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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

Younss A.

  • Role: Consultant
  • Industry: Consulting
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Aug 2023

Organizational tool with a lot of functionalities.

Likeliness to Recommend

9 /10

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
Validated Review
Verified Reviewer

Submitted Jul 2023

It organizes customers and tracks deals

Likeliness to Recommend

9 /10

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
Validated Review
Verified Reviewer

Submitted Jul 2023

HubSpot Is Evolving even with CS

Likeliness to Recommend

7 /10

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