Sobre HubSpot Service Hub

Conserva la organización de tu equipo, crea soluciones proactivas para los clientes y ten conocimiento del nivel de satisfacción de los clientes con HubSpot Service Hub.

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Puntos a favor:

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

Puntos en contra:

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).

Valoraciones de HubSpot Service Hub

Evaluación media

Facilidad de uso
4,4
Atención al cliente
4,6
Funcionalidades
4,1
Relación calidad-precio
4,2

Probabilidad de recomendación

8,2/10

HubSpot Service Hub tiene una valoración global de 4,4 estrellas sobre 5 según las 140 opiniones de usuarios de Capterra.

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Filtrar opiniones (140)

Brooke
Brooke
Head of Marketing
Usuario de Linkedin verificado
Aprendizaje en línea, 2-10 empleados
Ha utilizado el software durante: 1-5 meses
Fuente de la reseña

Easy to keep track of issues, create surveys, automations

4,0 hace 2 años
Los subtítulos en español están disponibles en el reproductor de vídeo
Angie
Asesor servicio al cliente en Malta
Servicios para el consumidor, 11-50 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Experiencia con Hubspot

5,0 hace 3 semanas Nuevo

Comentarios: Con base en el uso diaria del software, puedo recomendarlo gratamente. Permite generar un seguimiento diario, control, evaluación y servicio interno y externo

Puntos a favor:

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

Puntos en contra:

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

Josh
Josh
Co-Founder en EE. UU.
Usuario de Linkedin verificado
Tecnología y servicios de la información, 11-50 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Hubspot Service Hub

5,0 hace 4 años

Comentarios: Overall, Service Hub has been a pleasantly surprising experience.

Puntos a favor:

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.

Puntos en contra:

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

Alternativas consideradas: Jira, Drift y Intercom

Razones para elegir HubSpot Service Hub: Integration with our Hubspot CRM.

Software anterior: Drift

Razones para cambiar a 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.

Thierno Ousmane
Loans manager en Guinea
Banca, 501-1.000 empleados
Ha utilizado el software durante: 1-5 meses
Fuente de la reseña

HubSpot Service Hub, a good tool for a high-quality customer support.

5,0 hace 9 meses

Comentarios: Overall, HubSpot Service Hub is a good tool to take care of our clients and keep them. We combine taking charge of their queries and asking what could be improved in our business through the Feedback surveys function. Beyond the small and medium businesses (which once again are the most to use it), more and more big companies are using this product such as BBC, Suziki, or Airstream. So, it is a very promising product to watch. If the required update is done over time, it has the all chances to thrive in the market.

Puntos a favor:

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.

Puntos en contra:

- 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.

Mathew
Digital Marketing Specialist en India
Prensa, 11-50 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

A worthwhile choice.

5,0 hace 2 meses

Comentarios: Satisfactory.

Puntos a favor:

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

Puntos en contra:

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

Alternativas consideradas: Zoho CRM

Razones para elegir HubSpot Service Hub: Costs.

Software anterior: Zoho CRM

Razones para cambiar a HubSpot Service Hub: Wide variety of features for my teammates.

Sergio
Application Engineer en España
Fabricación de productos eléctricos/electrónicos, 201-500 empleados
Ha utilizado el software durante: 1-5 meses
Fuente de la reseña
Fuente: SoftwareAdvice

HubSpot Service Hub is not a mature product - Stay away if you can

2,0 hace 4 meses

Comentarios: I am extremely disappointed.

Puntos a favor:

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.

Puntos en contra:

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.

Alternativas consideradas: Freshdesk, JIRA Service Management y Zendesk Suite

Razones para cambiar a 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.

Venita
CEO, Founder en Canadá
Relaciones públicas y comunicaciones, Trabajador autónomo
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

You'll need to do your own research to use this product

4,0 el mes pasado Nuevo

Comentarios: This platform is a valuable asset for any business seeking to improve its customer service experience. With its powerful tools and features, you'll be able to streamline your workflows and provide faster and more efficient service to your clients, exceeding their expectations and ultimately driving growth for your business. While it may require some effort to initially understand and set up the platform, the benefits of doing so are well worth it. And with customer support available to assist you along the way, you can feel confident that you'll be able to take full advantage of all that this platform has to offer.

