Service Hub Professional
HubSpotReviews from AWS customer
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Great Platform!
What do you like best about the product?
Hubspot is a great platform for keeping track of the task and work in a clean matter. It has the most clean interface I have ever seen in a wotk enviroment. I had worked on other platforms and any of those were nowhere near to being this clean. It also has a lot of tools for the administrator and also a lot of tools for the employee like using tickets to keep track of the task you are working on and with all the information you need like the ticket description, the market, the time and the assigned date, the owner of the ticket and the ticket status. All this options are so usefull in the longrun. Maybe you'll need some time to get use to them, because there are a lot of new tools and options, but when you get the hang of all of them, then you would never want to work in a different way.
What do you dislike about the product?
At first it can be intimidating for new users. Like I previously said, you'll need some time to get use to all of the tools and options Hubspot offers, because some of those tools are not made for all employees and may get in your way.
What problems is the product solving and how is that benefiting you?
I am using hubspot for getting my work in order and being more organized with my tasks.
Recommendations to others considering the product:
Always ask your supperiors about how to use any option you are not sure how it works.
Excellent to Organize Workflow
What do you like best about the product?
What I like about HubSpot is that you can organize and filter all your data. You can link tickets to companies or deals making sure everything goes into record and others can see what has been done surrounding that task. As well it allows you to communicate in a more efficient way between members of several teams, reducing resolution time in most of the cases.
What do you dislike about the product?
I don't like the way conversations are shown. It can get confusing the way the message shows when you click on "show more", it shows you the same message more than once making it hard to follow the thread of the conversation. Tries to mirror the Gmail way but as the chain continues to grow it just gets more confusing.
What problems is the product solving and how is that benefiting you?
I'm reducing the time of resolution with my clients. As the company is managing several deals, we get hundreds of emails daily from different restaurants, with HubSpot we can filter and assign companies to users, reducing the time of search and getting a resolution faster, if not a resolution, at least a response to make sure the customer we are on the same page.
Recommendations to others considering the product:
I recommend to have a plan to organize effectively the Companies, Conversations, Deals and Tickets so when the workflow is high, the system filters everything automatically so the information can be received by the correct user. That will reduce cloned information and will reduce the effort for the company and clients.
At first I was overwhelmed by everything but quickly got used to the menus and the interface.
What do you like best about the product?
Ticketing board and notifications are the most used by me and are very easy to use. The chat system aswell is very quick and responsive. It is easy to follow up on potential customers and get there view of our service.
What do you dislike about the product?
There could be color-coding on the tickets that arrive. Something like black for new tickets green for replied tickets yellow for tickets that have not been replied of looked at for 10 minutes and red for 30 min not replied tickets, bold black for closed tickets. That is in the table view of tickets. The board ticket view could have all the tickets from all pipelines, at the moment in board view you could only look at tickets from one pipeline. Easier setup of the sound notifications for a new chat and ticket arrival.
What problems is the product solving and how is that benefiting you?
We solve our client problems usually related to the servers that they are renting from us. hub spot lets us communicate with them faster. Via chat system, we usually solve quick problems that our client have like missing payments or help logging into their accounts.
Recommendations to others considering the product:
Don't be afraid to try everything out. Look at all the menus and tabs. At first, it may look overwhelming but you quickly get used to it and feel right at home. It is very customizable but does have its limits but they are very hard to reach and are very specific to our situation and use of hub spot.
Fast, reliable and intuitive CRM system, but lack depth ticket search
What do you like best about the product?
Speed of ticket creation, contacts history, dashboard personalization
What do you dislike about the product?
Ticket search, cannot create contacts in ticket creation, every message after ticket resolution can open ticket again (instead a link or option to client reopen ticket).
What problems is the product solving and how is that benefiting you?
We reduced costs migrating from Zendesk to Hubspot, unified the Marketing, Sales and Service in a unique online platform.
Recommendations to others considering the product:
Do the initial training to become confortable with the solution. A intern training for the teams is a recommended solution to avoid possible problems in the first months of use.
It's fast app, really lots of information to analyse
What do you like best about the product?
Everything is in one place and you can get a lot of data to analize
What do you dislike about the product?
You can't block spam emails and there is no sound notification in chat. This is quite frustrating, however we believe that it will be solved sooner or later.
What problems is the product solving and how is that benefiting you?
We used several apps to communicate with our customers, right now we have to use only one. And reports are really great!
Recommendations to others considering the product:
It's great app. It's bit overcrowded with all the stuff and details, you'll see. You have to get used to it.
have tried several ticketing systems, this one works smooth and nice, but in the end it's
What do you like best about the product?
speed of app, access online from any device
What do you dislike about the product?
design and layout. there could be several themes or different color/fonts options.
also, there could be tickets with different colors: for example new ones "green", waiting for response "blue", unanswered "red".
also, there could be tickets with different colors: for example new ones "green", waiting for response "blue", unanswered "red".
