Service Hub Professional
HubSpotReviews from AWS customer
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Easy and flexible tool with many functionalities
What do you like best about the product?
Easy to understand and navigate. The hubspot team is active in adding new functionalities and improving the tool.
What do you dislike about the product?
Some functionalities are still missing and I think the overall layout capabilities could be improved. It would be useful to grant access to clients through a password, so that not all the content is publicly visible.
What problems is the product solving and how is that benefiting you?
We are generating a knowledge database for our clients (self-service) to be able to independently use our software
Hubspot is a fantastic central-communication tool for a growing office space.
What do you like best about the product?
Hubspot contains and controls all customer databases my team and I could need. All information required to do my job is there before I have to ask for it. Also, communicating with the customer has never been easier, and the email tracking that is built into Hubspot lets me know how urgent a particular case or ticket may be.
What do you dislike about the product?
Hubspot is uniquely dense in what it can do as a business tool, learning to wield it takes patience, but is worth it. If you're not utilizing all aspects of what Hubspot offers, you will not be getting the most bang for you buck from this product.
What problems is the product solving and how is that benefiting you?
Tracking customers with delinquent RMA's and following up with customers with unsolved issues are both tasks that without Hubspot would be archaic. Outside of the day-to-day back and forth's that I may have with a customer, I now have the tools to keep myself organized to a point of increased productivity.
Recommendations to others considering the product:
The Hubspot service can provide a great central point of communication for any successful company. Although it may seem complicated, in the long run, with the implementation of Hubspot's many features, this service pays for itself.
Well integrated tool for sales and support
What do you like best about the product?
The feedback integrated with the ticketing service.
What do you dislike about the product?
Ticket management is sometimes a PITA. It's impossible to split up tickets that live in the same email thread. This is really a pain point that could make things easier to manage every separate issue.
What problems is the product solving and how is that benefiting you?
We are managing our whole pre-sales and after-sales contact flow. Since it's closely integrated with the CRM we have a good coupling of Deals and Tickets at any customer stage.
Recommendations to others considering the product:
You need to make sure what your needs are. If you solely want to use it as a support platform, look for other solutions. But if you want to have a good grip on the whole customer journey from pre-sales to post-sales, then this is the only tool that can provide the right experience.
Organized
What do you like best about the product?
I really liked the possibility to use table or board to organize my work. Besides you can have everything within just one tool. It is very easy to use and to understand. You can easily plan everything, from the meetings to the follow up tasks.
What do you dislike about the product?
Sometimes there are connecting issues and I'm not able to save my work, I have to do it twice.
What problems is the product solving and how is that benefiting you?
Tha organization and recording of my whole work.
Recommendations to others considering the product:
I think it is a very good and easy tool.
Simple layout, great formatting
What do you like best about the product?
Great edit mode for each knowledge base article. Nice formatting for all the text and easy way of creating anchors/links.
What do you dislike about the product?
When editing knowledge base articles, I'm not able to set my own font-family
What problems is the product solving and how is that benefiting you?
Try to answer the customers questions before they have to contact our servicedesk with the info provided in the Knowledge Base. Also creating content for online visibility
Customer Support Review
What do you like best about the product?
The ticket automating on the tickets tab! I also like the way both contacts and tickets are on the same platfrom (hubspot) and I dont have to keep going back and forth between softwares.
What do you dislike about the product?
Sometimes I'm just randomly signed out which i'm not sure why. The inbox and ticket relationship on our tool seems to be askew, as sometimes some aspects of a ticket will appear in inbox, but not on tickets. The disconnect might be somewhere in the inbox section, because everything will always appear correctly on tickets when i respond through tickets, but when i respond through inbox, the changes aren't picked up on the ticket.
What problems is the product solving and how is that benefiting you?
Having everything on one platform can both be a blessing and a curse at the same time. In some aspects, it can be great not having to jump back and forth and not have loads of tabs open on your computer. Sometimes, it can muddy the waters and it is quite difficult to navigate around because there's so much happening on one platform.
Recommendations to others considering the product:
Don't be afraid to contract their support team if youre settign up a hubspot service hub, they're really helpful and will point you in the right direction to having your service a success
Customer Service/ Tech Support User
What do you like best about the product?
I really enjoy hubspots integration with Slack and Gmail. It is easy to track and be notified when I have tasks or emails have been read.
What do you dislike about the product?
HubSpot's search functionality. I don't always get the results most relevant when I search a keyword, company name, or client name
What problems is the product solving and how is that benefiting you?
HubSpot gives me a place to log all my communications and share that seemlessly with my coworkers. We can analyze our workload with Dashboards and make sure work is shared evenly.
Knowledge base article creation/design
What do you like best about the product?
I like that is a straightforward and simple service customer and employee communication platform. You could be granular in terms of a list of users' access. It segmented into departments for easy navigation and use. I like that it has potential use and improvement. There are other features that we could potentially utilize for our own usage later. The support chat has a good response time and it is a good sign in case we will have issues later. There is also a marketplace app but I still have to explore it myself. I like that you could customize icons and organize kb articles for customer portal.
What do you dislike about the product?
The lack of tools to import/integrate kb articles from other popular software like Salesforce. You cannot create a template for easy creation. There is no Html view/creation option. There is also no option to create an internal note section (internal group view only) where you could toggle it for visibility for the audience-specific group. I wish you could create a dropdown selection list but there is none at the moment. I hope you will have some features to enhance or security features for login access to specific users (customers). The workflow design for tickets and fields could be improved to fit business needs. Customers or administrator for customers cannot see their team's submitted tickets or history for review.
What problems is the product solving and how is that benefiting you?
I cannot comment at the moment because this is more a company driven decision to use HubSpot.
Recommendations to others considering the product:
You need to plan well in regards to business workflow versus what the HubSpot can offer
Most Improved Product for CRM + Support/Success
What do you like best about the product?
- I like that I can navigate all company records for sales, marketing, success, and support in one product.
- Support Inbox with chat, forms, and department email has improved
- The Knowledge Base is improving and has a nice editor and integrated video. The article editor allows you to do some cool stuff too that makes it looks very professional.
- Support Inbox with chat, forms, and department email has improved
- The Knowledge Base is improving and has a nice editor and integrated video. The article editor allows you to do some cool stuff too that makes it looks very professional.
What do you dislike about the product?
- The inbox isn't the cleanest product for a support desk. Because it requires you to create a ticket and tickets in HubSpot tend to be kind of overkill. I would prefer (new, open, closed) states for any entity that sits in the inbox and reporting on that.
What problems is the product solving and how is that benefiting you?
The ability to use one source of record for all departments and being able to track touches for 1 customer across one platfrom has been super helpful. We are leaning in to the product and finding some gaps when it comes to support software but we are also learning a lot of workarounds and capabilities that HubSpot offers. Their Support team is great, readily available and super helpful in giving advice and walking through problems.
Recommendations to others considering the product:
It is a tool for you to consolidate all company records on customers and allows the basic and pretty seamless service and support tracking for quickly scaling companies.
Good service
What do you like best about the product?
I like the tracking and logging of emails
What do you dislike about the product?
I don't like the interface, it is not intuitive
What problems is the product solving and how is that benefiting you?
Keeping track of emails. Benefits of being able to see who has opened emails
Recommendations to others considering the product:
Make sure that they are able to understand how to use
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