Puntos a favor:

If you're looking for a way to connect with customers and exceed their expectations, look no further than this amazing customer service platform. With a suite of tools designed to help you build organization and efficiency in your customer service team, you'll be able to streamline your workflows and respond to customers faster and more effectively

Puntos en contra:

The initial stage of launching this product can be quite challenging and confusing. I had to watch several videos to gain a proper understanding of how to operate it effectively. Although customer support was available, connecting with them was somewhat difficult. However, once I figured out how to set up each account, managing my clients became a breeze.

Marwa
Customer Support Specialist en Líbano
Juegos de ordenador, 11-50 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Comprehensive and Easy-to-Use: A Review of HubSpot Service Hub

5,0 hace 4 meses

Comentarios: Overall, HubSpot Service Hub has been a great experience for our business. It's reliable and feature-rich, and the customer service is always helpful and available.

Puntos a favor:

HubSpot Service Hub is an incredibly helpful and user-friendly service desk platform. It's easy to set up and customize, and has lots of features that make it a great choice for any business. The customer support is also top-notch and always available to help.

Puntos en contra:

One downside to HubSpot Service Hub is that it can be a bit costly for businesses on a tight budget. Additionally, some of the features can be complicated and difficult to use for those not familiar with the platform.

Usuario verificado
Usuario de Linkedin verificado
Software informático, 51-200 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Great all-round experience and easy to use

4,0 hace 4 años

Comentarios: The key business driver for this project was to not have to expand the CS team with business growth, instead making them more efficient and able to manage a greater amount of inbound enquiries. This was achieved.

Puntos a favor:

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.

Puntos en contra:

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.

Alternativas consideradas: Freshdesk y Zendesk Suite

Razones para cambiar a HubSpot Service Hub: Price and integrations offered more flexibility

Usuario verificado
Usuario de Linkedin verificado
Tecnología y servicios de la información, 51-200 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Overall system for managing your customers that keeps constantly improving

5,0 hace 4 años

Comentarios: We started using Hubspot Service Hub overall when Hubspot presented their Chat feature. We have seen many improvements and new features have been implemented throughout the year so I'm positive it will become even greater tool in the future. Would recommend.

Puntos a favor:

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.

Puntos en contra:

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.)

Brooke
Brooke
Head of Marketing en Israel
Usuario de Linkedin verificado
Aprendizaje en línea, 2-10 empleados
Ha utilizado el software durante: 1-5 meses
Fuente de la reseña

Easy to keep track of issues, create surveys, automations

5,0 hace 3 años

Comentarios: I've been working with Hubspot along with the rest of my team for 4 months and it's only getting better. There is a LOT to explore and it's so easy to have everything working together.

Puntos a favor:

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.

Puntos en contra:

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

Alternativas consideradas: SugarCRM

Razones para elegir HubSpot Service Hub: Hubspot allowed us to keep all users in the crm and do a lot more all in one place

Software anterior: Freshdesk

Razones para cambiar a HubSpot Service Hub: ease of use

Paul
Paul
Senior Strategist en EE. UU.
Usuario de Linkedin verificado
Marketing y publicidad, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Great support tools for small to mid-market companies

4,0 hace 3 años

Comentarios: Service Hub has been fantastic as a ticketing, customer feedback and chat tool. The integration with the rest of HubSpot ensures that I have the latest data on my customers when they are communicating with us.

Puntos a favor:

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.

Puntos en contra:

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.

Alternativas consideradas: Zendesk Suite

Razones para cambiar a HubSpot Service Hub: Integration with the rest of HubSpot. Ease of use. Cost. Automation features.

Abby
Customer Support en Canadá
Deportes, 51-200 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Hubspot Service Review

4,0 hace 4 años

Comentarios: The service team is fast to respond and there are multiple way to contact them - live chat, phone, email, call back etc.

Puntos a favor:

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.

Puntos en contra:

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

Preya
Head of Support & Customer Success en RU
Software informático, 51-200 empleados
Ha utilizado el software durante: 1-5 meses
Fuente de la reseña

HubSpot Knowledgebase - Really easy to set up and manage

4,0 hace 4 años

Puntos a favor:

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.

Puntos en contra:

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.

Consie
Business Development Executive and Sales Coordinator en Australia
Materiales de construcción, 11-50 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Ticketing

5,0 hace 3 años

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

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.

Maxwell
Head of Education en EE. UU.
Servicios jurídicos, 1.001-5.000 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

HubSpot's Knowledge Base Prioritizes Ease of Use

4,0 hace 4 años

Comentarios: HubSpot's Knowledge Base has allowed my company a place to collect important information for contractors nationwide. It is a place for them to turn to with questions or clarifications, and to learn more about their expectations. I feel like it really stepped up my company's ability to provide on-demand assistance.

