Service Hub Enterprise
HubSpotReviews from AWS customer
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When I came to ZeeMee, they were all spreadsheets. Moving to HubSpot has been a game changer.
What do you like best about the product?
My favorite thing about HubSpot is the reporting. We never had a source of truth, and now we do! Instead of having to dig through spreadsheet after spreadsheet, I can quickly consult an all-encompassing dashboard.
What do you dislike about the product?
At this moment, my least favorite part of HubSpot is how limited a free-account is when associated with a paying company. IE: It would be nice to be able to make modified paid seats. This way I could give users access to certain parts of the Hub who do not need a paid sales or service seat.
What problems is the product solving and how is that benefiting you?
We were 100% spreadsheet based with no source of truth for our data. Additionally, we had no consistency in data collection. Adding HubSpot to our daily work has been such a life saver. Our data is accurate and people can find an answer to almost every question. We also never ran NPS or customer surveys prior to HubSpot and now we can!
Hubspot is a One Stop for All Needs
What do you like best about the product?
There isn't anything new at this time that has come out.
What do you dislike about the product?
Continue streamlining and refining to ensure a smooth experience.
What problems is the product solving and how is that benefiting you?
It tracks everything for us, and allows us to see when customers have opened things or not. It's great for testing, and for tracking.
Service Hub is incredibly dynamic with internal and external use.
What do you like best about the product?
The ability to build logic around what is most helpful for helping my internal team in the use of HubSpot. The knowledge base articles make it easy to highlight critical problems that arise with thoroughly explained solutions.
What do you dislike about the product?
I wish I could embed information better into the articles, but there is still great functionality without any addition.
What problems is the product solving and how is that benefiting you?
It provides a resource center filled with articles on common problems that the sales and marketing team has when using the CRM. We also are looking into using surveys to reach out to our customers after specific instances and journeys.
HubSpot Service Hub boosts Customer Service & Support to new heights!
What do you like best about the product?
HubSpot Service Hub has improved our ability to keep all departments within our company on the same page with minimal effort regarding any & all Customer Service & Support tickets. It was easy to get started with HubSpot Service Hub - we were able to start seeing the positive impact of this addition to our company's operations almost immediately. We've recently expanded our implementation to include automated processes that have further streamlined customer service & support at our company - reducing initial response times, enhancing customer satisfaction, and improving internal visibility.
What do you dislike about the product?
We would love to see more reporting and dashboard options for tickets & chats, which would help us better measure valuable KPIs that greatly impact customer service & support.
Most of all, we hope to see some serious growth within the Knowledge Base tools included in HubSpot's Service Hub. We need access to customize Knowledge Base templates, just like we can with blogs in the HubSpot Marketing Hub - flexibility in the look, feel, navigation, and design of the Knowledge Base is imperative to our company's longterm plans. We need more control over keywords, tags, and search results. And we need reports and dashboards that provide detailed, valuable insights regarding the publish, performance, and reach of Knowledge Base articles. We made the leap to HubSpot's Knowledge Base almost two years ago, because we use all of HubSpot's other tools and have been very happy - and we hoped to find great success with the Knowledge Base as well. We knew there was development still left to be done on this front, but we were willing to be patient - however, there's been almost zero progress on these tools in the time we've been using them, and we're finding that we may have to evaluate tools outside of HubSpot to address the needs we have for this realm of support and customer education.
Most of all, we hope to see some serious growth within the Knowledge Base tools included in HubSpot's Service Hub. We need access to customize Knowledge Base templates, just like we can with blogs in the HubSpot Marketing Hub - flexibility in the look, feel, navigation, and design of the Knowledge Base is imperative to our company's longterm plans. We need more control over keywords, tags, and search results. And we need reports and dashboards that provide detailed, valuable insights regarding the publish, performance, and reach of Knowledge Base articles. We made the leap to HubSpot's Knowledge Base almost two years ago, because we use all of HubSpot's other tools and have been very happy - and we hoped to find great success with the Knowledge Base as well. We knew there was development still left to be done on this front, but we were willing to be patient - however, there's been almost zero progress on these tools in the time we've been using them, and we're finding that we may have to evaluate tools outside of HubSpot to address the needs we have for this realm of support and customer education.
