Service Hub Enterprise
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The Best Tool for client service in your Startup
What do you like best about the product?
You can easily configure chat flows and link forms directly from your website to HubSpot.
With Pro Account, you have a knowledge base and conditional chats. Very powerful.
The support from the Hubspot team is perfect.
If you are a startup, you could apply for a startup program with 90% off
With Pro Account, you have a knowledge base and conditional chats. Very powerful.
The support from the Hubspot team is perfect.
If you are a startup, you could apply for a startup program with 90% off
What do you dislike about the product?
Everithink is fine, but maybe more capabilities in the starter account.
What problems is the product solving and how is that benefiting you?
We are communicating better with our clients through different channels such as Email campaigns, forms, chatbot, live chat, Support Tickets, and more,
Recommendations to others considering the product:
You can easily configure chat flows and link forms directly from your website to HubSpot.
With Pro Account, you have a knowledge base and conditional chats. Very powerful.
The support from the Hubspot team is perfect.
If you are a startup, you could apply for a startup program with 90% off
With Pro Account, you have a knowledge base and conditional chats. Very powerful.
The support from the Hubspot team is perfect.
If you are a startup, you could apply for a startup program with 90% off
Easy to Use!
What do you like best about the product?
I love HubSpot Service because it gives me so many great benefits for customer service without having to purchase yet another software. It's easy to use and has all of the features we need plus some. True to HubSpot, there are also many helpful videos and trainings to get you started as well as use cases. HubSpot service has helped keep us organized and stay on top of our customer needs as well as keep our internal processes in check. Before we used HubSpot Service, we were using either Trello or a Google Doc to track and monitor progress. As I'm sure you can imagine, this was quite messy and led to mistakes being made. HubSpot Service was easy to set up and allowed us to quickly fix our processes.
What do you dislike about the product?
I can't think of anything so far it has been great!
What problems is the product solving and how is that benefiting you?
We have two use cases (1) Internal - where we create pipelines for our internal client onboarding to ensure everything is on track and there is visibility by all parties. (2) External - we use Support to keep track of and respond to our customer support requests from clients. The software has helped us to ensure we are staying on track of everything without having to have multiple softwares. Even those that think they don't like process, quickly realize how much better it makes everything when there is a clear, defined and easy to navigate process.
Service Hub
What do you like best about the product?
Since our sales team used Hubspot it made sense to move our ticketing here too. We've been pretty happy with the Company and Contact information, and how easy it is to add custom properties to track the data points that matter to us. We've also recently implemented the CES feedback survey, which is really helpful to get client feedback on how my team did in helping them.
What do you dislike about the product?
The notifications seem a bit wonky at times. All the tickets are there, but we occasionally miss a "Client Responded" ticket status when we are focusing on the new incoming ones and there is no email notification for that specifically which would make them less like to miss.
It would be great to see more of the recent ticekts in the ticket view on the right side of the screen. We have so many interactions with some of our clients that I want to see more ata glance, instead of leaving the ticket I am in to check others.
It would be great to see more of the recent ticekts in the ticket view on the right side of the screen. We have so many interactions with some of our clients that I want to see more ata glance, instead of leaving the ticket I am in to check others.
What problems is the product solving and how is that benefiting you?
Trackable client interactions. I love that we can see that they have opened or clicked within an email. Streamlined info between the sales and support teams. Feedback surveys to help us imporve our processes further.
Everything you need in one place
What do you like best about the product?
Keeps all correspondence in one place whether it is their ticket, live chats, forms etc. All team members can be kept in the loop.
What do you dislike about the product?
Templates are only accessible based on the 1st 5 uploaded instead Of being able to choose 5 that free users get to utilize.
What problems is the product solving and how is that benefiting you?
We are able to assist all customers in an efficient and thorough way. It also helps keep our team on one page and accountable.
Recommendations to others considering the product:
It is a very helpful tool for providing great customer service with a large team
Easy & Effective
What do you like best about the product?
I like the intuitive setup and ability to add to it. I also, like the functionality of it. It is providing clients (and their customers) real benefit by answering the questions they ask most often in Knowledgebase articles. I also love the chat tool. The ticketing portal is also very user friendly and easy for customers to maintain.
What do you dislike about the product?
There is not anything I have found that I dislike.
What problems is the product solving and how is that benefiting you?
We are using it mainly to help customer service departments field the most common questions (digitally) so that they are spending less time fielding phone calls - which also helps the customers get answers on how they want them and immediately.
Some features missing
What do you like best about the product?
Good knowledge base and helpful team. Good to have the connection to the marketing suite too.
What do you dislike about the product?
Limited social media connections and reporting focuses on marketing
What problems is the product solving and how is that benefiting you?
Our customer service suite use this as their main tool
Recommendations to others considering the product:
Needs more progress to have common features as standard
HubSpot Service Hub
What do you like best about the product?
Everything is in one spot & easily accessible.
The interface is easy to navigate and find my way around.
The custom reporting is great for tracking how things are going.
The ability to connect with customers and solve their problems instantly via chat is a huge help.
The interface is easy to navigate and find my way around.
The custom reporting is great for tracking how things are going.
The ability to connect with customers and solve their problems instantly via chat is a huge help.
What do you dislike about the product?
The majority of what you need costs more money. This is not a great product for newer businesses who are still in the early growing stags.
What problems is the product solving and how is that benefiting you?
One major benefit is the ability to collect all our information in one spot for lead generation. This business is currently shifting to a newer online market so it has been great for differentiating our clients and answering questions right away.
Recommendations to others considering the product:
Be sure to consider whether you want to upgrade to the larger subscriptions. You may find it is a better deal than piecemealing everything together, but you might also find you can get more for your money by picking and choosing individual services elsewhere. It really just depends on what your business needs.
Happy and looking for workarounds
What do you like best about the product?
The possibility of creating workflows to achieve my goals. When a teammate asks for something to help them (reports, or seeing certain information in a certain way, for example) almost always I say yes, we can do that in Hubspot.
What do you dislike about the product?
There are things I need to find workarounds for, such as the migration of historical emails in our Gmail, make the triggers work properly, or locate errors within the workflows that aren't so clear to me. It takes me a while to find solutions when I don't find a workaround quickly.
What problems is the product solving and how is that benefiting you?
Basically solving workaround issues with support. Some times they give me good ideas and other times they give me a bit of insight into what I'm trying to do, so they may not be giving me the answer but the information I need to figure it out myself.
Recommendations to others considering the product:
Take into consideration that the historical email data won't be able to be migrated, as well as the migration of previous calls done is not possible either. It is a good tool for workflows and to get things done automatized, which is great, although you will need somebody that has the time and the (at least mental) resources to figure out how to set everything up.
Great experience and tools to support the customer facing teams in streamlining workflows.
What do you like best about the product?
The ticketing bit and reports generation on dashboard.
What do you dislike about the product?
Limitation of SMS and other forms of communication within Hubspot.
What problems is the product solving and how is that benefiting you?
Pipeline management for customer management and knowledge base for resolving issues.
Hubspot is by far the best CRM platform I've used
What do you like best about the product?
The platform itself is very intuitive and the integrations are superb.
What do you dislike about the product?
Not much to be honest, think it would be good to highlight new features more often perhaps.
What problems is the product solving and how is that benefiting you?
Integrations with marketing platforms are brilliant - it allows us to fully understand our customer journey.
Recommendations to others considering the product:
Go for it - very easy to get the hang of it.
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