Service Hub Enterprise
HubSpotReviews from AWS customer
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Seemless ticket handling in a few clicks
What do you like best about the product?
Using HubSpot made it easier for us to handle cases coming from multiple sources. Its various features from seemless ticket property management to customer survey forms made it much more convenient for us to handle client requests and issues - thus allowing us to know where our attention should be at. It's also well integrated with our email system so that's a huge bonus! Lastly, since I use this platform on a daily basis, I don't feel overwhelmed with the UI itself. It's well balanced and the implementation of the tabs, search functions, and filters are well thought of.
What do you dislike about the product?
The only thing that I don't like is the merging feature of HubSpot. I don't like how it simply removes the existence of a standalone ticket and just paste the contents in the new parent ticket. I experienced merging multiple tickets since they had the same issue but the content was just too much since I had to scroll over so many times to find what I need. I wish they could let us preview the thread prior to the merge.
What problems is the product solving and how is that benefiting you?
HubSpot allows our organization to get a birds eye view of all related issues raised by our clients. It makes it much easier to track which issues should be prioritize. It helps us re-track those emails especially knowing that our individual inboxes may have other concerns from other individuals as well (not support related mostly).
10/10 recommend HubSpot for both complex and simple operations
What do you like best about the product?
The HubSpot UI is so easy to build in. If you imagine a workflow, business process, or checkpoint that you want to implement, you can typically find a way to implement it in 99% of cases. Most CRM's are customisable, but HubSpot's is so simple to configure which saves me a ton of time (and money).
I like that I dont have to purchase a Support seat for each member of my team, yet they can still access and work within Tickets.
Creating different pipelines for different use cases is great.
Setting up a team and applying blanket settings (such as signatures, etc) is great as most of my team are not tech savvy. Just another headache that i can avoid.
Using the knowledge hub + webchat feature is also great as abotu 25% of our chats are resolved by the bot (tied to the knowledge hub) and available as an interaction on a contact timeline.
The ease of integrations with so many platforms makes integrations easy for those with little to no dev knowledge.
Support team is always quick to help!
I like that I dont have to purchase a Support seat for each member of my team, yet they can still access and work within Tickets.
Creating different pipelines for different use cases is great.
Setting up a team and applying blanket settings (such as signatures, etc) is great as most of my team are not tech savvy. Just another headache that i can avoid.
Using the knowledge hub + webchat feature is also great as abotu 25% of our chats are resolved by the bot (tied to the knowledge hub) and available as an interaction on a contact timeline.
The ease of integrations with so many platforms makes integrations easy for those with little to no dev knowledge.
Support team is always quick to help!
What do you dislike about the product?
I can't access the meeting time field in order to trigger appointment reminder SMS. This seems to be a long standing crowd favourite to talk about on the HubSpot threads. While setting up a reminder email works, setting up a flow for SMS in a HubSpot native workflow is unavailable. I've got a workaround, but really odd that you can't access the meeting time field.
What problems is the product solving and how is that benefiting you?
Handover of information from Marketing to Sales to Operations is saving so much time for us. Previously, information had to be shared in emails but not it's all available on Contact and Company records so my team now have the customer history and information they need.
Very pleasurable and easy.
What do you like best about the product?
The fact that I'm talking to real people
What do you dislike about the product?
Nothing really it does its job and it is easy to use.
What problems is the product solving and how is that benefiting you?
They help me solve things with marketing as well as customer support
Very easy to use!
What do you like best about the product?
Emails, all in one place to manage deals sales and leads.
What do you dislike about the product?
Sometimes it takes long to download however this happens on occasions only.
What problems is the product solving and how is that benefiting you?
At times they have outages but they usually fix it in short times.
Service Hub provides an intuitive Knowledge Base
What do you like best about the product?
As a Product Manager, my main interactions with Service Hub is through managing my product's knowledge base. Service Hub provides me with an intuitive, yet powerful , means of adding to and updating my customer facing content. I especially appreciate the AI writing assistant. This allows me to convert bullet points into more formal paragraphs in just a few clicks.
What do you dislike about the product?
The Knowledge Base edit is simple to use... but it would be nice if it had more options.
What problems is the product solving and how is that benefiting you?
Service Hub is allowing us to automate the support process for our customers. Service Hub provides our customers with a single place to connect with us and our knowledge base. When customers need to reach us a ticket is auto-routed to Jira and Slack (which is how we work internally). Hubspot provides us with tools we didn't have while not having to change our existing processes.
Robust solution but might be too complicated
What do you like best about the product?
With a proper setup it is very powerful with lots of features and customizations
What do you dislike about the product?
It takes time to lear and sometimes I feel like its too complicated
What problems is the product solving and how is that benefiting you?
Service Hub assists in collecting customer insights, monitoring engagements, and providing service encounters to encourage repeat business. Strengthen your customer connections and cultivate a dedicated client base to propel your business growth.
Easy to keep information in one place!
What do you like best about the product?
I love the ease of use, and the ability to craft my data the way I need to. I love being able to see all my customer information in a clean, easy to read environment.
What do you dislike about the product?
One thing I would love is to be able to customize the windows / view.
What problems is the product solving and how is that benefiting you?
Communication with customers is easy and up to date.
New(er) User
What do you like best about the product?
You can have all of the contact related information in one place. You can associate other contacts, merge contacts/tickets together, make ntoes and send emails, among many other very helpful and efficient features. One of my favourite is being able to log emails to Hubspot so everything is tracked for the specific client you are working with. Definitely a wonderful platform to keep everything organized!
What do you dislike about the product?
So far, I haven't come across many dislikes. It makes my job easier!
What problems is the product solving and how is that benefiting you?
Some of the business problems is an overload of client information that can be easily lost. This platform allows for it all to be contained in one space, under the specific client.
Good experience
What do you like best about the product?
It's quite user-friendly and you're able to track every communication
What do you dislike about the product?
I've used it for a long time and still nothing comes to mind
What problems is the product solving and how is that benefiting you?
Automatical communication, customer emailing & calling
Decent service+crm for a start up
What do you like best about the product?
The service hub works really well for our system in keeping us organized, allowing us to be flexible and make changes, and easily view most/al informtion at once. I appreciate all the property customization and status flows, as well as the ability to keep thorough records of communication. It's helpful to set requirements so we can't get things lost or confused in service processes.
What do you dislike about the product?
Some things that prevent more efficient use is the limitation in use of email templates to certain team members, the new tags feature isn't really as flexible as I'd want, I wish it were easier to ensure communication to an email thread outside of hubspot were captured. Viewing attachments is annoying if it's download or opens up so many new windows. It's also very limited info you can pull from a ticket to use in forms or automated emails etc which is very annoying. There is a lot that still needs manual entry.
What problems is the product solving and how is that benefiting you?
Hubspot's service hub provides an actual way for our start up to track service requests and issues that our clients face. We can export all the data to review and run analysis which is helpful. Note that the provided reports and dashboards feature does not well suit tickets.
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