Nutzerbewertungen im Überblick
Über HubSpot Service Hub
HubSpot Service Hub ist eine cloudbasierte Kundenservice-Plattform, die für kleine bis große Unternehmen entwickelt wurde, um Kontakte, Anfragen, Geschäfte, Terminpläne und vieles mehr zu verwalten. Zu den Hauptfunktionen gehören...
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- Branche: Logistik & Lieferkette
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
HubSpot for Customer Success
its a wonderil tool to use as a large enterprise or a small startup
Vorteile
Ticketing, Conversations and CRM. I love how organized everything was and how it can be customized. Snippets and templates make canned responses a breeze for fast respinse yime and high customer satisfaction. integrated RingCentral calling and also being able to use LinkedIn Sales
Nachteile
a little laggy at times. i wish updates could be done at times that wouldnt affect operations but other yhan that its been amazing
- Branche: Bankwesen
- Unternehmensgröße: 501–1.000 Mitarbeiter
- Wöchentlich für 1-5 Monate genutzt
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Quelle der Bewertung
HubSpot Service Hub, a good tool for a high-quality customer support.
Overall, HubSpot Service Hub is a good tool to take care of our clients and keep them. We combine taking charge of their queries and asking what could be improved in our business through the Feedback surveys function. Beyond the small and medium businesses (which once again are the most to use it), more and more big companies are using this product such as BBC, Suziki, or Airstream. So, it is a very promising product to watch. If the required update is done over time, it has the all chances to thrive in the market.
Vorteile
To start, It is important to know what is HubSpot Service Hub. It is an all-in-one software kind of type, that gives companies (mostly small and medium ones) the ability to run good and fast customer service. The ergonomy of the website is well-done giving us good and fluid navigation pleasure. The things that I like the most about this software are :
- The Tickets function transmits all the queries of our customers concerning issues that they may face. Each ticket opened by a customer contains a number, the customer’s name, the date of its emission, the last time that the customer has been replied to, and the priority given to the case rated from low to high. This is to prioritize the cases;
- The Feedback surveys function is a survey tool to enable our customers to rate us by giving their feedback. This helps us to improve our services.
- The one-support inbox ability is a very efficient system when it to comes to gathering all the messages coming from different platforms; it can be from Facebook, Twitter, or emails. It is a message channeling system.
- The automation system is a point that anyone should notice when using this product: From sending surveys to customers automatically once a ticket is closed, to guiding the same customers through the Chatflows function, with chat automation without us having to be online. This automation (like any other one for that matter) needs to be set in advance though.
Nachteile
- The ticket system still needs some improvements. It would be better to add a time tracking, from a ticket being opened till it closed. It would give the sum up of the time used to close a case. This would help us for internal metrics purposes.
- Updates must be done to better optimize the search bar and fix some small bugs.
- Branche: Pharmazeutika
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
Its good CRM but is more suited for Marketing rather than a Service Role
It has some great functions but compared to some other CRM services it is limited and sometimes difficult to navigate
Vorteile
Easy to retrieve all of the information on a customer. Can keep all the records/notes/emails all under one email address.
Nachteile
The ticket system is not designed for high volume. You can't see if another team member is in the ticket. If the customer replies back to an closed to ticket it doesn't reopen so we miss emails unless we are double checking our notifications.
Limited reporting.
Die besten Alternativen zu HubSpot Service Hub
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Reviewing HubSpot Service Hub
HubSpot Service Hub overall is user friendly and makes it easy to organize your calls and tickets..
Vorteile
The ticketing system makes it easy for you to organize and track customer calls, issues, and service requests. Tickets can also easily be assigned, prioritized, and categorized.
Nachteile
I have encountered some emails not being delivered, which has affected my email outreach in the past. I've also had some difficulties with integrating other applications.
- Branche: Marketing & Werbung
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
A great way to manage support tickets!
Overall, once we got past set up, it has really streamlined our support processes! Would recommend.
Vorteile
I love how easy it is to manage tickets. Tickets come in through our website and our support team is automatically notified, the tickets are assigned a team member and populated on a nice workflow so no request falls through the cracks. Roping in team members is easy for behind the scenes communication and the analytics are really cool how they track monthly tickets closed, tickets closed by team members, how long it takes to close tickets on avg, etc.
Nachteile
Set up can really tricky. We had to hire a 3rd party team that met with our team and walked us through set up. With the potential for all the hubspot offers, there is some complexity.
