What is HubSpot Service Hub?
To increase customer retention, you need to focus on delivering customer value. Service Hub turns your customer experience from a cost center to a revenue driver. Service Hub brings all your customer service data and channels together in one place, and helps scale your support through automation and self-service. More time for proactive service that delights, retains, and grows your customer base.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
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Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
88 Likeliness to Recommend
96 Plan to Renew
2
Since last award
81 Satisfaction of Cost Relative to Value
1
Since last award
Emotional Footprint Overview
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
+88 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love HubSpot Service Hub?
Pros
- Respectful
- Fair
- Performance Enhancing
- Enables Productivity
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Customer Service Knowledge Management
Agent Scripting
Customer Self Service Capabilities
Customer Community Management
Contact Center Integration
Analytics and Reporting
Agent Collaboration
Multi Channel Support
Customer Service Workflow Management
Intelligent Search
Mobile Customer Care
Vendor Capability Ratings
Vendor Support
Ease of Implementation
Usability and Intuitiveness
Business Value Created
Ease of IT Administration
Quality of Features
Availability and Quality of Training
Ease of Data Integration
Product Strategy and Rate of Improvement
Breadth of Features
Ease of Customization
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HubSpot Service Hub Reviews
Sanchit K.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Nov 2022
Amazing tool for Customer success and support team
Likeliness to Recommend
What differentiates HubSpot Service Hub from other similar products?
We loved the notion of integrating Hubspot's CRM features with our service desk because we were already utilizing them. Dropping the ball on tickets is tougher to do because we automatically create tickets from chats. We were able to stay on-brand thanks to the layout templates and the adaptable knowledge base. Since we converted, they have added even more capabilities to ease the transition from our old software, and we have experienced excellent customer assistance whenever queries or problems have arisen.
What is your favorite aspect of this product?
Our small staff has been able to maintain organization and provide our users with the most support possible while not always being on hand to assist in person within a short period of time thanks to Hubspot Service Hub. The knowledge base setup is very simple, user-friendly, and adaptable, Personalized landing sites and calendar links for scheduling meetings and calls were created, saving time on back-and-forth communication. Not to mention workflows and automation, which save time! I can't say enough good things about utilizing Hubspot and I can't wait to see what they release next!
What do you dislike most about this product?
If another team member is on the ticket, you can't see them. If a customer answers a closed ticket, it doesn't reopen, therefore unless we thoroughly check our notifications, we may miss emails.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Kristin M.
- Role: Sales Marketing
- Industry: Other
- Involvement: Business Leader or Manager
Submitted Oct 2022
Improved Customer Service Management
Likeliness to Recommend
What differentiates HubSpot Service Hub from other similar products?
For the service we provide as Customer Service we use HubSpot Service as our primary source of my communication with customers every day, it is our tool for our email customer service and we have been users of HubSpot's CRM for a long time. You've done an excellent job of tying all of your systems together so our team doesn't have to jump from one software to another.
What is your favorite aspect of this product?
It has a very important feature for us such as the ease of retrieving all of a customer's information. You can keep all records/notes/emails under one email address. One of its features called Tickets transmits all the queries from our customers about the problems they may have.
What do you dislike most about this product?
As a suggestion it would be good to improve the ticket function a little more, for example a time tracking from the time a ticket is opened until it is closed. This would give the sum of the time used to close a case. And that the system updates do not affect the operations when we are working, it would be good to also put a specific time to that update.
What recommendations would you give to someone considering this product?
For our experience using this software completely we feel very comfortable with the service we can provide, because this system is very useful for small and medium businesses that want to do support or customer service, or regardless of the business you have, it is very reliable and simple. We recommend HubSpot because it can give unpredictable growth of the organization's product sales.
Pros
- Helps Innovate
- Reliable
- Caring
- Respectful
Ayush J.
- Role: Information Technology
- Industry: Retail
- Involvement: End User of Application
Submitted Oct 2022
Lots of features, easy to use
Likeliness to Recommend
What differentiates HubSpot Service Hub from other similar products?
Lots of features and good UI
What is your favorite aspect of this product?
Customer support
What do you dislike most about this product?
Pricing can be better
What recommendations would you give to someone considering this product?
Explore all features first
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Enables Productivity