This content is currently locked.

Your current McLean & Company subscription does not include access to this content. Contact your account representative to gain access to Premium SoftwareReviews.

Contact Your Representative
Or Call Us:
1-877-281-0480 (US/CAN) or
+1-519-936-2659 (International)
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


Need Assistance?

We're here to help you with understanding our reports and the data inside to help you make decisions.

Get Assistance

Awards & Recognition

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

Filter By

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


{y}
{name}

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

Stephanie W.

  • Role: Sales Marketing
  • Industry: Entertainment
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Mar 2024

An excellent ticketing and customer support tool

Likeliness to Recommend

8 /10

What differentiates HubSpot Service Hub from other similar products?

Service Hub is the best tool for startups as it is easy to use, offers a variety of amazing features (like chat and ticketing widgets), and has excellent support. It also has a user-friendly atmosphere, so new users can learn it quickly.

What is your favorite aspect of this product?

In my role as a sales development representative, I rely on HubSpot to facilitate communication with our existing clientele, as well as generate leads and send email campaigns. It's notable that HubSpot offers all of these features in one convenient package; I'm grateful that I don't have to look for what I need somewhere else.

What do you dislike most about this product?

While using the system, I encountered some issues such as reporting limits and delays in ticketing and management. The system sometimes generated duplicate records, making reduction a difficult task. Hubspot does a great job of keeping everything in one place; However, it is not entirely simple when it comes to integrating with other technologies.

What recommendations would you give to someone considering this product?

Easy to understand data and dashboards are the result of everything that comes together in HubSpot Service Hub. Even after just a few months of use, I feel like I'm getting the hang of it and it has helped us significantly improve our customer service KPIs.

Pros

  • Continually Improving Product
  • Reliable
  • Efficient Service
  • Security Protects

Natalie H.

  • Role: Sales Marketing
  • Industry: Other
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Dec 2023

Service becomes Customer Delight

Likeliness to Recommend

9 /10

What differentiates HubSpot Service Hub from other similar products?

It's not just a hub; it's a teleportation device connecting marketing, sales, and service in one swift move.

What is your favorite aspect of this product?

It transforms service into a circus act of seamless collaboration. The customer feedback tools are like the applause after a stellar performance.

What do you dislike most about this product?

While the reporting capabilities are sufficient, more advanced analytics features would be beneficial for making more nuanced data-driven decisions.

What recommendations would you give to someone considering this product?

HubSpot Service Hub truly excels when repetitive processes are automated, allowing the team to focus on strategic aspects of customer service.

Pros

  • Continually Improving Product
  • Enables Productivity
  • Acts with Integrity
  • Generous Negotitation

Billie M.

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

Submitted Dec 2023

Great for sales and customer service

Likeliness to Recommend

9 /10

What differentiates HubSpot Service Hub from other similar products?

I love its ticketing system that allows businesses to organize and manage customer inquiries, issues, and support requests.Users can also create and maintain a knowledge base to provide self-service options for customers. This helps users find answers to common questions without contacting support.

What is your favorite aspect of this product?

I admire that it offers live chat functionality, enabling real-time communication between customers and support agents.

What do you dislike most about this product?

While its user-friendly, there might still be a learning curve, especially for users who are new to the Hub Spot platform.

What recommendations would you give to someone considering this product?

Invest in user training to maximize the benefits of the platform and reduce the learning curve for your team.

Pros

  • Helps Innovate
  • Performance Enhancing
  • Trustworthy
  • Unique Features