Service Hub Enterprise
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simplifies and improves our customer service operations.
What do you like best about the product?
The platform gives our team full visibility into each customer’s history — from their first interaction to their latest support request — all in one place. This makes it easy for our agents to provide personalized, consistent, and efficient support.
The ticketing system is very user-friendly, and the ability to automate follow-ups, assign tickets, and set priorities helps us resolve issues faster. The reporting tools also allow us to monitor response times and customer satisfaction, so we can continuously improve.
Overall, HubSpot has helped us deliver a better, more organized customer experience and strengthened our relationships with our clients.
The ticketing system is very user-friendly, and the ability to automate follow-ups, assign tickets, and set priorities helps us resolve issues faster. The reporting tools also allow us to monitor response times and customer satisfaction, so we can continuously improve.
Overall, HubSpot has helped us deliver a better, more organized customer experience and strengthened our relationships with our clients.
What do you dislike about the product?
While the platform is powerful, there can also be a learning curve when setting up complex workflows or automation especially if you don’t have dedicated technical support.
Additionally, customizing certain ticket properties or reports sometimes feels a bit rigid, and we’ve had to find workarounds to match our exact processes.
Additionally, customizing certain ticket properties or reports sometimes feels a bit rigid, and we’ve had to find workarounds to match our exact processes.
What problems is the product solving and how is that benefiting you?
HubSpot Service Hub is helping us centralize and streamline all of our customer service interactions.
Before using Service Hub, we had support requests coming from different channels (email, chat, phone) and it was difficult to track conversations and follow up effectively. Now, everything is in one place, so our team can see the full history of a customer’s interactions, assign tickets, and collaborate more easily.
The automation tools like ticket pipelines, SLAs, and follow-up workflows help us respond faster and stay on top of customer issues, which has directly improved our response time and customer satisfaction scores.
The reporting dashboards also give us better visibility into team performance and common customer issues, so we can make data-driven improvements.
Before using Service Hub, we had support requests coming from different channels (email, chat, phone) and it was difficult to track conversations and follow up effectively. Now, everything is in one place, so our team can see the full history of a customer’s interactions, assign tickets, and collaborate more easily.
The automation tools like ticket pipelines, SLAs, and follow-up workflows help us respond faster and stay on top of customer issues, which has directly improved our response time and customer satisfaction scores.
The reporting dashboards also give us better visibility into team performance and common customer issues, so we can make data-driven improvements.
Perfect product for customer support especially for startup's
What do you like best about the product?
Good workflows can be setup and great reporting module, easy to use and implement
What do you dislike about the product?
Unable to find information sometimes due to bad search capability
What problems is the product solving and how is that benefiting you?
Helped me setup a scalable customer support process, customisable for niche requirements and easy collaboration
The CRM for Every Corporation
What do you like best about the product?
Ease of Use, adaptability and the free version
What do you dislike about the product?
The cost and setting up the complexity of the paid version
What problems is the product solving and how is that benefiting you?
Leads management and the all in one emailing and call functionalities
Seamless interface
What do you like best about the product?
It has the ability to create content in a seamless fashion using keywords to ensure your customers can find content easily. The knowledge base is superior and enables you to create your faq’s easily enabling chat bot functions with email notifications for ease of use.
What do you dislike about the product?
Nothing is to dislike. It works well and is easy to use.
What problems is the product solving and how is that benefiting you?
I haven’t encountered any problems
Easy to use
What do you like best about the product?
The service hub is a hub for all people who want to measure and extend their customers' lives. It allowed me to send surveys and have a ticket pipeline for problem-solving. And it is very intuitive, we use it almost every day and it was really easy to implement in our business. Give customer support is really easy with this tool.
If you want to have this, it is really easy to integrate into your business rules, surely hubspot has a solution that fits your needs.
If you want to have this, it is really easy to integrate into your business rules, surely hubspot has a solution that fits your needs.
What do you dislike about the product?
Actually, I do not dislike anything, the interface is really friendly.
What problems is the product solving and how is that benefiting you?
Customer problem solving
Amazing CRM tool with dynamic automation and workflow setup
What do you like best about the product?