What problems is the product solving and how is that benefiting you?
We've been able to better track client inquiries, reports, and resolutions. By creating different pipelines appropriate to the different departments of service & support management within our company, we've been able to streamline our internal operations and gain better visibility on where and when clients need assistance. We've seen a marked increase in average response time, time to resolution, and agent productivity.
Recommendations to others considering the product:
If you're already working with any of HubSpot's tools, the HubSpot Service Hub is definitely an excellent option! It integrates really well with HubSpot's other tools and has helped our team achieve more with HubSpot's family of products. If you're primary goal is a full-fledged service hub, HubSpot's Service Hub is definitely worth evaluating, but we feel that there are still some additional tools needed for it to be a complete replacement of other service tools we currently utilize.
Super easy interface and navigation
What do you like best about the product?
Super easy to set up and has a simple interface which helps with training when we bring on new employees. The customer portal helps us track tickets and make sure we are staying on top and resolving issues that our customers report. Helps standardize our emails and chats which gives our customers more confidence in our business. It provides a complete solution that helps us support our customers through the help desk, ticketing, chats and knowledge base!
What do you dislike about the product?
Nothing at this time to dislike. The software works great and as intended.
What problems is the product solving and how is that benefiting you?
Works great for chatting with customers when they are experiencing issues so we can quickly help them and keep them happy! Our customers love this feature!
Hubspot Experiece
What do you like best about the product?
The notification of the messages and emails are on point
What do you dislike about the product?
Sometimes it keeps on reconnecting but it will go online right away
What problems is the product solving and how is that benefiting you?
They can track my leads and contacts easily
Good for small groups for customer service, not ideal for technical service
What do you like best about the product?
Hub spot has great features like being able to have a single email address to track issues for many people. I like that it connects to the sales side to make it easy for both sales and support to maintain the same customer database. The automations are pretty good over all, though they did drop the ability to notify new tickets through SMS which my company was using extensively.
What do you dislike about the product?
Not really deisgned for technical service tickets. No way to "sign in to a ticket and be required to track issues". I am sure this system would be good for general customer service issues, but with no way to track root causes and fixes to issues it really does not work smoothly for multiple technicians.
What problems is the product solving and how is that benefiting you?
Hubspot is helping by connecting sales and service so that customers are universal in the system and its very easy to hand off a service ticket to a salesperson when that is appropriate.
One of the best product to connect all data on one CRM platform
What do you like best about the product?
I like best that it helps me connect my customer data easily and drive the workflow efficiently. It has various tools like knowledge base, customer surveys, reporting, and more than helps me manage the entire business workflow efficiently. I create all the help articles for the product and publish them using their Knowledge Base in-built feature. I also have created multiple email templates that can be reused and sent to the customers of my app. The customer success team uses their "Conversations" in-built feature to track all the customer deals, their issues, and conversations. Moreover, when it comes to analytics, it helps me analyze and create personalized dashboards for tracking the number of installs, uninstalls, usage, etc.
What do you dislike about the product?
It has a learning curve and sometimes requires me to spend time identifying some tools. However, they provide very efficient live chat support that always puts me on the right track. Additionally, they can work on providing a personalized account manager who can help us with our queries.
What problems is the product solving and how is that benefiting you?
It acts like a one-CRM platform that has all the solutions in one place, like a customer portal, knowledge base, live chat, managing different team roles, team management, and more. It helps in managing all the end-to-end requirements of the product using just one central place. It is helpful in managing blogs, help articles, customer conversations, email management, and more.
Easy to Navigate
What do you like best about the product?
Easy to categorize and organize topics for review.
What do you dislike about the product?
There was nothing that was not helpful. I had never used the program before, but the instructions were clear and consice.
What problems is the product solving and how is that benefiting you?
It is for the use of our customers. It give them instructions on how to use our app, platform, and services.
User-friendly multifunctional software
What do you like best about the product?
Easy to navigate, user-friendly & the mobile is handy
What do you dislike about the product?
Limited options when it comes to creating and managing tickets through the mobile app
What problems is the product solving and how is that benefiting you?
It's an all-in-one platform that connects all company departments together to best support their customers
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