Service Hub Enterprise
HubSpotReviews from AWS customer
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Antiquated, slow, lacking features
What do you like best about the product?
While cumbersome to navigate, the options available do allow a lot of complex configuration and customisation
What do you dislike about the product?
The interface is slow, difficult to navigate and feels extremely outdated. Many important features are missing and it feels like a half-baked customer service tool bolted on to a dated legacy CRM platform.
What problems is the product solving and how is that benefiting you?
We were able to implement basic SLA functionality and ticket pipelines to improve assignment and handling of CS cases among our team.
Great for Getting Started with Scalable Support, But Some Limits Show Over Time
What do you like best about the product?
One of the best things about HubSpot Service Hub is its ease of use. The UI is clean and intuitive, making it easy even for non-technical team members to get started quickly. The ease of implementation was also impressive — we were up and running in a short time without needing a dedicated onboarding team. I also appreciate the integration with other HubSpot tools and third-party platforms like Slack, Gmail, and Salesforce. The knowledge base and ticketing system work well together, helping us manage customer queries efficiently. Their customer support is generally responsive and helpful whenever we’ve had issues.
What do you dislike about the product?
While the core features are solid, some advanced features are locked behind higher pricing tiers, which can be limiting for smaller teams. At times, the reporting and analytics feel a bit rigid, especially if you want to customize reports deeply. Also, while integration is possible, customizing workflows or syncing data across platforms like Zendesk or Jira requires a bit more manual effort than expected. Lastly, the platform has a lot of features, which is great, but it can be overwhelming for occasional users.
What problems is the product solving and how is that benefiting you?
HubSpot Service Hub is helping us streamline our digital customer service operations by bringing all customer interactions — from tickets and emails to live chats — into one unified platform. Before using it, our support team had to juggle between multiple tools, which led to delays and poor visibility into customer history. Now, with everything centralized, we can respond faster, track issues more efficiently, and maintain a consistent customer experience across channels.
The built-in knowledge base also helps reduce repetitive tickets by allowing customers to self-serve, which saves our team time. Plus, features like automation and canned responses help us handle a higher volume of requests without compromising on quality. Overall, it has significantly improved how we manage and scale our digital support.
The built-in knowledge base also helps reduce repetitive tickets by allowing customers to self-serve, which saves our team time. Plus, features like automation and canned responses help us handle a higher volume of requests without compromising on quality. Overall, it has significantly improved how we manage and scale our digital support.
That's fine, but it really depends on what your business needs.
What do you like best about the product?
It is easy to handle when integrated with other tools
What do you dislike about the product?
It's like hard to find emails and some things on that, is like a mess in my personal opinion
What problems is the product solving and how is that benefiting you?
The integration with other tools the company use. Like confluence
Is HubSpot Worth It or just like others?
What do you like best about the product?
I like the simple user interface of HubSpot—no fuss. or extra detailing, easy to use. The downtimes are usually next to never, so overall it's an amazing software to use. The customer support is next level, literally. coming to our aid anytime we face an issue. I use hubspot integrations as well and implementing it through Zapier is very simple, and the error frequency is much less than with other software. The working under load is nice as well, as we use it for tickets, so the frequency of use is very high.
What do you dislike about the product?
What I dislike is, unless you open a ticket in a new tab, you can't reply with your signature or add notes. I prefer single-tab functionality.
What problems is the product solving and how is that benefiting you?
First of all, the division of tickets according to their category, e.g., tech support, implementation support, delivered to relevant inbox. Rather than busting into one inbox.
Good User Experience, but has glitches
What do you like best about the product?
Its email management and assigning feature as well as flexibility over other things. It has a good classification of emails.
What do you dislike about the product?
Sometimes tickets and conversations don't match. We can see the reply in the ticket but not in the conversation, and in some cases, we see a reply in other emails but not in HubSpot, even though the email was included by the other party when replying.
What problems is the product solving and how is that benefiting you?
The ticket management and shared inbox. Our team reached out to hubspot regarding the same ticket and conversation mismatch They instructed they'll look and work on its resolution.
Hubspot's Complex but effective side
What do you like best about the product?
The ticket management is really easy; we can manage pipelines and assign representatives using a search bar, which I like.
I also like the search feature for tickets, but it still needs some updates as sometimes it doesn't give any results.
I also like the search feature for tickets, but it still needs some updates as sometimes it doesn't give any results.
What do you dislike about the product?
This is quite a convenient feature from HubSpot, but for new users, it's a bit more complex.
Every time a new employee joins my team, they require a full guide and walkthrough for days, so they can have a know-how on how to use Service Hub.
I recommend that they give free training sessions for their users.
Every time a new employee joins my team, they require a full guide and walkthrough for days, so they can have a know-how on how to use Service Hub.
I recommend that they give free training sessions for their users.
What problems is the product solving and how is that benefiting you?
It's solving a shared inbox for us and giving easy use of a ticketing management system.
Easy to work with/ I love it!
What do you like best about the product?
Easy to work with. Is not the other platforms out there.
What do you dislike about the product?
At the moment me and my team don't have any dislikes
What problems is the product solving and how is that benefiting you?
Internal escalations when dealing with customers
CRM
What do you like best about the product?
Simple and easy to use you can make your dashboard and a lot of things
What do you dislike about the product?
The delay some time but its just a few seconds
What problems is the product solving and how is that benefiting you?
No problem at all
Best CRM for small and medium businesses
What do you like best about the product?
I found the ability to manage sales lead very helpful. It enabled me to maintain a pipeline and never miss a follow up.
What do you dislike about the product?
Its tendency to over complicate things, the features should be simple and straightforward.
What problems is the product solving and how is that benefiting you?
Integration is one of the problems we had in the early days which I believe hubspot has resolved and it has benefited me a lot. It allowed me to integrate hubspot into our company workflow and allow sales team to be more efficient.
Best product for startups
What do you like best about the product?
The simple UI with robust options for cross collaboration across teams makes it standout.
What do you dislike about the product?
As the organisation grows things can get a bit messy but their cx support is th ebest.
What problems is the product solving and how is that benefiting you?
Hubspot is solving problems around customer service in general and cross channel communications and by doing so it is making my day to day easier and more productive.
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