HubSpot Service Hub is a cloud-based customer service platform designed for small to large businesses manage contacts, requests, deals, appointment schedules and more. Key features include reporting, lead generation, marketing automation and conversion analytics.
HubSpot Service Hub comes with a customer relationship management module, which allows enterprises to organize customers’ details and track the progress of interactions and sales pipelines across all social media platforms, by getting real-time notifications on log activities. Its team email tool lets users link shared mail address to a collaborative inbox and centralize conversations, improving transparency across teams. Additionally, its help desk and ticketing module helps users record and resolve customer issues and demands, by monitoring clients’ history, agents’ response time and feedback.
HubSpot Service Hub facilitates integration with a various third-party solution such as SurveyMonkey, Eventbrite, Wistia, Zendesk and more. Pricing is available on monthly subscriptions and support is extended via phone, live chat and documentation.
Josh A. Especialidade: Serviços e tecnologia da informação Número de funcionários: 13-50 funcionários
Overall, Service Hub has been a pleasantly surprising experience.
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.
I'd love to see an OAuth option in the future to put our knowledge base behind a login.
Brigitte S. Especialidade: E-Learning Número de funcionários: 13-50 funcionários
I have really appreciated the Customer Support provided by HubSpot; they are quick to find resolutions to problems, and their support team is courteous and friendly. The ease of use of the product, despite some shortcomings, will allow our Support team to automate more and scale up faster and more effectively.
I love how convenient it is to make filters to see your tickets, change the status or update ticket fields, add "Snippets" for responses frequently used, and how easily conversations are looped together without creating duplicate tickets. Even duplicate tickets can be merged together seamlessly!
I also love how easy it was to create and edit a "Contact Us" form, along with creating the workflow for the response email. It really gives us the power to do more with fewer technical skills needed.
I would like for them to improve how companies are added to inbound customers who may not already be in the CRM; it is harder to automate/add to pipelines, as we are a B2B company, and the users of our product are most often not already in the CRM.
I would also love to be able to edit the email content previous to my responses; oftentimes our Client Success Managers will send emails forwarding a request from a customer, and I have to copy the previous email sent to exclude the instructions from the CSM. It takes a little extra time.
The other item I would like to be able to do is to paste small excel tables into the body of an email; I've had to switch to attaching the excel documents or reformatting the content to be in the style of bullets.
Ella H. Especialidade: Indústria farmacêutica Número de funcionários: 13-50 funcionários
It has some great functions but compared to some other CRM services it is limited and sometimes difficult to navigate
Easy to retrieve all of the information on a customer. Can keep all the records/notes/emails all under one email address.
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.
Consie B. Especialidade: Materiais de construção Número de funcionários: 13-50 funcionários
Overall, the ticketing in the service hub is what i would like to acknowledge. This is very time savvy, and helps coordinate the workload of the team. It is viewable by everyone and each team player is held accountable for the turn around of their work. In our business we have a response time of 24-48 hours, and the tickets just show you the details you need to know and the whereabouts of that response. This is essential for the front of house team to be able to relay to the client at any given moment and any team member can do this.
I use this software daily and the most part of my job i am using the service hub. This mainly consists of the use of tickets that enable team members to have a solid view of the workload as well as the general outer team can see. I like most about this software that every move can be held accountable, someone is responsible for everything that goes in there and it makes everyone work as a team.
Some more automation would be good, i guess it is somewhat hard given the details it pulls. But when it automatically pulls information that you know you have changed, this can sometimes be very frustrating and also can cause contacts/ companies to associate more 10,000 engagements very fast and overfill the CRM very fast.
Rachel H. Especialidade: Software Número de funcionários: 51-200 funcionários
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.
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.
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).