is a good option!
Like everything so far!
What do you like best about the product?
We've just recently started using HubSpot, but have really enjoyed everything thus far. I feel like there's still a lot that we haven't used yet as well.
Some of the things I like best are the ability to set up and track multiple service funnels for tracking our customer's through their journey. We also have a handful of workflow automations setup based on our pipelines, and that definitely helps our support team in a number of ways. We've also just started using the feedback surveys, which have been pretty successful for us. Previously we had used Google surveys and rarely received feedback.
Some of the things I like best are the ability to set up and track multiple service funnels for tracking our customer's through their journey. We also have a handful of workflow automations setup based on our pipelines, and that definitely helps our support team in a number of ways. We've also just started using the feedback surveys, which have been pretty successful for us. Previously we had used Google surveys and rarely received feedback.
What do you dislike about the product?
I really wish there was a little more to the feedback surveys. I understand that they are designed to be like standard surveys, but we'd like to expand on them and input our own questions that we find helpful for our team.
The workaround is to use forms, but that's normally a lot of work since you have to create new properties and such for each question.
The workaround is to use forms, but that's normally a lot of work since you have to create new properties and such for each question.
What problems is the product solving and how is that benefiting you?
The main problems we've solved with using HubSpot is keeping things a lot more organized with transparency on where each customer is at within their journey. The transparency also makes it a lot easier to keep our internal team members accountable for following up and so on through the customer's journey.
Recommendations to others considering the product:
Just hop in and start trying things out. The best way that I was able to really start using the software was to peak into all aspects of the platform to see what there is to do. There's a lot of capabilities within the platform that we still haven't even taken advantage of, but are hoping to soon!
Super easy to use Knowledge Base
What do you like best about the product?
The HubSpot Knowledge Base tool is very easy to use. It makes it really easy to organize and personalize you knowledge base with articles and content that can be accessed directly from your website.
A super useful feature is that you can create drafts that are unpublised from HubSpot, and turn articles on and off as needed. It makes it really easy to introduce new features to your website/product.
A super useful feature is that you can create drafts that are unpublised from HubSpot, and turn articles on and off as needed. It makes it really easy to introduce new features to your website/product.
What do you dislike about the product?
I wish there was a little more control over the design of the knowledge base!
What problems is the product solving and how is that benefiting you?
It's great having everything in one place. Support conversations, all contacts and contact history and the knowledge base.
Recommendations to others considering the product:
It is very good at what it does.
Great tool for rapidly-growing distributed teams
What do you like best about the product?
Minimal learning curve and easy interface.
What do you dislike about the product?
I would love Boolean search or additional filters.
What problems is the product solving and how is that benefiting you?
Moving away from spreadsheets for product knowledge and customer service documentation.
Super helpful in helping our team expand our company reach.
What do you like best about the product?
Being able to see the most-searched terms has helped us tremendously in narrowing down what our customers are looking for (and that we clearly don't have) It gives us the amount of times the terms have been searched, which platforms it was searched on etc.
What do you dislike about the product?
Some of the terms mentioned were not relevant to us but it's okay because it also gave us an insight into other aspects they might be thinking about on our website.
What problems is the product solving and how is that benefiting you?
We've realized that there is a lot within our website and personal help desk that hasn't been elaborated on and might not be clear to first time users of our software. We are trying to create a narrative of what customers are seeking out and how we could get them from point A to point B without having to access our website.
Hubspot has helped me stay on task and organized
What do you like best about the product?
I like how everything flows very smoothly allowing for a quicker, more time effective way to get through my work day. Everything is very simple to use and customize which is helpful as well. Getting help on things is simple as well. Many learning tools
What do you dislike about the product?
There are some glitches and things I experience which may throw some things off but for the most part I do not experience issues not related to internet problems. I have noticed that some email threads tend to disconnect from eachother or miss certain replies if the ticket portion continues for a long period of time.
What problems is the product solving and how is that benefiting you?
I have resolved many more issues since using Hubspot. It allows me to multi task much simpler because I am able to work on many things at once without losing track since everything is organized
HubSpot has been a great tool to centralize our Customer Data and experiance.
What do you like best about the product?
The Service Hub allows us to have all our customer data in one place. Our sales team is able to bring the customers information in during the Sales process and all the history is there for the Service Team once they start creating tickets with us. The ability for us to be able to create knowledge bases in the same app as well is helpful. The Feedback Surveys that get sent out on every ticket that is closed helps us keep a tab on what our customers are feeling with regards to our software application and the support received. The workflows inside the Service Hub have really been improved as well so that we can create automated workflows to help streamline the support process.
What do you dislike about the product?
I really dislike the reporting side of HubSpot for the service hub. There is no way for me to be able to display this information on a TV or dashboard in our environment. I have to proactively go and review the dashboards. There needs to be a way for me to put these on a display so our team can monitor this in real-time.
Also, the conversation string in the tickets is confusing to read through. It is not logical when scrolling through a ticket history to see what is going on.
Being able to add time to tickets would be helpful as well, I need to be able to add time-sheets to track technicians working on these tickets.
Also, the conversation string in the tickets is confusing to read through. It is not logical when scrolling through a ticket history to see what is going on.
Being able to add time to tickets would be helpful as well, I need to be able to add time-sheets to track technicians working on these tickets.
What problems is the product solving and how is that benefiting you?
We were able to consolidate the software we were using. We were able to stop paying for another platform for our tickets.
This saves us from having multiple log ins and being able to keep the team all in the loop from the marketing, to sales deals, to customer on boarding and customer support.
The workflows have been improved to help us spend less time on each ticket. We setup the flows and the system takes care of the the ticket status.
This saves us from having multiple log ins and being able to keep the team all in the loop from the marketing, to sales deals, to customer on boarding and customer support.
The workflows have been improved to help us spend less time on each ticket. We setup the flows and the system takes care of the the ticket status.
Recommendations to others considering the product:
If you are looking to have a system that your sales, marketing and support team can all work out of, I would consider HubSpot Service. It has been really helpful to have Sales be able to review any communication that the support department has had with customers in the same application they have all their deals logged out of.
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