HubSpot Service Hub

Avantages

I love being able to have everything in one place - Deals, Contacts + Companies, Support Ticketing - it's made it easier for us to create external reports and to funnel info into Hubspot.

The Slack integration is the best and helps make sure balls aren't getting dropped with workflows that trigger support notifications and tasks.

Inconvénients

The tickets are a little difficult to navigate in terms of following the thread of an email conversation. This mostly impacts new support on-call staff who are trying to catch up on open tickets. It's not the easiest to get an idea of the issue and troubleshooting to date at a glance.

Additionally, it would be nice if email conversations within Tickets were tied to Tickets a little more closely. When I reassign a ticket, I sometimes still get notified about the conversation even if I'm no longer the ticket owner. I have to go in and ALSO reassign the conversation to the new support person.

Avantages

It's easy to use and intuitive, much like the other Hubspot software modules. It's clean, simple, and the new beta templates are great. I love the drag and drop features as well as the categorical organization.

Inconvénients

The simplicity has some cons - the editing tools aren't as robust as other Hubspot software, but there are new features being added like anchor capabilities and callouts, so that's been helpful!
I hope it continues to expand in its capabilities to be as robust as other knowledge base tools on the market!

Avantages

I love having everything in one place - tickets, surveys, and our product's knowledge base. All of the information is easy to review and report on. On top of that, it's easy to customize various parts of the Service Hub to fit your needs. The overall ease of use is what sets Service Hub apart for me.

Inconvénients

There could be some improvements around reporting. However, there have been several made over the past year so I expect many of this shortcomings to soon be resolved.

Avantages

Ease of use. Cost. Setup time is quick. The integration with the rest of HubSpot is one of it's biggest values. Many of the functions in Service Hub also mirror other functionality in HubSpot, so Ididn't have to learn how to use a separate suite of tools.

Inconvénients

Inability for customers to view all of their outstanding tickets. I'd like to offer the same system that Hubspot uses to my clients with a support inbox of sorts.

Alternatives envisagées 

Pourquoi passer à HubSpot Service Hub

Avantages

It's very easy to set up CSAT and NPS surveys. HubSpot has preconfigured surveys to send by email that you can personalize

Inconvénients

The conversations asigned to an agent can'f be automatically assigned to another agent, which is something I don't understand

Avantages

It's really easy and fast to create new knowledge base articles and get them live. It's also very easy to keep everything organized and Hubspot is always adding new ways to make the knowledge base look better from a user viewpoint.

Inconvénients

The URLs that are auto-created based on the title of the article almost always need to be adjusted.

Avantages

We started using it about 8 months ago and even with just a quick training session, I could use it very quickly. I also love that we can create easy to use templates, so even when other people need to answer emails, they can do it effortlessly.

Inconvénients

We sometimes need to print email chains, and Hubspot does not allow for that - this is definitely something to add.

Avantages

HubSpot is a user-friendly application that is easy to navigate and with a platform intuitive for users. The service hub makes it a simpler process to connect with clients and follow up ticket tracking. There are three parts to the hub: client feedback, tickets for a help desk experience, and knowledge base to provide resources for clients.

Inconvénients

It's available only through the upgrade to service professional and not currently available through our Enterprise subscription.

Avantages

HubSpot's Service Hub's strength is that it integrates directly with everything else HubSpot does. That makes it easy to keep track of tickets/issues in association with specific contacts/companies/deals.

Inconvénients

The Service Hub is clunky and does its job less well, and for more money, than other standalone products that perform the same function.

Alternatives envisagées 

Pourquoi passer à HubSpot Service Hub

Avantages

The live chat is helpful when you have a quick question, and they are very quick to respond! There is also a large knowledge base of articles to access in order to answer common questions. You can also track previous support tickets so you don't lose your conversation.

Inconvénients

Sometimes the live chat agents have a hard time understand my issue - usually this is only when there is a technical bug going on.

