Service Hub Professional
HubSpotReviews from AWS customer
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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
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.
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