Service Hub Enterprise
HubSpotReviews from AWS customer
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Moved from Zendesk, happy so far.
What do you like best about the product?
I like the split view of active conversations in an inbox (we're on the Help Desk beta) versus the historical tickets which are not only helpful for those of us in the support team, but also our product managers to easily see old ticket data for research.
Pipelines and channels are easy to create and separate out workflows.
The analytics sold me as they are so easy to use and quickly create new reports. I could never get things this easy in Zendesk.
We are a smaller business, but it was very easy to implement and get set up quickly, transitioning away from other software.
The customer team is great and usually has the answer.
Pipelines and channels are easy to create and separate out workflows.
The analytics sold me as they are so easy to use and quickly create new reports. I could never get things this easy in Zendesk.
We are a smaller business, but it was very easy to implement and get set up quickly, transitioning away from other software.
The customer team is great and usually has the answer.
What do you dislike about the product?
Not everything is intuitive so you have to dig around or ask someone how to set up certain automations especially.
There are a quite a few design limitations on the Knowledge Base in comparison to other services.
Certain functionality like merging tickets, or marking as spam has been overlooked at this time (in Help Desk)
There are a quite a few design limitations on the Knowledge Base in comparison to other services.
Certain functionality like merging tickets, or marking as spam has been overlooked at this time (in Help Desk)
What problems is the product solving and how is that benefiting you?
It's what powers all our customer conversations all in one place.
Service Hub is a good integration to Agile Development Process because it helps connect our teams.
What do you like best about the product?
I like that Service Hub offers an easier-to-use version of a ticket board for non-product/development teams. It has been a good tool to teach our Customer Service team about how we use the Agile Development Process by showing them our ticket board system without overwhelming them with our current tool (Jira). I also got to use some of the Feedback tooling, where it was pretty easy to have a dev attach the Feedback link to a button in out software so we could user test a product more easily.
What do you dislike about the product?
It can be a bit confusing or take time to learn when you have the full suite of Hubspot. Our company has Marketing, Sales, Customer Service, and Product all using the tool and it can be dofficult to remember where certain features of Service Hub are located. We also had a few hiccups with permissions, and needing Admin permission to to create a Feedback survey when I'm of the opinion that I shouldn't need Admin level privledges to do so.
What problems is the product solving and how is that benefiting you?
Hubspot offers a lot of tools for our Customer Service team (primarily) to be able to interact with our users however they prefer. They have multiple options to be able to reach out to us and provide feedback or report a problem, in a highly organized way for us that allows us to tend to their needs faster than a more traditional tool like email.
Husbpot is a great place if your company needs organization!
What do you like best about the product?
I enjoy the automation that Hubspot provides so that our Support team does not have to do so many manual tasks. It has been great moving up from using spreadsheets for everything and having to ask colleagues about who to reach out to for what to now having all of our clients in one central area. I love being able to see all communications with folks at once because it really helps us to not annoy our customers.
What do you dislike about the product?
It is slow to update things whic can be confusing
What problems is the product solving and how is that benefiting you?
It is allowing us to grow our support teams to be able to assist more people in a more functional manner. It's clear to everyone on the team who is speaking with who and when and why. It's been nice having all of our customer base be on one central platform and clearly notated with their role - there was some confusion on that prior to our onboarding.
HubSpot Service Pro!
What do you like best about the product?
HubSpot's Service Package stands out as a top-notch solution that seamlessly integrates reporting excellence with unmatched flexibility. Garnering a perfect 5-star rating, this platform has become an indispensable asset for the business, providing a dynamic toolkit to navigate the complexities of software support management.
The reporting capabilities of HubSpot are nothing short of exceptional. Real-time analytics empower me to make informed, data-driven decisions by offering comprehensive insights into customer interactions, team performance, and service efficiency. Customisable dashboards and intuitive visualisations make it easy to monitor key performance indicators tailored to my business goals, ensuring that I stay abreast of critical metrics without drowning in data.