Avantages

Easy to navigate, especially as it has the same set up as the sales hub, making it an easy to implement addition to the tech stack. The fact that it comes with built in tools of inboxes, surveys, and the knowledge base, all with really easy implementation is a bonus as we would otherwise have to procure these externally and integrate them with Hubspot which would be time consuming and out of the box integrations or APIs are not always reliable, and time consuming.

Inconvénients

Some basic UI could be improved in reporting. j

Avantages

The learning curve was minimum if you are familiar with Hubspot Marketing and using the default configuration worked for most screens from support requests to the knowledge base.
The result on our website feels very integrated and familiar to our visitors.
Adding self help activities to the rest of our contacts' activities is really beneficial to understanding our customers.

Inconvénients

It's still a young offering and some features are missing, for example, you have to manually pick the knowledge base articles that are displayed on the main KB page, where an automated selection would save time. Nothing significant though.

Avantages

It's categorization and click/drag feature of kb articles, ease of publishing, case workflow visualization

Inconvénients

No public access for our own customers to view their own cases (open or otherwise) in the support portal. Organizationally, this means they will be managing case volumes through their email, only IF they were copied on the case to begin with.
File limitations; kb indicates there are no file restrictions other than on video, where we found there to be a 2 gb limit on ANY file.

Avantages

HubSpot Service Hub is a powerful tool that allows our customer support team to create tickets and assign the right team members to address and keep up with the issue at hand. You provide a detailed description of what the issue is, assign the owner, priority and can send emails directly from the tool in regards to the support ticket. You have the ability to learn so much about your customers all in one place. You can also engage more customers this way by adding more context. You can have conversations, and utilize the universal inbox so you can see all of your channels on just one dashboard.

Inconvénients

In order to unlock some other great features, you have to upgrade to the Service Professional package. I wish that was included in the other version.

Avantages

Easy to retrieve all of the information on a customer. Can keep all the records/notes/emails all under one email address.

Inconvénients

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.
Limited reporting.

Avantages

Tickets are simple and streamline our support process.
Chat bot is a game changer for people raising their hands.
Knowledge Base will help sales and support.

Inconvénients

Lack of easy customization--- Wish there was more flexibility for the look of the knowledge base, more types of chat bots (we had to pay someone to make ours the way we wanted it).

Avantages

Overall my experience has been great. It helps to visualize the many steps we have within our company which makes it easier to proceed with certain duties in a more organized at a efficient pace.

Inconvénients

I really can't say anything negative about this CRM at all. It has been very helpful and organizing. If they could do something a little better it could be include more user-friendly training videos.

Avantages

I love how it keeps contacts so organized. their deals and communications etc. I also love that we can sort the tickets by pipelines and set up automatic responses.

Inconvénients

I feel like we could use more training, I wish the lady that we talk to for help weekly was more freely available. I wish it was a little more self explanatory.

Avantages

My favorite thing about HubSpot Service Hub is that it puts all of my previously scattered tech needs in one place. Not only can customer emails/calls be captured and assigned to their contact as history, but every ticket can be seen and responded to easily as well. The personalization tokens and snippets are fabulous pieces of automation. I also love the ability to house all of our self-serve information and FAQs in the Knowledge Base. This is the perfect way to link customers to an article that can help them quickly.

Inconvénients

The only con we have had with this software has been the customer support. It is hard to get anyone to reply to you quickly from HubSpot in my experience. Luckily they have a robust community forum and Education series where you can figure out most problems on your own.

Avantages

Integration took some time when our team transferred over, but it was fairly easy to learn and get back in the daily groove of business. Easy to manage daily tasks and communications.

Inconvénients

There are some features that could be better and the training, while there's a lot of content, isn't very intuitive.

Avantages

I can see marketing and sales deals so I know my customers before they become customers. We have one place for everything instead of multiple systems.

Inconvénients

It can be difficult to put principles together for where different tings are logged (Contact, company or deal) and therefore was difficult to get it to fit our business model.

Avantages

Pretty surveys that were easy and appealing for the customer to complete.