What problems is the product solving and how is that benefiting you?
datacenter customer service
Recommendations to others considering the product:
dont know
Customer experience from end to end .
What do you like best about the product?
Adding the service hub to our marketing and sales strategy - altogether using HubSpot- has made our life and our customer's life easier.
Now I can see our customer's journey map from awareness to delight in one place.
Now I can see our customer's journey map from awareness to delight in one place.
What do you dislike about the product?
The reports -specifically for the ChatBot feature- are still incomplete. It doesn't allow us to get all the data we need.
What problems is the product solving and how is that benefiting you?
As we are using it in a college, the operating team is still using very manual processes, using the service Hub is allowing us to digitalize some of the processes and automating them.
Recommendations to others considering the product:
First work on the overall strategy before implementing. And also it's very important to understand the operating process in order not to break the manual process with the digital process.
ServiceHub
What do you like best about the product?
It's a great add-on to our primary use of HubSpot Marketing Enterprise. We can trigger feedback surveys and follow-up using automation making things so easy. It's also great to have the use of a chat bot, knowledge base and support tickets which really helps to streamline our customer support process especially as it is split across teams.
What do you dislike about the product?
There are a few small things like support reporting that could be improved but I've seen lots of improvements roll out in the past year that we've been using it. Biggest addition i'd like to see is more insights into chat bot activity/trends in the day/week. This would help us to add more live customer support when it's most needed.
What problems is the product solving and how is that benefiting you?
- Customer feedback, addressing complaints and identifying brand evangelists for user-generated content and reviews.
- Knowledge base - reducing the volume of inbound questions and improving access to information for clients/customers
- Chat bot - while Intercom has a few more features it added an additional platform for us to work from, the chat feature has had improvements roll out over the past year so it is slowly getting better. It also syncs with the contact record and uses the same contact fields so we can easily populate the contact record with further info without creating additional fields in our CRM.
- Tickets - we're starting to roll out the use of tickets but so far it's been a very easy tool to use makes it easy to auto assign to specific pipelines and people based on ticket content.
- Knowledge base - reducing the volume of inbound questions and improving access to information for clients/customers
- Chat bot - while Intercom has a few more features it added an additional platform for us to work from, the chat feature has had improvements roll out over the past year so it is slowly getting better. It also syncs with the contact record and uses the same contact fields so we can easily populate the contact record with further info without creating additional fields in our CRM.
- Tickets - we're starting to roll out the use of tickets but so far it's been a very easy tool to use makes it easy to auto assign to specific pipelines and people based on ticket content.
A solid tool for creating positive customer experience!
What do you like best about the product?
The support ticketing combined with knowledgebase functionality and the ability to automate customer service steps is a big win for small teams. Keeping track of all support touchpoints on a customer CRM record is massive as well. This gives our entire organization visibility overall customer experience on individual and group levels. Our team has found great use in taking in customer support requests and communicating via marketing tools in the platform in an effort to increase sales.
What do you dislike about the product?
There are some features I can benefiting the Service Hub in the future. Combining service with the sales and marketing hubs within the Hubspot platform can create a powerhouse of options. This is where you may need to get creative about how you use the platform as a whole.
What problems is the product solving and how is that benefiting you?
One of the raddest ways we've implemented the service hub is by automating standard process' within the pre-sale, post-sale, and exit stages of our business. Before a customer purchases, we use the service hub combined with how-to style videos to help answer common questions within the sale process. When a customer is first onboarded, we have a service hub ticket-based workflow which creates tasks for project managers to set the client up for success. We use similar workflows to keep projects moving and keep clients happy during our relationship. If/when a client decides to stop working with our agency, we have another service based workflow that helps the client and our PMs ensure the offboarding is a positive experience and that the client has all they need to be successful after working with us.
Recommendations to others considering the product:
Use a free trial as a way to test implementation. The tool works best when you have a plan for usage and the right team to help get it set up in a way that optimizes your teams workflow. My biggest tip is that keeping your sales, marketing, and service information in one central place is a massive benefit to creating alignment within your organization.
HubSpot's ease of use and library of content makes it helpful & pushes innovation
What do you like best about the product?
I like the ability to have birds eye view of my customer's journey from start to finish.
What do you dislike about the product?
As HubSpot grows so will its capabilities in the various hubs, I wouldn't say there is anything I dislike I am just eager for it to continue to scale.
What problems is the product solving and how is that benefiting you?
We're are able to make a smooth transition from sales to our service hub to ensure a seamless customer experience
Recommendations to others considering the product:
Use It, and but make sure you use all the features!
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