Service Hub Professional
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The Service Hub Knowledge base tool is on of our most highly engaged customer facng tools.
What do you like best about the product?
The knowledge base has intense simplicity to be able to publish and feature articles. We can have a new and important customer question come up, and have an article ready in 15-20 minutes to answer a new, challenging, and important customer question. As head writer of the knowledge base, I've been able to easily get other team members or interns to contribute and use the simple knowledge base tools. Some more styling options have finally appeared as well.
Now after a format update, Grammarly works within all article edits. This is essential to help proofread customer content at scale.
Now after a format update, Grammarly works within all article edits. This is essential to help proofread customer content at scale.
What do you dislike about the product?
Out of the box, the ticketing system continues to need improvements to compete with Zendesk. When you launch vanilla Zendesk, is a much simpler and streamlined experience to answer larger volumes of customer tickets. We are currently evaluating if Hubspot ticketing can go head to head with Zendesk. After some quality of life improvements over the last year, we feel it is very close but will need to do some customization work before it can be ready to make the full switch.
The General Hubspot API needs some further work on the service hub to deploy useful endpoints with the Knowledge base. We want to pull knowledge base article information in, but that data is extremely hard/impossible to get with the Hubspot API.
SEO improvements and considerations need to make their way into the KB tool as well. Right now, a few essential Google search criteria need more care for implementation and flexibility, like how Meta tags are implements.
The General Hubspot API needs some further work on the service hub to deploy useful endpoints with the Knowledge base. We want to pull knowledge base article information in, but that data is extremely hard/impossible to get with the Hubspot API.
SEO improvements and considerations need to make their way into the KB tool as well. Right now, a few essential Google search criteria need more care for implementation and flexibility, like how Meta tags are implements.
What problems is the product solving and how is that benefiting you?
A large customer education gap on a complicated product we sell. It allows us to quickly deploy information in a very straight forward and easy to digest way. The knowledge base is our most highly viewed and engaged customer tool, which can help branch off to support our other content.
The knowledge base saves countless man hours of answering repeatable questions and allows customers to self educate if they want to put the time in.
The knowledge base saves countless man hours of answering repeatable questions and allows customers to self educate if they want to put the time in.
Recommendations to others considering the product:
Zendesk has a lot of sharp tools but will be expensive. If your customer volumes are lower, or if you were willing to work with customizing the tool internally or with a consultant, the Hubspot ticketing system could probably work for you and integrate extremely well with Hubspots powerful workflows and ease of use on CRM tools.
The knowledge base tool is great, simple, and very self-explanatory. Out of the box you can output a ton of different content quickly.
The knowledge base tool is great, simple, and very self-explanatory. Out of the box you can output a ton of different content quickly.
Service Hub Helped Organize Our Team
What do you like best about the product?
The service hub is an all in one that has helped us respond more efficiently and timely to customer and consumer questions and comments. I love that many channels are viewed in one place - including Facebook Messenger, our web form, the chat bot, and our customer service email address.
What do you dislike about the product?
I'd like to see more automation built into the conversations inbox so I can auto-assign to the most appropriate person based on the type of inquiry received.
What problems is the product solving and how is that benefiting you?
We're able to know with 100% certainty issues are being responded to and resolved. Having the trail of conversations and touchpoints has truly helped us improve our customer service.
Work Improved
What do you like best about the product?
- Any organization, no matter its size can follow up with an efficient process with this tool.
- HubSpot Academy is well thought out! It will not only teach you to use HubSpot for your organization, but it will give you great tools to enhance your resume.
- The way our workflow is now set up it's very efficient and effective. It is clear, clean, easy to follow and the communication leads to no room for misinterpretations.
- HubSpot Academy is well thought out! It will not only teach you to use HubSpot for your organization, but it will give you great tools to enhance your resume.
- The way our workflow is now set up it's very efficient and effective. It is clear, clean, easy to follow and the communication leads to no room for misinterpretations.
What do you dislike about the product?
- It seems to be complex at first, because there are so many thing that you can do. I didn't wanted to do something mistakenly that I could regret. However, tutorials and HubSpot Academy are fantastic!
- There are so many vague options when searching for something. I have had a hard time when I try to find old communications threads or emails in specific.
- There are so many vague options when searching for something. I have had a hard time when I try to find old communications threads or emails in specific.
What problems is the product solving and how is that benefiting you?
- Our process in general has become faster, but we are being able to keep the quality. We are now able to take care of many more issues in an effective way.
- Our workflow is more organized and agents are able to have a more autonomous process.
- The communication between agents are customers is now clear and direct. We are now able to assign a designated agent to each of the companies or customers.
- Our workflow is more organized and agents are able to have a more autonomous process.
- The communication between agents are customers is now clear and direct. We are now able to assign a designated agent to each of the companies or customers.
