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HubSpot

HubSpot Service Hub

Composite Score

8.8 /10

CX Score

9.0 /10

329 Reviews Write a Review

What is HubSpot Service Hub?

To increase customer retention, you need to focus on delivering customer value. Service Hub turns your customer experience from a cost center to a revenue driver. Service Hub brings all your customer service data and channels together in one place, and helps scale your support through automation and self-service. More time for proactive service that delights, retains, and grows your customer base.

Company Details

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Awards & Recognition

HubSpot Service Hub won the following awards in the Customer Service - Enterprise category

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2025 Data Quadrant Champion

Latest Award, 2025

9 Top Rated Capabilities

10 Top Rated Features

Latest Award, 2025

2024 Emotional Footprint Champion

2024

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation
Conflict Resolution

2024

2024 Data Quadrant Champion

2024

8 Top Rated Capabilities

10 Top Rated Features

2024

2023 Emotional Footprint Champion

2023

Strategy and Innovation
Service Experience
Product Impact
Conflict Resolution

2023

2023 Data Quadrant Champion

2023

7 Top Rated Capabilities

11 Top Rated Features

2023

2022 Emotional Footprint Champion

2022

Service Experience
Conflict Resolution

2022

2022 Data Quadrant Champion

2022

5 Top Rated Capabilities

10 Top Rated Features

2022

HubSpot Service Hub Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on HubSpot Service Hub.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

89 Likeliness to Recommend

97 Plan to Renew

81 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+91 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love HubSpot Service Hub?

1% Negative

5% Neutral

94% Positive

Pros

Respectful
Performance Enhancing
Enables Productivity
Fair

Feature Ratings

Average 82

Customer Service Knowledge Management

Customer Community Management

Customer Self Service Capabilities

Analytics and Reporting

Contact Center Integration

Agent Scripting

Intelligent Search

Multi Channel Support

Agent Collaboration

Customer Service Workflow Management

Mobile Customer Care

Vendor Capability Ratings

Average 82

Ease of Implementation

Quality of Features

Business Value Created

Usability and Intuitiveness

Ease of Data Integration

Ease of IT Administration

Availability and Quality of Training

Product Strategy and Rate of Improvement

Vendor Support

Breadth of Features

Ease of Customization

Also Featured in...

Customer Success

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View HubSpot Service Hub in this category (opens in a new tab)

Knowledge Management

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View HubSpot Service Hub in this category (opens in a new tab)

HubSpot Service Hub Reviews

Jackson M.

Role: Operations
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Sep 2021

Tons of capability and features!

Likeliness to Recommend

9 /10

What differentiates HubSpot Service Hub from other similar products?

Features and ease of use

What is your favorite aspect of this product?

IT service management

What do you dislike most about this product?

so much capability and features can be a bit overwhelming

What recommendations would you give to someone considering this product?

do your research

Pros

Reliable
Performance Enhancing
Enables Productivity
Trustworthy

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Anonymous Reviewer

Submitted Sep 2021

Awesome and easy to use knowledge base management

Likeliness to Recommend

9 /10

Pros

Respectful
Security Protects
Reliable
Efficient Service

Cons

Commodity Features
Charges for Enhancements

Alexandra V.

Role: Operations
Industry: Other
Involvement: Initial Implementation

Validated Review

Verified Reviewer

Submitted Sep 2021

Great tool for managing customer service

Likeliness to Recommend

10 /10

What differentiates HubSpot Service Hub from other similar products?

Knowledge based platform with live Chat and Bots for faster response times to customer enquiries.

What is your favorite aspect of this product?

Easy to create and manage tickets direct from chats. Its user friendly tool making it easier to use and can be used across many teams/departments. Flexible knowledge base which is easy to set up and customize. Easy to migrate and integrate data. Easy to retrieve data from the Chats and excellent customer support to solving technical issues.

What do you dislike most about this product?

Nothing. It solves all our customer issues and problems.

What recommendations would you give to someone considering this product?

Great tool which will improve efficiency of your customer service team and improve on managing customer enquiries quickly.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Latest Research

HubSpot Service Hub

What is HubSpot Service Hub?

Company Details

Need Assistance?

Awards & Recognition

2025 Data Quadrant Champion

2024 Emotional Footprint Champion

2024 Data Quadrant Champion

2023 Emotional Footprint Champion

2023 Data Quadrant Champion

2022 Emotional Footprint Champion

2022 Data Quadrant Champion

HubSpot Service Hub Ratings

89 Likeliness to Recommend

97 Plan to Renew

81 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+91 Net Emotional Footprint

How much do users love HubSpot Service Hub?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Customer Community Management Creation and management of branded and focussed user communities.

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and service professionals e.g. team-based customer service.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Also Featured in...

Customer Success

Knowledge Management

HubSpot Service Hub Reviews

Jackson M.

Tons of capability and features!

Likeliness to Recommend

Pros

Awesome and easy to use knowledge base management

Likeliness to Recommend

Pros

Cons

Alexandra V.

Great tool for managing customer service

Likeliness to Recommend

Pros

Most Popular HubSpot Service Hub Comparisons

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Title

Feature Ratings

Customer Service Knowledge Management

Customer Community Management

Customer Self Service Capabilities

Analytics and Reporting

Contact Center Integration

Agent Scripting

Intelligent Search

Multi Channel Support

Agent Collaboration

Customer Service Workflow Management

Mobile Customer Care

Vendor Capability Ratings

Ease of Implementation

Quality of Features

Business Value Created

Usability and Intuitiveness

Ease of Data Integration

Ease of IT Administration

Availability and Quality of Training

Product Strategy and Rate of Improvement

Vendor Support

Breadth of Features

Ease of Customization