Service Hub Enterprise
HubSpotReviews from AWS customer
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Good experience
What do you like best about the product?
I like that we can use the conversations inbox to communicate, and have correspondence tracked in their account. And that we have KPI's about it all.
What do you dislike about the product?
I wish surveys could be more adapable for our needs - we would like more questions on one page. Also we want to be able to select NOT to send a survey.
What problems is the product solving and how is that benefiting you?
They have evolved a lot since we started - I can't remember the things, but it is getting better.
Hubspot Service Hub enables our team to serve our customers with excellence.
What do you like best about the product?
The most helpful thing about Hubspot Service Hub is having a unified place to to business with our customers. It is invaluable to have visibility into communication from the wider team with all clients. I especially love the ability to leave notes for other team members!
What do you dislike about the product?
There are a lot of permissions and notification settings to go through. Sometimes, it is not clear what permissions are needed in order to enable team members to handle certain work flows, or what to toggle off in order to stop getting so many emails. The search function in conversations could also use a look. We find it pretty difficult to find previous conversations using that function as it often does not return the expected results or even results at all.
What problems is the product solving and how is that benefiting you?
HubSpot Service Hub is helping us solve the problem of addressing our client base in a unified manner with omnichannel support. We are able to have insight into customer records and previous communications, which is helpful when delivering service - the same representative does not need to carry the ticket all the way through. This is invaluable for a small team like ours that is spread thin.
Hubspot made me a slow responder
What do you like best about the product?
Hubspot allows me to easily create filers to display in what order i want the fields in tickets i own.
What do you dislike about the product?
The main feature I used in salesforce before moving to hubspot was flags. This would alert me immeadiatly that customer has sent a communication to the ticket and I can respond in a timely manner. We have this feature in hubspot but it is not reliable. I have too many tickets and get new P1 tickets everyday so its not effective for me to open every single ticket to
see if a customer is waiting for an answer,update . We also had an infinite loop in ticket creation when a customer added their ticketing triggered email address to a hubspot email chain. It had something to due with the ID tags getting stripped off, but the result was 100's of new tickets created for us and the customer as 2 automations wewre repsonding to each other. Our local hubspot team reached out to hubspot support and got back the answer " there is nothing we can do regarding this issue". Our IT team had to block the customers ticket triggering email address.
see if a customer is waiting for an answer,update . We also had an infinite loop in ticket creation when a customer added their ticketing triggered email address to a hubspot email chain. It had something to due with the ID tags getting stripped off, but the result was 100's of new tickets created for us and the customer as 2 automations wewre repsonding to each other. Our local hubspot team reached out to hubspot support and got back the answer " there is nothing we can do regarding this issue". Our IT team had to block the customers ticket triggering email address.
What problems is the product solving and how is that benefiting you?
don't know
Smart and intuitive
What do you like best about the product?
The use of surveys and the ability to create tickets from different channels. The Knowledge base has an easy setup and is very easy to use.
What do you dislike about the product?
I can't use hidden properties in surveys, and I just realized that the number of surveys I can create is limited to 100.
What problems is the product solving and how is that benefiting you?
We have all the requests from different channels in the same pipeline. Through automation, we assign and notify the right people, so we don't lose anything and we move faster.
Hubspot has allowed us to focus on what's important, our customers!
What do you like best about the product?
In an ever-changing industry, we must hear what our customers like and dislike about our service. We are consistently improving and modifying our business to fit their needs. Reading positive reviews keeps our team motivated! Our customer care team loves the centralized inbox; we no longer surf through different email addresses and social media platforms.
What do you dislike about the product?
Regarding CRM, we have a variety of different types of companies. Having the same fields for all companies leaves a lot unused if some are needed for some companies but not others. It would be nice to have multiple company default settings. Allowing us to narrow down the details when trying to sign new contracts for different services. Further customizing the fields that appear for each company would also be helpful.
What problems is the product solving and how is that benefiting you?
Currently, they are not helping us solve any problems.
HubSpot Service Hub is helpful in scaling Customer Success
What do you like best about the product?
I love being able to have all info on a client in one spot! The feedback surveys are helpful, as well as being able to set up automated workflows and be alerted of critical open Support Tickets.
What do you dislike about the product?
I haven't seen a downside, but I would like the ability to customize the feedback surveys more (add multiple questions when desired), and have a way to segment accounts — it would be great to be able to set a customer health score for "Customer A" as well as "Customer A — Location 1" "Customer A — Location 2" etc.
What problems is the product solving and how is that benefiting you?
It is helping me consolidate information from many different sources, so I am able to find client info more quickly. It's also helping to automate tons of manual processes (surveys, follow-up items, tracking customer issues, etc).
Huge potential, but a bit challenging in this early phase
What do you like best about the product?
I value the integration as part of my overall CRM needs. I want to be able to see tickets by customer, by contact and by deal. The Service Hub offering is a great way to share this information to Sales and Marketing, without the need for integrating a separate tool.
What do you dislike about the product?
A few things:
- Implementing the tool is not intuitive, and the solution is a 13+hr certification course. The content is good, but I'd prefer the two hour, quick "Here is industry best practice for implementing Hubspot service".
- The solution is in the very early phases of a full product. For example, SLAs are defined for all customers, whereas standard ticketing systems will have custom SLAs per customer.
- As we are not granting access by SSO, granting access via a defined contact list is very kludge.
- The price is quite high
- Implementing the tool is not intuitive, and the solution is a 13+hr certification course. The content is good, but I'd prefer the two hour, quick "Here is industry best practice for implementing Hubspot service".
- The solution is in the very early phases of a full product. For example, SLAs are defined for all customers, whereas standard ticketing systems will have custom SLAs per customer.
- As we are not granting access by SSO, granting access via a defined contact list is very kludge.
- The price is quite high
What problems is the product solving and how is that benefiting you?
Hubspot Service Hub allows me to present a viable ticketing system to my customers for tracking interactions. This ensures that I am meeting contractual commitments.
All in one product that does the job
What do you like best about the product?
We don't have to connect between multiple solutions. Everything is connected and in one platform
What do you dislike about the product?
It is expensive in terms of the features and functionality
What problems is the product solving and how is that benefiting you?
We are able to document all the products FAQ's
Simple and Effective
What do you like best about the product?
I love how organized HubSpot is and how you can filter/save views!
What do you dislike about the product?
I wish exporting was a little easier and a little better to understand.
What problems is the product solving and how is that benefiting you?
Hubspot is helping us keep track of deals and it is keeping us organized.
Great to Work with but it has it's flaws
What do you like best about the product?
Different stages to move around Tickets and Deals, Notifications for all applicable teammembers once a ticket comes in or Deals have been won
What do you dislike about the product?
Bad overview of companies and contacts. I would like to ser all relevant information at a glande and Not the wohole timeline Taking most of the space, Not properly creating contacts with the Outlook Plugin - really Bad for Marketing automations!
What problems is the product solving and how is that benefiting you?
Creating workflows, communication and tracking, no constando meed for the Programm to be Opened and therefore being able to use the time more productive
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