HubSpot Service Hub Customer Reviews 2024

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.

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Awards & Recognition

HubSpot Service Hub won the following awards in the Customer Service - Enterprise category

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2024 Data Quadrant Gold Medalist

Latest Award, 2024

8 Top Rated Capabilities

10 Top Rated Features

Latest Award, 2024

2023 Emotional Footprint Champion

2023

Strategy and Innovation
Service Experience
Product Impact
Conflict Resolution

2023

2023 Data Quadrant Gold Medalist

2023

7 Top Rated Capabilities

11 Top Rated Features

2023

2022 Emotional Footprint Champion

2022

Service Experience
Conflict Resolution

2022

2022 Data Quadrant Gold Medalist

2022

5 Top Rated Capabilities

10 Top Rated Features

2022

HubSpot Service Hub Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on HubSpot Service Hub.

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

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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?

1% Negative

8% Neutral

91% Positive

Pros

Respectful
Fair
Performance Enhancing
Enables Productivity

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Knowledge Management

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HubSpot Service Hub Reviews

Umang T.

Role: Sales Marketing
Industry: Consulting
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2024

AI-powered robust tool to scale customer retention

Likeliness to Recommend

10 /10

What differentiates HubSpot Service Hub from other similar products?

HubSpot Service Hub is AI-powered and omni channel unified toolkit that facilitates businesses to deliver excellent customer value and support which helps the organization to increase higher customer retention that fuels the business growth. HubSpot Service Hub offers various distinct features such as omni channel messaging, integration with HubSpot ecosystem, customer success workspace and feedback management tools that differentiates it from other similar products.

What is your favorite aspect of this product?

HubSpot Service Hub is seamlessly integrated with HubSpot's smart CRM that includes marketing and sales which helps providing comprehensive insights regarding the entire lifecycle and business operations and unify the customer facing teams of the organization. This fosters strong alignment and collaboration among the customer facing teams including marketing and sales team which ensures that organization's customer support and interactions and strongly backed by confidence, context and credibility, which ultimately increases customer retention and fuels business growth. These are my favorite aspect of this product.

What do you dislike most about this product?

HubSpot Marketing Hub is a robust and unified software designed to scale customer support and drive customer retention to fuel business growth. There is nothing as such to dislike about this product.

What recommendations would you give to someone considering this product?

If you are exploring a personalized AI-powered customer service platform that offers various features like omni channel messaging, call tracking and customer interactions tracking, SLA management and user friendly automated customer support tool which can help your business to easily scale customer satisfaction and increase customer retention which fuels business growth and make it scalable, then HubSpot Service Hub is the best tool you can opt for.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Jessica F.

Role: Information Technology
Industry: Technology
Involvement: Vendor Management and Renewal

Validated Review

Verified Reviewer

Submitted Sep 2024

Intuitive interface

Likeliness to Recommend

10 /10

What differentiates HubSpot Service Hub from other similar products?

Its native integration with HubSpot’s marketing and sales tools makes it a comprehensive solution

What is your favorite aspect of this product?

The ease of managing tickets and workflows with simple automation.

What do you dislike most about this product?

It lacks advanced AI features for ticket prioritization

What recommendations would you give to someone considering this product?

It’s a great choice if you're already using other HubSpot tools, but make sure its support features meet your specific needs.

Pros

Reliable
Enables Productivity
Caring
Saves Time

Bharat T.

Role: Finance
Industry: Banking
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Sep 2024

Advanced Analytics Tool

Likeliness to Recommend

9 /10

What differentiates HubSpot Service Hub from other similar products?

Simple user interface and detailed reporting which allow businesses to track key support metrics.

What is your favorite aspect of this product?

Its seamless integrations with HubSpot CRM.

What do you dislike most about this product?

Sometimes it works slow and cause disturbance while calling customer from browser.

What recommendations would you give to someone considering this product?

Use it, believe me this tool will not disappoint you.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

How We Deliver

HubSpot Service Hub

What is HubSpot Service Hub?

Company Details

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Awards & Recognition

2024 Data Quadrant Gold Medalist

2023 Emotional Footprint Champion

2023 Data Quadrant Gold Medalist

2022 Emotional Footprint Champion

2022 Data Quadrant Gold Medalist

HubSpot Service Hub Ratings

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

+88 Net Emotional Footprint

How much do users love HubSpot Service Hub?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Customer Community Management Creation and management of branded and focussed user communities.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Agent Collaboration Supports live collaboration between agent and customers, among customers (e.g. forums), and among service professionals (e.g. team-based customer service).

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Also Featured in...

Customer Success

Knowledge Management

HubSpot Service Hub Reviews

Umang T.

AI-powered robust tool to scale customer retention

Likeliness to Recommend

Pros

Jessica F.

Intuitive interface

Likeliness to Recommend

Pros

Bharat T.

Advanced Analytics Tool

Likeliness to Recommend

Pros

Title

2
Since last award

1
Since last award

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