Service Hub Professional
HubSpotReviews from AWS customer
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Great and Easy to Use
What do you like best about the product?
I really like using the Knowledge Base portion of the service hub. It allows me to see how well our articles are doing in support of the customer and it's a great resource to send potential customers when our teams are changing workflows.
What do you dislike about the product?
The tickets portion of service hub is a little wonky. We don't particularly like using it, and favor the deals more.
What problems is the product solving and how is that benefiting you?
Internal and external knowledge base for our sales team to use and support our customers since we don't have a customer success team quite yet
Great start for a service platform
What do you like best about the product?
I found that the system was easy to use. The ticket system and conversations tab were very easy to navigate.
What do you dislike about the product?
I couldn't get the data I needed to improve my department and there were basic functions that should have been no brainers that were not available. Functions like business hours, time stamps (that are not date stamps), setting holiday hours, better integrations with a phone system to capture phone data in a ticket, and fine tuning properties to capture what they actually are supposed to.
What problems is the product solving and how is that benefiting you?
Hubspot is our main ticket platform for our software. Any user who contacts our support department goes through a Hubspot channel. Having all our support channels in place was a great asset. Although I would consider limiting our channels even more because of the performance of some of the Hubspot provided interfaces.
Recommendations to others considering the product:
Consider how much you are going to grow before using Hubspot. I have found that Hubspot does not scale well. It is absolutely great for a small company that needs a sales CRM mainly with a side of service. But for a full on support system there are better options out there.
Service Hub is well rounded and a very useful tool for small business
What do you like best about the product?
The tickets are the part of service hub that I use most. It is super helpful to be able to track how they are moving through your custom stages and to be able to organize them by product or issue as well as to be able to assign them to a colleague if necessary. Way better than the spreadsheet we were using before.
Being able to combine a workflow with ticket creation and followup helps to streamline our processes. It is also great when you have HUBS marketing, sales, and service subscriptions as well as website hosting all unified in one place.
Being able to combine a workflow with ticket creation and followup helps to streamline our processes. It is also great when you have HUBS marketing, sales, and service subscriptions as well as website hosting all unified in one place.
What do you dislike about the product?
I wish there was a way to create a form that only sent info into a ticket. It can be a bit confusing that a form (like the one that we use for returns) must update customer profiles and cannot just create standalone information.
We started using the knowledge base very soon after it was released and it was a little low on functionality (eg. you could not edit the fonts or any formatting). This is being updated currently to be a lot more customizable and I think that will be very helpful in making it look more like a part of our website.
We started using the knowledge base very soon after it was released and it was a little low on functionality (eg. you could not edit the fonts or any formatting). This is being updated currently to be a lot more customizable and I think that will be very helpful in making it look more like a part of our website.
What problems is the product solving and how is that benefiting you?
Keeping track of and organizing customer communications is the biggest benefit. That was very confusing to do with just email. Now any member of the team can look at a ticket and see where a customer stands.
The knowledge base is also useful but we are still getting started with it. It will be a great place to serve as a repository for all of our product documentation, help videos, and useful blog posts.
The knowledge base is also useful but we are still getting started with it. It will be a great place to serve as a repository for all of our product documentation, help videos, and useful blog posts.
Recommendations to others considering the product:
If you already use Hubspot and are looking for a service component, Service Hub is very useful.
Very insightful
What do you like best about the product?
It is very easy and keeps all the data in the track which could be accessible by everyone. Also, it has a lot of functions to cut down on energy of following up or emailing etc.
What do you dislike about the product?
Currently, I have nothing that I dislike about Hubspot.
What problems is the product solving and how is that benefiting you?
Putting our data in track and checking our turnover.
Flexible Service tool that leverages the data in your company's CRM
What do you like best about the product?
The fact that all of your data is in one place, and when you're servicing customers you're able to see every interaction with a customer or group of customers associated with a ticket.
What do you dislike about the product?
Some manual setup required using workflows. Service Hub tickets aren't automatically linked to all activity on a contact's timeline, as deals are.
What problems is the product solving and how is that benefiting you?
