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
Also Featured in...
HubSpot Service Hub Reviews
Younss A.
- Role: Consultant
- Industry: Consulting
- Involvement: End User of Application
Submitted Aug 2023
Organizational tool with a lot of functionalities.
Likeliness to Recommend
What differentiates HubSpot Service Hub from other similar products?
HubSpot’s Service Hub has been my go-to option for making sure no customer falls between the cracks. The extensive feature set they provide makes it straightforward to manage my Customer Success operations. My team members can collaborate with a consistent voice due to their universal inbox, live chat, and bots. It has greatly improved my workflow, allowing me to stay organized and answer every customer’s concern quickly. HubSpot’s Service Hub also provides feedback surveys, which have helped me learn about my client’s experiences. The option to collect feedback from within the platform allows me to continuously enhance my products.
What is your favorite aspect of this product?
It has a highly user-friendly, not overly advanced, and clean design. It organizes articles so that I can properly express my information. I’ve never dealt with a program like this before. It can handle many talks at the same time. The ability to link chat flows and forms to my mailbox. Capability to control availability as well as create new builds and surveys. The ability to construct a knowledge base and have strong dashboards for data tracking is advantageous.
What do you dislike most about this product?
Hubspot has several design constraints when it comes to chat flows and knowledge bases. Furthermore, migrating from my former provider to it was a difficult task. Much data was lost, and I must continue to repair it. The inability to close large chats and/or send discussion templates in bulk makes the day-to-day job more difficult.
What recommendations would you give to someone considering this product?
HubSpot Service Hub is generally user-friendly and simple to use. There are numerous short films and lessons available to help with questions. These significantly reduce the amount of time spent communicating with a support team. However, the support team is outstanding and always available when I need them. They far surpassed my expectations. Their broad set of tools has enabled us to provide outstanding service while saving our team time. I will continue to suggest this tool because it far exceeded my expectations at a reasonable price.
Pros
- Efficient Service
- Acts with Integrity
- Appreciates Incumbent Status
- Helps Innovate
Cons
- Vendor Friendly Policies
Robert S.
- Role: Operations
- Industry: Entertainment
- Involvement: End User of Application
Submitted Jul 2023
It organizes customers and tracks deals
Likeliness to Recommend
What differentiates HubSpot Service Hub from other similar products?
This is a highly adjustable option. The ability to add new information to the Knowledge Base is one of my favorite features. It's simple to include the Feedback survey into existing Chatbots and Workflows.
What is your favorite aspect of this product?
It's been useful for keeping track of consumers and transactions. Customers may now access a knowledge base on their own time, complete with metrics on their usage. Integration with third-party services and automation platforms! Actually, it was the Automation that drew me in. For me, as an employee responsible for corporate operations, this took on great importance.
What do you dislike most about this product?
The multilingual feature in Knowledge Base wasn't always as straightforward or user-friendly as other parts of the system. The ticket alerts could be more prominent; I often miss them.
What recommendations would you give to someone considering this product?
Everything is conveniently organized in a single location. It's really simple to learn and use, and if you ever get stuck, the support staff is excellent.
Pros
- Continually Improving Product
- Reliable
- Effective Service
- Saves Time
Glenn C.
- Role: Sales Marketing
- Industry: Technology
- Involvement: Initial Implementation
Submitted Jul 2023
HubSpot Is Evolving even with CS
Likeliness to Recommend
What differentiates HubSpot Service Hub from other similar products?
Quality of support
What is your favorite aspect of this product?
Sales Marketing and CS can all work from the same overall product
What do you dislike most about this product?
This is still a fairly new product that lacks some feature functionality
What recommendations would you give to someone considering this product?
For a smaller business this is a great solution. For larger companies or companies where CS is extremely important you might not have all the features you need.
Pros
- Caring
- Saves Time
- Helps Innovate
- Continually Improving Product