Service Hub Enterprise
HubSpotReviews from AWS customer
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Hubspot Service hub review
What do you like best about the product?
The email templates and snippets are very handy.
What do you dislike about the product?
The ticket quick view is limited. We should be able to see or scroll down easily all the ticket of the lead selected.
What problems is the product solving and how is that benefiting you?
Product fulfillment. Our product (books) needs customer's input and files before we can start working on them.
With Hubspot, we are able to create a ticket, send automated emails and most importantly, schedule task to make sure our members are reminded of the books that they have paid for.
The system in place is a tremendous improvement from our previous process prior to implementing hubspot.
With Hubspot, we are able to create a ticket, send automated emails and most importantly, schedule task to make sure our members are reminded of the books that they have paid for.
The system in place is a tremendous improvement from our previous process prior to implementing hubspot.
Recommendations to others considering the product:
pls let us view all tickets
an excellent service
What do you like best about the product?
I really love how simple, yet efficient HubSpot is for connecting with clients.
What do you dislike about the product?
I wish it was integrated with calling services other than Aircall
What problems is the product solving and how is that benefiting you?
It has impacted our work by giving our customer service agents a clean interface with ways to customize to fit our specific needs.
Recommendations to others considering the product:
Switch to HubSpot from whatever you're using if you'd like a more efficient way to communicate with your clients!
So easy and Helpful
What do you like best about the product?
HubSpot Service Hub has been a blessing to our sales team. We have been able to fix any issues with had with Deal stages so we are able to be more productive
What do you dislike about the product?
So far so good. We have yet to run into any issues that have not been fixed at this time.
What problems is the product solving and how is that benefiting you?
We use this for every aspect of our customer journey. From beginning sale stages to customer success and nurturing.
Recommendations to others considering the product:
Very easy to use
A good start for basic needs
What do you like best about the product?
I like the knowledge base and surveys provided. They do a good job helping create user friendly knowledge articles using templates.
What do you dislike about the product?
It is very basic, only having one knowledge base when needing to talk to multiple markets and brands is not possible. This is extremely limited for our company which may ultimately need us to purchase an outside knowledge base company so we can make our articles brand focused on each of our websites
What problems is the product solving and how is that benefiting you?
We have not launched our knowledge base yet but we are hoping it will provide an easier customer experience for those asking the same questions over and over. We hope this will slow down the amount of inquiries we currently receive through our website.
Amazing review
What do you like best about the product?
Been into the outsourcing business for 6 years now. By far, Hubspot is the most less complicated communication tool.It's the most user friendly tool.
What do you dislike about the product?
Can think of anything right now. Hubspot has been very pleasant so far.
What problems is the product solving and how is that benefiting you?
Sale queries, technical difficulties, customer service enquiries. It's easier to manage tasks through HS. Haven't missed any deadlines so far.
Awesome
What do you like best about the product?
Organization of tickets depending on its subject.
What do you dislike about the product?
The ticket doesn't comes in automatically which I still would be needing to refresh the site before new tickets comes in,
What problems is the product solving and how is that benefiting you?
Major impact in organizing tickets and emails.
Feedback surveys are so clunky and inflexible
What do you like best about the product?
In general, I like Hubspot - marketing emails work great and I'm pleased with the flexible workflows. Which is why I was happy to add Service Hub when we had a need to start surveying our clients - I thought it would be useful to have everything in one tool.
What do you dislike about the product?
I have never dealt with a more inflexible, restrictive, limited survey interface. The system makes it incredibly difficult to survey the people you want to survey - you can't select a list and you can't just select a URL, you need to make a whole lot of complex "triggers" to determine who gets your surveys. It's been extremely stressful and difficult to navigate. Spare yourself the pain and go with SurveyMonkey if you are trying to do anything remotely complex with feedback surveys. Do not recommend!
What problems is the product solving and how is that benefiting you?
We were surveying clients using their NPS surveys primarily. We've received some good surveys but it's been way more trouble than its worth to navigate this tool.
Recommendations to others considering the product:
Don't do it
Potentially Great, practically lacking
What do you like best about the product?
Our Support team has benefitted from sharing information with our sales team which has previously deployed Sales Hub. The Chat Bot works well, nested ticket and variable custom ticket properties make cataloging and reporting very dynamic. Additionally, the reporting features are well built and easy to manipulate. The knowledge base easily migrated our existing content.
What do you dislike about the product?
Customer support is often unavailable, and even more often inaccurate/inconsistent. There have been multiple instances where one representative explained to us that a particular feature doesn't exist, while another representative directed us to it immediately. Often this has happened during the same chat conversation. It is clear that Service Hub is seeing the majority of its success on the back of Sales/Marketing Hub - not a lot of focus on what a customer service team actually *needs* to operate effectively. No SLAs, no operating/business hours, etc. The knowledge base has very limited customization, though these limitations are not at all clearly outlined until after contract signing. It was explained that our knowledge base *could* look like the Hubspot knowledge base if we upgraded to the $800 mo. Marketing Professional Plan.
What problems is the product solving and how is that benefiting you?
Ticket cataloging and reporting is definitively more robust, more easily reported on. Interdepartmental communication on the customer's full life-cycle can now be visualized. Unfortunately, we're being tasked with finding third-party solutions for things that should be basic elements of Helpdesk programs. Specifically, we're unable to build or monitor SLAs because the platform doesn't offer measurements/triggers by the hour, but by date only. Business hours & rules are unavailable for the ticking system, though they exist on the chat bot.
Recommendations to others considering the product:
Determine what core support functionality you cannot live without and present that list to your Hubspot sales rep. Ask them multiple times, and be sure they can provide visual confirmation/verification before making a final decision. This may sound obvious, but repetition was the key in our process.
Loving Automation and Knowledge Base
What do you like best about the product?
Website chat customer service and knowledge base capabilities are the best features. The automated bot feature is helpful in handling our basic customer service inquiries. HubSpot is always growing and evolving and I often stumble upon new features that I had just been wishing for during the previous week.
What do you dislike about the product?
The "build" of the chat bot feature can be a little confusing at first. In "in house" survey feature would be fantastic for future development. We'd like to deploy client facing surveys based on our account management relationships vs. customer service interactions.
What problems is the product solving and how is that benefiting you?
With HubSpot service hub, we were able to add chat and messaging service on our websites (both HubSpot built and external sites). We've also used the Knowledge Base to help answer questions for our clients, program participants, and internal team resources on access controlled pages.
Hubspot Review
What do you like best about the product?
Hubspot is easy and reliable to track any communication with clients or potential clients.
What do you dislike about the product?
Sometimes it is down in inconvenient times.
What problems is the product solving and how is that benefiting you?
Remembering tasks I need to do.
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