HubSpot Service Hub

Avantages

I honestly think that the service hub is a great software and new hub from hubspot, since it's a new product it has a great ton of value. The most important things I believe would be the ticket and knowledge base, where you can have everything that your team is doing on tickets, even demands by the client and finally have a resource center to your whole team and your clients.

Inconvénients

Although I like the knowledge base I feel it's quite limited. For once, our company just grew international, and we would need to have multiple Knowledge Bases on HubSpot, but we can only have one.

The feedback surveys also are a great start, but it's limited as to how many questions I can do on a survey, sometimes I would need to question our client 3 times just so I would get the answers we need.

Avantages

What I like the most about HubSpot Service Hub is that all client communications are located in one spot under the contact or company name. It could be email, text, call and it all is recording and between multiple different people (co workers) not just including all your communications. It makes it easy to see what has already been talked about, etc..

Inconvénients

My least favorite thing about HubSpot Service Hub is it can be pricey and the templates can be confusing when setting up.

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

Giving customers the best treatment takes the best part of the journey. The dashboard is flexible to changes and easy to manage. HubSpot Service Hub has a free sign up plan which is key to ensuring an informed decision. Through live chat, we have realized a commendable rise in customers since the tool helps in converting leads to clients. Best there is.

Inconvénients

No cons at all. Their services are great and it is free which is absolutely amazing.

Avantages

With this product, we have it easy when connecting with our customers.
It makes it easy for customer find service service materials and this saves time.
The good relationship with our customers is good for our business.

Inconvénients

All features of HubSpot Service Hub are helpful. No issues at all.

Avantages

- Ticket management -> Being able to assign tickets to random support owners is awesome- Pipeline management -> The hability to create deals inside different pipelines according to diferent actions and needs- Inbox management -> Managing multiple inboxes per country- Workflows between all the objects (Tickets, deals, contacts, companies)

Inconvénients

- Pay per seat instead of pay per team. As we get more and more members, it can be a bit pricy

Avantages

HubSpot Service Hub is very easy to use and doesn't take a long time to grasp. All members of the team can use it no matter of technical knowledge.

Inconvénients

It would be good to see more features brought to it such as allowing users to raise a ticket themselves straight in to Service Pipelines.. and then being able to have tracked email conversations with the user, through HubSpot, via the Ticket itself. This would keep it all under one place and not require us to use our email software separately and then update our tickets manually.

Avantages

It covers all my needs to support my clients communications

Inconvénients

Not so straight forward to set up but once you get it, it works great.

Avantages

È una piattaforma molto completa per la gestione dei contatti dei clienti, sopratutto per l'assistenza, che puoi gestire e smistare ai diversi segmenti. La componente di automazione dei processi, è un grande aiuto per i compiti ripetitivi, per non perdersi contatti e gestire i contatti in maniera tempestiva.

Inconvénients

Trovo che la piattaforma in generale sia poco intuitiva e complessa da imparare, richiede un po' di tempo di formazione perché non è immediata. È una nota che faccio anche agli altri prodotti HubSpot che ho utilizzato.

Avantages

Es un Aplicativo perfecto para cualquier empresa, aportando agilidad y calidad a los procesos CRM que se ejecutan de una forma fluida e intuitiva.

Inconvénients

Podría mejorar en su herramienta de informes, con el fin de generar un flujo de trabajo más fluido en este punto.

Avantages

Hubspot works very well. I use it at work daily

Inconvénients

I don't have any real complaints accept the layout could be more pleasing to the eye, better colours maybe.

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

We have used this product as a CRM and comes with amazing features and capabilities.
It is affordable, easily customizable and very helpful thanks to multiple features.

Inconvénients

No negative issues with 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

great software for organization and reserving spaces.

Inconvénients

doesn't have enough flexibility. This is a hinderance to business

Avantages

The ticketing system makes it easy for you to organize and track customer calls, issues, and service requests. Tickets can also easily be assigned, prioritized, and categorized.

