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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Real user data aggregated to summarize the product performance and customer experience.
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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
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?
Pros
- Respectful
- Performance Enhancing
- Enables Productivity
- Fair
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Customer Service Knowledge Management
Customer Community Management
Customer Self Service Capabilities
Contact Center Integration
Agent Scripting
Analytics and Reporting
Multi Channel Support
Intelligent Search
Agent Collaboration
Customer Service Workflow Management
Mobile Customer Care
Vendor Capability Ratings
Ease of Implementation
Business Value Created
Quality of Features
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
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HubSpot Service Hub Reviews
Ganna M.
- Role: Vendor Management
- Industry: Other
- Involvement: Vendor Management and Renewal
Submitted Sep 2021
Great product, very easy to use.
Likeliness to Recommend
What differentiates HubSpot Service Hub from other similar products?
This product is more friendly
What is your favorite aspect of this product?
Transparency and comfortable use. Easy to manage all tasks and see chronology
What do you dislike most about this product?
Notifications for reminders
What recommendations would you give to someone considering this product?
I believe this is a great product for start-up company
Pros
- Effective Service
- Saves Time
- Helps Innovate
- Continually Improving Product
Rodney D.
- Role: Sales Marketing
- Industry: Technology
- Involvement: End User of Application
Submitted Sep 2021
Unified CRM that enhanced our quality of service
Likeliness to Recommend
What differentiates HubSpot Service Hub from other similar products?
Having used other CRMs in the past HubSpot has helped us get more using less software. We are in our first year of use and can see there is still a lot of untapped potential but having all information in one place has been extremely successful and advantageous to our company. Workflows assist with automating formerly manual processes (and removed our need for workflow management software or the use of API to do the same). Reports to see performances and a highly customizable interface to segment data and get the most out of it. All quite easy to set up and manage.
What is your favorite aspect of this product?
HubSpot offers "views" or customizable dashboards with segmented data. The ability to add your own metrics and data allow for you to very easily create different customer journeys and see the outcomes while also managing your conversations with clients within these views. Saved time!
What do you dislike most about this product?
After importing data from another CRM and while getting started depending on the nature of your business de-duplication can be a manual process keeping your data clean. Permissions can become confusing but this is potential we are still working with improving and having a full understanding of.
What recommendations would you give to someone considering this product?
Make use of the deep knowledge base and community! If you're having any struggles others likely did too, and HS does a great job of bringing that all forward for you and your organization.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Marissa W.
- Role: Operations
- Industry: Technology
- Involvement: End User of Application
Submitted Sep 2021
Very useful product!
Likeliness to Recommend
What differentiates HubSpot Service Hub from other similar products?
You can tie your sales platform and service hub into one product so that all correspondence between customers and internal members is under one umbrella in one central location for reference.
What is your favorite aspect of this product?
Definitely the conversations inbox. It was easy to use and differentiate between tasks. We originally wanted to utilize the tickets feature but ended up using this way more as it was very helpful to our team.
What do you dislike most about this product?
The fact that the tickets did not operate in the same way as the conversation inbox feature - ie when an email thread was responded to, it would not re-open the ticket the same as tickets would re-appear in the conversation inbox. This was our teams biggest issue with this hub. I also disliked the way the pipeline did not populate real time, when you changed the status of a ticket you would have to refresh the page rather than being able to see it move alongside the change made.
What recommendations would you give to someone considering this product?
Definitely utilize the service hub chat feature (or support)
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Trustworthy