We handle a range of different customer support, onboarding, and back office tasks relating to customer success all through Service Hub. Having one tool, that consumes all of our communications channels (meetings, chat, FB messenger, phone calls and email) that the whole team can see means anyone can step in at a moments notice to deliver fantastic customer service that delights our customers.
Recommendations to others considering the product:
Use workflows/automations to fill the gaps - you can do it all within Service Hub.
Solid experience (but a few things that could be better)
What do you like best about the product?
Service tickets are easy to create, manage, and move around.
Knowledgebase is easy to use and organize.
Knowledgebase is easy to use and organize.
What do you dislike about the product?
Within Service Tickets, I wish there was more control around ordering the actual content within the ticket. Would also be great to pin more than one item to the top (there are often notes we need, AND tasks, but only pinning 1 at the top often makes it a little cumbersome to keep up with the ticket's progress).
For KB, would love to have more page / content formatting options.
For KB, would love to have more page / content formatting options.
What problems is the product solving and how is that benefiting you?
Customer issues / troubleshooting. Our customer's success rate when they use our product (ie., how many use it vs. how many abandon it).
Recommendations to others considering the product:
Everything within the Service Hub (that I have needed to use) is customizable. Take your time exploring the Settings, adding Pipelines and Ticket options, and creating basic Workflows to help you manage your tickets and tasks. Unless you have very basic needs of your Tickets, you WILL want to use Workflows to make ticket creation and task management easier and more efficient!
Task Management at Work
What do you like best about the product?
I like the ease of use in the tickets section.
What do you dislike about the product?
I don't like that you can't limit the conversation if you need input from an outside source. The emails end up having everything listed not just what you want to say back to the customer.
Also, if you are generating tickets from emails, then any update to the conversation doesn't update the ticket but the ticket will update the conversation, making it difficult to keep the chats separate from the emails.
Also, if you are generating tickets from emails, then any update to the conversation doesn't update the ticket but the ticket will update the conversation, making it difficult to keep the chats separate from the emails.
What problems is the product solving and how is that benefiting you?
We handle all our customer care emails through Hubspot and all our chat's from our website. We like the ease of use on the chat features and the ability to just move something from one column to another in the tickets.
Recommendations to others considering the product:
Get a good understanding of how you are going to use HubSpot so that you and your team will be able to work efficiently in the service to get the most out of it for what you need it for. It has great features that you can utilize company-wide and will allow for ease of access and upkeep on your customers.
HubSpot Service Hub has some key features that every service team should be using
What do you like best about the product?
I enjoy the ticket service and the ability to integrate multiple platforms with your hubspot account
What do you dislike about the product?
The one thing that I dislike the most about Hubspot service hub is you can't receive phone calls through the platform.
What problems is the product solving and how is that benefiting you?
We are able to track and update all conversations that we have with customers. All conversations are easily sorted in hubspot
Recommendations to others considering the product:
Good CRM
Very useful tool in creating dynamic and effective ticketing systems.
What do you like best about the product?
Really clear and easy-to-use format! For ticketing which is our primary use, this has been a very valuable tool. The integration of recording call information is also extremely useful as to not manually entering this information.
What do you dislike about the product?
There are some constant teething issues of connection and notification errors but this is not too often so all good.
What problems is the product solving and how is that benefiting you?
really improved our recording of information for our company. Tracing and tracking updates
Comprehensive CRM with flawed service hub/ticketing system
What do you like best about the product?
Access to contact information directly from the ticketing system means less maintenance of contact databases.
What do you dislike about the product?
So many poorly thought out logic and features. Missing features such as customer portal where customers can see their own tickets. Chase emails sent in create new tickets rather than updating existing which creates extra work and confusion for customers.No add ons, no portal and buggy features at best
What problems is the product solving and how is that benefiting you?
We replaced Zendesk with Hubspot service hub. Hubspot is an all in one system but is nowhere near as feature-rich and competent on the service side when compared to zendesk. The system seems to be getting better but is a very long way off yet
Recommendations to others considering the product:
try Zendesk
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