What sets HubSpot apart is its commitment to flexibility. The platform allows for the customisation of workflows, automation, and communication channels, tailoring them to the unique needs of my business. This adaptability extends to seamless integration with other tools and systems, positioning HubSpot as the central hub for all operational-related activities. This interoperability streamlines operations and fosters collaboration across teams.
The user-friendly interface of HubSpot's Service Package is designed with efficiency in mind. Navigating through the platform is intuitive, with a minimal learning curve that ensures users of varying technical expertise can harness their full potential. The interface's thoughtful layout and user-friendly features make onboarding a smooth process.
HubSpot's Service Package is a highly recommended solution for businesses seeking to elevate their service operations. With an impressive blend of reporting prowess and flexibility, the platform not only meets current needs but also adapts and scales with the evolving dynamics of a business. HubSpot has proven to be an invaluable tool for enhancing service management, making it a top choice in the competitive landscape of service platforms.
The reporting capabilities of HubSpot are nothing short of exceptional. Real-time analytics empower me to make informed, data-driven decisions by offering comprehensive insights into customer interactions, team performance, and service efficiency. Customisable dashboards and intuitive visualisations make it easy to monitor key performance indicators tailored to my business goals, ensuring that I stay abreast of critical metrics without drowning in data.
What sets HubSpot apart is its commitment to flexibility. The platform allows for the customisation of workflows, automation, and communication channels, tailoring them to the unique needs of my business. This adaptability extends to seamless integration with other tools and systems, positioning HubSpot as the central hub for all operational-related activities. This interoperability streamlines operations and fosters collaboration across teams.
The user-friendly interface of HubSpot's Service Package is designed with efficiency in mind. Navigating through the platform is intuitive, with a minimal learning curve that ensures users of varying technical expertise can harness their full potential. The interface's thoughtful layout and user-friendly features make onboarding a smooth process.
HubSpot's Service Package is a highly recommended solution for businesses seeking to elevate their service operations. With an impressive blend of reporting prowess and flexibility, the platform not only meets current needs but also adapts and scales with the evolving dynamics of a business. HubSpot has proven to be an invaluable tool for enhancing service management, making it a top choice in the competitive landscape of service platforms.
What do you dislike about the product?
HubSpot's Service Package, while offering notable strengths, falls short in the area of customisation, particularly in inbound and outbound ticket email communication with customers. This limitation has been a source of frustration as the platform does not provide the ability to tailor these emails to align with my brand identity. The default appearance of outbound ticket emails is outdated and fails to reflect the branding aesthetics I aim to convey to my customers.
A significant drawback is the necessity to upgrade to Marketing Pro for the desired customisation features. This unexpected requirement adds an additional cost and complexity to the user experience, as customisation of outbound ticket emails seems like a basic and essential function that should be included in the core service offering.
The inability to personalise outbound ticket emails not only undermines the visual consistency of my brand but also hampers the professional image I strive to maintain in customer interactions. The default appearance lacks modern design elements and feels disconnected from the overall customer experience strategy.
While HubSpot excels in reporting and flexibility, the absence of customisation for outbound ticket emails is a notable downside, impacting the platform's overall usability. This limitation might pose a considerable inconvenience for businesses that prioritise a cohesive and branded customer communication strategy within the service framework.
HubSpot's Service Package falls short in providing essential customisation options for outbound ticket emails, creating a disconnect in brand representation. The necessity to upgrade to Marketing Pro for this basic feature adds an unexpected layer of complexity and cost, detracting from an otherwise promising service offering. Businesses seeking comprehensive customisation features for customer communication may need to evaluate alternative solutions that better align with their branding requirements.
A significant drawback is the necessity to upgrade to Marketing Pro for the desired customisation features. This unexpected requirement adds an additional cost and complexity to the user experience, as customisation of outbound ticket emails seems like a basic and essential function that should be included in the core service offering.
The inability to personalise outbound ticket emails not only undermines the visual consistency of my brand but also hampers the professional image I strive to maintain in customer interactions. The default appearance lacks modern design elements and feels disconnected from the overall customer experience strategy.
While HubSpot excels in reporting and flexibility, the absence of customisation for outbound ticket emails is a notable downside, impacting the platform's overall usability. This limitation might pose a considerable inconvenience for businesses that prioritise a cohesive and branded customer communication strategy within the service framework.
