HubSpot Service Hub

Avantages

I like that Hubspot tracks emails and calls easily and makes it simple to track leads and active customers. I also like that it integrates with slack and google calendar.

Inconvénients

I find it difficult and slightly confusing to create certain reports. I wish this were easier to use.

Avantages

I like how it centralises everything that our business uses all on one platform.

Inconvénients

The same answer as pro, sometimes its beneficial to have everything on one platform, but other times it can muddy the waters and specific things can be hard to find.

Avantages

Hubspot is very responsive and provides excellent customer service! Whenever there is a bug or issue it is addressed immediately. Our company loves using hubspot for many reasons but mostly how user friendly it is and easy to navigate!

Inconvénients

It would be helpful to have a form to fill out when we have suggestions/requests for feature updates/improvements!

Avantages

The HubSpot knowledgebase was really quite easy to set up from scratch. Having not set one up before the online prompts helped me get this up and running quite quickly. Clean lines and not over complicated to manage.

Inconvénients

It doesn't allow a visitor to leave feedback if they found an article unhelpful.
It would be great if it had a up-vote tool attached.

Avantages

The ticketing system and real time access to customers so that they can check the status of their ticket and even inquired about the progress is very helpful to keep customers happy.Not only that, but creating customized customer surveys really helps improve services.

Inconvénients

Everything is really great and helpful in service hub, won't change a thing

Avantages

The NPS survey's are great and really easy to use, we repeat ours every 3 months and it's automatic, which is great.

Inconvénients

It would be good to have more flexibility with the re-enrolment rules

Avantages

We added the chatbot into our website easily. We were up and running in minutes.

Inconvénients

There's a couple minor things, but they add up. First, the Facebook Messenger integration broke, and every time I hit the "reconnect" button there would be an error. This problem seems to have fixed itself somehow and is now working again. Second, we are 2 entrepreneurs on the go and the chat bot has limited flexibility. For example we cannot reassign the chat to each other, nor can we use a round robin meeting for the "meet with me" feature.

Avantages

Hubspot has allowed us to keep our channels of the business separate, but still contained in one site. It makes tracking sales and implementations very easy. The website as a whole is very customize which is helpful for any company. We were able to import a bulk majority of our contacts easily.

Inconvénients

The chat feature will create a contact based on what the person responds with to the first and last name question. Giving us the option to create a contact based on that would be better; some customers don't pay attention and write their email or issue and then we have to filter the contacts. Importing photos to the knowledge based help docs proves very difficult.

Avantages

Knowledge Base is extremely easy to use: to add, edit and organize articles.

Inconvénients

Lack of a css / html editor. Fine-tune editing of text, images and page layout are sometimes required, yet there's no way to implement that level of editing due to a complete lack of css / html editor for Knowledge Base articles.

Avantages

HubSpot Service Hub includes all the necessary features in collecting customer feedback, making it easy to create and receive surveys. The step-by-step setup is easy to follow, all the way to automating follow-ups.

Inconvénients

I would like to customize things a little more, and to add more to the automation features.

Avantages

Very good integration we use the chat on our website and it is easy to find all the information about a customer with

Inconvénients

Good but the ticket system needs to be improved

Avantages

I loved being able to tie tasks to the customer on the CRM side of things and loved being able to utilized the chat feature to make service tickets.

Inconvénients

This isn't necessarily a con but for our company that is still in the growth stage the depth of the features were too deep for our company. We actually needed a more simple project management tool but in the future we want to get back to utilizing ServiceHub Fully.

Avantages

If you are already using HubSpot, this is a great additional feature.

Inconvénients

There are better ticketing systems that integrate with HubSpot just fine.

Avantages

The service hub provides the basics for a ticketing system and I love how it integrates with CRM profiles.

Inconvénients

It's not nearly as customizable as we need. I know there is certain data that is tracked through Hubspot but we can't capture it for reporting purposes. Would love to see those changes!

Avantages

- Lead generation tools
- Marketing automation
- Custom client properties

Inconvénients

- Could be considered expensive
- Lead scoring can be better

Avantages

Easiest set up in the world and extremely intuitive.