In Betracht gezogene Alternativen
Zendesk SuiteWarum HubSpot Service Hub gewählt wurde
We still use monday.com for task tracking but for service related tickets, hubspot is just much more powerful.Zuvor genutzte Software
monday.comGründe für den Wechsel zu HubSpot Service Hub
Hubspot seemed more powerful and trusted.- Branche: Internet
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
A Great Platform that is Only Getting Better
Outside of streamlining our processes, Hubspot Service Hub saved our peak season within the first year of use. The function of having tickets and having easy to build forms and workflows that create tickets, allowed my sales team to spend less time gathering what information that they thought would be helpful to my service team and gathering the exact info that was actually needed. But that was just the tip of the iceberg of benefits. Tickets allowed all of our customer service inquiries in one easy to navigate place. Requests were not slipping through the cracks because they were coming in from every direction and we could see at a glance where we were with solving each issue. The Knowledge Base feature is a good tool that we look forward to seeing improvements in the future. We have not gotten our feet wet enough on surveys to leave a full thought on it but are planning to dive into those services within the calendar year.
Vorteile
Hubspot Service Hubs allows my team to be on the same page. We can not only see what everyone is working on and assist where needed but the resources available to my team members and therefore to our customers are all in the same space. It makes streamlining business practices much easier than we had experienced in the past.
Nachteile
The software lacks a couple of keys features and the timelines/feeds are not the most efficient presentation as far as finding what you are looking for. For example, if we tag a user in a ticket who is coming into the ticket fresh, we've found that it's difficult for them to get caught up in an easy manner. It takes a little digging. that being said, Hubspot is continuously updating the software on the back end with the items that the Hubspot Community of users upvotes as important to the,m. This has created a trust in Hubspot that these hiccups will be adjusted and the user platform will continue to improve month to month.
- Branche: E-Learning
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Quelle der Bewertung
Great choice for scaling up your Support Teams
I have really appreciated the Customer Support provided by HubSpot; they are quick to find resolutions to problems, and their support team is courteous and friendly. The ease of use of the product, despite some shortcomings, will allow our Support team to automate more and scale up faster and more effectively.
Vorteile
I love how convenient it is to make filters to see your tickets, change the status or update ticket fields, add "Snippets" for responses frequently used, and how easily conversations are looped together without creating duplicate tickets. Even duplicate tickets can be merged together seamlessly!
I also love how easy it was to create and edit a "Contact Us" form, along with creating the workflow for the response email. It really gives us the power to do more with fewer technical skills needed.
Nachteile
I would like for them to improve how companies are added to inbound customers who may not already be in the CRM; it is harder to automate/add to pipelines, as we are a B2B company, and the users of our product are most often not already in the CRM.
I would also love to be able to edit the email content previous to my responses; oftentimes our Client Success Managers will send emails forwarding a request from a customer, and I have to copy the previous email sent to exclude the instructions from the CSM. It takes a little extra time.
The other item I would like to be able to do is to paste small excel tables into the body of an email; I've had to switch to attaching the excel documents or reformatting the content to be in the style of bullets.
Warum HubSpot Service Hub gewählt wurde
Salesforce was limited in its ability to merge duplicate tickets, use shortcuts with variable tags for easy responses, and did not provide any timers (the only one they have is created by an unsupported 3rd party developer) in order to report on Support efficiency. It took forever to update fields, and it was absolutely not scalable.Zuvor genutzte Software
Salesforce Service CloudGründe für den Wechsel zu HubSpot Service Hub
We chose HubSpot for the features available that Zendesk and Jira did not provide. Jira especially was convoluted and not easily set up; I felt like I needed a skilled developer in order to set up Jira to its fullest capacity, and I have not felt that way with HubSpot for sure!- Branche: Computer-Software
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
Great all-round experience and easy to use
The key business driver for this project was to not have to expand the CS team with business growth, instead making them more efficient and able to manage a greater amount of inbound enquiries. This was achieved.
Vorteile
It easily integrates with many other products. It can also be used across many teams/departments so passing leads etc can flow right though the business. It was easy to integrate and migrate current data, creating pipelines for new and existing deals. Customer support is helpful, so usually resolves any technical issues we have. The interface is very user-friendly, so even the computer-illiterate users within our business find it easy to use.
Nachteile
Auto-assigning based on current load is not present, so assigns tickets to users who already have a high workload instead of a user who can accept more. This is perhaps the biggest time saver but is needing to be done manually at the moment.