Puntos a favor:

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.

Puntos en contra:

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.

Ilir
Growth Hacker en Noruega
Tecnología y servicios de la información, 11-50 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Hubspot Service: Work in progress but getting there

4,0 hace 4 años

Comentarios: Like many other SaaS services, they are always updating and adding new functionality. For companies that are using other modules from Hubspot should definitely consider using Hubspot Service, it will only get better. Businesses need to incorporate all elements of the flywheel in order to ensure the best possible user experience. Keep up the good work Hubspot.

Puntos a favor:

- 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.

Puntos en contra:

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.

Launa
Customer Experience Expert en EE. UU.
Bienes de consumo, 201-500 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Hubspot Tickets Review

5,0 hace 3 años

Comentarios: We are able to track interactions with customers better and dig deeper into them and target them all more specifically as well as better communication through out the team.

Puntos a favor:

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.

Puntos en contra:

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.

Usuario verificado
Usuario de Linkedin verificado
Telecomunicaciones, 11-50 empleados
Ha utilizado el software durante: 1-5 meses
Fuente de la reseña

Easy to Use, Great for Starting Out

5,0 hace 4 años

Comentarios: We're a pretty small company and it is easy to get overwhelmed by the demands of starting and growing a business from scratch. It is nice to have Service Hub as an 'add-on' for the CRM, Marketing automation and other features HubSpot offers as part of its full suite of tools. It has made it very easy for us to quickly add a "support portal" to our website, and it has helped our customers get answers to their most-asked questions more quickly than they could by just emailing our support team.

Puntos a favor:

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.

Puntos en contra:

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.

Julia
Marketing CRM Coordinator en EE. UU.
Práctica de la abogacía, 201-500 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

HubSpot Service Hub

3,0 hace 4 años

Comentarios: The service hub allows you to focus on areas that require your expertise, while allowing you to use HubSpot to organize your marketing goals and strategies. They make it so much easier to meet client expectations and stay on top of marketing trends.

Puntos a favor:

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.

Puntos en contra:

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

Helen
Senior Sales and Marketing Operations Analyst en RU
Servicios financieros, 51-200 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Hubspot Service Hub

4,0 hace 4 años

Comentarios: Easy to customise and make relevant to your business, easy for end users too.

Puntos a favor:

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.

Puntos en contra:

Some basic UI could be improved in reporting. j

Andraea
Director of Customer Success en EE. UU.
Internet, 2-10 empleados
Ha utilizado el software durante: 1-5 meses
Fuente de la reseña

Great all in one platform!

5,0 hace 4 años

Comentarios: HubSpot Service Hub is helping our team become as efficient as possible, freeing up time to connect with more customers and build relationships. It has also allowed us to build out a self-serve Knowledge Base right through HubSpot that empowers our customers to learn and explore Hio on their own!

Puntos a favor:

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.

Puntos en contra:

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.

Nicollette
Customer Success Specialist en EE. UU.
Tecnología y servicios de la información, 11-50 empleados
Ha utilizado el software durante: 1-5 meses
Fuente de la reseña

Best Tool For A Growing Business

5,0 hace 4 años

Comentarios: I have had a great experience with HubSpot Service Hub! We are so much closer to our customers and with the Service Hub's help, we are able to stay on top of service tickets, struggling customers and even provide extra resources for customers to help themselves if they choose to.

Puntos a favor:

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.

Puntos en contra:

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.

Valentina
Business Development Manager en Rumanía
Aprendizaje en línea, 2-10 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

My right hand- Hubspot

5,0 hace 4 años

Comentarios: As I said before, HubSpot tool it’s a complete one. It helped me to create an entire Knowledge base with the possibility to set the access for it, eather private or public.
The chat box it’s very used by our company, it helps to get in touch with our clients or the potential ones.
The customer team from Hubspot it’d very prepared with answers and very kind :)!

Puntos a favor:

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.

Puntos en contra:

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

Luvo
Customer Success en Sudáfrica
Tecnología y servicios de la información, 11-50 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Customer Relationship Management

5,0 hace 4 años

Comentarios: We use HubSpot as our CRM and it has been very effective tool.

Puntos a favor:

- Contacts and companies filters - Dashboards - Workflows - Calls

Puntos en contra:

- 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.

Laura
Customer Success Manager en Francia
Software informático, 11-50 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Service feedback

4,0 hace 4 años

Puntos a favor:

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

Puntos en contra:

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