Service Hub Enterprise
HubSpotReviews from AWS customer
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Great Software and Great Starter CRM
What do you like best about the product?
I like the flexiblity with the features on Service Hub, while I also love the If/Them branches which helps me and my team answer many questions as we can with the guest being sent to the correct team!
What do you dislike about the product?
What I dislike about the Service Hub is the lack of premium features like the If/Then Branches, Customer Portal etc which should be made available for those with Starter packages
What problems is the product solving and how is that benefiting you?
Hubspot Service Hub is helping my team and I solve a major issue with our company lack of Customer Service tools and contact methods, when we first launched HubSpot for LJ Entertainment Media it felt like a relief as we found our solution to the issue
Easy to use and setup Basic Ticketing System
What do you like best about the product?
I like the Priority field that helps prioritize requests
What do you dislike about the product?
The system erroneously associates Deals with Tickets.
What problems is the product solving and how is that benefiting you?
It helps me keep track of open Tickets, collaborate more effectively with my colleagues and organize my support team. This helps our company provide better service.
Good product as a whole, but needs work around conversations
What do you like best about the product?
We use HubSpot for inbound and sales so we now have a full overview of how our customers are going. I like the feedback surveys and that we can have multiple pipelines and good reporting for different areas of our business.
What do you dislike about the product?
I do not like that when a ticket is submitted via a channel other than email that we cannot simply reply to the ticket. We have migrated from Zendesk, and miss the ability to reply to a ticket that has been submitted by a form or by the widget.
As an example, I submitted a ticket via a HubSpot form. It created the ticket with no issues. The problem came about when I wanted to reply to the customer. Instead of hitting reply, I needed to create a new email, manually enter the subject, copy and paste the ticket description into the email to give the customer context and then email the customer. It adds at least 5 extra unnecessary steps. As a comparison, if I receive a ticket in Zendesk I can just hit reply.
For this reason, we now only accept customer tickets from email, which comes with it's own problems.
I also dislike that when I click on a task that is reminding me to handle a ticket, clicking on the task takes me to the contact / company record, not the ticket.
If we can resolve these irritations, we would be much happier.
As an example, I submitted a ticket via a HubSpot form. It created the ticket with no issues. The problem came about when I wanted to reply to the customer. Instead of hitting reply, I needed to create a new email, manually enter the subject, copy and paste the ticket description into the email to give the customer context and then email the customer. It adds at least 5 extra unnecessary steps. As a comparison, if I receive a ticket in Zendesk I can just hit reply.
For this reason, we now only accept customer tickets from email, which comes with it's own problems.
I also dislike that when I click on a task that is reminding me to handle a ticket, clicking on the task takes me to the contact / company record, not the ticket.
If we can resolve these irritations, we would be much happier.
What problems is the product solving and how is that benefiting you?
Reporting is now much better, and we can understand if customers are either unhappy or starting to become unhappy much more quickly.
Better than email, almost
What do you like best about the product?
In theory the ticket captures all the communication history with a customer, so the entire team can quickly get up to speed on the issue. We route a few shared email inboxes and website forms into HubSpot service hub to automatically create tickets.
What do you dislike about the product?
The workflow of moving a support email into the ticket area is extremely common. In HubSpot this generates significant noise. There is no automatic cleanup of the inbound email so you wind up with a copy of the communications in HubSpot inbox as well as in service hub. The service ticket and the inbox thread need to be closed independent of each other. The HubSpot team has long been ignoring for forum requests to rectify this.
There are several critical features for security and automation that are withheld from all product tiers other than enterprise.
We are on the Pro plan for most HubSpot features. Received 90% discount first year, 50% discount the second year and will be paying full price next year. Those discounts have been a big help but our HubSpot expenses are growing much faster than revenue. At this 50% discounted rate, HubSpot is more than twice the expense of our entire technology stack (over 100 services) on Azure. Most things we use on Azure are priced based on actual utilization. For startups, HubSpot pricing based on utilization or profitability would be a more palatable pricing model.
Where HubSpot pricing becomes absolutely abusive is the requirement to upgrade to enterprise level just to achieve SSO and MFA for team members and customers alike. This, in a GDPR world.
Enterprise level is also required for flexible integration with unsupported third-party applications. Lack of Webhook and HTTP calls from workflows and automation is used by HubSpot as bait to force customers into the enterprise tier. This issue can largely be solved externally for a few dollars a month but it really lets you know who your friends are.
Customer portal support is extremely thin, when it should combine a service ticket center in addition to quotations, invoicing, and email notification settings.
Kanban card layout is too inflexible, making it difficult to keep enough properties, visible on deals and support tickets.
There are several critical features for security and automation that are withheld from all product tiers other than enterprise.
