HubSpot Service Hub

Avantages

Je suis partisan de HS. Je l'ai utilisé dans deux sociétés différentes et de deux façons différentes. Pour moi, l'outil est complet et permet une gestion optimale du support client.

Inconvénients

HS propose paradoxalement trop de fonctionnalités au détriment d'une certaine simplicité.

Avantages

Using HubSpot's Service Hub is simple and straightforward. Numerous FAQ-answering video guides are available. These undoubtedly cut down on the amount of time spent communicating with support staff. However, the help desk is top-notch and always available. They're better than I could have hoped for.

Inconvénients

As the size of your team grows, you'll need to buy more seats to keep everyone on the same platform. It would be fantastic if purchasing the platform didn't restrict you to a specific amount of seats.

Avantages

I find it helpful that we have dashboards to track the outcomes of our efforts, both individually and collectively. Integration inside an organization is facilitated by the system's compatibility with other programs.

Inconvénients

It can be time-consuming for Hubspot data to be imported into other programs. There are several nice to use dashboards, but they can be slow to load.

Avantages

The part I liked most about HubSpot is how much assistance they provide to new customers learning the system. It made onboarding a breeze.

Inconvénients

I didnt like how much automation had to be done to make everything work the way we needed to. Honestly it was expected though.

Avantages

Integrated with Sales Hub and Marketing Hub, one stop solution for both pre-sales and post-sales.

Inconvénients

Poor UX for support ticketing, lacking in core functionality, behind the curve on AI capabilities.

Avantages

Fits in incredibly well with the rest of the HubSpot tech stack (which we also use). Lots of customizability to fit our business' support requirements.
Chose between Zendesk, this gave us more features (e.g. unlimited web-to-ticket forms - which Zendesk said they did, but then said no after we'd signed up).

Inconvénients

Not much to dislike, if you're part of the HubSpot ecosystem, this will be easy to use for you!

Alternatives envisagées 

Pourquoi passer à HubSpot Service Hub

Avantages

Hubspot has great off the shelf, free integrations with host of services I.e. WordPress, WooCommerce, Magenta, Shopify and many more. In addition it has a great community both on and off thr platform as well as a well documented API with examples for many OOP languages. It's popularity had also spawned uncountable opensource projects on GitHub if you need customisation to integrate for something unconventional.

Inconvénients

Pricing and pricing plan features could be more accommodating for smaller businesses

Avantages

HubSpot Service Hub is the best CRM service we ever used

Inconvénients

the least we like about this is its bit unorganized

Avantages

The wide range of capabilities that this software has is great for automating repetitive and time consuming Q and A sessions with clients. Being able to establish a knowledge base for your clients and your team, is my personal favorite.

Inconvénients

Initial setup is difficult and may require assistance for those not familiar wit similar tools.

Avantages

The service was prompt in reaching outcand figuring out what needed

Inconvénients

They were slightly fast with the type of services i wasnt in tge narjet for at the time

Avantages

I liked how easy it was to monitor our employees contacts and activities.

Inconvénients

Had to watch a few videos on how to get started.

Avantages

Hubspot Service Hubs allows my team to be on the same page. We can not only see what everyone is working on and assist where needed but the resources available to my team members and therefore to our customers are all in the same space. It makes streamlining business practices much easier than we had experienced in the past.

Inconvénients

The software lacks a couple of keys features and the timelines/feeds are not the most efficient presentation as far as finding what you are looking for. For example, if we tag a user in a ticket who is coming into the ticket fresh, we've found that it's difficult for them to get caught up in an easy manner. It takes a little digging. that being said, Hubspot is continuously updating the software on the back end with the items that the Hubspot Community of users upvotes as important to the,m. This has created a trust in Hubspot that these hiccups will be adjusted and the user platform will continue to improve month to month.

Avantages

Hubspot has allowed us to save time and reach our customers on a whole new level. Once we implemented Hubspot the possibilities truly became endless. From a sales perspective we have learnt valuable ways to reach our customers through the sales blog, templates and snippet suggestions etc. In addition we have been able to market to our clients using platforms we didn't even know were possible. Created personalized landing pages, calendar links to schedule meetings and calls saving time going back and forth. Not to mention automation and work flows- a time saver!!! Cant rave enough about using Hubspot and cant wait to see waht they come out with next!!!

Inconvénients

Honestly, I think thing we like least about the software is that you cant use the social features to post videos to Instagram from the social hub. Other than that there isn't anything we dont like!

Avantages

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

Inconvénients

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 envisagées 

Pourquoi passer à HubSpot Service Hub

Avantages

- easy to set up
- easy to use
- easy to implement
- easy to edit / add users

Inconvénients

the only con is that it would be great to enable a form before connecting the user to a sales rep

Avantages

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

Inconvénients

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

Avantages

Really easy to use and start operating as a small business was super helpful.

Inconvénients

When you need additional features its going to cost you.

Avantages

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

Inconvénients

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.

Avantages

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

Inconvénients

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

Alternatives envisagées 

Avantages

Knowledge management is the feature I like most, and how easy to connect it with chat and use it for customer benefit.

Inconvénients

Nothing. It has all the features required to fulfil the requirement of the service team and product team.

Avantages

Easy to deploy, administer, use. In one month, most of the customer service cases are in production. Migration and integration with other platforms are also very easy and in record time. A new generation of SaaS.

Inconvénients

It is design to work with Marketing Hub and/or Sales Hub. If you need to integrate to other software, it may require the development of a middleware to migrate data (KB).

Avantages

We use live chat on our site and I love how it is integrated with the ticketing system so that those chats can be converted into tickets when necessary. We also love that we can use Slack to chat live instead of having to use the HubSpot interface.

Inconvénients

It is a little cumbersome, but that is only because there are so many features and functionality. The free plan offers a ton, but once you need those extras, it gets pricy pretty quickly.

Alternatives envisagées 

Pourquoi choisir HubSpot Service Hub 

Logiciel antérieur 

Avantages

Using the HubSpot Service Hub is very easy. It is not a complex product or full-blown content management tool like other well-known support tools. It is a nice add-on for HubSpot that helps fill out the portfolio of other features available via their offering. It allows users to quickly build and structure a simple knowledge base, and the contextual search feature is very helpful.

Inconvénients

While it is extremely easy to use, it is also a fairly basic set of tools. It is not as robust as some other customer support applications like Freshdesk, Zendesk, or SalesForce. The only concern we have is that we may need to transition to one of these other services if we find we need more control over the UX/UI of our support portal or need to expand support across many other channels. HubSpot continues to add new site templates and that's a good thing, but the Service Hub is still a pretty basic documentation portal.

Avantages

Some of the services we really love! For example, the templates and sequences raise productivity and automate everything for you! Conversations and chats have been a huge hit on our website and people seem to love connecting this way. Also, the ability to set up meetings through Hubspot has made the process quicker and easier.

Inconvénients

We did not enjoy the team inbox- it was confusing and we were unable to define who was actually responsible for the mails or had multiple people answering emails for the same contact. We also found the calling feature to have some issues, as it didn't work correctly with our office phones that required extensions.

Avantages

Knowledge Base:
The fact that I can manage my knowledge articles and chat support in one product is fantastic. The new editor for the look and feel of the overall design of the knowledge base is a huge upgrade since the last one! I also really like the reporting so far, it gives the support team a lot of insight into what is working and what is not. The new editor helps you to make super professional-looking articles.

Inconvénients

I think one thing that would have been helpful is to be able to gate the knowledge base based on logins from our own platform, but other than that it was super easy to setup.