HubSpot Service Hub

Hubspot Service Hub

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.

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

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.

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

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.

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

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.

It's pretty much the best Service and Customer Success Platform out there

Puntos a favor:

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

Puntos en contra:

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

Alternativas consideradas: LiveAgent, Zoho Desk, ChurnZero y Zendesk Suite