Service Hub Enterprise
HubSpotReviews from AWS customer
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Useful if you've got Hubspot and no other option for service management
What do you like best about the product?
It's better than nothing if that's the alternative.
What do you dislike about the product?
It has miles to go to meet the needs of a service management team. Literally every function is 'almost' good enough.
What problems is the product solving and how is that benefiting you?
Allows customers to open tickets via email or in-app chatbot.
Workflows and automations make servicing customers easy
What do you like best about the product?
Automations and workflows are brilliant, including a great list of integrations
What do you dislike about the product?
It didn't always feel intuitive. Some parts are tricky
What problems is the product solving and how is that benefiting you?
We needed to quickly migrate from running a medium sided operation from spreadsheets and Gmail to a CRM to create efficiencies and create a more seamless journey
Worst CRM and customer experience very
What do you like best about the product?
Email integration could have been useful (but was also annoying).
What do you dislike about the product?
Everything else. 1) they lock you into a very scummy year long contract with no option to just go month by month. 2) the CRM is basically made for sales and not for customers at all. it completely lacks functionality. 3) if you want to do anything useful (eg charge customer, call customers) they will charge you a minimum of $2k/month. don't think that the basic plan has what you need. Again, I wish I had never signed up.
What problems is the product solving and how is that benefiting you?
I tried to use them to steam line customer communication so that everything is in one place.
A Good Ticket Tool!
What do you like best about the product?
- A friendly UI to interact daily
- A faster and Smooth UI for our tasks to perform
- Mappings and custom implementation of our requirement
- Good customer support which addresses our queries quickly
- A good number of support to integration to various apps
- Effective communications enablement both internally and externally
- Reporting and Analytics features seem to be on par with other known reputed tools which charges twice as this Product.
- A faster and Smooth UI for our tasks to perform
- Mappings and custom implementation of our requirement
- Good customer support which addresses our queries quickly
- A good number of support to integration to various apps
- Effective communications enablement both internally and externally
- Reporting and Analytics features seem to be on par with other known reputed tools which charges twice as this Product.
What do you dislike about the product?
- Fewer times we lose track of important communication which can be improved with slight enhancements to figure out which one to prioritize and address it first.
- Lacks a comprehensive feature for now where this is already available in other tools.
- Customizations can be even better
- Lacks a comprehensive feature for now where this is already available in other tools.
- Customizations can be even better
What problems is the product solving and how is that benefiting you?
Hubspot is making our lives easy by tracking customer queries and concerns more efficiently which enables us to effectively communicate across teams to collaborate and resolve it without impacting our SLAs.
Great for streamlining service departments
What do you like best about the product?
Everything is in the one place - all communications are linked to the contact and the company, so it is easy to find everything related to a certain client.
It integrates well with Wrike so there is the option to sync the two programs together for powerful tracking of projects/deals.
Customer support is always helpful and quick to resong
It integrates well with Wrike so there is the option to sync the two programs together for powerful tracking of projects/deals.
Customer support is always helpful and quick to resong
What do you dislike about the product?
There are a few minor niggling issues that do cause some issues for day to day use - mainly the downloading of attachments (no way to bulk download all), attachment tracking is not 100% clear or easy to use, and large emails become too large to view within tickets, which can slow you down if you are working on something that has had a lot of back and forth with a client. Also, ticket tag limits need to be increased (why is there a limit?) at least increase to 50 or something more logical :)
What problems is the product solving and how is that benefiting you?
All email comms for all departments are linked in the same place. Easy tracking and monitoring of staff performance and volume.
Good and easy use.
What do you like best about the product?
The easy use of it. I use it every day to update our HC.
What do you dislike about the product?
For now, there is nothin I dislike from Hubspot.
What problems is the product solving and how is that benefiting you?
HubSpot helps us to offer our clients a big option for Q&A. It benefits us because of the direct contact with our clients.
Excellent in certain aspects, not adapt for all uses.
What do you like best about the product?
Hubspot in general, It's excellent for certain aspects: Customer Success, Sales/Marketing and CRM. I love the ability to easily create tickets, it's very open as a system, track users' interactions with the website to proactively engage, note taking, easily tag my colleagues, and how everything can be connected to a deal, integrating Zoom and overall managing of pipelines, cross functionally. The Service part helps us to do support in a timely manner and prioritise effectively. Overall, It's mostly intuitive, speedy I have to say and it's nice to access Customer Profiles directly from the enquiry.
What do you dislike about the product?
Reactive Service and tickets functions are sometimes lacking and confusing (at least for our specialised setup). I've experienced CRMs in the past that were better equipped (we used to have Zendesk, whilst expensive, it delivered better for reactive ops/support).
