Service Hub Professional
HubSpotReviews from AWS customer
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Brilliantly Flexible
What do you like best about the product?
The customisable properties - makes it so much easier to categorise and report on your data (the report building is awesome too). Having this flexibility is key to managing company growth.
What do you dislike about the product?
You can't create Categories with their own set of sub-categories. The Arrangement of the "Activity/Email" pane in a ticket is confusing. The Built-In Knowledge Base is basic and visually unappealing. You can't have multiple Knowledge Bases (we need separate ones for Customers and Franchisees).
What problems is the product solving and how is that benefiting you?
Customer Support, Sales Enquiries, Franchisee Support, Technical Support, Marketing, Recruitment, Feedback. We are more productive now in all these areas. We are also beginning to onboard our Franchisees and they are seeing the same benefits.
Recommendations to others considering the product:
Have patience with the setup, it's ultimately rewarding.
Hubspot review
What do you like best about the product?
We can email our customers through it and check out the feedback from our customers. I also like how we can see our NPS scores.
What do you dislike about the product?
I do not like how HubSpot is slow and breaks down a lot.
What problems is the product solving and how is that benefiting you?
We are able to see how our customers are feeling about their orders from our surveys.
Not just for Sales...
What do you like best about the product?
The board view lets see the progress of support tickets at a glance.
What do you dislike about the product?
Unable to change the 'default' bucket tickets are dropped into. Tickets fall into the top/leftmost bucket first by default.
What problems is the product solving and how is that benefiting you?
HubSpot lets us easily manage our ticket flow and instantly know what action needs to be taken next. We can easily sort our 'real' tickets from automated jobs and keep accurate tabs on time spent on customer issues.
Recommendations to others considering the product:
Take advantage of automation! You can setup alerts to monitor ticket times, manage to-do lists for customer tickets, and automate ticket flow.
Hubsport is an adequate service to manage communication
What do you like best about the product?
It is convenient to have all the emails organised in the right pipeline as well as communicating with various sources
What do you dislike about the product?
there are some missing functions, like forwarding
What problems is the product solving and how is that benefiting you?
We solve customer queries as well as communicating with other members of staff. It is convenient to organise the origins of the emails as well as being able to sort out the responses. It is able to handle a big variety of information sources other than emails as well.
Recommendations to others considering the product:
It is a convenient service when wanting to use various platforms together at the same time
Hubspot's Support team is great!
What do you like best about the product?
Hubspot's support people are super responsive and can always figure out your problem. Example: I sent in a request ten minutes before lunch and got a callback before leaving. Whether it's emails, chats, or calls, you always know that your issue is being handled.
What do you dislike about the product?
I can't think of anything with the support to dislike. My only issues with Hubspot in general are QOL improvements, such as visibility to which team member is looking at which ticket to prevent double work, or more robust tools for reporting non-sales or marketing metrics.
What problems is the product solving and how is that benefiting you?
My main use of Hubspot is for incoming support requests, and having the database automatically link client company and contact info is a huge time saver!
Service Still Needs Work
What do you like best about the product?
Within the Service Hub it is useful to be able to make "pipelines" to sort tickets and pretty easily create a specific view to sort tickets. Also, the ability to set reminder "tasks" within a service ticket is very nice--that way I can set a reminder to check in on an issue without having to leave 30 tickets open.
What do you dislike about the product?
HubSpot does not refresh quickly enough for a full team of people to work out of the Service Hub. Unless you verbally check with your co-workers if they are already working on a ticket, we have several people working the same ticket because they did not see someone had already put that ticket into their name. It is essential for a service center to have real-time information to work with.
What problems is the product solving and how is that benefiting you?
There are reporting tools within HubSpot that were not an option with previous system.
Recommendations to others considering the product:
If you are looking for a primarily ticketing system, understand that the HubSpot Service Hub is still developing. I would not recommend using it now, but it might be a viable solution down the line.
HubSpot gets the job done
What do you like best about the product?
That it is a CRM and ticketing system all in one. They all integrate and don't need to switch platforms.
What do you dislike about the product?
I cannot stand when I type in a phone number, then need to use the delete/back space button after I type the phone number, it deletes all I wrote.
What problems is the product solving and how is that benefiting you?
HubSpot has made it easier for me to leave notes for the sales team about customers.
I handle incoming emails from members, reservations, and cancellations for a hotel rewards company.
What do you like best about the product?
I like that everything in Hubspot is located in one place and that I don’t have to jump to different applications to do everything I need to do in a day. I also like that I can sort them by matter of urgency or how long I need to wait till I can revisit again.
What do you dislike about the product?
I wish there was a more user friendly way to look up labels and filter tickets by the labels they are associated with.
What problems is the product solving and how is that benefiting you?
I am solving the issue of emails and tasks from becoming unorganized. Hubspot helps keep everything organized.
HubSpot Review
What do you like best about the product?
Hubspot is a great platform for all communication with customers!
What do you dislike about the product?
Sometimes they have issues, and the servers can be down for awhile thus halting all work.
What problems is the product solving and how is that benefiting you?
I have utilized all KPI and surveys that our customers leave us. It is good to have that at a glance!
Efficient Work Tool
What do you like best about the product?
Hubspot helps me save time in creating service tickets. It is very straightforward and it has many features that will help me add more details to a ticket. I like that I am able to associate calls, emails and chats to a ticket. I also like because we are able to view ticket status in a tabular form. The reports and dashboard are presented in a way that is easy to understand.
What do you dislike about the product?
I don't like when there is an outage happening on the site because it delays me from completing service tickets. I know we can't avoid this to happen but I just want to finish all my task before end of day.
What problems is the product solving and how is that benefiting you?
It is easy to use and helps me make use of my time efficiently.
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