Inconvénients

I have encountered some emails not being delivered, which has affected my email outreach in the past. I've also had some difficulties with integrating other applications.

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

I like that it is customizable for your needs. For me, i like to organize my clients based on industry and hubspot makes that easy.

Inconvénients

The only con I can think of for Hubspot would be that the tasks can be hard to find if you don’t know where to look since they aren’t searchable.

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

Ha generamo mejoras en el flujo de trabajo me encanto.

Inconvénients

su base de datos es algo compleja de igual manera uno se acostumbra.

Avantages

I really like how you can check the statistics. It helps when looking and analysing growth. The graphs are really easy to understand too. It also has an AI feature.

Inconvénients

It's quite expensive if you want to have more features.

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

One of the standout features of HubSpot Service Hub is its ticketing system. The ticketing system allows businesses to efficiently manage customer inquiries and support requests. It provides a centralized platform where customer tickets can be created, assigned, and tracked throughout their lifecycle. This feature enables teams to streamline their support processes, ensuring that no customer issue goes unnoticed or unresolved.

Inconvénients

One area where HubSpot Service Hub could benefit from improvement is its integration options. While it does offer integration with popular CRM systems and other HubSpot tools, there is room for expansion to cover a wider range of third-party applications. Increasing the number of integrations would allow businesses to connect Service Hub with their existing tech stack seamlessly.

Avantages

Es un software muy completo un CRM con la información, agilidad y calidad para cualquier empresa

Inconvénients

Me gustaría que los informes pudieran ser más al estilo de office, de modo que los podamos personalizar de acuerdo sea el caos

Avantages

Hubspot is easy to use and has a robust support/helpdesk - always ready and happy to help with any queries.

Inconvénients

Pricing. Hubspot is not the most affordable option out there.

Alternatives envisagées 

Zoho CRM

Pourquoi choisir HubSpot Service Hub 

Costs.

Logiciel antérieur 

Zoho CRM

Pourquoi passer à HubSpot Service Hub

Wide variety of features for my teammates.

Avantages

To start, It is important to know what is HubSpot Service Hub. It is an all-in-one software kind of type, that gives companies (mostly small and medium ones) the ability to run good and fast customer service. The ergonomy of the website is well-done giving us good and fluid navigation pleasure. The things that I like the most about this software are :
- The Tickets function transmits all the queries of our customers concerning issues that they may face. Each ticket opened by a customer contains a number, the customer’s name, the date of its emission, the last time that the customer has been replied to, and the priority given to the case rated from low to high. This is to prioritize the cases;
- The Feedback surveys function is a survey tool to enable our customers to rate us by giving their feedback. This helps us to improve our services.
- The one-support inbox ability is a very efficient system when it to comes to gathering all the messages coming from different platforms; it can be from Facebook, Twitter, or emails. It is a message channeling system.
- The automation system is a point that anyone should notice when using this product: From sending surveys to customers automatically once a ticket is closed, to guiding the same customers through the Chatflows function, with chat automation without us having to be online. This automation (like any other one for that matter) needs to be set in advance though.

Inconvénients

- The ticket system still needs some improvements. It would be better to add a time tracking, from a ticket being opened till it closed. It would give the sum up of the time used to close a case. This would help us for internal metrics purposes.
- Updates must be done to better optimize the search bar and fix some small bugs.

Avantages

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.

Inconvénients

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.

Alternatives envisagées 

JIRA Service Management et Zendesk Suite

Pourquoi choisir HubSpot Service Hub 

Salesforce was limited in its ability to merge duplicate tickets, use shortcuts with variable tags for easy responses, and did not provide any timers (the only one they have is created by an unsupported 3rd party developer) in order to report on Support efficiency. It took forever to update fields, and it was absolutely not scalable.

Logiciel antérieur 

Salesforce Service Cloud

Pourquoi passer à HubSpot Service Hub

We chose HubSpot for the features available that Zendesk and Jira did not provide. Jira especially was convoluted and not easily set up; I felt like I needed a skilled developer in order to set up Jira to its fullest capacity, and I have not felt that way with HubSpot for sure!