Gründe für den Wechsel zu HubSpot Service Hub
Price and integrations offered more flexibility
- Branche: Marketing & Werbung
- Unternehmensgröße: 51–200 Mitarbeiter
- Monatlich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Great support tools for small to mid-market companies
Service Hub has been fantastic as a ticketing, customer feedback and chat tool. The integration with the rest of HubSpot ensures that I have the latest data on my customers when they are communicating with us.
Vorteile
Ease of use. Cost. Setup time is quick. The integration with the rest of HubSpot is one of it's biggest values. Many of the functions in Service Hub also mirror other functionality in HubSpot, so Ididn't have to learn how to use a separate suite of tools.
Nachteile
Inability for customers to view all of their outstanding tickets. I'd like to offer the same system that Hubspot uses to my clients with a support inbox of sorts.
In Betracht gezogene Alternativen
Zendesk SuiteGründe für den Wechsel zu HubSpot Service Hub
Integration with the rest of HubSpot. Ease of use. Cost. Automation features.- Branche: Sport
- Unternehmensgröße: 11–50 Mitarbeiter
- Wöchentlich für 6-12 Monate genutzt
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Quelle der Bewertung
Great software
Great experience and hard to find any faults as the features continued to be improved over time
Vorteile
It’s a great continuation of marketing/sales hub and provides a central place for cross team customer management and a central contact record.
The knowledge base and ticketing/pipeline feature also provides and easy way for customers to self answer or find the help they need
Nachteile
There aren’t many downsides to the software. It might have some limits compared to a dedicated service tool but the fact it’s part of the hubspot suite makes up for it
In Betracht gezogene Alternativen
Zendesk SuiteGründe für den Wechsel zu HubSpot Service Hub
Better price and integration with other tools- Branche: Finanzdienstleistungen
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
Good, but prefer more value
The customer service was a bit confused at rimes and got more of the big company feel rather than the we respond quickly and actually care feeling that I get from current provider.
Vorteile
The integrations of Hubspot are unmatched, big reason the charge big is those ecosystem integrations.
Nachteile
The simplicity/interface is nothing special to me. Pretty standard UI/UX. The cost for what you get is discouraging to me. It becomes quite expensive once you are off start up plan.
In Betracht gezogene Alternativen
Zendesk SuiteGründe für den Wechsel zu HubSpot Service Hub
Seemed cleaner and easier to use, but became too expensive and started shopping for new option in Freshdesk.- Branche: Sport
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
Hubspot Service Review
The service team is fast to respond and there are multiple way to contact them - live chat, phone, email, call back etc.
Vorteile
The live chat is helpful when you have a quick question, and they are very quick to respond! There is also a large knowledge base of articles to access in order to answer common questions. You can also track previous support tickets so you don't lose your conversation.
Nachteile
Sometimes the live chat agents have a hard time understand my issue - usually this is only when there is a technical bug going on.
- Branche: Immobilien
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
Works great!
Great, it works a lot fast that many other CRM systems I have used in the past, and I rarely see issues that cause a delay in my daily work or task completion.
Vorteile
Integration took some time when our team transferred over, but it was fairly easy to learn and get back in the daily groove of business. Easy to manage daily tasks and communications.
Nachteile
There are some features that could be better and the training, while there's a lot of content, isn't very intuitive.
- Branche: Maschinenbau oder Wirtschaftsingenieurwesen
- Unternehmensgröße: 11–50 Mitarbeiter
- Wöchentlich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Easy to use knowledge base tool
Vorteile
Simple to build and organize, standardized formatting for articles, built in relevant-article curator, great that its connected to everything else we do in HubSpot
Nachteile
Would like more options for customizing the design of the knowledge base home page. Would also like to be able to use a table of contents features with anchors so that articles can be longer but easily navigated via these links and anchors.
- Branche: Computer-Software
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Quelle der Bewertung
HubSpot Service Hub Review
So far so good, the majority of my work is done on the ticket section of this platform and sometimes can be confused by the amount of different ways to respond to tickets (e.g. inbox, tickets, chatbot, form etc.)
Vorteile
I like how it centralises everything that our business uses all on one platform.
Nachteile
The same answer as pro, sometimes its beneficial to have everything on one platform, but other times it can muddy the waters and specific things can be hard to find.
- Branche: Verbraucherdienste
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Great solution for handling customer service tickets
It has been a great experience and has worked really well with out team processes.