In terms of UI/UX , integration and just overall organisation of work, It's not comfortable and a bit of a nightmare sometimes to workout different inboxes and retracing old Hubspot conversations, different teams at times struggle to work in unison. It's nice to jump from email to case/Customer database, but there is no way to track deals of the user which is our main activity point of collaboration, reducing effectiveness. Simple features such as making a conversation pending are not available on all inboxes. Maybe it wasn't setup properly by admins or maybe not, but overall just hard to find anything and organise collaboratively, apart from your own inbox. We also experience bugs such us conversations that are marked closed, reapper as open, negatively impacting KPIs in the manager's eyes who in the past had to take account of these bugs and spend hours or meetings in 121s retroactively solving. I have to manually constantly check all my open tickets to ensure "Time to close" metric is not too high and flags on our dashboard.
In terms of UI/UX , integration and just overall organisation of work, It's not comfortable and a bit of a nightmare sometimes to workout different inboxes and retracing old Hubspot conversations, different teams at times struggle to work in unison. It's nice to jump from email to case/Customer database, but there is no way to track deals of the user which is our main activity point of collaboration, reducing effectiveness. Simple features such as making a conversation pending are not available on all inboxes. Maybe it wasn't setup properly by admins or maybe not, but overall just hard to find anything and organise collaboratively, apart from your own inbox. We also experience bugs such us conversations that are marked closed, reapper as open, negatively impacting KPIs in the manager's eyes who in the past had to take account of these bugs and spend hours or meetings in 121s retroactively solving. I have to manually constantly check all my open tickets to ensure "Time to close" metric is not too high and flags on our dashboard.
What problems is the product solving and how is that benefiting you?
We used Hubspot for many things which it is excellent at, especially revenue focused tasks (whether it be retention, tracking, performance, generation, leads etc). The service hub specifically is helping us respond to incoming queries, create oubound tickets, divert customer questions in the right places (sometimes this part is tricky with shared inboxes) and perform basic Customer Support within SLAs.
Work Standard
What do you like best about the product?
All in one hub for Emails, live chats and web forms monitoring and responces. Customizatioin on both user views as well as reports allow for great statiticts on all asspects of use and interactions.
What do you dislike about the product?
Some base features are hard-coded and not custimazaby such as the overall UI; it would be nice to have the options to change and adjust these for user assessibility.
What problems is the product solving and how is that benefiting you?
Custom views, filters and reports allow us to quickly find, sort and access data for faster responces as well as to look back and build Help Docs to more quickly solve the same situations in the futre. Reports help us to monitor and access what the team is doing and what areas we can approve on.
Using HubSpot as a CX escalations team member
What do you like best about the product?
The ability to have several pipelines helps organize each team's tasks respectively without clutters and unnecessary information in sight.
HubSpot reporting is also pretty nice with its ability to create a dashboard. This enables me to have a bird's eye view of my performance.
I also like the rerouting ticket to other pipelines feature the most. It makes it easy to move tickets to the pipeline that I don't have access to.
The customer support team also responds fast when I reach out to them.
HubSpot reporting is also pretty nice with its ability to create a dashboard. This enables me to have a bird's eye view of my performance.
I also like the rerouting ticket to other pipelines feature the most. It makes it easy to move tickets to the pipeline that I don't have access to.
The customer support team also responds fast when I reach out to them.
What do you dislike about the product?
Many small glitches make the day-to-day operations ineffective such as auto-enter in HubSpot live chat, being unable to see stickers that clients send via WhatsApp chat, being unable to see the owner of the CSAT received from WhatsApp chats, etc.
What problems is the product solving and how is that benefiting you?
HubSpot helps us in managing our clients' inquiries in an orderly manner using the multiple pipelines and rerouting features. We are able to move tickets from one team to another based on the severity of the issue seamlessly.
It's nice to have everything in one place
What do you like best about the product?
Help Desk puts all tickets from all sources in one place, and it`s intuitive.
Knowledge Base is super easy to set up and so is the Customer Portal.
Snippets and shortcuts to knowledge base articles in the help desk message box are very useful.
Knowledge Base is super easy to set up and so is the Customer Portal.
Snippets and shortcuts to knowledge base articles in the help desk message box are very useful.
What do you dislike about the product?
The number of seats being so limited even if I just want other users to SEE the help desk flow without replying, it is not possible.
Some features on Help Desk are not customizable yet. Automatic views are confusing. Can't filter by companies, owners, and other properties. I believe this will change when it stops being beta.
Sometimes when a ticket is closed and the user replies the email with a follow up question, a new ticket is opened instead of reopening the other one. Sometimes.
The chatbot flow is not intelligent at all when integrated to the Knowledge base. It needs some adjustments to recommend better articles.
Some features on Help Desk are not customizable yet. Automatic views are confusing. Can't filter by companies, owners, and other properties. I believe this will change when it stops being beta.
Sometimes when a ticket is closed and the user replies the email with a follow up question, a new ticket is opened instead of reopening the other one. Sometimes.
The chatbot flow is not intelligent at all when integrated to the Knowledge base. It needs some adjustments to recommend better articles.
What problems is the product solving and how is that benefiting you?
Integrating all conversations and information in one place.
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