We are on the Pro plan for most HubSpot features. Received 90% discount first year, 50% discount the second year and will be paying full price next year. Those discounts have been a big help but our HubSpot expenses are growing much faster than revenue. At this 50% discounted rate, HubSpot is more than twice the expense of our entire technology stack (over 100 services) on Azure. Most things we use on Azure are priced based on actual utilization. For startups, HubSpot pricing based on utilization or profitability would be a more palatable pricing model.
Where HubSpot pricing becomes absolutely abusive is the requirement to upgrade to enterprise level just to achieve SSO and MFA for team members and customers alike. This, in a GDPR world.
Enterprise level is also required for flexible integration with unsupported third-party applications. Lack of Webhook and HTTP calls from workflows and automation is used by HubSpot as bait to force customers into the enterprise tier. This issue can largely be solved externally for a few dollars a month but it really lets you know who your friends are.
Customer portal support is extremely thin, when it should combine a service ticket center in addition to quotations, invoicing, and email notification settings.
Kanban card layout is too inflexible, making it difficult to keep enough properties, visible on deals and support tickets.
What problems is the product solving and how is that benefiting you?
We use HubSpot for customer support and also for client on-boarding. For us a "sale" typically includes a customer training session, multiple-step IT set up that the customer must manage, and creation of dozens or hundreds of accounts on the customers behalf. When we close on a deal, all this activity is tracked in the service hub.
Customer Success Manager
What do you like best about the product?
The ability to easily send multiple reach outs to the large teams I support with ease AND with trackable insights!
What do you dislike about the product?
The set up can be complicated (ticket boards + work flows) BUT - once you figure it out its easy!
What problems is the product solving and how is that benefiting you?
Helps us solve mass email problems
Helps us track opens easier
Helps us communicate globally in specific times zones
Helps us track opens easier
Helps us communicate globally in specific times zones
Best in-class services automation suite for Saas products
What do you like best about the product?
The ability to build a user-friendly knowledge base and feedback surveys
What do you dislike about the product?
Inability to create categories within categories for knowledge base and missing nested URLs structure for KB articles
What problems is the product solving and how is that benefiting you?
Since we already are using HubSpot marketing automation part, it is easy to use HubSpot services on the same customer database, run feedback surveys, and deliver a knowledge base
HubSpot Service Hub does it all!
What do you like best about the product?
HubSpot Service Hub is an exceptional customer service management software that is easy to use and comes with a wide range of features that helps our business improve the customer service experience.
One thing that sets HubSpot Service Hub apart from other customer service management software is its seamless integration with other HubSpot products, such as Marketing Hub and Sales Hub. This integration ensures that we can provide a holistic customer experience, from marketing to sales to support, all in one platform.
I also love that we can create a robust Knowledge Base within the system to support our CSCS teams and allow our customers to find the information they need to solve any question they might have.
One thing that sets HubSpot Service Hub apart from other customer service management software is its seamless integration with other HubSpot products, such as Marketing Hub and Sales Hub. This integration ensures that we can provide a holistic customer experience, from marketing to sales to support, all in one platform.
I also love that we can create a robust Knowledge Base within the system to support our CSCS teams and allow our customers to find the information they need to solve any question they might have.
What do you dislike about the product?
We haven't seen any downside to the system yet. We are very pleased with the experience.
What problems is the product solving and how is that benefiting you?
HubSpot Service Hub provides a solid structure for all of our customer success efforts, from live chat to customer self-service, and we now have the data we need to continually improve our response times for support tickets.
Mostly great!
What do you like best about the product?
The ability to stay on top of my tasks easily. Things don't fall through the cracks using Hubspots workflows, sequences and automatic task creation features. I've used Salesnet, Salesboom (never! again!), Salesforce and others and for a smooth sales process with stellar marketing tools, Hubspot cannot be beat.
What do you dislike about the product?
Reporting is not the greatest. I want compiled information on how things are progressing through the sales funnel and have to do piecemeal reports then transfer to an excel sheet to report in one easy view. Frustrating, to say the least.
What problems is the product solving and how is that benefiting you?
Trackable sales process.
It works but some features are missing
What do you like best about the product?
The inbox can be linked with several input channels as email and WhatsApp
What do you dislike about the product?
It's not possible to proactively send WhatsApp messages without a workflow
What problems is the product solving and how is that benefiting you?
We get all the inflow communications from clients at the same inbox for both email and WhatsApp
Great integration with CRM
What do you like best about the product?
It's connected to our marketing and sales hub, which makes it easier to manage all the customer data.
What do you dislike about the product?
nothing wrong, everything works great to us.
What problems is the product solving and how is that benefiting you?
Live chat and get in contact with our current customers
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