Service Hub Professional
HubSpotReviews from AWS customer
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It has been difficult to analyze data at the levels we need
What do you like best about the product?
I like the ease it was to set up a ticketing flow and link the email address. I like the way the knowledge base works and the support form
What do you dislike about the product?
I wish we could make if/then clauses for required fields in tickets without having to create different pipelines. Automatic re-open should be able to use if/then clauses as well. The reporting in hubspot is difficult to use. Anytime I want to reference company and statistics information I have to manually refresh the data. This is not as limiting in Salesforce or zendesk.
What problems is the product solving and how is that benefiting you?
We did not have a ticketing system before hubspot so this was helpful to build out a process. It has been great to measure the ticket volume and understand what some bottlenecks are in our internal processing.
Very easy to navigate, visually pleasing to use and view tickets
What do you like best about the product?
Ease of use and visual aesthetics make using HubSpot easy for users
What do you dislike about the product?
Large files cannot attach to email and are removed
What problems is the product solving and how is that benefiting you?
Emailing very easy and keeping track of prior threads made easy!
Fantastic CRM Tool!
What do you like best about the product?
With HubSpot, you can manage your tasks in a friendly manner. It is easy to use!
What do you dislike about the product?
I am encountering some errors sometimes when trying to load the page.
What problems is the product solving and how is that benefiting you?
With HubSpot, it helps me not to miss a task, especially when handling customer's concerns.
Hubspot Service Hub is a game changer
What do you like best about the product?
Hubspot Tickets are our main organizational tool to keep track of requests, phone messages and all service related items. Knowledgebase is excellent tool for making company policies and procedures easily accessible to our staff.
What do you dislike about the product?
Uploading images, screenshots and videos is sometimes challenging.
What problems is the product solving and how is that benefiting you?
It has been a huge benefit to have one central place to easily upload SOPs, templates, job descriptions and step by step instructions on all aspects of our operations.
Recommendations to others considering the product:
It's excellent and would highly recommend.
good - but i want more.
What do you like best about the product?
i like the ticketing system, it allows us to track customer issues.
What do you dislike about the product?
i think there is a lot of room for improvement, for example, saving messages as drafts, having service hub in the hubspot app, having a way to interact with other team members on tickets (we often tag developers on tickets and need a better way to clean up that process and our communication back and forth).
What problems is the product solving and how is that benefiting you?
Hubspot service hub allows us to track customer issues and tickets by category, etc.
Pete Kosiarek Review
What do you like best about the product?
ticketing and support
data/reporting/emails
data/reporting/emails
What do you dislike about the product?
more robust crm tools
sales oriented
inability to filter reviews
sales oriented
inability to filter reviews
What problems is the product solving and how is that benefiting you?
many
Fresh way to keep your tasks organized and attended to
What do you like best about the product?
I enjoy the ticketing system in hubspot. Very easy to track tickets and organize them by catagory
What do you dislike about the product?
I don't like that it seems like you can't forward e-mails.
What problems is the product solving and how is that benefiting you?
quickly tending to support related requests
Director of Client Experience
What do you like best about the product?
The pipelines and customizable statuses are a game changer. I've been stuck in platforms before where I couldn't adjust or rename.
What do you dislike about the product?
That there isn't an option to clone a ticket. We REALLY need that
What problems is the product solving and how is that benefiting you?
We are using the automations and workflows to solve our bandwidth constraints.
Hubspot Service hub is convenient for me to use because we use hubspot to track everything.
What do you like best about the product?
I like the snippets feature, and that everything is tracked on the company page. It has all the basics you would need for a service hub and is very customizable. I like being able to add categories and tag specific people in the ticket. It is great that everything is tracked with the company page but I find sometimes it clogs up the company page a bit too much if you are getting a lot of tickets from one company. I think there should be another tab for tickets instead of lumping it in with the emails (Activity, notes, calls tasks).
What do you dislike about the product?
I'm not a huge fan of the interface of hubspot in general and how things are layed out. I'm not exactly sure what it is about it but I find it really hard to navigate and find what I'm looking for. Like I mentioned above I don't like how it mixes emails and tickets into one category on the company page.
We've also been having a few issues with our emails not reaching our customers through tickets. I'm not sure if this is an us problem or something to do with Hubspot but it is a huge issue because we don't know if people are ignoring us or not receiving our response.
We've also been having a few issues with our emails not reaching our customers through tickets. I'm not sure if this is an us problem or something to do with Hubspot but it is a huge issue because we don't know if people are ignoring us or not receiving our response.
What problems is the product solving and how is that benefiting you?
It will eventually helps us figure out what type of documentation we need to provide to cut down on questions and implementation problems. It will probably also help us fight for hiring another employee to help us out with the volume of tickets. Since switching to Hubspot has definitely helped us keep all communications in one place so that everyone in the company can see any customer problems.
Recommendations to others considering the product:
I don't think I have any recommendations at this time.
I've been having a good experience, but there's room for improvement.
What do you like best about the product?
I've been having a good experience so far. What I like best is that the Hubspot features enables the user to do this autonomously. You can create many different ways to approch the user, collect information and manage processes. But I particularly like the ways in wich it is possible to automatise workflows to help us communicate with our users and measure the degree of success of each e-mail.
What do you dislike about the product?
As I said in the title, there's room for improvement. There's some degree of inflexibility in some features. For example, I should be able to change the NPS question and set the date that I want to survey again. The text that Hubspot suggested contained an error (in portuguese the propoer names can be masculine or feminine) and I couldn't fix it. Also, I'd like to resent the NPS survey to people who haven't even opened the e-mail the first time, but I couldn't.
What problems is the product solving and how is that benefiting you?
Basicaly, managing my database of clients. I need to be in touch with thousands of students and establish long-term relationship with each one of them. And the most difficult part is to keep them engaged with the online service that we provide. Since it's an online course, we measure their engagement in term of percentage of progress in a given period of time (say, two weeks).
Recommendations to others considering the product:
I strongly recommend you to watch the videos and read the content on Hubspot Academy and foruns.
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