Inconvénients

To get the most out of it, you really need to use the full functionality of ticketing and CRM. The Salesforce integration did not solve those problems like we believed it would, which made triggering surveys at the right time difficult. I also didn't like that the knowledge base didn't provide for version history and edit tracking.

Avantages

Ease of use and customization possibilities

Inconvénients

It is not that easy to have customized objects

Avantages

Hubspot Service Hub is the best way to oversee all customer stages and interactions. Being part of a small company, every customer interaction is crucial to moving forward. It is easy to be there for our customers every step of the way with the help of the ticketing system. Another great addition to HubSpot is the Knowledge Base! This is an amazing tool to have, especially since we are a tech company trying to give our customers the opportunity to learn about our platform and troubleshoot through issues themselves.

Inconvénients

The only downside to the service hub would be the intermittent outages. We rely so heavily on HubSpot Service Hub that when something does occur, it affects us greatly. Since we are a tech company, we understand that those instances do happen.

Avantages

Easy to use
Implementing new functions constantly
Great support
Good SW integration

Inconvénients

Mobile app not complete with all modules
The ticket system is new and will need some developments

Avantages

This software will run your sales process for you once implemented.

Inconvénients

None. I love this product and will be a user for life.

Avantages

The tracking of e-mails, marketing features, full visibility from where enquires come from

Inconvénients

Quotes, been told they can only go out one way

Avantages

For most daily tasks it's easy to get things done, you can have a great variety of tasks which can be carried out all in one place (use contacts, create workflows, manage and answer tickets, etc.). Each agent can easily keep track of their own tickets.
The feedback surveys are a great addition to our site now too!

Inconvénients

Having to have both the inbox and the ticket windows open is sometimes difficult. A more annoying or obvious alarm for chats would also be a plus in the future (like an alarm that doesn't stop until a chat is answered). In our case, a multi-language Knowledge Base is missing to make the KB more complete.

Avantages

The product is pretty easy to use, efter it has been set up within your organisation. The tickets flow is very simple for everyone in the organisation to use, and the level of customisation makes the service hub very good.

Inconvénients

The out of the box feature set is not very complete. The amount of custom setup, that has to be make within our organisation (and I assume many others) is pretty substantiel.

Avantages

The user interface and user experience are great.
It’s very easy to use this tool, as well it’s a complete one which gives the possibility to the user to achieve their goals by using it.

Inconvénients

I can’t say that’s something I don’t like at HubSpot tool.

Avantages

The Usability, Integrations and Functionality of Hubspot is second to NONE

Inconvénients

The cost is a LOT, but it is worth it. I don't see smaller companies being able to afford it, but if you can...wow

Avantages

Hubspot service is completely linked to crm and marketing automation so it gives an immediate view of tasks, issues and conversations in a glance

Inconvénients

It miss some features owned by other customer service support software

Avantages

Creating tickets in Hubspot is super easy! You can create them right from an email or chat that has come in. You can add in different boards and deadlines for each ticket. Customer support made it easy to setup and understand. Any emails, chats, phone calls, tickets, etc. are all accessible when you are on a customer's profile.

Inconvénients

I don't really have anything negative to say about this software! The only thing is it can be pricey for smaller businesses but it's worth it.

Avantages

Simple to build and organize, standardized formatting for articles, built in relevant-article curator, great that its connected to everything else we do in HubSpot

Inconvénients

Would like more options for customizing the design of the knowledge base home page. Would also like to be able to use a table of contents features with anchors so that articles can be longer but easily navigated via these links and anchors.

Avantages

There's a lot you can do with it, it's very powerful, flexible, and really does help bring different teams, customers, sales leads, etc. together.

Inconvénients

The ticketing system isn't the best. It has good followup options, but individual ticket threads, views of lists, and so on are left wanting. It is not as performant as other systems, at times I find my browser hanging after they've done some updates.

Avantages

- Contacts and companies filters
- Dashboards
- Workflows
- Calls

Inconvénients

- Project Templates - I think it should be an option to see or turn on project templates created by HubSpot Team. This makes it kinda time consume to look for templates when I am not sure who created the template in my team.

