About HubSpot Service Hub

HubSpot Service Hub is a cloud-based customer service platform, which is designed to simplify processes for managing customer queries and improving client engagement for businesses of all sizes. It allows users to connect with customers through live chat, one-to-one customer communications, conversational bots, canned responses and more.

Key features of HubSpot Service Hub include customer feedback, surveys, insights, reporting, alerts, a customer database, knowledge base, goal management, and team email aliases. Businesses can use the platform to quickly answer customer queries by sending help documentation, recording short videos and creating custom email templates based on specific queries. It comes with an unified inbox, which records all communication and provides a full history of customer service for other representatives to refer to in similar cases.

With automated customer marketing emails and a searchable knowledge base, HubSpot Service Hub enables businesses to retain customers through streamlined, self-service access to case resolutions. It facilitates integration with several third-party applications such as Salesforce, HelloSign, Slack, GoToWebinar, CallRail, Typeform, Hotjar, Klipfolio, Lucky Orange, and more.

Pricing starting from:

USD 45.00/month

  • Free Version
  • Free Trial
  • Subscription

Key benefits of HubSpot Service Hub

• Turn customers into promoters with communication tools for carrying out conversational, contextual, interactions.

• Facilitate collaboration through the Conversations inbox which gives all team members a contextual overview of a customer's history and previous interactions.

• Turn chats and emails into actionable tickets which can be prioritized, categorized, and tracked, in order to facilitate end-to-end customer service.

• Aid customers with self-service resolutions by creating a custom Helpdesk and knowledge base for customers to access online.

• Utilize HubSpot Service Hub's feedback and advocacy tools to gather insight into customer sentiment and identify areas for improvement.

Business size

S M L

Deployment

  • Cloud-based
  • On-premises

Markets

Australia, Belgium, Brazil, Canada, Germany, Denmark, Spain, Finland, France, United Kingdom, Hong Kong SAR China, Ireland, India, Japan, Malaysia, Netherlands, Norway, New Zealand, Philippines, Sweden, Singapore, United States

Supported Languages

English

Pricing starting from:

USD 45.00/month

  • Free Version
  • Free Trial
  • Subscription

Images

HubSpot Service Hub Software - HubSpot Service Hub customer loyalty screenshot
HubSpot Service Hub Software - HubSpot Service Hub emails screenshot
HubSpot Service Hub Software - HubSpot Service Hub knowledge base screenshot
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HubSpot Service Hub video
HubSpot Service Hub Software - HubSpot Service Hub customer loyalty screenshot
HubSpot Service Hub Software - HubSpot Service Hub emails screenshot
HubSpot Service Hub Software - HubSpot Service Hub knowledge base screenshot

Features

Total features of HubSpot Service Hub: 92

  • API
  • Access Controls/Permissions
  • Account Alerts
  • Account Management
  • Activity Dashboard
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Auto-Responders
  • Automated Routing
  • CRM
  • Calendar Management
  • Call Routing
  • Canned Responses
  • Categorisation/Grouping
  • Chat/Messaging
  • Client Management
  • Client Portal
  • Collaboration Tools
  • Communication Management
  • Contact Database
  • Contact Management
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customisable Branding
  • Customisable Forms
  • Customizable Fields
  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Document Storage
  • Email Management
  • Email Templates
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • Geotargeting
  • Health Score
  • Help Desk Management
  • Inbox Management
  • Interaction Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Meeting Management
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Language
  • NPS of Customers
  • Offline Form
  • Onboarding
  • Performance Management
  • Performance Metrics
  • Pipeline Management
  • Prioritization
  • Proactive Chat
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Reporting & Statistics
  • Reporting/Analytics
  • Rules-Based Workflow
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Social Media Integration
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management
  • Third Party Integrations
  • Ticket Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Usage Tracking/Analytics
  • Virtual Assistant
  • Voice Mail
  • Website Visitor Tracking
  • Workflow Configuration
  • Workflow Management

Alternatives

Zendesk

4.4
#1 Alternative to HubSpot Service Hub
Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success,...

Intercom

4.5
#2 Alternative to HubSpot Service Hub
Intercom is the first Conversational Relationship Platform that enables businesses to deliver conversational, messenger-...

SugarCRM

3.8
#3 Alternative to HubSpot Service Hub
SugarCRM is a Social CRM tool that includes full sales, marketing and support automation, email integration, reporting,...

