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
Eva M.
- Role: Human Resources
- Industry: Technology
- Involvement: End User of Application
Submitted Aug 2022
Easy to use and a great experience overall.
Likeliness to Recommend
What differentiates HubSpot Service Hub from other similar products?
Our entire team is on HubSpot, including business development, marketing, sales, implementation, and account management, allowing us to easily keep track of everything related to our clients. Instead of having to pick up the phone to contact us, our customers prefer to chat with us.
What is your favorite aspect of this product?
I like HubSpot Service Hub because it allows me to manage collaborative inboxes, keep track of all our customer requests, and integrates very well with Google, Zoom, and other technologies. It allows us to interact with consumers and manage tickets. Feedback surveys are very helpful in identifying areas for improvement. They offer excellent customer service and quick responses. The default scans for services are also excellent.
What do you dislike most about this product?
Search can be a bit bumpy at times. Templates are difficult to change.
What recommendations would you give to someone considering this product?
If you need a tool to help you manage everything from start to finish, then HubSpot is the one to consider. It is a platform that can be used for everything and anything, including marketing, sales, and customer support.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Adika S.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Aug 2022
To monitor how our interactions are going.
Likeliness to Recommend
What differentiates HubSpot Service Hub from other similar products?
The effectiveness of the customer service team and individual agents can be evaluated. Beneficial for effective ticket routing that balances agent workloads. You can reduce the time it takes to respond to customer questions by sending scripted responses, short videos, or customizable email templates. To manage, prioritize, and assign tickets to the best possible team member for tricky situations, you can implement routing and automation. This will ensure that no customer is left in the dark.
What is your favorite aspect of this product?
Like HubSpot Service Hub can turn frequently requested support issues into a knowledge base of support documentation, helping to reduce customer service inquiries. With capabilities to develop our surveys to collect qualitative and quantitative customer feedback. When a consumer provides feedback that requires quick attention, I can initiate automated customer marketing emails or internal notifications.
What do you dislike most about this product?
The cost of a HubSpot Service Hub subscription is considerable. The setup procedure is a complicated operation that requires time.
What recommendations would you give to someone considering this product?
To address customer concerns, difficulties, and queries, I recommend using HubSpot Service Hub. For the registration of your clients' cases, you can issue tickets. You can monitor customer satisfaction and sentiment.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Leung Jun C.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Aug 2022
Excellent system for quick responses to customers.
Likeliness to Recommend
What differentiates HubSpot Service Hub from other similar products?
Our staff will never have to move between different pieces of software again because of how well Hubspot has integrated all of its platforms. Our customer service has been improved and automated thanks to him. Due to its user-friendly interface, it minimized the need for training for our staff. As the number of interactions has increased, the expense has been higher.
What is your favorite aspect of this product?
I like Hubspot because it makes it easy to manage everything at once and because it takes me very little time to sort and prioritize queries. This allows us to give our clients a first class service. In addition to managing our CRM relationships, we can see when a contact emails us a ticket in the timeline view. Simple user interface that requires little training. It allows me to set certain workflow rules.
What do you dislike most about this product?
For messages left in live chat, you need automatic ticket generation. Hubspot pricing could be better as it relies heavily on discounts.
What recommendations would you give to someone considering this product?
I recommend Hubspot because it's a very powerful tool for customer service, the workflow feature is really helpful for automating scenarios, and it's easy to set up and use because the product requires very little training.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing