Service Hub Enterprise
HubSpotReviews from AWS customer
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Easy to get going and find information
What do you like best about the product?
Service Hub is scalable and pretty intuitive to navigate. It also offers plenty of online assistance for additional customisation as well as a responsive chatbot and support team where needed. I've found it easy to get started at the level that's right for our needs, right now as well as offering a path to more features as we grow our service offering.
What do you dislike about the product?
I think we still need to commit to a few things as a company to see the full potential that Service Hub can offer Sometimes the software itself requires change in processes or job descriptions that we're not quite ready for. That's to be expected - but it does mean that we aren't always using the full suite of features. It may be worthwhile offering some more detail about the sort of "policies" or "governance" that could be useful. It's not something the software should necessarily include - but it does create some potential risks when a user gets access to an area or information that they don't have "business ownership" for and start making changes there without understanding the impact.
What problems is the product solving and how is that benefiting you?
Currently - we use HubSpot Service Hub to share documentation with our customers and also to manage some of our communications via a shared inbox. We have developed an online knowledgebase and also further the integration of our help desk and EDMs.
Easy to use and great place to start to get knowledge out to your customers
What do you like best about the product?
Hubspot Service Hub is incredibly beneficial. It is simple, straightforward, and easy to use where you can get information out to your customers easily. The process was seamless and efficient, migrating from different software to Hubspot Service Hub!
What do you dislike about the product?
To be completely honest, I dislike only a few minor things about Hubspot Service Hub: the inability to customise the Knowledge base in a particular format. There could be improvements with adding more themes around here.
What problems is the product solving and how is that benefiting you?
Hubspot quickly solves the ability to interact with customers efficiently, where all data is recorded and tracked in a manner that is easy to understand. Hubspot Service Hub has increased productivity and eased processes within our organisation, as we have grown substantially with users.
Makes content scheduling easier
What do you like best about the product?
It's user-friendly and the support team is always there to help. I find this platform for scheduling and creating EDMs.
What do you dislike about the product?
I can't attach a document or create a poll.
What problems is the product solving and how is that benefiting you?
HubSpot brings help in assisting our business to raise awareness, attract new customers, and keep existing customers coming back.
My Service Hub experience of HubSpot is excellent, as a technical support administrator
What do you like best about the product?
The best thing about HubSpot Service is the ease of emailing customers back on the portal and having all the necessary tools instead of using Outlook to answer their questions/concerns.
What do you dislike about the product?
I was not too pleased with the 'Unread' emails, which always seemed bold. Other than that, it was beneficial to log in on any web browser and tackle all of the customer's emails.
What problems is the product solving and how is that benefiting you?
HubSpot Service Hub is vital to keeping one area for customer help desk-related emails & resolutions.
Available functions work well
What do you like best about the product?
Managing tickets is easy with the pipeline tools. The associations make connecting relevant information readily available from each side of the association.
What do you dislike about the product?
Absent functionalities, which are available in other platforms, make cross-team collaboration between Support and Sales or Product very difficult.
What problems is the product solving and how is that benefiting you?
We can create custom properties to code tickets. This allows use to identify customer needs and customers at risk for churn with easy-to-read reports.
Does the job for Knowledge Base content creators
What do you like best about the product?
I like the insight tools that show how many views articles receive and how much time viewers spend on each article. This helps me determine which articles are effective and which ones may benefit from editing. I also appreciate the list of search terms without any hits that Hubspot provides--this helps me understand what users are searching so that I can add useful tags to articles as needed. Finally, I like that there is a way to edit existing articles without publishing, so that HubSpot saves the changes I make but doesn't publish my revised version until I'm ready to go live.
What do you dislike about the product?
I dislike the fact that HubSpot Knowledge Base article titles/headers and subtitles cannot be edited. I want to include anchor links and change the way the article will be formatted, but I'm stuck with a template that has very few text formatting options. I can only format and insert links in the headings 3 and 4 and body of the article. I wish there were ways to truly customize a template's look and feel as well as change the format of all categories of text within an article. I also wish that there were ways to easily create sticky navigational tools such as a Table of Contents within articles to make it easier for users to find the information they need. I create my own ToCs and navigational guides using links and anchors, but these are not sticky--they are clunky and the resulting article does not look as slick as it might. I keep upvoting HubSpot contributor ideas to revamp templating and provide ways for Knowledge Base contributors to make it easy for readers to navigate inside an article and within the KB as a whole, but I have yet to see HubSpot add these features.
What problems is the product solving and how is that benefiting you?
The SaaS I have a contract with is working to empower customers to use the Knowledge Base and educate themselves on how they can take advantage of all of the features their software provides. The Knowledge Base is one of the main tools they are using to do this, and they've been seeing a positive correlation between customer success sharing KB articles and customer satisfaction with being able to use the articles to problem solve.
Clean and functional
What do you like best about the product?
I like that it has the functionality that I am looking for on a typical day. When I had a problem I wasn't able to solve myself I reached out to their support team and they helped me out quickly and efficiently.
What do you dislike about the product?
There are some UI bugs that make it feel like a bit of cleanup is needed in some areas. For example, the list of comparators in the condition builders for workflows is too long and can easily be consolidated. I'm sure your engineering team has a long backlog of QOL tickets that probably deserve a dedicated sprint or 2 to knock out!
What problems is the product solving and how is that benefiting you?
Automatic ticket tracking allows us to track all inbound support requests when we do not have a support team but three business guys incorporating support into their role part-time!
A compact solution for Data Maintenance
What do you like best about the product?
The best part for me is the workflow logics and the amazing view ability that I can get in one place for all my data logging
What do you dislike about the product?
The support desk needs a lot of work, it lacks human touch when it comes to custom solutions and you tend to get stuck in loops
What problems is the product solving and how is that benefiting you?
Customer Success Management Effectively
It allows me to extract and organize various information about my clients, company and demands.
What do you like best about the product?
The liberty to create dashboards and filters, to make decisions about my company. The tool is very intuitive and I can see, read e know everything what is happen with my client
What do you dislike about the product?
I can't create properties alone, sometimes I receive a lot of notifications on my inbox email - for me, is very difficult to understand the name of tool for changed it
What problems is the product solving and how is that benefiting you?
I'm creating a new product for my target audience and Hubspot is able to help me organize the initial run of it in my region. It also allows me to track demands in progress.
Overall decent product
What do you like best about the product?
I enjoy the flexibility I have with the Software. I primarily use the Service portion, but overall, it is very versatile. I am able to customize it to the needs of my team, and make it easier to do our jobs.
What do you dislike about the product?
I think it can be a bit difficult to learn. It is my first CRM, so I don't have much to compare, but there are some limitations to building reports, and it can be very overwhelming to set up workflows and ensure I am not overlapping with other teams or interfering with their work.
What problems is the product solving and how is that benefiting you?
It does a great job of bringing our conversations to one place and allowing our team to easily work on things together when needed.
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