HubSpot Service Hub Reviews

HubSpot Service Hub

4.4 (172)
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Cloud-based customer service solution for firms of all sizes

Overall rating

4.4 /5
(172)
Value for Money
4.3/5
Features
4.1/5
Ease of Use
4.4/5
Customer Support
4.6/5
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172 Reviews

Josh
Josh
Overall rating
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Weekly for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Hubspot Service Hub

Reviewed on 12/11/2019

Overall, Service Hub has been a pleasantly surprising experience.

Overall, Service Hub has been a pleasantly surprising experience.

Pros

We were already using the CRM features of Hubspot and liked the idea of combining with our service desk. We automatically create tickets from chats, which makes dropping the ball on tickets harder to do. The knowledge base is flexible, and the layout templates allowed us to get on-brand.

Cons

I'd love to see an OAuth option in the future to put our knowledge base behind a login.

Alternatives Considered

Jira, Drift and Intercom

Reasons for Choosing HubSpot Service Hub

Integration with our Hubspot CRM.

Switched From

Drift

Reasons for Switching to HubSpot Service Hub

Single platform for sales and service teams. Enjoyed the look and feel of the knowledge base more. The quick insights seemed to be spot on to how we want to measure Knowledge Base success.
Thierno Ousmane
Overall rating
  • Industry: Banking
  • Company size: 501–1,000 Employees
  • Used Weekly for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

HubSpot Service Hub, a good tool for a high-quality customer support.

Reviewed on 03/09/2022

Overall, HubSpot Service Hub is a good tool to take care of our clients and keep them. We combine...

Overall, HubSpot Service Hub is a good tool to take care of our clients and keep them. We combine taking charge of their queries and asking what could be improved in our business through the Feedback surveys function. Beyond the small and medium businesses (which once again are the most to use it), more and more big companies are using this product such as BBC, Suziki, or Airstream. So, it is a very promising product to watch. If the required update is done over time, it has the all chances to thrive in the market.

Pros

To start, It is important to know what is HubSpot Service Hub. It is an all-in-one software kind of type, that gives companies (mostly small and medium ones) the ability to run good and fast customer service. The ergonomy of the website is well-done giving us good and fluid navigation pleasure. The things that I like the most about this software are :
- The Tickets function transmits all the queries of our customers concerning issues that they may face. Each ticket opened by a customer contains a number, the customer’s name, the date of its emission, the last time that the customer has been replied to, and the priority given to the case rated from low to high. This is to prioritize the cases;
- The Feedback surveys function is a survey tool to enable our customers to rate us by giving their feedback. This helps us to improve our services.
- The one-support inbox ability is a very efficient system when it to comes to gathering all the messages coming from different platforms; it can be from Facebook, Twitter, or emails. It is a message channeling system.
- The automation system is a point that anyone should notice when using this product: From sending surveys to customers automatically once a ticket is closed, to guiding the same customers through the Chatflows function, with chat automation without us having to be online. This automation (like any other one for that matter) needs to be set in advance though.

Cons

- The ticket system still needs some improvements. It would be better to add a time tracking, from a ticket being opened till it closed. It would give the sum up of the time used to close a case. This would help us for internal metrics purposes.
- Updates must be done to better optimize the search bar and fix some small bugs.

Sergio
Overall rating
  • Industry: Electrical/Electronic Manufacturing
  • Company size: 201–500 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 0.0 /10

HubSpot Service Hub is not a mature product - Stay away if you can

Reviewed on 25/01/2023

I am extremely disappointed.

I am extremely disappointed.

Pros

I like that it is connected with the CRM (which we use for sales and martketing). This is the main reason why we looked into it in the first place.

Cons

The Customer Portal that my customers see is very poor quality compared to similar tools. The interface is not customizable at all. You cannot even let the customer see in the overview of the tickets who is servicing his/her requests. I have found multiple bugs and I was told "We know. We do not have a timeline to fix this". Customers cannot even embed a picture in a message. The list could go on and on.

Alternatives Considered

Freshdesk, JIRA Service Management and Zendesk Suite

Reasons for Switching to HubSpot Service Hub

I chose HubSpot because we already use it for the CRM (sales and marketing) and because I was told that I could get most of what I wanted by the HubSpot partner that I contracted for the customization. I prepared a detailed spec of what I wanted. The partner was nice and competent, but he just did not know and promised things he should not have.
Verified Reviewer
Overall rating
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Great all-round experience and easy to use

Reviewed on 13/11/2019

The key business driver for this project was to not have to expand the CS team with business...

