Service Hub Enterprise
HubSpotReviews from AWS customer
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Great CRM
What do you like best about the product?
How it keeps all communication together under one roof.
What do you dislike about the product?
It would be nice to have the ability to add rules to individual clients like automatically add an email address to cc on every communication with a client record.
What problems is the product solving and how is that benefiting you?
Keeping track of our multiple projects and clients, all under the same roof.
Recommendations to others considering the product:
Use the support.
Great Tool For Any Business
What do you like best about the product?
This is one of the best tools that I have been able to use in a work place. The Hubspot dashboard is easy to use and maneuver. They help keeps tasks neat and organized. If you are not able to locate something their customer service is a click away and very helpful. I would recommend to anyone.
What do you dislike about the product?
The only thing I wish we were able is have the options of attached a PDF to a template.
What problems is the product solving and how is that benefiting you?
I work on the customer service side of the business. It helps me communicate faster with our sales team.
Helpful automation, organization, and task management capabilities.
What do you like best about the product?
After an initial onboarding period Service Hub is a very efficient system for managing support tickets. I especially like having the ability to automate specific tasks. I also like the easy of authoring and organizing the Knowledge Base.
What do you dislike about the product?
There is a hefty onboarding period before Hubspot becomes an intuitive tool to use. If a user is not committed to working in and understanding Hubspot, I could see how it might be easily abandoned.
In the ticketing system, I wish that conversations were more closely integrated within the ticket landing page.
In the Knowledge Base, I wish for collaborative editing capabilities.
In the ticketing system, I wish that conversations were more closely integrated within the ticket landing page.
In the Knowledge Base, I wish for collaborative editing capabilities.
What problems is the product solving and how is that benefiting you?
We use Service Hub to field both internal and external user support requests, as well as hosting the knowledge base for the software which we sell.
Recommendations to others considering the product:
Take onboarding seriously as it can be confusing when left to your own devices. Otherwise, once you've got the hang of it, it's very easy to use and is an effective tool for support ticket management and user self service.
Great CRM
What do you like best about the product?
I like the snippets feature as it helps to put easy replies in the chat
Meeting setup works
Knowledge Base
Meeting setup works
Knowledge Base
What do you dislike about the product?
We cannot recall chats
Notifications pop up late
Mobile notifications do not turn up on time if logged in on web at the same time
Notifications pop up late
Mobile notifications do not turn up on time if logged in on web at the same time
What problems is the product solving and how is that benefiting you?
Chat support to our clients and customers 24x7
As close to perfect as you can get
What do you like best about the product?
Sheer scale of function - Service Hub on Hubspot has a complete set of customer service features, the most frequently used ones by me are Live Chat, Forms, Team Email within the Inbox, Knowledge Base, Workflows and Hubspot-Marketplace apps for SMS and Whatsapp integration. We also use features from MarketingHub like SmartRules for customizing the emails that go out to our users. Additionally, the Reports and Dashboards feature helps keep track of all actions.
Having an onboarding liaison followed by a Customer Success liaison assigned to us from Hubspot also helped us make the best of the available features.
Having an onboarding liaison followed by a Customer Success liaison assigned to us from Hubspot also helped us make the best of the available features.
What do you dislike about the product?
-Lack of in-chat feedback collection [ thumbs up or thumbs down for each chat as it happens rather than over email as a follow up ]
Another thing that could be better is the segmentation and targeting of users when setting a live chat prompt live, the current process of creating an active list each time and having the user re-accept cookies reduces the efficiency of any proactive support measures.
Another thing that could be better is the segmentation and targeting of users when setting a live chat prompt live, the current process of creating an active list each time and having the user re-accept cookies reduces the efficiency of any proactive support measures.
What problems is the product solving and how is that benefiting you?
The biggest problem Hubspot has solved is cross referencing of data for our Customer Service needs across our Marketing and Sales actions.
Recommendations to others considering the product:
Make use of the variety of Hubspot marketplace apps available to make your administration duties easier.
Big time saver with a great support system
What do you like best about the product?
The Hubspot CRM has a very intuitive user interface and thorough training modules. As someone who had never used a CRM before, I was able to pick it up quickly. If you are ever stuck on anything in the Service Hub, they have a really communicative and helpful support team that gets back to you within 24 hours. From an analytical perspective, our company has benefitted from the platform in generating reports and insights for our business. It has helped us stay organized as a company.
What do you dislike about the product?
The only real downside is there are some limitations within what you can report on within the CRM, mainly in terms of how many properties or across how many axes you can generate reports for. However, I have contacted their support regarding this and they said they are working on new updates to continually make it more expansive.
What problems is the product solving and how is that benefiting you?
As an analyst I use Hubspot CRM to capture all of our leads in one place so that the entire company's team has access to them. I also use the CRM to create reports and dashboards for generating KPIs and insights for the company. It is great in tracking lead metrics and conversion rates for a business. It has been helpful in fulfilling our business goals. Our company's marketing team uses the CRM to send marketing emails/campaigns as well as automated reminder emails to our customers through the workflow feature in the CRM.
Recommendations to others considering the product:
I would highly recommend HubSpot Service Hub specifically to small- medium sized companies. It is a great tool for staying organized as a company with several capabilities.
Great all in one service platform from one of the best marketing companies in the world.
What do you like best about the product?
Great for collecting NPS score, and improving customer service and retention.
It's also phenomenal to have an overall snapshot of the state of your customer service. You can build your customer service funnel and have a clear idea of how many customers are waiting for an answer, how many customers have been serviced already, and how many tickets are stalled.
Integrating with the rest of the HubSpot suite makes your customer success activities much easier to manage.
