HubSpot Service Hub

Best Service Hub to use

Vantagens:

- 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)

Desvantagens:

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

Hubspot Service Hub

Comentários: Overall, Service Hub has been a pleasantly surprising experience.

Vantagens:

We were already using the CRM features of Hubspot and liked the idea of combining with our service desk. We automatically create tickets from chats, which makes dropping the ball on tickets harder to do. The knowledge base is flexible, and the layout templates allowed us to get on-brand.

Desvantagens:

I'd love to see an OAuth option in the future to put our knowledge base behind a login.

Alternativas consideradas anteriormente: Jira, Drift e Intercom

Razões para escolher o HubSpot Service Hub: Integration with our Hubspot CRM.

Software anterior: Drift

Razões para mudar para o HubSpot Service Hub: Single platform for sales and service teams. Enjoyed the look and feel of the knowledge base more. The quick insights seemed to be spot on to how we want to measure Knowledge Base success.

Hubspot review

Comentários: it was used to reserve spots and spaces, and it did the job. However, it would not allow any exceptions, and it prevented me from using it.

Vantagens:

great software for organization and reserving spaces.

Desvantagens:

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

Easy to keep track of issues, create surveys, automations

Comentários: I've been working with Hubspot along with the rest of my team for 4 months and it's only getting better. There is a LOT to explore and it's so easy to have everything working together.

Vantagens:

Working with hubspot has made managing our customers much more easy. I have the ability to create surveys and see which users a replying, create automated messages, tag team members in tickets and more.

Desvantagens:

The ticketing feature is not as advanced as other services but it makes it easy when all contacts are in the hubspot CRM

Alternativas consideradas anteriormente: SugarCRM

Razões para escolher o HubSpot Service Hub: Hubspot allowed us to keep all users in the crm and do a lot more all in one place

Software anterior: Freshdesk

Razões para mudar para o HubSpot Service Hub: ease of use

Amazing features with realistic functionalities.

Comentários: Ideal solution to creating and converting more leads. Commendable results and looking forward to more achievements.

Vantagens:

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.

Desvantagens:

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

Active Hubspot user for client knowledge base

Vantagens:

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.

Desvantagens:

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.

Hubspot is easy to use

Vantagens:

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

Desvantagens:

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.

Fosters collaboration and productivity

Comentários: The experience has been incredible and the features are exceptional

Vantagens:

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

Desvantagens:

Pricing can be expensive when compared to the competition

Easy to use Live Chat System

Vantagens:

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

Desvantagens:

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

A great customer service toolkit

Vantagens:

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

Desvantagens:

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

Make your life easier...Switch to Hubspot!

Comentários: Overall the service hub has been a fantastic tool. We have been able to capture and manage customer expectations immediately and effectively thanks to the Surveys specifically. We now capture results in real time direct;y after a customer has finished our sales cycle and their customer journey. The tool has allowed us to get quick responses, see where we excel and shine within our industry as well as where we can improve all from the voice of our customers. Love working with this tool

Vantagens:

Hubspot has allowed us to save time and reach our customers on a whole new level. Once we implemented Hubspot the possibilities truly became endless. From a sales perspective we have learnt valuable ways to reach our customers through the sales blog, templates and snippet suggestions etc. In addition we have been able to market to our clients using platforms we didn't even know were possible. Created personalized landing pages, calendar links to schedule meetings and calls saving time going back and forth. Not to mention automation and work flows- a time saver!!! Cant rave enough about using Hubspot and cant wait to see waht they come out with next!!!

Desvantagens:

Honestly, I think thing we like least about the software is that you cant use the social features to post videos to Instagram from the social hub. Other than that there isn't anything we dont like!

Service Hub needs to be further developed

Comentários: Our experience has been okay with Hubspot setup. Our onboarding specialist has been trying to help us through some situational challenges with what we are wanting to accomplish within Hubspot, but we keep running into limitations of what Hubspot offers within Service Hub so far. I think they just need more time to further develop with the feedback from customers.

Vantagens:

I like the built in reports and default properties that minimized set up time.

Desvantagens:

I'm not able to customize ticket properties seen when creating/viewing tickets per pipeline so I had to set it up to see all needed properties for all 3 pipelines on each ticket. There is no visibility into our chatbot conversations before they are handed off to a human. Contacts are created from each email sent through service hub and also from ticket submission, when we do not want this to occur. I also can't edit the Support Form to have only ticket properties since it connects to the contact properties to create a contact. I get that Hubspot charges based on number of contacts, but they should give customers the option on whether or not certain actions will create a contact or not. It may make sense for sales hub to do that, but not for service hub. We don't want a bunch of contacts in our system that are possibly end users of our product and not customers.

Alternativas consideradas anteriormente: Zoho Desk e Zendesk Suite

Razões para escolher o HubSpot Service Hub: We loved that a lot of the features we were paying extra for through many different tools was included with Hubspot, such as the chat bot, meeting links with Google calendar integration, Slack integration, and easy to use automation setup.

Razões para mudar para o HubSpot Service Hub: For the complex automation and integrations we wanted Hubspot was the best choice.

Solid customer service system that's more than a helpdesk

Comentários: Overall it's been a significant force multiplier to our entire operations team, not just support.

Vantagens:

The integration of the service system with rest of Hubspot is a significant advantage when it comes to having all the info needed at hand when helping clients. The flexibility of the ticketing system allows us to track several aspects of our operations in easy to digest status boards that show progress and next steps for our Production process, our demo system queue, training, installations and service, and RMA.

