HubSpot Service Hub

Vorteile

Using HubSpot's Service Hub is simple and straightforward. Numerous FAQ-answering video guides are available. These undoubtedly cut down on the amount of time spent communicating with support staff. However, the help desk is top-notch and always available. They're better than I could have hoped for.

Nachteile

As the size of your team grows, you'll need to buy more seats to keep everyone on the same platform. It would be fantastic if purchasing the platform didn't restrict you to a specific amount of seats.

Vorteile

I love using ServiceHub to support my clients because it allows us to see the service at all levels: grainy and in the weeds as we work on each ticket for the client, then also at high altitude. 30,000 feet as we collect reports of the overall support experience. Of our customers. Additional features like feedback surveys are essential for measuring business success. I use Hubspot to manage requests and communicate via chatbots and I am very impressed with the platform. The interface is intuitive and user-friendly, making it easy to navigate and get things done quickly.

Nachteile

Frustrated when there is only one ticket holder or it is difficult to assign collaborators. Sometimes some people have to work on several projects and it is difficult to know who is doing what.

Vorteile

With this product, we have it easy when connecting with our customers.
It makes it easy for customer find service service materials and this saves time.
The good relationship with our customers is good for our business.

Nachteile

All features of HubSpot Service Hub are helpful. No issues at all.

Vorteile

Integrated with Sales Hub and Marketing Hub, one stop solution for both pre-sales and post-sales.

Nachteile

Poor UX for support ticketing, lacking in core functionality, behind the curve on AI capabilities.

Vorteile

What I like the most about HubSpot Service Hub is that all client communications are located in one spot under the contact or company name. It could be email, text, call and it all is recording and between multiple different people (co workers) not just including all your communications. It makes it easy to see what has already been talked about, etc..

Nachteile

My least favorite thing about HubSpot Service Hub is it can be pricey and the templates can be confusing when setting up.

Vorteile

I find it helpful that we have dashboards to track the outcomes of our efforts, both individually and collectively. Integration inside an organization is facilitated by the system's compatibility with other programs.

Nachteile

It can be time-consuming for Hubspot data to be imported into other programs. There are several nice to use dashboards, but they can be slow to load.

Vorteile

HubSpot Service Hub is very easy to use and doesn't take a long time to grasp. All members of the team can use it no matter of technical knowledge.

Nachteile

It would be good to see more features brought to it such as allowing users to raise a ticket themselves straight in to Service Pipelines.. and then being able to have tracked email conversations with the user, through HubSpot, via the Ticket itself. This would keep it all under one place and not require us to use our email software separately and then update our tickets manually.

Vorteile

It covers all my needs to support my clients communications

Nachteile

Not so straight forward to set up but once you get it, it works great.

Vorteile

Hubspot works very well. I use it at work daily

Nachteile

I don't have any real complaints accept the layout could be more pleasing to the eye, better colours maybe.

Vorteile

We have used this product as a CRM and comes with amazing features and capabilities.
It is affordable, easily customizable and very helpful thanks to multiple features.

Nachteile

No negative issues with HubSpot Service Hub

Vorteile

Hubspot Service Hub has allowed our small team to stay organized and give our users as much support as possible without always being available to help in person within a few minutes. The knowledge base setup is super easy, appealing for our users, and customizable.

Nachteile

Hubspot definitely isn't the cheapest option when you weigh all the platforms out there, but you definitely have to weigh ease of use, centralizing everything you need to do for your business and level of customer service.

In Betracht gezogene Alternativen

Warum HubSpot Service Hub gewählt wurde

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Vorteile

The ease of setup was the best thing about it, and given that it integrated seamlessly with our preexisting HubSpot apps, it was a no-brainer. It allowed us to continue using HubSpot and expand our view of our customer interactions to include support tickets.

The aspect we have made the most use of by far is the Knowledge Base functionality. This is easy to use, clear and customisable. The recent updates to the template editor are welcome and allow us to make our help centre our own. The insights we get on the helpfulness of articles is also useful to see where refinements can be made and where we are lacking.

