Service Hub Enterprise
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Dynamic ticketing
What do you like best about the product?
With workflows and automations, we can route internal and customer feedback to the right people at the right time.
What do you dislike about the product?
Pipelines can be a bit sticky but you can get the hang of it.
What problems is the product solving and how is that benefiting you?
Getting customer feedback to the right people at the right time.
Specifically for Customer Agent
What do you like best about the product?
I like the customer agent you provide and it does give us an ease of communication and services for customers by simply embedding to website.
What do you dislike about the product?
However, there is only one agent, so it makes it impossible when we want show tier information to different customer groups(such as registered vs unregistered, paid vs unpaid). The knowledge of customer agent can be pulled from api, which is very cool. But when I tried get/post multiple properties, it stopped responses, which is not cool.
What problems is the product solving and how is that benefiting you?
Helping me build a chat bot with ease
Great product
What do you like best about the product?
Ease of use. Advanced. Great support team ready to help.
What do you dislike about the product?
Product limitations and some updates take a while to be fully released.
What problems is the product solving and how is that benefiting you?
Customer support among teams
Superb updates
What do you like best about the product?
Service Hub has now come of age. Over the past year, the updates have made a tremendous difference to the clients who've adopted it. Customer agent has to be one of the most powerful tools that is still not fully understood - using a vectordb to store the relevant information allows the AI to cook the ingredients and deliver a appropriate meal, every time.
What do you dislike about the product?
Right now there's nothing in particular that I think needs to change, except maybe for customer understanding through appropriate educational resources.
What problems is the product solving and how is that benefiting you?
We currently have our own customer agent on our website with a crafted knowledge base underpinning it. With the recent updates of being able to ask for an email address early on in the conversation, we're excited to explore how we can use this for lead generation.
Good tool with high complexity in customization
What do you like best about the product?
That allows the service team to better organize the attention of all received cases and the ease of keeping the log of attentions.
What do you dislike about the product?
High complexity to customize the views
What problems is the product solving and how is that benefiting you?
Allows organizing the activity of the team that attends to the post-sale customer
Customer centric
What do you like best about the product?
Ticketing tool & inbox are simple to use and flexible
What do you dislike about the product?
Nothing! It has improved loads over the past year and I'm looking forward to see the next 12 months of updates
What problems is the product solving and how is that benefiting you?
Managing client support
More Than A CRM
What do you like best about the product?
Costumer Agent: it makes answering my customer's questions easier or more efficient.
What do you dislike about the product?
I'm still thinking about this one. But I would like to see more video documentation for the tools in there.
What problems is the product solving and how is that benefiting you?
Customer interactions. The survive hub helps me provide a timely response to my customer through Customer Agent. We train the agent with content on our website and other resources; and the results or performance is satisfying and beneficial.
Intuitive Platform, Elevates Customer Service
What do you like best about the product?
I find HubSpot Service Hub intuitive and easy to set up, with seamless connectivity to our processes. The centralised ticketing system allows for efficient problem solving and effective reporting. Automation and required properties streamline data collection, ensuring efficient operations. The scalability and integration of AI tools enhance customer service capabilities, making it accessible and scalable. I use the entire HubSpot platform, with Slack for team communications, to maximize efficiency.
What do you dislike about the product?
I would allow multiple customer portals because I think sometimes there's a real need to tailor for different purposes.
What problems is the product solving and how is that benefiting you?
I use HubSpot Service Hub for centralised ticketing, streamlining customer service, improving reporting, and enhancing efficiency. It automates processes, ensures all needed data is collected, and supports optimisation, benefiting both our agency and clients.
Easy to use and set up
What do you like best about the product?
Ease of use. Allowed us to handle a multitude of incoming requests and route them according.
What do you dislike about the product?
The only issue we’ve continually experienced is when a person replies to an email it doesn’t reopen the ticket IF they are the last person to reply and reply again. Would be beneficial if a date timestamp was added to the logic to determine if the ticket should be reopened.
What problems is the product solving and how is that benefiting you?
Handles our “help” inbox for both employees and customers. Allows for routing to the appropriate internal person.
Service hub has allowed us to become a smarter business
What do you like best about the product?
The easy to use nature of the platform, you can customise it to meet multiple of your business needs
What do you dislike about the product?
The out of the box reporting is very basic
What problems is the product solving and how is that benefiting you?
How to onboard our clients, we can track and manage the whole process
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