The key business driver for this project was to not have to expand the CS team with business growth, instead making them more efficient and able to manage a greater amount of inbound enquiries. This was achieved.

Pros

It easily integrates with many other products. It can also be used across many teams/departments so passing leads etc can flow right though the business. It was easy to integrate and migrate current data, creating pipelines for new and existing deals. Customer support is helpful, so usually resolves any technical issues we have. The interface is very user-friendly, so even the computer-illiterate users within our business find it easy to use.

Cons

Auto-assigning based on current load is not present, so assigns tickets to users who already have a high workload instead of a user who can accept more. This is perhaps the biggest time saver but is needing to be done manually at the moment.

Alternatives Considered

Freshdesk and Zendesk Suite

Reasons for Switching to HubSpot Service Hub

Price and integrations offered more flexibility
Verified Reviewer
Overall rating
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Overall system for managing your customers that keeps constantly improving

Reviewed on 13/11/2019

We started using Hubspot Service Hub overall when Hubspot presented their Chat feature. We have...

We started using Hubspot Service Hub overall when Hubspot presented their Chat feature. We have seen many improvements and new features have been implemented throughout the year so I'm positive it will become even greater tool in the future. Would recommend.

Pros

Hubspot works well as an overall system for Customer Service. Chat, Help Center and Customer surveys are easily modifiable and there's constantly new features presented.

Cons

The Hubspot chat is still relatively new service and is missing some elements which would be beneficial in professional use(such as possibility to delete messages, the search function within chat is not always as user friendly as expected.)

Brooke
Brooke
Overall rating
  • Industry: E-Learning
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Easy to keep track of issues, create surveys, automations

Reviewed on 30/11/2020

I've been working with Hubspot along with the rest of my team for 4 months and it's only getting...

I've been working with Hubspot along with the rest of my team for 4 months and it's only getting better. There is a LOT to explore and it's so easy to have everything working together.

Pros

Working with hubspot has made managing our customers much more easy. I have the ability to create surveys and see which users a replying, create automated messages, tag team members in tickets and more.

Cons

The ticketing feature is not as advanced as other services but it makes it easy when all contacts are in the hubspot CRM

Alternatives Considered

SugarCRM

Reasons for Choosing HubSpot Service Hub

Hubspot allowed us to keep all users in the crm and do a lot more all in one place

Switched From

Freshdesk

Reasons for Switching to HubSpot Service Hub

ease of use
Verified Reviewer
Overall rating
  • Industry: Sports
  • Company size: 11–50 Employees
  • Used Weekly for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Great software

Reviewed on 09/02/2021

Great experience and hard to find any faults as the features continued to be improved over time

Great experience and hard to find any faults as the features continued to be improved over time

Pros

It’s a great continuation of marketing/sales hub and provides a central place for cross team customer management and a central contact record.
The knowledge base and ticketing/pipeline feature also provides and easy way for customers to self answer or find the help they need

Cons

There aren’t many downsides to the software. It might have some limits compared to a dedicated service tool but the fact it’s part of the hubspot suite makes up for it

Alternatives Considered

Zendesk Suite

Reasons for Switching to HubSpot Service Hub

Better price and integration with other tools
Paul
Paul
Overall rating
  • Industry: Marketing & Advertising
  • Company size: 51–200 Employees
  • Used Monthly for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Great support tools for small to mid-market companies

Reviewed on 31/01/2020

Service Hub has been fantastic as a ticketing, customer feedback and chat tool. The integration...

Service Hub has been fantastic as a ticketing, customer feedback and chat tool. The integration with the rest of HubSpot ensures that I have the latest data on my customers when they are communicating with us.

Pros

Ease of use. Cost. Setup time is quick. The integration with the rest of HubSpot is one of it's biggest values. Many of the functions in Service Hub also mirror other functionality in HubSpot, so Ididn't have to learn how to use a separate suite of tools.

Cons

Inability for customers to view all of their outstanding tickets. I'd like to offer the same system that Hubspot uses to my clients with a support inbox of sorts.