HubSpot's Service Package falls short in providing essential customisation options for outbound ticket emails, creating a disconnect in brand representation. The necessity to upgrade to Marketing Pro for this basic feature adds an unexpected layer of complexity and cost, detracting from an otherwise promising service offering. Businesses seeking comprehensive customisation features for customer communication may need to evaluate alternative solutions that better align with their branding requirements.
What problems is the product solving and how is that benefiting you?
HubSpot Service Hub transforms service management by streamlining operations, enhancing efficiency through automation, and providing customisable workflows. Its robust reporting capabilities offer real-time analytics, empowering businesses with deep customer insights. The platform's flexibility allows us to tailor workflows and integrate seamlessly with other tools, ensuring adaptability to evolving service models. HubSpot's integrated communication channels centralise interactions, fostering collaboration and reducing information silos. The efficient ticketing system addresses challenges in issue resolution, while customer feedback monitoring tools facilitate proactive improvements. Despite limitations in branding customisation, HubSpot Service Hub significantly improves operational efficiency and overall business performance.
Mostly user-friendly
What do you like best about the product?
easy to view and find what you need, looks nice
What do you dislike about the product?
sometimes tickets re-assign themselves, otherwise fine
What problems is the product solving and how is that benefiting you?
track client communications and activity
We couldn't work without Hubspot Service Hub!
What do you like best about the product?
The ease of use is huge! I love how easy it is to provide great support to our customers through the inbox and knowledge center. Hubspot is a huge part of our business and teams across the board, but my team uses it daily!
What do you dislike about the product?
Nothing really comes to mind. Everything is pretty self-explanatory and has the features we're looking for.
What problems is the product solving and how is that benefiting you?
We need a way to provide hands-on email support to our customers and the inbox helps us accomplish this with ease as it ties all of the company information into one place letting us all see what's going at a high-level.
Practical, updates are done instantly but sometimes, it can be slow.
What do you like best about the product?
Instant update and being able to see who did what.
What do you dislike about the product?
Saving can be a little on the slow side.
What problems is the product solving and how is that benefiting you?
Being able to see what everyone is doing on one platform.
HubSpot Service Hub is so easy to use!
What do you like best about the product?
It is so easy to respond and close tickets in HubSpot Service Hub, I love that the tickets are tracked on the customer account. Reporting is MUCH easier with Hubspot reporting templates. Their reporting templates are all that we need. HubSpot Service Hub is great for our needs and love that it integrates with everything we use.
What do you dislike about the product?
I would like the tickets that are waiting on (us/product team/customer) would show in a 'Pending Queue'. I don't like seeing them in inbox.
What problems is the product solving and how is that benefiting you?
HubSpot Service Hub is allowing us to answer calls, texts, and emails in a timely manner and report and track customer issues.
HubSpot Review
What do you like best about the product?
It makes it easy to keep track of multiple lines of communication in one spot.This feature simplifies the task of managing numerous lines of communication by consolidating them in one place. Additionally, it helps in keeping track of all the communication in an organized manner.
What do you dislike about the product?
It can sometimes be a little slow to refresh and is not always reliable in terms of when updates or changes take place because you are not notified ahead of time. Also, I can not stand the two-factor authentication. Sometimes, the refreshing process of the system can be slow, and updates or changes may not occur at the expected time, without prior notification. Additionally, the two-factor authentication is something I can't stand.
What problems is the product solving and how is that benefiting you?
HubSpot Service Hub is allowing our customers to reach customer support quickly and with convenience.HubSpot's Service Hub provides our customers with a quick and convenient way to reach customer support.
very organized and user friendly
What do you like best about the product?
I like most that it is organized and user friendly
What do you dislike about the product?
I don't like how sometimes during chats, it can take 5-10 minutes to see a response from someone. I can see the thumbnail in the preview of the chat on the left hand side but not the actual response.
What problems is the product solving and how is that benefiting you?
They are solving most issues that I bring to them. Especially chats not popping up in a fair amount of time. I can only see the preview on the left section but not in the actual chat.
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