Freshdesk

4.5
#4 Alternative to HubSpot Service Hub
Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that...

Reviews

Overall rating

4.4 /5
(122)
Value for Money
4.2/5
Features
4.0/5
Ease of Use
4.4/5
Customer Support
4.6/5

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Showing 5 reviews of 122
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.
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

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.
Ella
Overall rating
  • Industry: Pharmaceuticals
  • 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 4.0 /10

Its good CRM but is more suited for Marketing rather than a Service Role

Reviewed on 21/10/2019

It has some great functions but compared to some other CRM services it is limited and sometimes...

It has some great functions but compared to some other CRM services it is limited and sometimes difficult to navigate

Pros

Easy to retrieve all of the information on a customer. Can keep all the records/notes/emails all under one email address.

Cons

The ticket system is not designed for high volume. You can't see if another team member is in the ticket. If the customer replies back to an closed to ticket it doesn't reopen so we miss emails unless we are double checking our notifications.
Limited reporting.

Sheldon
Overall rating
  • Industry: Financial 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

Good, but prefer more value

Reviewed on 24/05/2022

The customer service was a bit confused at rimes and got more of the big company feel rather than...

The customer service was a bit confused at rimes and got more of the big company feel rather than the we respond quickly and actually care feeling that I get from current provider.

Pros

The integrations of Hubspot are unmatched, big reason the charge big is those ecosystem integrations.

Cons

The simplicity/interface is nothing special to me. Pretty standard UI/UX. The cost for what you get is discouraging to me. It becomes quite expensive once you are off start up plan.

Alternatives Considered

Zendesk

Reasons for Switching to HubSpot Service Hub

Seemed cleaner and easier to use, but became too expensive and started shopping for new option in Freshdesk.
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

Reasons for Switching to HubSpot Service Hub

Price and integrations offered more flexibility
Showing 5 reviews of 122 Read all reviews

HubSpot Service Hub FAQs

Below are some frequently asked questions for HubSpot Service Hub.

HubSpot Service Hub offers the following pricing plans:

  • Starting from: USD 45.00/month
  • Pricing model: Free Version, Subscription
  • Free Trial: Available

HubSpot Service Hub is free to get started and will grow with you. Service Hub Starter starts at $45 per month. Service Hub Professional starts at $450 per month. Service Hub Enterprise starts at $1,200 per month. See more information here: https://www.hubspot.com/pricing/service?edition=starter&term=monthly

HubSpot Service Hub has the following typical customers:

2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001-5,000

HubSpot Service Hub supports the following languages:

English

HubSpot Service Hub supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

HubSpot Service Hub integrates with the following applications:

360NRS, Accelo, Actionstep, AdRoll, AdStage, Adam.ai, AgencyAnalytics, Airtable, Aloware, Ambassify, Asana, Autopilot, Aysling, Bedrock Data, BigTime, BrightTALK Channels, BuiltWith, Call Loop, CallRail, Canva, ClearVoice, CoSchedule Marketing Suite, Cookiebot, Coupler.io, Cyfe, DataHero, Databox, DepositFix, Dialpad Meetings, Drift, Eventbrite, Fivetran, Fomo, Forecast, Gmail, GoTo Webinar, GoToWebinar, Google Calendar, Google Contacts, Google Meet, Google Sheets, Gravity Forms, Grow, HelloSign, Instagram, Instapage, Intercom, Jotform, Justuno, Klipfolio, Leadfeeder, LinkedIn for Business, LoyaltyLion, Lucky Orange, Mailchimp, ManyChat, Meta for Business, Modus, NeverBounce, Odoo, OptinMonster, Outgrow, PSOhub, Paycove, PhoneWagon, Pipedrive, PowToon, Privy, Project Buddy, Promo.com, Proposify, Pure Chat, Quuu Promote, Retreaver, Ringover, Sakari, Salesforce Sales Cloud, Salesmsg, Seventh Sense, Shopify, Sigstr, Skyvia, Slack, SnapApp, Stitch, Stripe, Stripo.email, Supermetrics, SurveyMonkey, Teamwork, Trello, Twitter, Unbounce, Vidyard, Wistia, Wix, WooCommerce, Woopra, WordPress, Zapier, Zoho Analytics, Zoom Meetings, monday.com

HubSpot Service Hub offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

Related categories

See all software categories found for HubSpot Service Hub.