Inconvénients

Very limited ability to customize information or flows.

Avantages

I like how easy it is to create knowledge base articles.

Inconvénients

Currently there isn't a way to copy/migrate articles from one page to another easily.

Avantages

It's super straight forward and easy to understand. Hubspot supports you all the way through the implementation of the knowledge base, and creating, organizing, and tracking the articles is through and simple to understand.

Inconvénients

There can be many layers to get through, and the lack of tags makes it hard to track. Even though Im pretty sure hubspot does the tag thing on the backend.

Avantages

Hubspot offers a variety of useful CRM tools that are intuitive and easy to access. Figuring out things like how to set up customer lists to sales metric were a breeze. On top of this, the customer support is awesome. They are quick to respond and super helpful.

Inconvénients

The biggest con about the software are the bugs and systems crashes. After using it daily for a few months now I would say the site crashes multiple times a week. I have also had several issues with their backend code.

Avantages

It's versatile for all manners of business.

Inconvénients

I initially found it hard to navigate the platform but I had team members that were able to set me up in less than a week.

Avantages

Ease of use, actionable data, and funnel clarity

Inconvénients

It can add flexibility to their free templates. Source Code option would be great to make the content technical SEO compliant.

Avantages

Easy to use.
Good automation and reminder system.

Inconvénients

Lagging and some bugs.
Unable to reproduce surveys, etc.

Avantages

- easy to update knowledge base articles / publish changes

Inconvénients

- wish i could customize the page more (landing page design, font, responsive layout, etc.)

Avantages

We recently added the Service Hub on to our Enterprise package in order to streamline our CSAT and NPS efforts, and it was so easy to get the ball rolling. Before we made our decision, we were granted a 14 day trial period to explore!

Inconvénients

I'm sure others will agree with me when I say that Hubspot needs to improve their reporting features and capabilities.

Avantages

It is really easy to track customer feedback with "Tickets" and customers having real time access to the status of their ticket through "Customer Portal" really improves customer satisfaction. The functionality of adding comments by customers is really helpful in being diligent"Feedback Surveys" really helps in getting to understand customer satisfaction and improvements in services needed.

Inconvénients

Nothing really, everything up to the mark so can't complain.

Avantages

It's very versatile. At SmartHint we use it from customer acquisition to team management. Just like us, Hubspot seams to be an eager to grow and evolve its solution. Every time I've contacted their support team asking about unusual uses for their software, if they didn't already have an immediate solution, they would study deeper the case and contact me later.

Inconvénients

The report interface has a very limited number of free custom reports available.

Avantages

I am really impressed with how easy it is to use. I love the feature of being able to upload images, videos and links on the pages that I am creating. They enhance the whole experience of creating and also makes the knowledge base itself dynamic and interesting, with varied content.

Inconvénients

Perhaps the thing I liked least was the lack of options regarding modification of text. There didn't seem to be a lot of options regarding colours, fonts, etc.

Avantages

hubspot is really easy to use and it makes my daily routine much more efficient.
It really helps when you need to call or make a note o create a task while you are out of the office, so you never miss a thing.
On the other hand, the sequences and scheduled emails opcions are a plus.

Inconvénients

Sometimes when i make calls from the browser it is really difficult to end the call or report and i finally have to close the window.

Avantages

it helps you to keep a record and a track of each subject, which is good for not forgetting anything

Inconvénients

if you have more than 5 pipelines we should have a large screen, or else you will get bored of doing scroll aside

Avantages

The software is easy to make it so that your needs are matched. As a user I can change properties, set-up programs/campaigns. Furthermore I really like the way you can add data to certain deals, contacts or companies.

Inconvénients

There are not a lot of things that I disliked. The one thing that comes to mind is that the knowledge base set-up didn't transfer really wel when adding articles.

Avantages

Reporting is very robust , much more than our previous CRM. Hubspot academy is outstanding

Inconvénients

The system can be very complex and not intuitive in the beginning

Alternatives envisagées 

Pourquoi choisir HubSpot Service Hub 

Avantages

It is super easy to use. I have been using it for less than 3 months and feel super comfortable using this CRM. Everything is nicely organized and it is a very nice 2019 CRM.