Avantages

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.

Inconvénients

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).

Avantages

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.

Inconvénients

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.

Avantages

Ticketing, Conversations and CRM. I love how organized everything was and how it can be customized. Snippets and templates make canned responses a breeze for fast respinse yime and high customer satisfaction. integrated RingCentral calling and also being able to use LinkedIn Sales

Inconvénients

a little laggy at times. i wish updates could be done at times that wouldnt affect operations but other yhan that its been amazing

Avantages

Hubspot Service Hub has allowed our small team to stay organized and give our users as much support as possible without always being available to help in person within a few minutes. The knowledge base setup is super easy, appealing for our users, and customizable.

Inconvénients

Hubspot definitely isn't the cheapest option when you weigh all the platforms out there, but you definitely have to weigh ease of use, centralizing everything you need to do for your business and level of customer service.

Alternatives envisagées 

Olark, Intercom et Zendesk Suite

Pourquoi choisir HubSpot Service Hub 

We wanted an all in one solution where we could manage our customers from the lead/sales side with our support and feedback. Hubspot has been able to give us that and more. Conversations is more robust, the knowledge base more organized, and the ability to send feedback is a plus.

Logiciel antérieur 

Intercom

Pourquoi passer à HubSpot Service Hub

We chose Hubspot Service over competitors because of how well it paired the other products and we desperately needed to centralize our team and processes.

Avantages

The fact that you can add your Support desk to the CRM and see everything in one place is priceless.
Honestly, that is the 1 thing that made us go for it. Before we had to rely on jumping from one platform to another and on many API integrations.

We may have lost some bells and whistles that we enjoyed before, but the overall impact is positive.

We manage: Chat, tickets, feature requets, bugs and help emails from the same place. Before was a bit of a nightmare.

Inconvénients

As I said, we lost some cool functionality that we had before in some of the features.

We hade 1 chat provider and another provider for tickets. And of course, they have some more advanced features but in the end. We could get around without them or simply be creative and do some other things.

For example, it may sound stupid, but the chat doesn't have Emojis. Emojis are key to the way you comunicate today. You can simply use Control+Comand+Space, and use the emoji window.

Avantages

Being able to use the live chat is absolutely amazing. Makes it quick for our customers to get in touch with us and help them with any need they have.

Inconvénients

Nothing at this time. Works great and as intended.

Avantages

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.

Inconvénients

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 envisagées 

Freshdesk et Zendesk Suite

Pourquoi passer à HubSpot Service Hub

Price and integrations offered more flexibility

Avantages

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.

Inconvénients

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 envisagées 

Zendesk Suite

Pourquoi choisir HubSpot Service Hub 

We still use monday.com for task tracking but for service related tickets, hubspot is just much more powerful.

Logiciel antérieur 

monday.com

Pourquoi passer à HubSpot Service Hub

Hubspot seemed more powerful and trusted.

Avantages

I like the built in reports and default properties that minimized set up time.

Inconvénients

I'm not able to customize ticket properties seen when creating/viewing tickets per pipeline so I had to set it up to see all needed properties for all 3 pipelines on each ticket. There is no visibility into our chatbot conversations before they are handed off to a human. Contacts are created from each email sent through service hub and also from ticket submission, when we do not want this to occur. I also can't edit the Support Form to have only ticket properties since it connects to the contact properties to create a contact. I get that Hubspot charges based on number of contacts, but they should give customers the option on whether or not certain actions will create a contact or not. It may make sense for sales hub to do that, but not for service hub. We don't want a bunch of contacts in our system that are possibly end users of our product and not customers.

Alternatives envisagées 

Zoho Desk et Zendesk Suite

Pourquoi choisir HubSpot Service Hub 

We loved that a lot of the features we were paying extra for through many different tools was included with Hubspot, such as the chat bot, meeting links with Google calendar integration, Slack integration, and easy to use automation setup.

Pourquoi passer à HubSpot Service Hub

For the complex automation and integrations we wanted Hubspot was the best choice.

