Service Hub Enterprise
HubSpotReviews from AWS customer
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Versatile, highly customisable, user friendly and great support
What do you like best about the product?
Managing multiple Ticket Pipelines, support, sales, implementation and more, connecting inboxes and live chats. HubSpot is one of the best Service systems out there especially paired with their other offerings. We couldn't run our business without it.
What do you dislike about the product?
Some products can be rigid, eg Knowledge Base needs more customisability, there's a lot to improve, but there are constant updates. Others are the costs can be expensive
What problems is the product solving and how is that benefiting you?
Allowing us to manage support tickets, when clients raise support queries when they reply to an email we have ticket automation in place, allowing our support team to see which tickets need attention. The Knowledge Base enables us to host How To articles, (which currently totals 136 articles) allowing our clients to 'help themselves' before contacting us and our support team to point clients to follow steps instead of rewriting these each time.
Easy to Use, everything in one consolidated place
What do you like best about the product?
It's super simple for me to manage my teams communciations with clients and visualize all our tickets + Knowledge Base.
What do you dislike about the product?
Sometimes it lacks the flexibility that I need in the dashboards and integrations with other apps. Their customer support answers me quickly and well, but they cannot overcome the inflexiblity issues
What problems is the product solving and how is that benefiting you?
It allows us to have one central place to answer clients.
Awesome support, great platform, amazing people!
What do you like best about the product?
The workflows are net superior to other CRM solutions, our agents prefer the pipeline/stages view for their workload, compared to traditional tickets (like Zendesk), as it increased their efficiency.
What do you dislike about the product?
Hubspot is more CUSTOMER centered, meaning all the actions converge at Customer level. If you're looking for something that EXCELS as a ticketing system, this is not the solution for it. It can do it, for a low-medium ticket volume but it cannot tickets in the thousands/day.
What problems is the product solving and how is that benefiting you?
We were able to automate around 80% of the workflow across multiple departments in our support team, allowing them to focus on what's important: communication with the customers, instead of technicalities that can be automated.
I would highly recommend this product to a friend whose business needs aligns with what they offer.
What do you like best about the product?
The internal knowledgebase, being able to reach someone helpful, helpful guides for implementation.
What do you dislike about the product?
Connecting forms that stream to the inbox, so we can reply directly to the person, through the ticket has been challenging.
What problems is the product solving and how is that benefiting you?
We're able to track and organize all of our leads, prospects, and merchants. We're given helpful insights for performance and can automate much of our outreach and follow-ups
Simple data analysis
What do you like best about the product?
HS allows me to compare data quickly, crossing multiple fields. With the lists I can also compare data from deals, companies and contacts at the same time and it is very useful.
What do you dislike about the product?
I would love to be able to build dashboards with this data for presentations.
What problems is the product solving and how is that benefiting you?
It facilitates the possibility of comparing data and having insights on which to then work with customers.
Easily identify problems & requests. Respond quickly with ease.
What do you like best about the product?
Support tickets can easily be sorted by team or representative. Easily tagging others is super helpful. Our teams need to be able to report on service tickets. Service Hub allows us to categorize and run reports with ease.
What do you dislike about the product?
As a whole, we would like to use HubSpot as a catalog management tool. Our "catalog" isn't sellable, but we would like to tag a product (study guide) to a ticket. This would allow us to run reports on tickets that come in for a specific product (study guide). We do not yet have this functionality.
What problems is the product solving and how is that benefiting you?
We can respond quickly to our customers! We then have the ability to run reports for internal teams to address issues and concerns in the future. The reports are so helpful.
It organizes everything
What do you like best about the product?
I have found Hubspot to be very organized, and it helps to sort out the emails for what I need to do.
What do you dislike about the product?
It is a little difficult to find things sometimes, but that would be because of the amount of informationon there.
What problems is the product solving and how is that benefiting you?
It helps me to focus on different tasks and not get distracted.
Highly user friendly Service hub.
What do you like best about the product?
Navigation. Ease of access and help articles to get the job done without any support from anyone.
What do you dislike about the product?
Nothing at all. The portal is very user friendly and has good option. May be adding extra options to edit the content might be helpful.
What problems is the product solving and how is that benefiting you?
Ability for us to build a self-serving helpdesk and FAQs.
Powerful tool for companies, giving you a maximum of insights.
What do you like best about the product?
The detailed insights and integration that Hubspot has to offer. Everything can be centralised in one unique platform.
What do you dislike about the product?
Some limitations in terms of language (Knowledge Center), missing some integrations (Spark for example). Having our personal inbox within Hubspot is not recommended.
What problems is the product solving and how is that benefiting you?
The fact that we can have our Help centre in Hubspot allows us to share the exact article to a client in just a few clicks. Saving a lot of time
Has impacted our team in an extremely positive way !
What do you like best about the product?
It is so easy to use and beautiful to use. It is also very inviting to explore new tools and find ways to make your work for efficient and cohesive with other teams.
What do you dislike about the product?
I feel like with surveys specifically, it is difficult to tailor who receives it. This could just be my lack of understanding but maybe that shows a lack in knowledge provided for the surveys. But overall, it all works very great.
What problems is the product solving and how is that benefiting you?
We have had communication issues before in making sure each team has the information they need to take on the client to the next step in their journey. Hubspot has helped us make the transition very smooth and our clients even realize that it is smooth when introduced to someone new since that knowledge has been passed on and is in the record in their "deal" card. We've also automated processes that are manual with our own admin system.
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