Alternatives Considered

Zendesk Suite

Reasons for Switching to HubSpot Service Hub

Integration with the rest of HubSpot. Ease of use. Cost. Automation features.
Verified Reviewer
Overall rating
  • Industry: Computer Hardware
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

The new support

Reviewed on 13/11/2019

Pros

Easy to use
Implementing new functions constantly
Great support
Good SW integration

Cons

Mobile app not complete with all modules
The ticket system is new and will need some developments

Alternatives Considered

Help Desk Migration

Reasons for Choosing HubSpot Service Hub

User interface and experience

Reasons for Switching to HubSpot Service Hub

We had the marketing and we wanted a complete product
Laura
Overall rating
  • Industry: Hospital & Health Care
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Active Hubspot user for client knowledge base

Reviewed on 01/08/2023

Pros

I like that it is customizable for your needs. For me, i like to organize my clients based on industry and hubspot makes that easy.

Cons

The only con I can think of for Hubspot would be that the tasks can be hard to find if you don’t know where to look since they aren’t searchable.

Rachel
Overall rating
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Weekly for 1-5 months
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 8.0 /10

Good Overall, Can be Overwhelming/Cluttered, Still Improving

Reviewed on 03/12/2019

We are still new to the Service Hub, which is HubSpot's newest hub, but I see great potential as we...

We are still new to the Service Hub, which is HubSpot's newest hub, but I see great potential as we continue to learn and customize our instance, and as HubSpot continues to improve Service Hub.

Pros

The ticketing side of HubSpot Service Hub is very flexible conveniently and seamlessly integrated with the HubSpot CRM. The line is blurred between ticket and conversation, which makes interactions with leads and customers more human (HubSpot's whole mission, essentially). There are good integrations with Calendly (new!), Appcues, Gmail, etc. plus the native features such as tracking knowledge base views, opens and clicks on emails, logging calls, etc. that make HubSpot a central record of all customer interaction and give us visibility on the whole journey. Associating a ticket with a CRM record (contact, company, deal) is easy and extremely flexible (unlike a help desk tool I've used before): in HubSpot there doesn't have to be an exact 1:1 relationship between all those things. We can just associate whatever message with whatever record it is actually associated with (helpful for cases like consultants who use our software themselves but also help out with other users' accounts). Plus, a couple other details: 1. being able to respond to live chat in Slack is great; ultimately, you need to view the customer/lead details in HubSpot anyway, but it's good to be able to send a quick, "Hi there, let me look into that for you!" even when I'm not on the chat page in HubSpot yet; 2. the "board" view vs. the "table" view for tickets is great to visualize the pipeline. Overall, I am pleased so far, and HubSpot shows a desire to improve this tool further.

Cons

The radical flexibility and pulling all information about the customer together can get overwhelming and clutter up the screen. Luckily, you can filter out whatever you don't want to see very easily, but it's hard to know what to filter out if you're not looking at all of it to begin with. The knowledge base is not nearly as flexible as the other parts of the tool, e.g. you can't have multiple knowledge bases, and there is very little ability to customize the look/feel (although they are improving this part). Some other things that are strangely inflexible: the support/ticket form (we opted to use a marketing form instead and build a workflow to trigger a ticket, at our HubSpot account manager's recommendation!); and teams (agents can only be on one team and can only view tickets for their own team).

Joshua
Overall rating
  • Industry: Marketing & Advertising
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 7.0 /10

A great way to manage support tickets!

Reviewed on 15/07/2021

Overall, once we got past set up, it has really streamlined our support processes! Would recommend.

Overall, once we got past set up, it has really streamlined our support processes! Would recommend.

Pros

I love how easy it is to manage tickets. Tickets come in through our website and our support team is automatically notified, the tickets are assigned a team member and populated on a nice workflow so no request falls through the cracks. Roping in team members is easy for behind the scenes communication and the analytics are really cool how they track monthly tickets closed, tickets closed by team members, how long it takes to close tickets on avg, etc.

Cons

Set up can really tricky. We had to hire a 3rd party team that met with our team and walked us through set up. With the potential for all the hubspot offers, there is some complexity.

Alternatives Considered

Zendesk Suite

Reasons for Choosing HubSpot Service Hub

We still use monday.com for task tracking but for service related tickets, hubspot is just much more powerful.

Switched From

monday.com

Reasons for Switching to HubSpot Service Hub

Hubspot seemed more powerful and trusted.
Stefano
Overall rating
  • Industry: Marketing & Advertising
  • Company size: 11–50 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Straightforward, out-of-the-box service solution

Reviewed on 13/11/2019

Overall Service Hub was very easy to set up, and the breadth of features integrated well with our...

Overall Service Hub was very easy to set up, and the breadth of features integrated well with our existing instance of HubSpot. However, in some cases, this comes at the expense of fully built out features. To be expected for a relatively young product, and I look forward to these flaws being ironed out in the months to come.

