Service Hub Professional
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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!
Software with many uses and tools
What do you like best about the product?
Good source of combined information and truth and good place to store information and templates for customer emails
What do you dislike about the product?
Some pages are confusing and you need to navigate to other pages to find information
What problems is the product solving and how is that benefiting you?
Combine customer information with common issues and templates
works well once you get the hang of it
What do you like best about the product?
very customizable, easy to tailor to your specific needs
What do you dislike about the product?
some features did not work as expected, took 6 months for HubSpot to realize that it was an issue, even though I worked with an agent for weeks trying to resolve
What problems is the product solving and how is that benefiting you?
tracking support communication, managing support tickets
Good overall service
What do you like best about the product?
I like all the ticket properties that are formatted from our online form neatly into hubspot
What do you dislike about the product?
I wish there was an easier way to find tickets once they are closed. Searching does not always provide what I'm looking for. Also I would like a more clear way to forward messages. Currently, if I need to forward a message to my manager, I click reply and then delete the original recipient, enter my manager's email, and then copy/paste the email
What problems is the product solving and how is that benefiting you?
Answering member inquires, membership admin, general public questions
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