Avantages

The ease of setup was the best thing about it, and given that it integrated seamlessly with our preexisting HubSpot apps, it was a no-brainer. It allowed us to continue using HubSpot and expand our view of our customer interactions to include support tickets.

The aspect we have made the most use of by far is the Knowledge Base functionality. This is easy to use, clear and customisable. The recent updates to the template editor are welcome and allow us to make our help centre our own. The insights we get on the helpfulness of articles is also useful to see where refinements can be made and where we are lacking.

Inconvénients

The ticketing functionality is extremely limited and counter-intuitive to use. You get the sense that the functionality has been half-built and rushed out. For example, you cannot use HubSpot forms to populate custom Ticket properties, which renders them almost useless as a means of collecting information about the customer's problem. The UI for ticketing should have its own 'look', as they are basically indistinguishable from contacts, making it quite difficult to read simple information, like ticket status and description.

Avantages

I'm using the BETA version of the Hubspot Knowledge Base solution.
• The ability to change the visual appearance and a graphical element to the customer experience is very nice. Providing that you have some basic visual design skills, you can make the KB look pretty good.
• It is very easy to use.
• In spite of being in BETA, I haven't really come across any bugs or other issues.

Inconvénients

The Hubspot Knowledge Base is still missing some critical elements:
• The biggest feature missing (IMHO) is the ability to have articles appear in multiple locations. Currently, articles "live" in the category and section they are created. I would like to see a central article bank where you simply link out to the categories and sections you want to display the article in. This would allow centralized editing and improved organization for large KBs.
• The lack of interactivity in the KB. This isn't necessarily a knock on the Hubspot KB but rather ALL KBs. I would like all KBs to behave more like content modern HTML5 content authoring platforms (think Articulate Rise or Easygenerator). Providing a customer experience like that would put this KB in a league of its own.
• The ability to restrict areas of the KB to users based on various criteria (IP address, login access only, etc.)
• There are only a 3-level hierarchy to the KB (categories, sections, and knowledge articles) which isn't quite enough. Five layers would have been nice.
• Only the top layer of the hierarchy has a graphical interface. I would like to offer my end users tile menus several levels down the hierarchy. For example, if I have "Getting Started" and "Top Features" as my top level tiles, I would like the user to be able to a second tile menu the next level down in order to help them find what they are looking for more quickly. The ability to provide a VISUAL KB navigation experience is key in my opinion.

Avantages

Hubspot works well as an overall system for Customer Service. Chat, Help Center and Customer surveys are easily modifiable and there's constantly new features presented.

Inconvénients

The Hubspot chat is still relatively new service and is missing some elements which would be beneficial in professional use(such as possibility to delete messages, the search function within chat is not always as user friendly as expected.)

Avantages

The Service Hub is easy to set up. We've helped a lot of customers self service with the Knowlege Base and have prepped our customer service team to accept tickets for support for this upcoming season so we're really looking forward to using the data collected as part of that process. The Service Hub is still a relatively new feature so we're looking forward to added functionality that we've requested. Hubspot makes it easy to submit feedback and are pretty great about responding to requests for support.

Inconvénients

Chat feature needs quite a bit more work to function the way we want. Keywords are needed for the Knowledge Base for those of us with multiple products and industry language.

Avantages

As a creator and a user, the interface is very easy to navigate. The focus is very much on text - HubSpot's knowledge base ends up looking like an encyclopedia. This focus on text keeps thing simple and straightforward. Developments are carefully added, not to shake up the use of a knowledge base, but to streamline the delivery of text information.

Inconvénients

The focus on text keeps customization options minimal. For the first few months of using HubSpot's knowledge base, there was nothing you could do to change the look of the home page. That has been (thankfully) updated to allow for a few different templates. The implementation of images and other media is a far second place to the focus on text. Lastly, the search option leaves some to be desired. It searches strictly for language contained in the articles. I would like the option to add metadata tags.

Avantages

- Integrating with the website is easy and done simple steps. You don't need any technical background to do that.

