Service Hub Enterprise
HubSpotReviews from AWS customer
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It maked my life so much easier
What do you like best about the product?
The consolidated view of tickets & knowledge base, although I use much more the workflows
What do you dislike about the product?
Nothing that I cna think right now, I actually enjoy a lot working with it
What problems is the product solving and how is that benefiting you?
1. Having a platform that creates, edit and manages Service Tickets
2. Management of a Knowledge page that allow me to organice valueble information for customers.
3 easy development of Surveys, now with a workflow internal control
2. Management of a Knowledge page that allow me to organice valueble information for customers.
3 easy development of Surveys, now with a workflow internal control
An easy-to-use organizational tool that helps maintain order.
What do you like best about the product?
Their ticket organization for following up on inquiries, along with their exceptional customer service, helps users maximize the tool's potential.
What do you dislike about the product?
No dislikes; it efficiently gets the job done.
What problems is the product solving and how is that benefiting you?
Tracking the number of customer inquiries.
The Solution we were looking for: Difficult to start with, but amazing in the long run
What do you like best about the product?
It's ability to manage and interact with our wide array of customer service needs
What do you dislike about the product?
It is very difficult to use for new users and would generally require some time for our new hires to get used to
What problems is the product solving and how is that benefiting you?
It's solved our customer service messaging dilemma since we cater to a wide array of customers around the world which also uses different platforms. Hubspot connects to most of them through integrations and this made our jobs easier.
Works really well for our needs. Support is excellent the few times we have needed help
What do you like best about the product?
Its very intuitive and provides a lot of control with automations, escalations, etc. We currently only use the basic bare bones of the product, but its nice to know that as we grow there seems to be a lot of ways to improve scale and monitor metrics. So far, I'm very happy.
What do you dislike about the product?
Sometimes the options are a lot to take in as I prepare to scale our organization, but this is a great problem to have.
What problems is the product solving and how is that benefiting you?
Our ability to track Customer Service and Support support tickets
Making our company more efficient
What do you like best about the product?
Keeping all of our contacts, notes on those contacts, and keeping a log of when we are contacting them is huge. We utilize tasks on a daily basis to welcome new members, trigger a touch to our contacts at designated times throughout their time with our company, and keep that information in one area for all who have access to ensure better communication throughout our teams.
We have gotten creative with reporting, which has given us the opportunity for better communication throughout our company. You're not just presenting numbers in a spreadsheet, but have the ability to show your numbers in various ways.
Our teams have also benefitted from the creation of workflows by automating categories on tickets and automating certain tickets to be closed. I believe our teams have greatly benefitted from us using Hubspot by improving communication within teams and improving customer relationships by being able to put a more personal touch in reachouts with the information that we have in one place.
We have gotten creative with reporting, which has given us the opportunity for better communication throughout our company. You're not just presenting numbers in a spreadsheet, but have the ability to show your numbers in various ways.
Our teams have also benefitted from the creation of workflows by automating categories on tickets and automating certain tickets to be closed. I believe our teams have greatly benefitted from us using Hubspot by improving communication within teams and improving customer relationships by being able to put a more personal touch in reachouts with the information that we have in one place.
What do you dislike about the product?
Being a user, trainer, and admin, I feel there are some misses with Hubspot, starting with implementation. We had many users who were reluctant to use Hubspot. The Hubspot Academy is huge and a bit hard to find the correct video to watch for training was a sticky point. Some of the videos were too long, therefore not being able to pass to our team.
Another issue and this may be our biggest, is the way that tickets will not reopen when ANYBODY replies to them, only the specific person who originally emailed in. This would be a HUGE plus and would ensure that we are not missing any communication within our tickets (we don't use Conversation Inbox), nor having to keep an eye on our closed tickets in a separate view.
We had an issue where our portal was enrolled, with no notice, in the "assign to available users only", but with the way that our portal is set up, we have our teams being assigned via the channel, not the user, so all of our tickets were coming in unassigned. It led to days of re-work and when I chatted with Customer Service, they told me that the issue that we were having was implemented "years ago" (which was not true). A quick call with our Hubspot contact helped to resolve the issue, but a few things here:
1. A notice that big changes are happening within our portal so we can prepare our teams or select to opt-out.
2. Not opt for everyone without letting them know it was happening - a quick email to all customers or admins in the system.
3. Customer service training so they know of big changes within the system to reduce miscommunication.
Final thought, it would be nice to see Hubspot offer templates to non-paid seats or include them at a certain level (Enterprise, or Pro and above).
Another issue and this may be our biggest, is the way that tickets will not reopen when ANYBODY replies to them, only the specific person who originally emailed in. This would be a HUGE plus and would ensure that we are not missing any communication within our tickets (we don't use Conversation Inbox), nor having to keep an eye on our closed tickets in a separate view.
We had an issue where our portal was enrolled, with no notice, in the "assign to available users only", but with the way that our portal is set up, we have our teams being assigned via the channel, not the user, so all of our tickets were coming in unassigned. It led to days of re-work and when I chatted with Customer Service, they told me that the issue that we were having was implemented "years ago" (which was not true). A quick call with our Hubspot contact helped to resolve the issue, but a few things here:
1. A notice that big changes are happening within our portal so we can prepare our teams or select to opt-out.
2. Not opt for everyone without letting them know it was happening - a quick email to all customers or admins in the system.
3. Customer service training so they know of big changes within the system to reduce miscommunication.
Final thought, it would be nice to see Hubspot offer templates to non-paid seats or include them at a certain level (Enterprise, or Pro and above).
What problems is the product solving and how is that benefiting you?
I feel that communication about tickets within our teams is better because we now have everything in one place, to go along with the person sending that email in. It helps everyone on the team be on the same page and improves our NPS scores when we communicate better.
Easy and user friendly
What do you like best about the product?
Able to track history, add notes and and create tasks.
What do you dislike about the product?
No notifications when a customer/client replied.
What problems is the product solving and how is that benefiting you?
New tasks view
Switched to hubspot from zoho and love it
What do you like best about the product?
Easy to use and customize for our purposes
What do you dislike about the product?
Some features like tagging aren't yet available
What problems is the product solving and how is that benefiting you?
Centralized communication tracking. Making cross functional work much easier
Good - Could be Better With More Investment
What do you like best about the product?
Relatively easy to implement and use. Providing a single source of truth for customers. Support is super attentive and quick.
What do you dislike about the product?
No Median Reporting! Mean isn't the best or even helpful for large volumes of tickets and other data. Having Median as a baked in reporting option seems like a miss - its been actively upvoted by other HS users.
The mobile app is clunky for Tickets - almost unusable as a support rep.
The mobile app is clunky for Tickets - almost unusable as a support rep.
What problems is the product solving and how is that benefiting you?
Customer support at scale, and with 360 visibility for CS and other teams.
Hubspot has been a game changer
What do you like best about the product?
We use tickets for our support team. It has been seamless. The set up was easy. The team learned it very well. We create many tickets per day and the entire team has mentioned how easily it was to integrate to their previous method.
What do you dislike about the product?
The only downside is we didn't set up with Ring Central yet. We may do that to make the process even faster.
What problems is the product solving and how is that benefiting you?
It was impossible to track conversations with our clients and support. Now, everything is all in one place and we can see who has called in and received help from support at a monents notice.
Amazing way to understand the customers experience
What do you like best about the product?
The best thing is a variety of options from link survey to email survey, from sentiment rating to NPS survey.
What do you dislike about the product?
Link survey can be improved in a way that it can be more adjustable.
What problems is the product solving and how is that benefiting you?
Understatning customer needs
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