Avantages

Analytics and Lead management system. Also the custom dashboards for various purposes with custom filters

Inconvénients

Not that of any, one thing I wish is the ease of use on the navbar as sometimes it's not self explanatory

Avantages

For what I need to do in my role I turn to HubSpot for pretty much everything - everything is in place! It's also used across the business so it's not just for marketing.

Inconvénients

The only con for me is the ability to re-arrange modules within email templates. I think you can do this in the design tool however it would be a lot easier to just drag these around whilst editing the email.

Avantages

- Dealing with tickets - easy information sharing with the tech team
- Customer feedback - automation considering the results
- Easily information sharing with the sales team

Inconvénients

- FAQ template, we don't have a lot of options (design, configuration)
- Workflow = it can be difficult to find all the property we need

Avantages

It is very easy to use, good to manage support for simple businesses and share tickets among different teams.

Inconvénients

It could be improved the pipeline settings: assign specific properties to each pipeline and be able to give access to the clients to monitor the status of their tickets and past support requests.

Avantages

As a loyal HubSpot user, it's great to be able to offer service software that fits our clients' marketing, sales and CRM platforms

Inconvénients

There are still some friction points which I believe are down to the emerging nature of the platform. HubSpot support are helpful and In hope that some of the tweaks I have raised are taken on board.

Avantages

Ability to see all information on our customers in one place, ease of use, self-service knowledge base articles, online academy courses, and customer support.

Inconvénients

The Service Hub is a newer product they offer and the functionality of the product is limited. However, I have no double it will evolve over time. It still works for us, but I look forward to more advanced options in the future.

Avantages

The main tool I'm using in HubSpot is the Knowledge Base to build out our Help Center. Ease of use has been great and the addition of the Custom Templates has added nice personalization. Organizing is a breeze by being able to drag and drop categories, subcategories and articles.

Inconvénients

Limited formatting & text options - adding tables is difficult, no more text functions like strikethroughs and others.

Avantages

It is very easy to organize. I also really like the different heading and insert options. I used Zyndesk before this and HubSpot's syle options are definitely a step above.

Inconvénients

The Private view. We could not use the functionality, because our employees were not receiving the emails to register. This would be a huge benefit to have an easy to use internal knowledge base.

Avantages

HubSpot is giving our company the tools we need as we continue to grow. It helps us stay organized and allows multiple departments to view the stage of the sale/support.

Inconvénients

There have been a few times when I have lost my work due to screens closing. It would be great if emails could save automatically.

Avantages

Speaking specifically on the knowledge base, it was easy to transfer our materials from the previous system that we used. It was also easy to organize and create additional articles using the platform.
Getting the knowledge base articles in front of our customers has been a challenge, but as we continue sharing I anticipate higher volume to the web pages. Visitors to the site can search based on keywords which is helpful.

Inconvénients

The way the knowledge base is laid out and way displayed to visitors is limited in its customization. I do not particularly care for the design. You can only upload a logo and customize some of the colors.

Avantages

Enjoyed how easy it is to have a full synergy across service and other parts of the hubspot platform

Inconvénients

Not everything is as straightforward as it would seem or requires more steps than expected

Avantages

What I like the most about HubSpot is how user friendly it is. It is very easy to create workflows and to customize it according to my necessities. I am not obligated to use in a certain way, it is completely up to me.

Inconvénients

What I like the least about Hubspot y the reports. It is not very easy tu customize the categories and properties to include in my report. It takes to much time. Most times I prefer to download the reports with everything and delete each property on the .csv document manually.

Avantages

The feedback survey which was easy to implement on the site and did not require much time to implement it.

Inconvénients

Only a minor issue where I can't put a hyperlink on the thank you pop-up. Other than that, everything works great.

Avantages

The ability to integrate the software within our own platform, as if we are the ones hosting it. Hubspot is consistently making improvements to Service Hub, everytime I think there is something that could be better a new update is deployed. It's like they are reading my mind!

Inconvénients

None because they are always looking for ways to improve.