Service Hub Enterprise
HubSpotReviews from AWS customer
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Great additions for creating custom tickets and Reports
What do you like best about the product?
The add-ons for creating custom tickets, I don't have to stress about what information to put. Also, I'm looking to use the Custom Reports because I want to be able to segment different types of tickets and what type of tickets are used the most.
What do you dislike about the product?
I'm not sure if it's HubSpot or the 3CX integrations but it's frustrating having to ticket a call only after it's ended. I want to be able to ticket a call while it's on.
What problems is the product solving and how is that benefiting you?
Data management and integration. I can see all conversations and also track them analytically.
HubSpot is easy to use
What do you like best about the product?
It's simple to use and to tailor to your organisations needs. This is highlighted in the useful reporting tools included. Reports are very easy to build and a very visual based, so great for charing with the wider organisation and stakeholders as appropriate.
What do you dislike about the product?
It can be difficult to setup some tailored automation, such as easiliy capturing more than just email and consent before starting a chat. While there's a support ticket system, this isn't as easy to use and creates more work in addition to our in house CRM processes.
What problems is the product solving and how is that benefiting you?
Allowing us to provide a live chat service that's quick and integrates well with our website. Allows service users to contact us in a way that suits them, complementing other services.
Intuitive and convenient
What do you like best about the product?
I like how all of my tasks and information is all in one place. We even use a support chat to talk with customers directly in Hubspot, where we can easily access customer information.
What do you dislike about the product?
Our old chat system, Intercom, did have a few more features than Hubspot currently does.
What problems is the product solving and how is that benefiting you?
Having all of our customer information in one place, as well as being connected to our Admin system, is saving us a lot of time.
Very customizable for all your needs
What do you like best about the product?
What I like best is being able to customize properties which allows us to gain valuable insights on all aspects of our business, all in one spot.
What do you dislike about the product?
I dislike not being able to customize the question being asked on the support survey
What problems is the product solving and how is that benefiting you?
Service allows all of our different business units to be able to provide support to different clients without effecting the operations of other teams.
Service Hub is a Great Tool for Support and Service
What do you like best about the product?
Overall we are using conversations inbox more than tickets as it's easier to use across our team for our business.
What do you dislike about the product?
There is a big onboarding period to get it set up and function the right way with your business. If you do not have a dedicated staff member doing this for the company it can be challenging to use and get the most value out of it.
What problems is the product solving and how is that benefiting you?
Streamlining our customer support, adding transparency into a shared inbox, templated responses, and we are able to comment and work as a team on various support and sales tickets.
Good for some things but missing key features
What do you like best about the product?
We like that using Service Hub allows us to keep all of our marketing activities within a single platform alongside our other marketing activities (surveys, chat box, etc). The chat box is fairly easy to configure and integrates with our Slack, making it simple for our team to respond to inquiries.
What do you dislike about the product?
Service Hub definitely has its quirks, specifically with feedback surveys. For example, we sent an NPS survey via email to our clients using the email feature. After the 2 emails you're allowed to send, we wanted to send more to get more responses. Instead of being able to do it within the existing survey, we had to create a new one to be able to send more emails, which made it challenging to consolidate our data. Similarly, we created a link to our survey thinking that would help solve our issues, but we found that a lot of responses were coming in as "unknown contacts" even though the contact's information was already recorded in HubSpot.
What problems is the product solving and how is that benefiting you?
It's convenient to be able to have our surveys sent out within the same platform as our regular marketing emails, keeping everything centralized for future reference.
Lots of great features but some things could be improved
What do you like best about the product?
Extremely well built with powerful back end tools.
What do you dislike about the product?
Some aspects feel a bit dated, like the text editing features for the knowledge base. It would be great if it felt more like "Google Docs" and less like "Microsoft Word" from 2012.
What problems is the product solving and how is that benefiting you?
It's helping us build a solid knowledge base for our product, and that helps us help our customers better.
An easy to use tool that can be really powerful
What do you like best about the product?
HubSpot is easy to use. I was able to figure out how to do most things as a first-time user without any training. On the few occasions that I didn't know how to do something, a simple google search was able to get me what I needed.
What do you dislike about the product?
As a first-time user logging in to HubSpot for the first time can be a little daunting. However, after clicking around a little bit, things start to fall into place. Also, occasionally it can be slow to load.
What problems is the product solving and how is that benefiting you?
Managing all our customer accounts on a single platform - from tracking renewals, and upsells, to creating automated onboarding sequences. The reports and dashboards are also very useful for someone that appreciates the power of data visualization.
Very User Friendly
What do you like best about the product?
With hubspot service, I appreciate that we're able to organize our articles by category, and allow customers to easily navigate their questions by the categories on the service home page. I also love the ability to customize with headings, photos, gifs, etc.
What do you dislike about the product?
I would like to have the ability to change the color of the text to make the articles even more visually appealing. I also think there could be improvements on bulleting / numbering (ex: when you have a numbered list and insert a photo in the middle, the number count gets lost)
What problems is the product solving and how is that benefiting you?
It relieves our support and account management team, as many questions that our customers have are being answered via the help center. They have faith in our partnership with our help center
Amazing usability
What do you like best about the product?
Internal communication with in team
Priority of taks
Priority of taks
What do you dislike about the product?
Could have integrations with known softwares
What problems is the product solving and how is that benefiting you?
Priority tasks in a click
Reports of performance
Single inbox of tea collaboration
Reports of performance
Single inbox of tea collaboration
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