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HubSpot Service Hub Logo Award Winner Product Badge
HubSpot Service Hub Logo Award Winner Product Badge
HubSpot

HubSpot Service Hub

Composite Score
8.7 /10
CX Score
8.9 /10
Category
HubSpot Service Hub
8.7 /10

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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Awards & Recognition

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

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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

Feature Ratings

Average 83

Customer Service Knowledge Management

85

Agent Scripting

83

Customer Self Service Capabilities

83

Customer Community Management

83

Contact Center Integration

83

Analytics and Reporting

82

Agent Collaboration

82

Multi Channel Support

81

Customer Service Workflow Management

81

Intelligent Search

81

Mobile Customer Care

80

Vendor Capability Ratings

Average 81

Vendor Support

83

Ease of Implementation

83

Usability and Intuitiveness

83

Business Value Created

83

Ease of IT Administration

82

Quality of Features

82

Availability and Quality of Training

81

Ease of Data Integration

80

Product Strategy and Rate of Improvement

79

Breadth of Features

79

Ease of Customization

77

HubSpot Service Hub Reviews

Nicolas F.

  • Role: C-Level
  • Industry: Finance
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Jul 2021

The Ideal Contact Management CRM

Likeliness to Recommend

10 /10

What differentiates HubSpot Service Hub from other similar products?

HubSpot Service Hub ticketing automation really helps in sorting out tickets and setting out the roadmap to which tickets should be attended in order of priority. The live chat features also enabled us to have a higher customer satisfaction rate.

What is your favorite aspect of this product?

I personally loved the reporting features, which allowed us to benchmark progress over the long term. The 1:1 video messaging is really a breakthrough and allowed us to have a more customized approach towards our customers.

What do you dislike most about this product?

The pricing is a little high compared to others in the industry.

What recommendations would you give to someone considering this product?

This is a very powerful CRM and if you are looking to really professionalize and automate your workplace, it is worth trying.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Kalle U.

  • Role: Information Technology
  • Industry: Education
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Jul 2021

Great collaboration, great for a small team

Likeliness to Recommend

7 /10

What differentiates HubSpot Service Hub from other similar products?

I feel like the connectivity between different features (marketing, sales etc.) is good, makes it easy to see everything under one roof which makes solving issues easier.

What is your favorite aspect of this product?

I feel like the connectivity between different features (marketing, sales etc.) is good, makes it easy to see everything under one roof which makes solving issues easier.

What do you dislike most about this product?

The interface for support is a bit cluttered and "big", but that is just a personal preference. I'd prefer a more personalisation

What recommendations would you give to someone considering this product?

Make sure you give it a test before buying and actually run some tickets through it

Pros

  • Enables Productivity
  • Trustworthy
  • Continually Improving Product
  • Reliable

Cons

  • Commodity Features
  • Charges for Enhancements
  • Less Effective Service
  • Role: C-Level
  • Industry: Technology
  • Involvement: Business Leader or Manager
Validated Review
Anonymous Reviewer

Submitted Jul 2021

Good coverage for core service capabilities

Likeliness to Recommend

8 /10

Pros

  • Trustworthy
  • Efficient Service
  • Caring
  • Saves Time