Service Hub Enterprise
HubSpotReviews from AWS customer
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Offerings and features continue to improve
What do you like best about the product?
We primarily use the Knowledge Base feature for our support library. It's been improved a lot in the two years we've been using it, and I really like the changes and increasing customization options. The live chat is also a great feature. It is a great convenience to both our support staff and clients.
What do you dislike about the product?
We had used the ticket system for a while but as a smaller company we found that it didn't do much for us. It's still a good feature for other clients, but not something we utilize regularly.
We also worked to configure a chat bot for the live chat, but found that it was a bit limited as of a couple of years ago. I'm sure Hubspot has continued to improve the bot, but at this time we just have the live chat use an away message outside of our office hours.
We also worked to configure a chat bot for the live chat, but found that it was a bit limited as of a couple of years ago. I'm sure Hubspot has continued to improve the bot, but at this time we just have the live chat use an away message outside of our office hours.
What problems is the product solving and how is that benefiting you?
Having a support library has made emails and calls with clients a lot easier. The analytic tools are very helpful - knowing which articles are unclear or especially helpful has been great. We also use the live chat on our website which has been great. It connects directly to our company Slack which makes it easy to maintain.
I've also found that Hubspot support staff are very accessible and quick to respond to issues. We've had very few problems, but when we did I was able to get in contact with a staff member very quickly and see a resolution within the day.
I've also found that Hubspot support staff are very accessible and quick to respond to issues. We've had very few problems, but when we did I was able to get in contact with a staff member very quickly and see a resolution within the day.
Recommendations to others considering the product:
I would definitely recommend Hubspot to others, especially for smaller companies looking to improve automation and customer service offerings. We have a small team and have found Hubspot has been a great fit for our scale. Hubspot support staff are very responsive and quick to find resolutions to any (few as there are) issues that one may encounter. In addition to Service we also use the Sales Hub and they work really well together as a unified tool for our company.
Service Hub will streamline your customer facing processes to keep them (and you) happy
What do you like best about the product?
Service Hub in Hubspot allows for automation and 1 to 1 processing of customer issues for your business. The included Knowledge Base is a great resource to easily build a how-to guide for anything your customers need. The ability to automate CES and NPS scores along with custom surveys is an invaluable tool to help pinpoint problem areas and what your customers like best.
Tickets can be an invaluable to no matter where your prospects or customers are at in your funnel. They can be implemented across the board to ensure all leads and customers are being assigned to the right person or team to resolve the issue or close the deal. Best of all, everything is logged in the Hubspot CRM which allows you to always know the history of any contact.
All service Hub features seamlessly integrate into workflows as well as the new CRM Hub, Sales Hub, and Marketing Hubs if you are also a user of those Hubspot services (which you should be!).
Tickets can be an invaluable to no matter where your prospects or customers are at in your funnel. They can be implemented across the board to ensure all leads and customers are being assigned to the right person or team to resolve the issue or close the deal. Best of all, everything is logged in the Hubspot CRM which allows you to always know the history of any contact.
All service Hub features seamlessly integrate into workflows as well as the new CRM Hub, Sales Hub, and Marketing Hubs if you are also a user of those Hubspot services (which you should be!).
What do you dislike about the product?
If you have multiple companies running through the same Hubspot portal you only have access to 1 Knowledge Base which can be problematic if, like our company, you have a B2B and B2C customer base that you don't want overlap between the two on your knowledge Base. Not being able to have two separate Knowledge Bases makes you choose one or the other as your only option if you do not want or can't have overlap between the companies.
What problems is the product solving and how is that benefiting you?
Service Hub has allowed us to keep track on which customers are happy and which ones may not be even if they may not pop up on other internal radars. This allows us to keep churn to a minimum and increases our overall sales by allowing us to get ahead of any potential issues before they become a problem or an account decides to leave us. We've also implemented a custom exit survey to help us course correct further any issues that lost us an account.
HubSpot Service Hub
What do you like best about the product?
We use service hub to help manage customer requests and organize our offerings in a way to best help them. HubSpot always adds additional features, like handy call-out boxes that make the Knowledge Base of articles more interactive and easy to navigate. It's very easy to add tags and organize articles, as well as manage customer inquiries and assign them to a staff member to own and respond to.
What do you dislike about the product?
Sometimes it is a bit tedious to make knowledge base articles because you can't use an existing one as a template, and so there's a lot of laborious, repetitive work you have to go through every single time as you're building the foundational knowledge base.
What problems is the product solving and how is that benefiting you?
