Service Hub Professional
HubSpotReviews from AWS customer
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Hubspot
What do you like best about the product?
Great for tracking current customer tickets in an organized way. Hubspot allows you to create separate ticketing pipelines so that we can track the process of various open types of open tickets.
What do you dislike about the product?
for multiple users emailing from one support account, it can be a little confusing.
What problems is the product solving and how is that benefiting you?
Customer Support and Service concerns. A major benefit is the ability to organize and notate in tickets.
Easy to use and a solid way to document significant items in our business.
What do you like best about the product?
Hubspot allows us to easily document our high volume emails with customers. I also like how it is such a great resource for reports.
What do you dislike about the product?
The only down side is when we encounter issues with the system and there are delays.
What problems is the product solving and how is that benefiting you?
We are able to go back and reference all types of data we keep on file. It is easy to look up quotes and tickets for quick reference when needed.
Recommendations to others considering the product:
If you are looking for a good system that supports for great documentation, easy to use, and great for creating reports it is great.
Compact and easy to use
What do you like best about the product?
HubSpot is a one stop shop for everything I need to support my clients, from tickets to scheduling tasks to facilitating phone calls
What do you dislike about the product?
It's made me so proficient that I'm doing a lot more work
What problems is the product solving and how is that benefiting you?
Software Set-up and trouble shooting. It has dramatically increased the follow through that goes beyond fixing an issue and builds into fostering a relationship of trust
HubSpot Service Hub is Great!
What do you like best about the product?
It easily categorizes and allows me to organize support and customer engagement as well as measure how what we deem as important for our business
What do you dislike about the product?
It would be nice to see more in depth reporting as well as a better connection to the sales hub to allow for more detailed business insights.
What problems is the product solving and how is that benefiting you?
We utilize HubSpot Service Hub as out primary trouble ticketing solution for our SaaS business.
Recommendations to others considering the product:
I would say that it is very easy to user and adopt from a previous service desk. There are some nuances and connections that do not yet exist but it definitely allows you to quickly setup and start utilizing a service desk which was great!
Very easy to log and track tickets, having most data prepopulate is the neatest.
What do you like best about the product?
The integration with Intercom is seamless. Our chats originate from Intercom a few clicks later we have a ticket with an assigned number. Having all of my contacts imported from my emails makes it easier to log a ticket, the user's information is already loaded I don't have to add each contact.
What do you dislike about the product?
I have not been able to remove the office administrator but that might be more of an Intercom issue than Hubspot. Hubspot automatically links all conversations to the person that created our account causing me to have to go back and unlink her from issues not related to her.
What problems is the product solving and how is that benefiting you?
We were able to produce reports with 2 clicks and track the areas of improvement based on the number of repeat service tickets. We are able to produce reports showing what times we need to schedule support around. Hubspot also tracks productivity who is handling the most tickets the time it takes for a ticket to be resolved.
Recommendations to others considering the product:
Great tool thus far easiest tracking support tool I have used.
Easy and Efficient
What do you like best about the product?
Being able to be reminded of every task that is pending is an amazing way to keep track of everything so nothing falls through the cracks. It is almost impossible to forget to take care of something since you can get a notification via email, slack, zoom and text.
What do you dislike about the product?
Sometimes it is hard to go back and find a ticket from a long time ago. Not too often but it is sometimes time-consuming. Also, sometimes tickets that have been completed appear under the tickets that are still open under my All Open Tickets. Not anymore but it used to, I hope it was fixed and it does not happen in the future.
What problems is the product solving and how is that benefiting you?
Best too outside of Meld to be able to send or receive tasks to make sure they are done in a timely and efficient manner without them being forgotten.
Recommendations to others considering the product:
It is an amazing tool! I would definitely recommend using it in order to make sure everything gets done like it is supposed to.
Hubspot Review
What do you like best about the product?
In Hubspot, I really like being able to track the progress of emails. mainly it is great to show who has seen and how many times they have opened it.
What do you dislike about the product?
I dont like the amount of clicks you have to do when making tickets and deals.
What problems is the product solving and how is that benefiting you?
Our team is solving the notion of not being unified. I really like seeing the progress of both me and my team and seeing how we stack up individually.
Hubspot has really help organize and deliver a great experience to how customers.
What do you like best about the product?
Hubspot Service has really help us organize and create a system for providing customer support. I really like how we can track metrics around customer experience from feedback surveys and have one inbox/place for email, chat and integrates like Facebook messenger all in one place.
What do you dislike about the product?
I wish that Hubspot was easier to fully understand to take advantage of all the features. Note they do offer free and paid resources to better take full advantage of the software. I also would like a better app experience. I want to do everything that I can do in Hubspot on the computer on my phone.
What problems is the product solving and how is that benefiting you?
I’m solving customer support, communication and experience. It made us realize how important having a customer communication tool outside phone and gmail was important. Having one place to organize, manage and use metric to improve the customers experience is critical.
Recommendations to others considering the product:
It's great. Start off with the free CRM and grow into other tools as the need becomes greater
Hubspot Review
What do you like best about the product?
Hubspot is a great system that makes it easy to keep things organized.
What do you dislike about the product?
The site glitches are usually fixed relatively quick, but the quirks just make those moments difficult until they are fixed internally.
What problems is the product solving and how is that benefiting you?
Hubspot keeps everything in order, so it is easy to pull up an account and read through everything without having to take too long or look too many places. The seamless navigation makes managing calls and accounts a breeze.
Easy to use; great for organization
What do you like best about the product?
Desktop notifications that are highly customizable. I get notified of things I care about, and not things I don't.
What do you dislike about the product?
Some of the auto-detection could be improved. An email forwarded by a colleague can sometimes be associated with him instead of the original sender. Annoying but not a deal breaker.
Reporting/dashboards based on custom fields is severely lacking.
Reporting/dashboards based on custom fields is severely lacking.
What problems is the product solving and how is that benefiting you?
Customer outreach; task tracking.
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