Desvantagens:

There's a few issues viewing extremely long email chains and a few missing options in workflow design that seem like they were oversights.

All your client data and conversations in one place!

Vantagens:

I love being able to have everything in one place - Deals, Contacts + Companies, Support Ticketing - it's made it easier for us to create external reports and to funnel info into Hubspot. The Slack integration is the best and helps make sure balls aren't getting dropped with workflows that trigger support notifications and tasks.

Desvantagens:

The tickets are a little difficult to navigate in terms of following the thread of an email conversation. This mostly impacts new support on-call staff who are trying to catch up on open tickets. It's not the easiest to get an idea of the issue and troubleshooting to date at a glance. Additionally, it would be nice if email conversations within Tickets were tied to Tickets a little more closely. When I reassign a ticket, I sometimes still get notified about the conversation even if I'm no longer the ticket owner. I have to go in and ALSO reassign the conversation to the new support person.

Hubspot Service Review

Comentários: The service team is fast to respond and there are multiple way to contact them - live chat, phone, email, call back etc.

Vantagens:

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.

Desvantagens:

Sometimes the live chat agents have a hard time understand my issue - usually this is only when there is a technical bug going on.

Reviewing HubSpot Service Hub

Comentários: HubSpot Service Hub overall is user friendly and makes it easy to organize your calls and tickets..

Vantagens:

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.

Desvantagens:

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.

HubSpot trial experience

Comentários: Pleasant for in its free and slightly expensive version from its most basic plan.

Vantagens:

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

Desvantagens:

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.

It's pretty much the best Service and Customer Success Platform out there

Vantagens:

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

Desvantagens:

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

Alternativas consideradas anteriormente: LiveAgent, Zoho Desk, ChurnZero e Zendesk Suite

Feature rich service tool for product company

Comentários: The overall experience is very nice and effective for the team.

Vantagens:

Knowledge management is the feature I like most, and how easy to connect it with chat and use it for customer benefit.

Desvantagens:

Nothing. It has all the features required to fulfil the requirement of the service team and product team.

The best customer service for your digital transformation

Comentários: 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.

Vantagens:

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.

Desvantagens:

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).

Great upgrade but key elements still missing

Comentários: The Hubspot KB looks nice, works well, and meets the needs of very basic users. But in order to really

Vantagens:

I'm using the BETA version of the Hubspot Knowledge Base solution. • The ability to change the visual appearance and a graphical element to the customer experience is very nice. Providing that you have some basic visual design skills, you can make the KB look pretty good. • It is very easy to use. • In spite of being in BETA, I haven't really come across any bugs or other issues.

Desvantagens:

The Hubspot Knowledge Base is still missing some critical elements: • The biggest feature missing (IMHO) is the ability to have articles appear in multiple locations. Currently, articles "live" in the category and section they are created. I would like to see a central article bank where you simply link out to the categories and sections you want to display the article in. This would allow centralized editing and improved organization for large KBs. • The lack of interactivity in the KB. This isn't necessarily a knock on the Hubspot KB but rather ALL KBs. I would like all KBs to behave more like content modern HTML5 content authoring platforms (think Articulate Rise or Easygenerator). Providing a customer experience like that would put this KB in a league of its own. • The ability to restrict areas of the KB to users based on various criteria (IP address, login access only, etc.) • There are only a 3-level hierarchy to the KB (categories, sections, and knowledge articles) which isn't quite enough. Five layers would have been nice. • Only the top layer of the hierarchy has a graphical interface. I would like to offer my end users tile menus several levels down the hierarchy. For example, if I have "Getting Started" and "Top Features" as my top level tiles, I would like the user to be able to a second tile menu the next level down in order to help them find what they are looking for more quickly. The ability to provide a VISUAL KB navigation experience is key in my opinion.

HubSpot's Knowledge Base Prioritizes Ease of Use

Comentários: HubSpot's Knowledge Base has allowed my company a place to collect important information for contractors nationwide. It is a place for them to turn to with questions or clarifications, and to learn more about their expectations. I feel like it really stepped up my company's ability to provide on-demand assistance.

Vantagens:

As a creator and a user, the interface is very easy to navigate. The focus is very much on text - HubSpot's knowledge base ends up looking like an encyclopedia. This focus on text keeps thing simple and straightforward. Developments are carefully added, not to shake up the use of a knowledge base, but to streamline the delivery of text information.

Desvantagens:

The focus on text keeps customization options minimal. For the first few months of using HubSpot's knowledge base, there was nothing you could do to change the look of the home page. That has been (thankfully) updated to allow for a few different templates. The implementation of images and other media is a far second place to the focus on text. Lastly, the search option leaves some to be desired. It searches strictly for language contained in the articles. I would like the option to add metadata tags.

HubSpot Service Hub Review

Vantagens:

It is really easy to track customer feedback with "Tickets" and customers having real time access to the status of their ticket through "Customer Portal" really improves customer satisfaction. The functionality of adding comments by customers is really helpful in being diligent"Feedback Surveys" really helps in getting to understand customer satisfaction and improvements in services needed.

Desvantagens:

Nothing really, everything up to the mark so can't complain.

I couldn't live without it!

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

User Friendly and Easy to Use

Comentários: Because we work in shifts, it is good that the same system is flued to use over many properties and many different users.

Vantagens:

We started using it about 8 months ago and even with just a quick training session, I could use it very quickly. I also love that we can create easy to use templates, so even when other people need to answer emails, they can do it effortlessly.

Desvantagens:

We sometimes need to print email chains, and Hubspot does not allow for that - this is definitely something to add.