Recommendations to others considering the product:
Don't get overwhelmed when starting, you my think that there is a lot to learn, but it is easier than you think! There are plenty of training resources. Plus HubSpot Academy can be helpful to improve your resume.
Hubspot Service Hub - Empowers My Team
What do you like best about the product?
I love that I have the ability to develop multiple ticket types (Support, OnBoarding, Customer Services and more). The tracking is exceptional. The fact that everything is tied together for metrics and reporting as well as the new HelpCenter to drive help content direct to clients is amazing.
Thanks!
Michael
Thanks!
Michael
What do you dislike about the product?
Today - I have no complaints. Most of the improvements I need can be done by our team via configuration.
What problems is the product solving and how is that benefiting you?
We are using for new customer onboarding, trouble/help tickets and custom services tracking. We are also using HelpCenter, HelpChat (almost live) and a Help button on our website with an interactive form.
We are able to care for our customers consistently and with tracking. I am also able to run a much smaller and more efficient team.
We are able to care for our customers consistently and with tracking. I am also able to run a much smaller and more efficient team.
Recommendations to others considering the product:
Start light and build from there. Don't be afraid to break anything, HS is very robust and the support team is amazing!
An All-in-One Tool
What do you like best about the product?
The cross platform "marriage" of Support / Knowledge / Marketing / Sales- allowing every "touch" to occur in a single system which provides actionable metrics.
What do you dislike about the product?
The Knowledge Base and the Support System are robust, but still are in their infancy -- well maybe toddler, years. There is an immense amount of functionality within the systems workflows, but the level of complexity and knowledge required is significant. More, the ticket interfaces actually contain properties and bits of information that are irrelevant for my support staff to see and actually create confusion. Essentially, the screen is too busy. I would suggest adopting the policy of POLP - "Principle of Least Privilege", where as right now, it seems to be the opposite.
Additionally, there is a large amount of suggestions that have sat in the forum for a long time that would make this tool much more practical for every day use.
I can say with certainty that the tools are built for small - medium size businesses with minimal support requirements. To scale this into a larger organization, in the current state, would be very difficult.
Additionally, there is a large amount of suggestions that have sat in the forum for a long time that would make this tool much more practical for every day use.
I can say with certainty that the tools are built for small - medium size businesses with minimal support requirements. To scale this into a larger organization, in the current state, would be very difficult.
What problems is the product solving and how is that benefiting you?
Completely replacing a custom built system that I personally built and am required to maintain. Thus, time saving.
Elimination of the need to use a 3rd party program to amalgamate date from multiple sources to report (all-in-one location in hubspot)
Implementation of the Chat Bot across multiple Domains - instant communication
Elimination of multiple website domains for support / knowledge base solutions.
Elimination of the need to use a 3rd party program to amalgamate date from multiple sources to report (all-in-one location in hubspot)
Implementation of the Chat Bot across multiple Domains - instant communication
Elimination of multiple website domains for support / knowledge base solutions.
Recommendations to others considering the product:
Do your research before and absorb all Service Hub knowledge possible prior to use. Additionally, support staff will need a higher level of understanding to navigate the system. Unfortunately it is not designed for a tier-0 support staffer.
User-friendly CRM tool
What do you like best about the product?
Everything is self-explanatory, it's easy for everyone to learn how to use Hubspot
What do you dislike about the product?
For each company, I wish there were more filters for the 'Activities' such as emails, notes, tasks, etc,.
Sometimes there are so many notes and emails that went between the customer and the company that when I want to go back to an email back in 2018, I just have to keep scrolling until I get there.
I wish I could filter it by dates.
Sometimes there are so many notes and emails that went between the customer and the company that when I want to go back to an email back in 2018, I just have to keep scrolling until I get there.
I wish I could filter it by dates.
What problems is the product solving and how is that benefiting you?
- Feedback Survey
- Sending mass emails to certain customers by filtering them out
- keeping record of all notes, emails, calls, etc,.
- calling customers overseas with Hubspot minutes
- Sending mass emails to certain customers by filtering them out
- keeping record of all notes, emails, calls, etc,.
- calling customers overseas with Hubspot minutes
Hubspot is one hub where you can do Sales marketing, Support Tickets, manage several Deals etc
What do you like best about the product?
Deals, Ticketing system, contact management, and Automation.
Task Management is an add on the ticketing system.
It almost connected with all other possible software.
Task Management is an add on the ticketing system.
It almost connected with all other possible software.
What do you dislike about the product?
There is no portal where our customers can see the raised tickets apart from an email notification. Teamwork provides this facility
What problems is the product solving and how is that benefiting you?
We are using HubSpot Service Hub for Marketing and to manage the support tickets.
Before using Hubspot our all work is scattered in all places. Now we have one hub where we can do almost everything.
Before using Hubspot our all work is scattered in all places. Now we have one hub where we can do almost everything.
Recommendations to others considering the product:
Go for it without having any other thought
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.
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