Service Hub Enterprise
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Service Hub for Success
What do you like best about the product?
Service Hub is so intuitive it made the roll out with our operations and service teams very easy. We love the flexibility and opportunities the configuration and custom properties offer.
What do you dislike about the product?
Managing the permissions by paid seat. Looking forward to having all our HubSpot users under the same level (paid seat) so they can all have access to the same tools.
What problems is the product solving and how is that benefiting you?
Service Hub has allowed us to track and measure operational and service requests we receive from our clients. Previously we managed this through outlook shared inboxes which did not provide the ability to track inquiry type, volume, or resolution times. Service Hub has given us the ability to better measure our performance, while also tracking the types of inquiries so we can better enhance our knowledgebase and system for client's to self-serve.
HubSpot Service Hub Champion
What do you like best about the product?
I love that as an admin, I can set it up easily and adjust over time as our company strategy adapts. The UX/UI is the best!
What do you dislike about the product?
The integration with JIRA is not satisfactory. Our T3 and T4 teams use JIRA, and we need to synchronize notes and comments each time we escalate issues from HS to JIRA.
What problems is the product solving and how is that benefiting you?
We are focusing on making our communication methods more efficient and ensuring our system for handling requests is well-structured.
Really useful tool for service teams to stay ontop of requests and tickets!
What do you like best about the product?
I think its awesome that it encompasses all of the customer service teams needs, whether that is managing tickets, monitoring livechat on the website or just top level reporting of all support tickets. Having all of these tools in one place is really helpful to keep teams productive and give them access to the right information to support with support queries, for example.
What do you dislike about the product?
I wish the knowledge base was available on smaller tiers, but i understand why its been added to the more expensive ones to create an upsell opportunity.
What problems is the product solving and how is that benefiting you?
Keeping all data in one place, so that people across different hubs have the same access to data to create a good experience for the customer. Previously these systems would sit seperate form one another and need connectors in order to share information. Therefore, having this is one place is helping the customer service teams be more productive and efficient, whilst also not requiring lots of connectors to keep the data in one place.
Use for ticketing and chat bot
What do you like best about the product?
The ticketing is pretty easy to use and the chatbot is a nice feature
What do you dislike about the product?
Cost is a bit prohibitive for some of our clients
What problems is the product solving and how is that benefiting you?
Provides a knowledge hub that our clients enjoy
Great for service!
What do you like best about the product?
AI Chatbot utilizing our knowledgebases make getting back to customers a lot easier and quicker.
What do you dislike about the product?
Help desk is a little hard to set up with our business model
What problems is the product solving and how is that benefiting you?
Helping with logging customer interactions and breaking down data silos
Intentional and client focused
What do you like best about the product?
I use the hubspot service hub to track all feedback from current clients. I appreciate the ease of setting up the support pipeline and look forward to creating more health scores within the service hub.
What do you dislike about the product?
Hubspot service hub could be more user friendly.
What problems is the product solving and how is that benefiting you?
Creating more ease of use.
Service Hub Kniwledge Base and AI
What do you like best about the product?
My clients are still nascent to all the capabilities that comes with Service Hub. But as AI launches forward, have a comprehensive FAQ and Knowledge Base, will enable your customers to find the answer more readily by asking and answering the common questions, and then having AI power the avatar chat function and only escalating to a qualified service agent online.
What do you dislike about the product?
The ability to create FAQ modules based on Knowledge Base articles and the anxiously waiting for the AI based chat feature to launch.
What problems is the product solving and how is that benefiting you?
The chat feature has been invaluable to have a native integration within the touch and data points to assist in improving customer service and internal processes.
Upsell and cross sell with best services to the clients
What do you like best about the product?
Ability to provide pipeline like view for tickets and help visually manage clients queries and issues
What do you dislike about the product?
Limited scheduling functionality but it is improving though with latest releases
What problems is the product solving and how is that benefiting you?
Provided best servicing options when they have marketing and sales modules
All in one platform
What do you like best about the product?
Service hub is a great way to maintain relationships you have while building new ones.
What do you dislike about the product?
My agency works with clients looking to make the most of HubSpot. The service hub tends to be the most confusing to net new users
What problems is the product solving and how is that benefiting you?
Streaming how companies get information to their audience. Better support, stronger retention, faster sales cycle
Figuring it out
What do you like best about the product?
I like how many options there are for customer feedback
What do you dislike about the product?
I wish there was more ability to change things.
What problems is the product solving and how is that benefiting you?
We wanted to provide a better experience and it's helping us to do that!
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