- Setting up the knowledge base with articles and documentation is a simple process. Creating categories and subcategories is easy.

- If you have used the CRM, Marketing modules in Hubspot, you are quite familiar with the tickets. Some of the features have gotten better and improved.

Inconvénients

Hubspot has much to learn from the established players in the game such as Zendesk. They lack much on the automation and since Hubspot is a preferred solution in Europe, they should have multiple language support on the knowledgebase. They should also add a smarter layout to the conversations (inbox) to not to seem as cluttered as it is now. More features are needed on the allocation of agents and have more integrations with third-party.

Avantages

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.

Inconvénients

I'd love to see an OAuth option in the future to put our knowledge base behind a login.

Alternatives envisagées 

Jira, Drift et Intercom

Pourquoi choisir HubSpot Service Hub 

Integration with our Hubspot CRM.

Logiciel antérieur 

Drift

Pourquoi passer à 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.

Avantages

The usability of the software and how easy it is to integrate with other platforms. It gives a clear and intuitive platform for companies from SME to enterprise. We were able to scale it from a 200 customer support to a 160,000 enquiry platform within 3 weeks which made a huge impact to the client and allowed us to push it into more.

Inconvénients

It still needs some work to get it fully up and running seamlessly with the other Hubs within HubSpot and some of the limitations can be frustrating but the cohesion with the rest of the HubSpot platform to give a fully fleshed out user experience from discovery to customer and after is very good. (Especially for the price)

Alternatives envisagées 

Zendesk Suite

Pourquoi passer à HubSpot Service Hub

We are in the HubSpot ecosystem so it was a no brainer

Avantages

I like that it is connected with the CRM (which we use for sales and martketing). This is the main reason why we looked into it in the first place.

Inconvénients

The Customer Portal that my customers see is very poor quality compared to similar tools. The interface is not customizable at all. You cannot even let the customer see in the overview of the tickets who is servicing his/her requests. I have found multiple bugs and I was told "We know. We do not have a timeline to fix this". Customers cannot even embed a picture in a message. The list could go on and on.

Alternatives envisagées 

Freshdesk, JIRA Service Management et Zendesk Suite

Pourquoi passer à HubSpot Service Hub

I chose HubSpot because we already use it for the CRM (sales and marketing) and because I was told that I could get most of what I wanted by the HubSpot partner that I contracted for the customization. I prepared a detailed spec of what I wanted. The partner was nice and competent, but he just did not know and promised things he should not have.

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 

LiveAgent, Zoho Desk, ChurnZero et Zendesk Suite

Avantages

The integration of the service system with rest of Hubspot is a significant advantage when it comes to having all the info needed at hand when helping clients.

The flexibility of the ticketing system allows us to track several aspects of our operations in easy to digest status boards that show progress and next steps for our Production process, our demo system queue, training, installations and service, and RMA.

Inconvénients

There's a few issues viewing extremely long email chains and a few missing options in workflow design that seem like they were oversights.

Avantages

Working with hubspot has made managing our customers much more easy. I have the ability to create surveys and see which users a replying, create automated messages, tag team members in tickets and more.

Inconvénients

The ticketing feature is not as advanced as other services but it makes it easy when all contacts are in the hubspot CRM

Alternatives envisagées 

SugarCRM

Pourquoi choisir HubSpot Service Hub 

Hubspot allowed us to keep all users in the crm and do a lot more all in one place

Logiciel antérieur 

Freshdesk

Pourquoi passer à HubSpot Service Hub

ease of use

Avantages

It’s a great continuation of marketing/sales hub and provides a central place for cross team customer management and a central contact record.
The knowledge base and ticketing/pipeline feature also provides and easy way for customers to self answer or find the help they need

Inconvénients

There aren’t many downsides to the software. It might have some limits compared to a dedicated service tool but the fact it’s part of the hubspot suite makes up for it

Alternatives envisagées 

Zendesk Suite

Pourquoi passer à HubSpot Service Hub

Better price and integration with other tools

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.