- Easy to use and understand
- Simple to Implement for anyone
- Great support team to answer any queries immediately
- I use it every day for managing the support team and conversations
- Multiple features within one page
- Simple integration with JIRA and other tools in one click
- Simple to Implement for anyone
- Great support team to answer any queries immediately
- I use it every day for managing the support team and conversations
- Multiple features within one page
- Simple integration with JIRA and other tools in one click
What do you dislike about the product?
- Nothing to mention as it is a very dynamic tool without any bugs
What problems is the product solving and how is that benefiting you?
- Customer Support
- One source of truth for all support tickets.
- One source of truth for all support tickets.
Intuitive user interface, difficult setup
What do you like best about the product?
HubSpot Service Hub is easily configurable which makes it perfect for small teams that need flexibility to change the system as the business grows. Some major advantages are:
-intake of customer tickets from multiple channels including inside your proprietary software
-manage all customer data in 1 system (from deals to tickets)
-very little training is needed to start using HubSpot in general. That is both a plus and a minus in some cases as you can think you know what you are doing when maybe you don't.
-integration of the Knowledge Base and now AI to use that content to respond to tickets is a time saver
-intake of customer tickets from multiple channels including inside your proprietary software
-manage all customer data in 1 system (from deals to tickets)
-very little training is needed to start using HubSpot in general. That is both a plus and a minus in some cases as you can think you know what you are doing when maybe you don't.
-integration of the Knowledge Base and now AI to use that content to respond to tickets is a time saver
What do you dislike about the product?
Set up for tickets has been a challenge particularly related to threading emails in tickets. While it is easy to use, it is not easy to set up or fix when it breaks.
Reporting takes some time to understand.
Self help can be difficult as finding what you need in their content and then trying to understand all the terminology can be challenging
Reporting takes some time to understand.
Self help can be difficult as finding what you need in their content and then trying to understand all the terminology can be challenging
What problems is the product solving and how is that benefiting you?
All of them. It is our ticketing system, Knowledge Base, & CRM.I use it exclusively to manage both the customer success and support processes
Experience was very easy to use and user-friendly
What do you like best about the product?
It has amazing features like tasks to keep organized
What do you dislike about the product?
There is a slight learning curve when using this product
What problems is the product solving and how is that benefiting you?
Keeps all customer contacts organized
Useful for account management + internal monitoring
What do you like best about the product?
This application was extraordinarily easy to use from the start. Creating pipelines for internal processes resulted in increased revenue as well as eliminating missed steps.
What do you dislike about the product?
We had some difficulty when there were outages that lasted for days. We are a fast moving startup and needed some advanced customer service.
What problems is the product solving and how is that benefiting you?
Our team was struggling to identify and correct gaps in our customer acquisition process as well as build a pipeline for our operations team. Hubspot truly had all the tools for our entire company spanning sales, executive management, operations, and even our software engineers utilized it for data.
Switching from our old CRM to Hubspot has proven to be a great choice; our users are satisfied
What do you like best about the product?
I hold a dual role at HubSpot as both a key user and a customer care agent. This unique position enables me to respond swiftly to any issues that may arise in customer care team. Additionally, I have the opportunity to explore new features, implement them, and tailor them to meet our specific needs.
I appreciate how quickly you roll out updates, and I'm excited to be involved in beta projects where I can test new features firsthand.
You’re continuously working on exciting new features and improvements that not only make our experience smoother but also introduce creative solutions designed just for us.
Our team is can provide quick responses to customers inquiries, ensuring that customers concerns are addressed promptly and effectively.
At the start of this year, we made the strategic decision to transition our support teams to a helpdesk system. This has proven to be a highly beneficial move! We are in the process of developing our knowledge base and harnessing the power of AI for enhanced collaboration.
This has saved us a significant amount of time. Our international teams work in seven or more different languages, which can pose challenges. When I need to take over a ticket from a colleague whose language I don't speak, I find it very helpful to switch from deepl.com translations to Copilot for text translation. It's truly a fantastic feature.
Additionally, I appreciate the ticket summary function, especially for lengthy tickets. It proves invaluable when I need to step in for a colleague, whether due to their holiday or to provide support. This functionality greatly aids my efficiency.
The quality of our reply recommendations is directly linked to the strength of our knowledge base, which is continually improving each day. This is also a lovely feature.