Vorteile
We use live chat on our site and I love how it is integrated with the ticketing system so that those chats can be converted into tickets when necessary. We also love that we can use Slack to chat live instead of having to use the HubSpot interface.
Nachteile
It is a little cumbersome, but that is only because there are so many features and functionality. The free plan offers a ton, but once you need those extras, it gets pricy pretty quickly.
In Betracht gezogene Alternativen
FreshdeskWarum HubSpot Service Hub gewählt wurde
Help Scout was not meeting our needs.- Branche: Zeitung
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
A worthwhile choice.
Satisfactory.
Vorteile
Hubspot is easy to use and has a robust support/helpdesk - always ready and happy to help with any queries.
Nachteile
Pricing. Hubspot is not the most affordable option out there.
In Betracht gezogene Alternativen
Zoho CRMWarum HubSpot Service Hub gewählt wurde
Costs.Zuvor genutzte Software
Zoho CRMGründe für den Wechsel zu HubSpot Service Hub
Wide variety of features for my teammates.- Branche: Internet
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Fosters collaboration and productivity
The experience has been incredible and the features are exceptional
Vorteile
HubSpot is very essential and critical to our team’s success, we use HubSpot as a CRM, knowledge base, and for easily facilitating collaboration and projects across teams
Nachteile
Pricing can be expensive when compared to the competition
- Branche: Elektrische/elektronische Fertigung
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
Outstanding Product with High Quality
It's been a very helpful experience. HubSpot definitely makes my daily duties more organized and self sufficient.
Vorteile
Overall my experience has been great. It helps to visualize the many steps we have within our company which makes it easier to proceed with certain duties in a more organized at a efficient pace.
Nachteile
I really can't say anything negative about this CRM at all. It has been very helpful and organizing. If they could do something a little better it could be include more user-friendly training videos.
- Branche: Bau
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
I couldn't live without it!
The knowledge base has been a very valuable tool for our group. We've been able to drastically cut down on customer support requests as a result of the knowledge base. In the same vein, the feedback tool allows us to keep a pulse on our customer base. Lastly, the tickets portion is very user friendly and has allowed us to be more data driven when it comes to support strategy.
Vorteile
I love having everything in one place - tickets, surveys, and our product's knowledge base. All of the information is easy to review and report on. On top of that, it's easy to customize various parts of the Service Hub to fit your needs. The overall ease of use is what sets Service Hub apart for me.
Nachteile
There could be some improvements around reporting. However, there have been several made over the past year so I expect many of this shortcomings to soon be resolved.
- Branche: Computer-Software
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
The best customer service for your digital transformation
Excellent, easy to use, fast deployment, affordable for any size of companies. Companies who are considering an upgrade to its customer service processes or need an agile digital transformation, needs Service Hub.
Vorteile
Easy to deploy, administer, use. In one month, most of the customer service cases are in production. Migration and integration with other platforms are also very easy and in record time. A new generation of SaaS.
Nachteile
It is design to work with Marketing Hub and/or Sales Hub. If you need to integrate to other software, it may require the development of a middleware to migrate data (KB).
- Branche: Gesundheit, Wellness & Fitness
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
Improvement over most
Vorteile
Enjoyed how easy it is to have a full synergy across service and other parts of the hubspot platform
Nachteile
Not everything is as straightforward as it would seem or requires more steps than expected

- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Feature rich service tool for product company
The overall experience is very nice and effective for the team.
Vorteile
Knowledge management is the feature I like most, and how easy to connect it with chat and use it for customer benefit.
Nachteile
Nothing. It has all the features required to fulfil the requirement of the service team and product team.
- Branche: E-Learning
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
My right hand- Hubspot
As I said before, HubSpot tool it’s a complete one. It helped me to create an entire Knowledge base with the possibility to set the access for it, eather private or public.
The chat box it’s very used by our company, it helps to get in touch with our clients or the potential ones.
The customer team from Hubspot it’d very prepared with answers and very kind :)!
Vorteile
The user interface and user experience are great.
It’s very easy to use this tool, as well it’s a complete one which gives the possibility to the user to achieve their goals by using it.
Nachteile
I can’t say that’s something I don’t like at HubSpot tool.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Customer Relationship Management
We use HubSpot as our CRM and it has been very effective tool.
Vorteile
- Contacts and companies filters
- Dashboards
- Workflows
- Calls
Nachteile
- Project Templates - I think it should be an option to see or turn on project templates created by HubSpot Team. This makes it kinda time consume to look for templates when I am not sure who created the template in my team.