You can build different pipelines to organize your customer service flow. For instance, you can
All in all, HubSpot is very user friendly and their customer support is phenomenal. They get back to you promptly and give you several different options to engage with a support rep. You can do a live chat at any time and their response times are immediate.
In addition to all the above mentioned, HubSpot has a vast learning academy where you can further your knowledge about how to best use the platform, how to improve your customer service, and they even offer certifications in several different topics ranging from Marketing, Sales, Software Use, Customer Service, Etc.
If you are a Saas company, HubSpot gives you the option to create a Knowledge Base so that your clients can find guides, step-by-step instructions, videos and more about the most common questions they might have while using your platform.
When you build your Help Center, you can get data on the most visited articles to write more guides on those topics and help your customers find in-depth answers to all their questions.
It's also phenomenal to have an overall snapshot of the state of your customer service. You can build your customer service funnel and have a clear idea of how many customers are waiting for an answer, how many customers have been serviced already, and how many tickets are stalled.
Integrating with the rest of the HubSpot suite makes your customer success activities much easier to manage.
You can build different pipelines to organize your customer service flow. For instance, you can
All in all, HubSpot is very user friendly and their customer support is phenomenal. They get back to you promptly and give you several different options to engage with a support rep. You can do a live chat at any time and their response times are immediate.
In addition to all the above mentioned, HubSpot has a vast learning academy where you can further your knowledge about how to best use the platform, how to improve your customer service, and they even offer certifications in several different topics ranging from Marketing, Sales, Software Use, Customer Service, Etc.
If you are a Saas company, HubSpot gives you the option to create a Knowledge Base so that your clients can find guides, step-by-step instructions, videos and more about the most common questions they might have while using your platform.
When you build your Help Center, you can get data on the most visited articles to write more guides on those topics and help your customers find in-depth answers to all their questions.
What do you dislike about the product?
When using HubSpot Service Hub, a downside is you cannot make NPS score fields mandatory. Additionally, the tickets feature is not as advanced as other more customer service focused platforms.
Nevertheless, the advantages far outweigh the disadvantages.
Nevertheless, the advantages far outweigh the disadvantages.
What problems is the product solving and how is that benefiting you?
We are providing support to our customers and also creating guides and articles for them to make better use of our product. We have been able to monitor NPS score and have been able to handle everything in one platform, opposed to having multiple different data points.
I would recommend when choosing HubSpot's Service Hub, get the sales and marketing hubs as well to get the most value.
I would recommend when choosing HubSpot's Service Hub, get the sales and marketing hubs as well to get the most value.
Recommendations to others considering the product:
I would recommend you to get the full HubSpot suite if it makes sense for you. When you get HubSpot Service Hub along with Sales and Marketing Hub, you get tremendous value and it will make your life easier to be able to handle most or all your organization from one place.
Easiest set up and go Service platform
What do you like best about the product?
The on-boarding process was very structured and easy to follow. On top of that, there's a robust course where Hubspot shows you the ins and outs of service hub.
What do you dislike about the product?
Can't think of anything right away to be honest - the chat functionality is a great tool anytime I need help
What problems is the product solving and how is that benefiting you?
CLIENT REQUESTS! Before, clients were frustrated due response time because their requests would be sent to an inbox and get lost in the hundreds of other requests. With service Hub, we actually have a dashboard for emails, chats. We can create tickets, see how long tickets have been open and close them out when they've been taken care of. Customer surverys are great as well.
HubSpot is great and helps me keep everything I need about our clients in one place.
What do you like best about the product?
HubSpot service Hub's best tool, in my opinion, is the knowledge base. We write KB articles frequently and it is very easy to shoot of a link to clients who might need assistance. It turns an hour long training session into a 10-second copy and paste of the KB article link.
What do you dislike about the product?
I wish I could duplicate knowledge base articles and continue editing without losing my original article.
What problems is the product solving and how is that benefiting you?
We solve the problems of our client the most to be honest. We treat it as a database to access material we send to clients who need assistance with our software.
Offerings and features continue to improve
What do you like best about the product?
We primarily use the Knowledge Base feature for our support library. It's been improved a lot in the two years we've been using it, and I really like the changes and increasing customization options. The live chat is also a great feature. It is a great convenience to both our support staff and clients.
What do you dislike about the product?
We had used the ticket system for a while but as a smaller company we found that it didn't do much for us. It's still a good feature for other clients, but not something we utilize regularly.
We also worked to configure a chat bot for the live chat, but found that it was a bit limited as of a couple of years ago. I'm sure Hubspot has continued to improve the bot, but at this time we just have the live chat use an away message outside of our office hours.
We also worked to configure a chat bot for the live chat, but found that it was a bit limited as of a couple of years ago. I'm sure Hubspot has continued to improve the bot, but at this time we just have the live chat use an away message outside of our office hours.
What problems is the product solving and how is that benefiting you?
Having a support library has made emails and calls with clients a lot easier. The analytic tools are very helpful - knowing which articles are unclear or especially helpful has been great. We also use the live chat on our website which has been great. It connects directly to our company Slack which makes it easy to maintain.
I've also found that Hubspot support staff are very accessible and quick to respond to issues. We've had very few problems, but when we did I was able to get in contact with a staff member very quickly and see a resolution within the day.
I've also found that Hubspot support staff are very accessible and quick to respond to issues. We've had very few problems, but when we did I was able to get in contact with a staff member very quickly and see a resolution within the day.
Recommendations to others considering the product:
I would definitely recommend Hubspot to others, especially for smaller companies looking to improve automation and customer service offerings. We have a small team and have found Hubspot has been a great fit for our scale. Hubspot support staff are very responsive and quick to find resolutions to any (few as there are) issues that one may encounter. In addition to Service we also use the Sales Hub and they work really well together as a unified tool for our company.
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