Nachteile

The ticketing functionality is extremely limited and counter-intuitive to use. You get the sense that the functionality has been half-built and rushed out. For example, you cannot use HubSpot forms to populate custom Ticket properties, which renders them almost useless as a means of collecting information about the customer's problem. The UI for ticketing should have its own 'look', as they are basically indistinguishable from contacts, making it quite difficult to read simple information, like ticket status and description.

Vorteile

The Service Hub is easy to set up. We've helped a lot of customers self service with the Knowlege Base and have prepped our customer service team to accept tickets for support for this upcoming season so we're really looking forward to using the data collected as part of that process. The Service Hub is still a relatively new feature so we're looking forward to added functionality that we've requested. Hubspot makes it easy to submit feedback and are pretty great about responding to requests for support.

Nachteile

Chat feature needs quite a bit more work to function the way we want. Keywords are needed for the Knowledge Base for those of us with multiple products and industry language.

Vorteile

One of the standout features of HubSpot Service Hub is its ticketing system. The ticketing system allows businesses to efficiently manage customer inquiries and support requests. It provides a centralized platform where customer tickets can be created, assigned, and tracked throughout their lifecycle. This feature enables teams to streamline their support processes, ensuring that no customer issue goes unnoticed or unresolved.

Nachteile

One area where HubSpot Service Hub could benefit from improvement is its integration options. While it does offer integration with popular CRM systems and other HubSpot tools, there is room for expansion to cover a wider range of third-party applications. Increasing the number of integrations would allow businesses to connect Service Hub with their existing tech stack seamlessly.

Vorteile

I really like how you can check the statistics. It helps when looking and analysing growth. The graphs are really easy to understand too. It also has an AI feature.

Nachteile

It's quite expensive if you want to have more features.

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

Warum HubSpot Service Hub gewählt wurde

Zuvor genutzte Software

Gründe für den Wechsel zu HubSpot Service Hub

Vorteile

I use this software daily and the most part of my job i am using the service hub. This mainly consists of the use of tickets that enable team members to have a solid view of the workload as well as the general outer team can see. I like most about this software that every move can be held accountable, someone is responsible for everything that goes in there and it makes everyone work as a team.

Nachteile

Some more automation would be good, i guess it is somewhat hard given the details it pulls. But when it automatically pulls information that you know you have changed, this can sometimes be very frustrating and also can cause contacts/ companies to associate more 10,000 engagements very fast and overfill the CRM very fast.

Vorteile

Being able to use the live chat is absolutely amazing. Makes it quick for our customers to get in touch with us and help them with any need they have.

Nachteile

Nothing at this time. Works great and as intended.

Vorteile

The ticketing system and real time access to customers so that they can check the status of their ticket and even inquired about the progress is very helpful to keep customers happy.Not only that, but creating customized customer surveys really helps improve services.

Nachteile

Everything is really great and helpful in service hub, won't change a thing

Vorteile

- Integrating with the website is easy and done simple steps. You don't need any technical background to do that.

- Setting up the knowledge base with articles and documentation is a simple process. Creating categories and subcategories is easy.

- If you have used the CRM, Marketing modules in Hubspot, you are quite familiar with the tickets. Some of the features have gotten better and improved.

Nachteile

Hubspot has much to learn from the established players in the game such as Zendesk. They lack much on the automation and since Hubspot is a preferred solution in Europe, they should have multiple language support on the knowledgebase. They should also add a smarter layout to the conversations (inbox) to not to seem as cluttered as it is now. More features are needed on the allocation of agents and have more integrations with third-party.

Vorteile

Some of the services we really love! For example, the templates and sequences raise productivity and automate everything for you! Conversations and chats have been a huge hit on our website and people seem to love connecting this way. Also, the ability to set up meetings through Hubspot has made the process quicker and easier.

Nachteile

We did not enjoy the team inbox- it was confusing and we were unable to define who was actually responsible for the mails or had multiple people answering emails for the same contact. We also found the calling feature to have some issues, as it didn't work correctly with our office phones that required extensions.

Vorteile

Knowledge Base:
The fact that I can manage my knowledge articles and chat support in one product is fantastic. The new editor for the look and feel of the overall design of the knowledge base is a huge upgrade since the last one! I also really like the reporting so far, it gives the support team a lot of insight into what is working and what is not. The new editor helps you to make super professional-looking articles.

