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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

Gina G.

  • Role: Human Resources
  • Industry: Media
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Mar 2024

Service Hub offers an easy-to-use knowledge base

Likeliness to Recommend

9 /10

What differentiates HubSpot Service Hub from other similar products?

Our ability to manage cases originating from multiple sources was greatly improved by using HubSpot. Its many useful features, such as customer survey forms and seamless ticket ownership management, greatly improved our efficiency in responding to customer queries and issues.

What is your favorite aspect of this product?

One thing I enjoy is that my team can still use Tickets without having to purchase individual Support seats. You can integrate the HubSpot user interface with ease. With Service Hub, I have a powerful and easy-to-use tool to create and update material visible to clients. The AI writing assistance is fantastic. With this, I can easily transform my bullet points into paragraphs with minimal effort.

What do you dislike most about this product?

The merging feature is the only aspect of HubSpot that I don't find appealing. The way it copies the content of an existing ticket and pastes it into a new parent ticket without even deleting the old one is annoying.

What recommendations would you give to someone considering this product?

With HubSpot, our company can see the big picture when it comes to customer concerns. Controlling which problems need the most attention is now considerably easier. We can re-track those emails better with this method, especially since we know that each of our inboxes may also contain messages from other people, most of which are not from support.

Pros

  • Continually Improving Product
  • Enables Productivity
  • Efficient Service
  • Saves Time

Ram M.

  • Role: Sales Marketing
  • Industry: Technology
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Mar 2024

Great Product For All the Service Companies

Likeliness to Recommend

9 /10

What differentiates HubSpot Service Hub from other similar products?

Easy Implementation while comparing with other products

What is your favorite aspect of this product?

Easy Integration with all the other APIs

What do you dislike most about this product?

Cost is very expensive on an Enterprise level

What recommendations would you give to someone considering this product?

Buy this product if your are really in need of growth for your companiy

Pros

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

Gregory C.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Mar 2024

HubSpot has become our most robust support tool

Likeliness to Recommend

9 /10

What differentiates HubSpot Service Hub from other similar products?

To reduce the amount of human effort, Hubspot has allowed us to automate a number of simple operations. In the long run, it becomes really substantial when used daily. Even after more than two years of use, we continue to discover new features and improvements.

What is your favorite aspect of this product?

I like its simplicity. To meet the demands of many departments within an organization, you must first spend some time setting everything up correctly and learning how each component works.

What do you dislike most about this product?

It bothers me because they force you to implement automated processes that you can't trust. Since the automation stopped working, I contacted support several times; Therefore, I must control its availability. In that case I will have to turn it off and then turn it back on. There are times when it is not reliable.

What recommendations would you give to someone considering this product?

Your needs and level of customization determine the simplicity of use. While the setup may be intimidating at first, the basics are really easy to understand. The more time we dedicate to it, the more we invest.

Pros

  • Continually Improving Product
  • Reliable
  • Effective Service
  • Saves Time