Pros

The ease of setup was the best thing about it, and given that it integrated seamlessly with our preexisting HubSpot apps, it was a no-brainer. It allowed us to continue using HubSpot and expand our view of our customer interactions to include support tickets.

The aspect we have made the most use of by far is the Knowledge Base functionality. This is easy to use, clear and customisable. The recent updates to the template editor are welcome and allow us to make our help centre our own. The insights we get on the helpfulness of articles is also useful to see where refinements can be made and where we are lacking.

Cons

The ticketing functionality is extremely limited and counter-intuitive to use. You get the sense that the functionality has been half-built and rushed out. For example, you cannot use HubSpot forms to populate custom Ticket properties, which renders them almost useless as a means of collecting information about the customer's problem. The UI for ticketing should have its own 'look', as they are basically indistinguishable from contacts, making it quite difficult to read simple information, like ticket status and description.

Carrie
Overall rating
  • Industry: Leisure, Travel & Tourism
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Looking forward to more features!

Reviewed on 16/10/2019

Pros

The Service Hub is easy to set up. We've helped a lot of customers self service with the Knowlege Base and have prepped our customer service team to accept tickets for support for this upcoming season so we're really looking forward to using the data collected as part of that process. The Service Hub is still a relatively new feature so we're looking forward to added functionality that we've requested. Hubspot makes it easy to submit feedback and are pretty great about responding to requests for support.

Cons

Chat feature needs quite a bit more work to function the way we want. Keywords are needed for the Knowledge Base for those of us with multiple products and industry language.

Brian
Overall rating
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Solid customer service system that's more than a helpdesk

Reviewed on 16/10/2019

Overall it's been a significant force multiplier to our entire operations team, not just support.

Overall it's been a significant force multiplier to our entire operations team, not just support.

Pros

The integration of the service system with rest of Hubspot is a significant advantage when it comes to having all the info needed at hand when helping clients.

The flexibility of the ticketing system allows us to track several aspects of our operations in easy to digest status boards that show progress and next steps for our Production process, our demo system queue, training, installations and service, and RMA.

Cons

There's a few issues viewing extremely long email chains and a few missing options in workflow design that seem like they were oversights.

Sarah
Overall rating
  • Industry: Political Organization
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

All your client data and conversations in one place!

Reviewed on 12/11/2019

Pros

I love being able to have everything in one place - Deals, Contacts + Companies, Support Ticketing - it's made it easier for us to create external reports and to funnel info into Hubspot.

The Slack integration is the best and helps make sure balls aren't getting dropped with workflows that trigger support notifications and tasks.

Cons

The tickets are a little difficult to navigate in terms of following the thread of an email conversation. This mostly impacts new support on-call staff who are trying to catch up on open tickets. It's not the easiest to get an idea of the issue and troubleshooting to date at a glance.

Additionally, it would be nice if email conversations within Tickets were tied to Tickets a little more closely. When I reassign a ticket, I sometimes still get notified about the conversation even if I'm no longer the ticket owner. I have to go in and ALSO reassign the conversation to the new support person.

Verified Reviewer
Overall rating
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Weekly for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

A great customer service toolkit

Reviewed on 26/08/2023

Pros

Easy to use, great synergies with the rest of the HubSpot ecosystem, customer friendly

Cons

Anything that I thought could be improved has been improved and keeps getting better

Lisa
Overall rating
  • Industry: Health, Wellness & Fitness
  • Company size: 2–10 Employees
  • Used Monthly for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

HubSpot REview

Reviewed on 06/08/2024

was a great experience and I would like to know more

was a great experience and I would like to know more

Pros

I was only a user with this software but it was easy to use.

Cons

I did not ever get to be an admin with this

Gabriela
Gabriela
Overall rating
  • Industry: Computer Software
  • Company size: 2–10 Employees
  • Used Weekly for Free Trial
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

HubSpot trial experience

Reviewed on 31/07/2023

Pleasant for in its free and slightly expensive version from its most basic plan.

Pleasant for in its free and slightly expensive version from its most basic plan.

Pros

It is a comprehensive software, ranging from customer service to CRM. It also automates tasks, making the work group's time more productive.

Cons

The cost is limiting for small companies and the time it takes for a company to adapt to its use is not fast, unless it has personnel with experience in its use.