Inconvénients

Sometimes connection errors, Although the issue is usually very quickly fixed it can be sometimes frustrating. Happened twice in the last 3 months so definitely not the worst!

Avantages

HubSpot Service hub provides a great one-stop solution for a cross-functional team.

Inconvénients

Some of the terminology describing product features isn't intuitive.

Avantages

- Gmail Integration
- Pipeline Management
- Knowledge base

Inconvénients

- Landing page design builder
- Editing permissions to delete

Avantages

Hubspot Service Hub is particularly great to use for ticketing and support tasks, and the chatbot, while quite basic, provides a quick gateway to many related features and articles for our platform

Inconvénients

In the knowledge base many things I would like to adjust are pre-determined, like choosing a different type of font or offering help articles in multiple languages and have them be hosted on different pages.
Also, setting up the chatbot is at times tedious because it is hard to keep a clear view of the overall process and flows, and some (minor) adjustments like changing an action that follows an event sometimes nix the whole work done priorly.

Avantages

Easy to use. Customer support is great.

Inconvénients

The knowledge base is simplistic. The forms cannot go on a Shopify thank you page. The forms notifications can only be sent to Service Hub users.

Avantages

I like that it is very easy to use and that there are new features added that allow customizability.

Inconvénients

I wish I could add more customizations and that the font for the navigation bar would change along with the rest of the body font.

Avantages

I love how versatile the platform is and how fast I can find large groups of information about our customers.

Inconvénients

There are only training videos geared towards marketing and none really specific to customer experience or customer service.

Avantages

It's super intuitive and easy to use. You can draft and format articles quickly and formatting even carried over nicely when copy and pasting information into the articles. Our team is only using this tool internally, but there's a great option to connect the knowledge base to a page like your company FAQs.

Inconvénients

I wish that the Knowledge Base allowed you to create categories and sub-categories. For our use case, it would be helpful to be able to group the categories and you can't do that, so we ultimately had to create a category for every topic because each product is unique.

Avantages

Easy to set up and implement, not a lot of features but its good for a quick feed back

Inconvénients

Need a bit more functionality and options

Avantages

The best tool for a greater workflow, you can do everything you need to give the best elements for your clients

Inconvénients

Some problemas that i face with the dashboards sometimes

Avantages

I like how I was able to create different organizations. Hubspot automatically add contacts

Inconvénients

It hard to manage the setting but once you get used to it , its no problem

Avantages

user friendly and saves a lot of time. Really like it!

Inconvénients

a lot of notifications so I need to figure out how to turn that off or limit

Avantages

It's a very robust software, with a laundry list of helpful features that really bring together the organizational factor of your knowledge base.

Inconvénients

There are some slight complaints with the UI, but they are so minimal compared to other softwares that they are hardly worth mentioning.

Avantages

It's great that users can self serve from the search function, but even more valuable is that we can see what most users are asking and instead of guessing or assuming what information they need, we can analyze that data to determine what we actually need to answer.

Inconvénients

Although the ability to customize is impressive, I would like more customization options, like article length etc.

Avantages

That is can be used among different branches.

Inconvénients

I dont know, I thing it is a good product, but it does not offer that much that other that is cheaper dosent

Avantages

The more interesting reason to use Hubspot Service, is because he is already integrated with Hubspot CRM and Hubspot Marketing.

Inconvénients

I think that have a lot of others tools to use instead Hubspot Service, I Think that Hubspot looses their focus on CRM and Marketing, and Start the Focus on the Service that its very behind of the competitors.

Avantages

Hubspot succeeds in pulling together everything you need to manage your customers and run your business

Inconvénients

A little complicated and duanting, but the sales people are happy to help.

Avantages

HubSpot Service Hub makes adding content super easy. The layout and the ways in which we can add new content is also very logical and easy to understand, even for users who have not used HubSpot in the past.

Inconvénients

Needed to spend a little more time tweaking the keywords and tags for the chatbot in order to customise the response and to ensure accuracy.