Service Hub Professional
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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.
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.
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