I appreciate how quickly you roll out updates, and I'm excited to be involved in beta projects where I can test new features firsthand.
You’re continuously working on exciting new features and improvements that not only make our experience smoother but also introduce creative solutions designed just for us.
Our team is can provide quick responses to customers inquiries, ensuring that customers concerns are addressed promptly and effectively.
At the start of this year, we made the strategic decision to transition our support teams to a helpdesk system. This has proven to be a highly beneficial move! We are in the process of developing our knowledge base and harnessing the power of AI for enhanced collaboration.
This has saved us a significant amount of time. Our international teams work in seven or more different languages, which can pose challenges. When I need to take over a ticket from a colleague whose language I don't speak, I find it very helpful to switch from deepl.com translations to Copilot for text translation. It's truly a fantastic feature.
Additionally, I appreciate the ticket summary function, especially for lengthy tickets. It proves invaluable when I need to step in for a colleague, whether due to their holiday or to provide support. This functionality greatly aids my efficiency.
The quality of our reply recommendations is directly linked to the strength of our knowledge base, which is continually improving each day. This is also a lovely feature.
What do you dislike about the product?
Hm, I have to think about it. I can not say I dislike something. I have just few ideas.
Well, I eagerly waiting for Product Update regarding assign email pro team.
Customer Portal
- need record ID for customers. Our tickets, which are created through forms have the same ticket name. I know, I can just ask users to change ticket name. But honestly, this will be oft forgotten..
Helpdesk - Insert - Templates
I would love to get here the view with orders as it is over CRM -> Tickets. This would help us a lot.
Helpdesk - my views
I would love to get an overview of all views and to be able to modify access. As it is in CRM -> Tickets. I can select the team/private/everybody just at the beginning of creating the view. But this is disadvantage, in case I would like to change it later on. E.g. our Key account team sometimes does need help from other teams. I have to create this view now for all users, otherwise they would not see their tickets. I am aware of it, that they can create the view or filter the settings on the top, but .. well, have a view to manage the access will be easier for me.
Somehow the summary and teams overview does not work so, as I need it. I will need to review this feature.
Drafts - I do not know exactly, how to get rid of drafts. I tried to remove everything from conversation, but this not helped.. this is a secret for me now.
Email and ticket connection
It happens, that customers are resending our email to colleagues and the colleague answer us. It means, that Hubspot awaiting answer from email 1, but receives answer from email 2. This not work properly with change ticket status even if the subject of the email stays the same.
Other case: We receive email from customer with subject : RE + Email subject or subject: FW: + Email subject. This will be in a lot of case acknowledge as a new email and not as an answer to our previous sent email.
Well, I eagerly waiting for Product Update regarding assign email pro team.
Customer Portal
- need record ID for customers. Our tickets, which are created through forms have the same ticket name. I know, I can just ask users to change ticket name. But honestly, this will be oft forgotten..
Helpdesk - Insert - Templates
I would love to get here the view with orders as it is over CRM -> Tickets. This would help us a lot.
Helpdesk - my views
I would love to get an overview of all views and to be able to modify access. As it is in CRM -> Tickets. I can select the team/private/everybody just at the beginning of creating the view. But this is disadvantage, in case I would like to change it later on. E.g. our Key account team sometimes does need help from other teams. I have to create this view now for all users, otherwise they would not see their tickets. I am aware of it, that they can create the view or filter the settings on the top, but .. well, have a view to manage the access will be easier for me.
Somehow the summary and teams overview does not work so, as I need it. I will need to review this feature.
Drafts - I do not know exactly, how to get rid of drafts. I tried to remove everything from conversation, but this not helped.. this is a secret for me now.
Email and ticket connection
It happens, that customers are resending our email to colleagues and the colleague answer us. It means, that Hubspot awaiting answer from email 1, but receives answer from email 2. This not work properly with change ticket status even if the subject of the email stays the same.
Other case: We receive email from customer with subject : RE + Email subject or subject: FW: + Email subject. This will be in a lot of case acknowledge as a new email and not as an answer to our previous sent email.
What problems is the product solving and how is that benefiting you?
definitely saving time, enabling quicker responses to our clients, providing more team members with access to view company-level actions by customers, which allows our sales representatives to independently monitor the client’s engagement and needs.
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