Nachteile

I think one thing that would have been helpful is to be able to gate the knowledge base based on logins from our own platform, but other than that it was super easy to setup.

Vorteile

It's easy to use and intuitive, much like the other Hubspot software modules. It's clean, simple, and the new beta templates are great. I love the drag and drop features as well as the categorical organization.

Nachteile

The simplicity has some cons - the editing tools aren't as robust as other Hubspot software, but there are new features being added like anchor capabilities and callouts, so that's been helpful!
I hope it continues to expand in its capabilities to be as robust as other knowledge base tools on the market!

Vorteile

It's really easy and fast to create new knowledge base articles and get them live. It's also very easy to keep everything organized and Hubspot is always adding new ways to make the knowledge base look better from a user viewpoint.

Nachteile

The URLs that are auto-created based on the title of the article almost always need to be adjusted.

Vorteile

HubSpot's Service Hub's strength is that it integrates directly with everything else HubSpot does. That makes it easy to keep track of tickets/issues in association with specific contacts/companies/deals.

Nachteile

The Service Hub is clunky and does its job less well, and for more money, than other standalone products that perform the same function.

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Vorteile

Giving customers the best treatment takes the best part of the journey. The dashboard is flexible to changes and easy to manage. HubSpot Service Hub has a free sign up plan which is key to ensuring an informed decision. Through live chat, we have realized a commendable rise in customers since the tool helps in converting leads to clients. Best there is.

Nachteile

No cons at all. Their services are great and it is free which is absolutely amazing.

Vorteile

- Ticket management -> Being able to assign tickets to random support owners is awesome- Pipeline management -> The hability to create deals inside different pipelines according to diferent actions and needs- Inbox management -> Managing multiple inboxes per country- Workflows between all the objects (Tickets, deals, contacts, companies)

Nachteile

- Pay per seat instead of pay per team. As we get more and more members, it can be a bit pricy

Vorteile

È una piattaforma molto completa per la gestione dei contatti dei clienti, sopratutto per l'assistenza, che puoi gestire e smistare ai diversi segmenti. La componente di automazione dei processi, è un grande aiuto per i compiti ripetitivi, per non perdersi contatti e gestire i contatti in maniera tempestiva.

Nachteile

Trovo che la piattaforma in generale sia poco intuitiva e complessa da imparare, richiede un po' di tempo di formazione perché non è immediata. È una nota che faccio anche agli altri prodotti HubSpot che ho utilizzato.

Vorteile

I like that it is customizable for your needs. For me, i like to organize my clients based on industry and hubspot makes that easy.

Nachteile

The only con I can think of for Hubspot would be that the tasks can be hard to find if you don’t know where to look since they aren’t searchable.

Vorteile

Easy to use, I like that you can alert yourself for reminders and that you can assign chats/emails .

Nachteile

I dislike that the app is not as user friendly as the site.I would use the app if it was set up better and more similar to the site.

Vorteile

Es un Aplicativo perfecto para cualquier empresa, aportando agilidad y calidad a los procesos CRM que se ejecutan de una forma fluida e intuitiva.

Nachteile

Podría mejorar en su herramienta de informes, con el fin de generar un flujo de trabajo más fluido en este punto.

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

Vorteile

- easy to set up
- easy to use
- easy to implement
- easy to edit / add users

Nachteile

the only con is that it would be great to enable a form before connecting the user to a sales rep

Vorteile

Easy to use, great synergies with the rest of the HubSpot ecosystem, customer friendly

Nachteile

Anything that I thought could be improved has been improved and keeps getting better

Vorteile

Je suis partisan de HS. Je l'ai utilisé dans deux sociétés différentes et de deux façons différentes. Pour moi, l'outil est complet et permet une gestion optimale du support client.

Nachteile

HS propose paradoxalement trop de fonctionnalités au détriment d'une certaine simplicité.

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.

Vorteile

great software for organization and reserving spaces.

Nachteile

doesn't have enough flexibility. This is a hinderance to business

Vorteile

I was only a user with this software but it was easy to use.

