Service Hub Enterprise
HubSpotReviews from AWS customer
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Not sure if user-friendly set-up offers enough customization
What do you like best about the product?
1. Ability to set up a knowledge base in 5 min.
2. Ability to customize with logo and use template layout
3. Search functionality and tagging
2. Ability to customize with logo and use template layout
3. Search functionality and tagging
What do you dislike about the product?
1. Lack of template/sample articles
2. Lack of "readability score"
3. Lack of "Was this useful?" metrics for viewers
4. Lack of customized privacy settings (e.g. customer access only)
2. Lack of "readability score"
3. Lack of "Was this useful?" metrics for viewers
4. Lack of customized privacy settings (e.g. customer access only)
What problems is the product solving and how is that benefiting you?
Customers do not understand how to use our tool, and they find it hard to understand the methodology behind it. We are trying to improve quality and quantity of customer-facing resources. We have not yet realized any benefits, because we have not yet connected it to a domain.
Recommendations to others considering the product:
Understand what the functionality will be ahead of purchasing.
HubSpot Review 2020
What do you like best about the product?
Ticket creation and allowing the merging of tickets, creation of deals to associate with the ticket. I also appreciate that someone from HubSpot is readily available through multi-media means to assist when something goes wrong in HubSpot. This has helped us a few times once we lost an important ticket, or some emails were not coming through.
What do you dislike about the product?
Sometimes the system glitches, but that is truly it. The system used to allow us to create multiple tickets from one conversation, but a recent upgrade has ceased that ability. This is a feature we use pretty commonly as sometimes we need to create separate tickets from one email/conversation, as this also makes the ticket creating process easier to use from conversation to ticket for my CSRs.
What problems is the product solving and how is that benefiting you?
The ease of finding what we quote and easily tying it to an order, and any follow up needed/interaction. The trackability is very helpful for us in the manufacturing industry. The ease of use is helpful as well, and the lay out is aesthetically pleasing and the flow makes sense for my team and I. It is also helpful for us to be able to use this platform across our departments here at Dake.
Recommendations to others considering the product:
I would recommend to try out the free version, see if it makes sense for your company. But. if you need to keep track of order placement, quotes, or any customer interaction: this has been the platform I have been most satisfied with.
Has the basic functionality needed but missing some key features
What do you like best about the product?
Tagging options, reporting on metrics, automation functionality
What do you dislike about the product?
No way to respond to tickets via mobile device. No live chat functionality.
What problems is the product solving and how is that benefiting you?
Ticketing solution that works well with CRM managed by sales/marketing. It has helped keep all the data in one place.
Hubspot satisfaction review
What do you like best about the product?
Hubspot representatives are always willing to help out on chat or on the phone and are very quick to answer.
What do you dislike about the product?
Sometimes it is hard to explain what the problem through chat and even video
What problems is the product solving and how is that benefiting you?
How to create better workflows and warranty tickets. Quick responses have helped
Recommendations to others considering the product:
Be patient in solving problems
HubSpot is very User Friendly
What do you like best about the product?
I appreciate the ability to access customer accounts quickly, and how everything is organized within the accounts. It is very easy to navigate, and makes my work day easier (minus the chat section).
What do you dislike about the product?
I do not like that you cannot limit the number of incoming chats. This makes handling live chats a bit impossible, particularly around the holiday time. We can get 1 chat in at at time or 100 etc. Makes it a bit impossible to handle, even with a full team of Customer Service Advocates. Also, the notifications for chat are not reliable - some days it works & some days it does not. Another thing, in order to be alerted of new chats or chat replies you must have a HubSpot Tab open & visible solely for CHAT. Which makes it hard to multi-task using two screens - defeats the purpose of trying to multi-task.
What problems is the product solving and how is that benefiting you?
I have been trying to solve the above issues with the chat section since we started using HubSpot - but have yet for it to be resolved.
I use HubSpot all day in my job on servicing my customers with multiple issues. I use chat, email, and tickets.
I use HubSpot all day in my job on servicing my customers with multiple issues. I use chat, email, and tickets.
Recommendations to others considering the product:
HubSpot is a great platform to use to manage customer account platforms, Marketing needs, etc.
Supported Support
What do you like best about the product?
The platform is easy to use, quick to make adjustments, and overall a lot less of a headache than many other platforms out there. What really makes the difference though is that the HubSpot team is incredibly helpful, the knowledge base and training available are vital, and the platform is constantly growing and improving based upon user feedback.
What do you dislike about the product?
It is still a newer ticketing platform, so there are some functions that are missing overall, though this list continues to decrease as the platform becomes more robust.
What problems is the product solving and how is that benefiting you?
We are able to integrate all of our client information into one place. Tickets, marketing emails, sales activity, etc works hand-in-hand with each other to allow each team to have a more robust view of the client whenever they need.
Easy tool to set up and customize
What do you like best about the product?
The workflows allow us to send out trigger emails depending on the customer's response to the NPS surveys
What do you dislike about the product?
Wish we could have a way to resend it to non openers or non NPS survey completers; also wish we could separate NPS survey for Customer type A and Customer type B in the analytics dashboard
What problems is the product solving and how is that benefiting you?
Understand how to use the analytics and dashboard features better
Recommendations to others considering the product:
Easy use for NPS surveys, could use more work on the reporting. Wish we could download the analytics.
A fantastic service that never stops
What do you like best about the product?
I love the ease of use that comes with HubSpot. That being said, if help is needed they are right around the corner. I've been using HubSpot for a little over two years now and between the service itself, the customer service, and the features that don't stop coming, I can't complain. Any time I need assistance or have an issue, they are quick to respond and solve all of my problems.
What do you dislike about the product?
Out of all of the good, the only bad I can say is that there are some features that are not implemented that could be. This is true with most services, I would assume, so it's really more of a nitpick than a concrete "dislike." Any time there is an issue with a feature not being available, I find that I am notified rather quickly of a new update that includes said feature!
What problems is the product solving and how is that benefiting you?
Our customer service relies heavily on HubSpot Service Hub and that alone has led to tremendous benefits. Whether it's answering customer requests submitted by ticket, updating and maintaining our knowledge base, or gathering customer feedback to help us understand what does and does not work, the Service Hub is a home-run.
Hubspot, the all in one.
What do you like best about the product?
Hubspot has a lot of capabilities there for you to be able to automate and streamline most of your day to day operations.
What do you dislike about the product?
There are some restrictions with the workflows and in obtaining certain data that can sometime cause delays
What problems is the product solving and how is that benefiting you?
Correcting issues in our processes that were set in place before I was in the position of our companies Hubspot Admin. Streamlining and automating aspects of tracking our clients purchases and projects
Recommendations to others considering the product:
Take a look at the help center and integrations list to get a good understanding of the system. Their articles are very insightful!
Excellent, customer focused Service package
What do you like best about the product?
Intuitive use and setup - easy to integrate and familiar interface. Very simple to see email threading. Communal ticketing and automation flows generally excellent
What do you dislike about the product?
No current integrated client service portal - we needed to manufacture our own using 3rd party tools and approved integrations. Not necessarily a problem but you will need to bear in mind
What problems is the product solving and how is that benefiting you?
Single view of the client from initial contact through the sales process and handover to service is now being realised. We are able to easily correlate al issues under customer records and sync our communications easily
Recommendations to others considering the product:
Excellent if you have any other parts of the growth suite in play
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