With HubSpot Service Hub, we were able to direct traffic towards the knowledge base first, helping people answer questions we've already made solutions for, and pushed people appropriately towards this help desk - rather than our general inbox, which makes them easier to manage and respond to in a timely manner.
Sophisticated tool, yet the easiest to use!
What do you like best about the product?
HubSpot's Service hub is a mind-blowing tool. The best part about HubSpot is how easy it is to use the amazing features. Literally, everything one wishes to achieve with HubSpot can actually be done. That is the level of planning the team has worked through.
What do you dislike about the product?
At times, when one's slightly stuck with something, immediate assistance would be of great help. However, the chat seems to disabled at times and a response 24 hours later, via email, might not be the best option. Nevertheless, their support team is also excellent!
What problems is the product solving and how is that benefiting you?
Currently, we're using the Knowledge Base to address customer queries, proactively. We're also using different workflows to ensure we're on track with all queries and use the Ticketing software to handle user requests more efficiently.
Recommendations to others considering the product:
If you think your team deserves a world-class product with stellar features and amazing service, HubSpot is the place to go to!
Works really well with other Hubspot tools
What do you like best about the product?
Integrated with other HubSpot tools really well
What do you dislike about the product?
Some of the features aren't as complete or deep (ie reporting) as others such as Intercom
What problems is the product solving and how is that benefiting you?
Chat with customers on our website and in our app
Service Hub multiplies our small Team
What do you like best about the product?
It is easy to build up from zero, but offers enough resources to expand and built upon.
Inserting links to service hubs & articles is super easy within Hubspot.
After sending out links to customers, the feedback you get is also helpful - as in article ratings, time spent and clicks per link.
Inserting links to service hubs & articles is super easy within Hubspot.
After sending out links to customers, the feedback you get is also helpful - as in article ratings, time spent and clicks per link.
What do you dislike about the product?
The low amount of typographic options.
Image editing is somewhat cumbersome.
Image editing is somewhat cumbersome.
What problems is the product solving and how is that benefiting you?
Giving answers to the FAQ over and over again, which sometimes require more detailed descriptions.
With pre-made articles for those we safe a lot of time and manpower to service more customers with a small team.
With pre-made articles for those we safe a lot of time and manpower to service more customers with a small team.
Good for scale ups
What do you like best about the product?
You can customize it based on your needs
You can easily modify the pipeline, tags... and get proper analytics
Easy to set up fast
The chat is good
Webform simple but good
You can easily modify the pipeline, tags... and get proper analytics
Easy to set up fast
The chat is good
Webform simple but good
What do you dislike about the product?
Not a problem of the tool itself, but it would be good to have clear tips or guidelines for setting it up.
It is that easy that every single person wants to customize it based on its ideas. In the end, you could end having a Frankestain tool made by the ideas of many people who did not have the full picture of the needs
It is that easy that every single person wants to customize it based on its ideas. In the end, you could end having a Frankestain tool made by the ideas of many people who did not have the full picture of the needs
What problems is the product solving and how is that benefiting you?
Sales Pipeline
Service pipeline
Benefits:
All communications in the same tool
Data and dashboards
Service pipeline
Benefits:
All communications in the same tool
Data and dashboards
Helpful CRM software that could use some improvements
What do you like best about the product?
HubSpot organizes our customers in a succinct and streamlined manner.
What do you dislike about the product?
When connected to email, it isn’t intuitive how to block HubSpot from adding random and meaningless (spam) contacts and companies to the CRM.
What problems is the product solving and how is that benefiting you?
We are easily able to set tasks and complete them when it comes to customer communication. The “task” setting is extremely helpful.
Recommendations to others considering the product:
How do you communicate with your clients? Are you clients assigned to certain team members or do a more than one team member communicate with the same client? These are important to consider to avoid there being too many cooks in the kitchen, so to speak.
Advisor Support Representative
What do you like best about the product?
It offers a great way to stay organized and track for analytics. It has gave us great insight on what is taking most of our time and helps us speed up task completions.
What do you dislike about the product?
I don't have any dislikes at the moment.
What problems is the product solving and how is that benefiting you?
Easy to see what takes most of our time for requests we get from emails.
Automatically sorts tickets which is great for organization.
Automatically sorts tickets which is great for organization.
Recommendations to others considering the product:
None
Intuitive platform and services. Easy to use and manage
What do you like best about the product?
The knowledge base is easy but has most of the features needed.
Inbox & tickets easy to manage to see the performance.
Inbox & tickets easy to manage to see the performance.
What do you dislike about the product?
More features on styling articles would help.
What problems is the product solving and how is that benefiting you?
We managed to transfer most of the separate processes to Hubspot and have full transparently of every department.
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