Service Hub Enterprise
HubSpotReviews from AWS customer
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Reliable and convenient
What do you like best about the product?
I can trust Hubspot will never have outages and I will not lose access to my customer's information. Everything is in one place and I can edit my site, run feedback surveys, communicate with customers, and track all their interactions without needing a thousand tabs.
What do you dislike about the product?
I feel like their knowledge base tools are rather basic, and don't allow for a lot of customization. There is also so much to HubSpot that it can be daunting to learn.
What problems is the product solving and how is that benefiting you?
We are looking for a centralized place for all customer interactions and data surrounding them, as well as reporting data on our team. For this, HubSpot delivers.
Great but could be more well-rounded
What do you like best about the product?
Data reporting and simplicity of general user dashboard/ticketing system
What do you dislike about the product?
Lack of functionality for global entities
What problems is the product solving and how is that benefiting you?
Very easy to keep track of internal issues, which gives us great insight into how exactly they are happening and how to tackle them
Easy to use
What do you like best about the product?
The platform is very easy to use; you do not need to have a previous experience in order to use it properly.
What do you dislike about the product?
The formatting can be a bit funny and weird, especially the text formatting between 'style' and 'paragraph'. They are very similar to each other, but is not compatible with one another. So, if you have two right next to each other, the formatting will go haywire.
What problems is the product solving and how is that benefiting you?
Helping customers by creating helpful help articles for them. Also, being able to respond to customers' emails and live chat seamlessly is a useful tool to have.
Mother Labs x Hubspot
What do you like best about the product?
The most helpful part about Hubspot is the data linkage to allow our team to organize our day-to-day sales practices!
What do you dislike about the product?
I dislike a lot of the reporting in Hubspot, there needs to be more ability to edit. I also dislike some of the exporting and importing features.
What problems is the product solving and how is that benefiting you?
I'm solving the gaps we have in our company whether that be financial, data, marketing or client information
Recommendations to others considering the product:
I advise creating processes within your business; drawing them out and having detailed discussions with your team as you will find out Hubspot its easier to connect the dots when mapping your CRM
Hubspot Service Hub is AWESOME.
What do you like best about the product?
The ability to accurately maintain the status of your ticket pipelines, the clarity it provides while allowing for team collaboration, and the ability for your customers to self-serve via the knowledge base and provide feedback on the service that they have provided!
What do you dislike about the product?
Nothing that I can think of. My favorite part about Hubspot is their constant innovation, and release of new features. With the rate at which things change daily... this is a huge plus.
What problems is the product solving and how is that benefiting you?
We utilize the service hub for our call center, current customers, job production, and past customer inquiries. It allows for greater clarity amongst our team to stay organized and productive.
Recommendations to others considering the product:
HubSpot has so much customizability... work with someone who can help you implement and understand it! Iron out the processes, and use the tools to enhance it!
Director of Customer Success
What do you like best about the product?
Love the ability to add a searchable knowledge base with solid, useful content for users (including videos, pictures, etc.). It's also really nice to see what is found useful and commonly searched for so we can remedy any missing gaps.
What do you dislike about the product?
With the support tickets, it's not always easy to see when action needs to be taken (i.e. when a customer responds, etc.). The round-robin booking feature is not always flexible enough to provide support from multiple email/user accounts in different regions/time zones.
What problems is the product solving and how is that benefiting you?
Very few problems over here! We really have found it to be incredibly beneficial in providing organized, clear, and efficient customer service to our clients of all sizes.
HubSpot service
What do you like best about the product?
Can see all tickets from ticket view to ensure you're on task
What do you dislike about the product?
The inability to easily reassign tickets between team members
What problems is the product solving and how is that benefiting you?
Knowing where a certain case is in process
Service Hub makes it easy to collect customer satisfaction
What do you like best about the product?
The easy to implement site integration makes the CSAT and NPS surveys look native to your site.
What do you dislike about the product?
The NPS survey can only be sent to contacts you know. There's no option to simply prompt all web guests.
What problems is the product solving and how is that benefiting you?
We needed an easy way to implement an NPS/CSAT that looked native to our site.
Service Hub review
What do you like best about the product?
I enjoy the ticketing system and how it is end to end
What do you dislike about the product?
I wish the knowledge base templates were more customizable. For example being able to have tiles in any section.
What problems is the product solving and how is that benefiting you?
customer support being more seamless - ticketing and knowledge base and hopefully using the customer portal down the line
HubSpot does have most things I need.
What do you like best about the product?
Inbox section with the ability to manage both chat and emails from one place, as well possibility to switch conversation from chat to emails. Very easy to use the knowledge base builder.
What do you dislike about the product?
Haven't found an option to switch conversation owner depending on the user activity or inactivity. Don't see the possibility to apply as an owner for conversation specific user or a group of users, based on the contact that is reaching out. No possibility to reply to 2 emails up in the conversation thread (if from the conversation a contact was removed to discuss some private matters, we can't continue the previous thread with said removed contact without disclosing this private matter if only way would be to add contact back)
What problems is the product solving and how is that benefiting you?
Supporting customers on the product use with chat and emails, as well as providing them helpful articles in the knowledgebase. Holding communication with the development team through tickets.
Recommendations to others considering the product:
Understand your needs for the most part and arrange a consultancy meeting with HubSpot support to have clearance what HubSpot can provide and where it can be found in the system.
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