Andres
Overall rating
  • Industry: Information Technology & Services
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

It's pretty much the best Service and Customer Success Platform out there

Reviewed on 21/02/2023

Pros

Hubspot Service Hub has been instrumental in order to fulfill growth business needs

Cons

Native support to integrate with Development Tools would be great, we've already accomplish these with third-party apps

Alternatives Considered

LiveAgent, Zoho Desk, ChurnZero and Zendesk Suite
Vie
Vie
Overall rating
  • Industry: Logistics & Supply Chain
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

HubSpot for Customer Success

Reviewed on 13/09/2022

its a wonderil tool to use as a large enterprise or a small startup

its a wonderil tool to use as a large enterprise or a small startup

Pros

Ticketing, Conversations and CRM. I love how organized everything was and how it can be customized. Snippets and templates make canned responses a breeze for fast respinse yime and high customer satisfaction. integrated RingCentral calling and also being able to use LinkedIn Sales

Cons

a little laggy at times. i wish updates could be done at times that wouldnt affect operations but other yhan that its been amazing

Jon
Jon
Overall rating
  • Industry: Computer Software
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Is great to have it all together in one place

Reviewed on 13/11/2019

It took us some time to get used to the new way of working but after that period, Service Hub has...

It took us some time to get used to the new way of working but after that period, Service Hub has prove to be another Key Pilar of our daily operations.

Together with the rest of Hubpost modules ( CRM, Marketing, Website...) is a great addition to a better way of working with our clients.

Pros

The fact that you can add your Support desk to the CRM and see everything in one place is priceless.
Honestly, that is the 1 thing that made us go for it. Before we had to rely on jumping from one platform to another and on many API integrations.

We may have lost some bells and whistles that we enjoyed before, but the overall impact is positive.

We manage: Chat, tickets, feature requets, bugs and help emails from the same place. Before was a bit of a nightmare.

Cons

As I said, we lost some cool functionality that we had before in some of the features.

We hade 1 chat provider and another provider for tickets. And of course, they have some more advanced features but in the end. We could get around without them or simply be creative and do some other things.

For example, it may sound stupid, but the chat doesn't have Emojis. Emojis are key to the way you comunicate today. You can simply use Control+Comand+Space, and use the emoji window.

Ilir
Overall rating
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Hubspot Service: Work in progress but getting there

Reviewed on 12/11/2019

Like many other SaaS services, they are always updating and adding new functionality. For companies...

Like many other SaaS services, they are always updating and adding new functionality. For companies that are using other modules from Hubspot should definitely consider using Hubspot Service, it will only get better. Businesses need to incorporate all elements of the flywheel in order to ensure the best possible user experience. Keep up the good work Hubspot.

Pros

- Integrating with the website is easy and done simple steps. You don't need any technical background to do that.

- Setting up the knowledge base with articles and documentation is a simple process. Creating categories and subcategories is easy.

- If you have used the CRM, Marketing modules in Hubspot, you are quite familiar with the tickets. Some of the features have gotten better and improved.

Cons

Hubspot has much to learn from the established players in the game such as Zendesk. They lack much on the automation and since Hubspot is a preferred solution in Europe, they should have multiple language support on the knowledgebase. They should also add a smarter layout to the conversations (inbox) to not to seem as cluttered as it is now. More features are needed on the allocation of agents and have more integrations with third-party.

Luke
Overall rating
  • Industry: Construction
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

I couldn't live without it!

Reviewed on 12/11/2019

The knowledge base has been a very valuable tool for our group. We've been able to drastically cut...

The knowledge base has been a very valuable tool for our group. We've been able to drastically cut down on customer support requests as a result of the knowledge base. In the same vein, the feedback tool allows us to keep a pulse on our customer base. Lastly, the tickets portion is very user friendly and has allowed us to be more data driven when it comes to support strategy.

Pros

I love having everything in one place - tickets, surveys, and our product's knowledge base. All of the information is easy to review and report on. On top of that, it's easy to customize various parts of the Service Hub to fit your needs. The overall ease of use is what sets Service Hub apart for me.

Cons

There could be some improvements around reporting. However, there have been several made over the past year so I expect many of this shortcomings to soon be resolved.

Nadia
Overall rating
  • Industry: Hospitality
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

User Friendly and Easy to Use

Reviewed on 13/01/2022

Because we work in shifts, it is good that the same system is flued to use over many properties and...

Because we work in shifts, it is good that the same system is flued to use over many properties and many different users.

Pros

We started using it about 8 months ago and even with just a quick training session, I could use it very quickly. I also love that we can create easy to use templates, so even when other people need to answer emails, they can do it effortlessly.

Cons

We sometimes need to print email chains, and Hubspot does not allow for that - this is definitely something to add.