Nachteile

I did not ever get to be an admin with this

Vorteile

Really easy to use and start operating as a small business was super helpful.

Nachteile

When you need additional features its going to cost you.

Vorteile

Ha generamo mejoras en el flujo de trabajo me encanto.

Nachteile

su base de datos es algo compleja de igual manera uno se acostumbra.

Vorteile

Es un software muy completo un CRM con la información, agilidad y calidad para cualquier empresa

Nachteile

Me gustaría que los informes pudieran ser más al estilo de office, de modo que los podamos personalizar de acuerdo sea el caos

Vorteile

It is a comprehensive software, ranging from customer service to CRM. It also automates tasks, making the work group's time more productive.

Nachteile

The cost is limiting for small companies and the time it takes for a company to adapt to its use is not fast, unless it has personnel with experience in its use.

Vorteile

If you're looking for a way to connect with customers and exceed their expectations, look no further than this amazing customer service platform. With a suite of tools designed to help you build organization and efficiency in your customer service team, you'll be able to streamline your workflows and respond to customers faster and more effectively

Nachteile

The initial stage of launching this product can be quite challenging and confusing. I had to watch several videos to gain a proper understanding of how to operate it effectively. Although customer support was available, connecting with them was somewhat difficult. However, once I figured out how to set up each account, managing my clients became a breeze.

Vorteile

Hubspot Service Hub has been instrumental in order to fulfill growth business needs

Nachteile

Native support to integrate with Development Tools would be great, we've already accomplish these with third-party apps

In Betracht gezogene Alternativen

Vorteile

I like that it is connected with the CRM (which we use for sales and martketing). This is the main reason why we looked into it in the first place.

Nachteile

The Customer Portal that my customers see is very poor quality compared to similar tools. The interface is not customizable at all. You cannot even let the customer see in the overview of the tickets who is servicing his/her requests. I have found multiple bugs and I was told "We know. We do not have a timeline to fix this". Customers cannot even embed a picture in a message. The list could go on and on.

In Betracht gezogene Alternativen

Gründe für den Wechsel zu HubSpot Service Hub

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.

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.

In Betracht gezogene Alternativen

Warum HubSpot Service Hub gewählt wurde

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Gründe für den Wechsel zu HubSpot Service Hub

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.

Vorteile

The ticketing side of HubSpot Service Hub is very flexible conveniently and seamlessly integrated with the HubSpot CRM. The line is blurred between ticket and conversation, which makes interactions with leads and customers more human (HubSpot's whole mission, essentially). There are good integrations with Calendly (new!), Appcues, Gmail, etc. plus the native features such as tracking knowledge base views, opens and clicks on emails, logging calls, etc. that make HubSpot a central record of all customer interaction and give us visibility on the whole journey. Associating a ticket with a CRM record (contact, company, deal) is easy and extremely flexible (unlike a help desk tool I've used before): in HubSpot there doesn't have to be an exact 1:1 relationship between all those things. We can just associate whatever message with whatever record it is actually associated with (helpful for cases like consultants who use our software themselves but also help out with other users' accounts). Plus, a couple other details: 1. being able to respond to live chat in Slack is great; ultimately, you need to view the customer/lead details in HubSpot anyway, but it's good to be able to send a quick, "Hi there, let me look into that for you!" even when I'm not on the chat page in HubSpot yet; 2. the "board" view vs. the "table" view for tickets is great to visualize the pipeline. Overall, I am pleased so far, and HubSpot shows a desire to improve this tool further.

Nachteile

The radical flexibility and pulling all information about the customer together can get overwhelming and clutter up the screen. Luckily, you can filter out whatever you don't want to see very easily, but it's hard to know what to filter out if you're not looking at all of it to begin with. The knowledge base is not nearly as flexible as the other parts of the tool, e.g. you can't have multiple knowledge bases, and there is very little ability to customize the look/feel (although they are improving this part). Some other things that are strangely inflexible: the support/ticket form (we opted to use a marketing form instead and build a workflow to trigger a ticket, at our HubSpot account manager's recommendation!); and teams (agents can only be on one team and can only view tickets for their own 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.