What is HubSpot Service Hub?
To increase customer retention, you need to focus on delivering customer value. Service Hub turns your customer experience from a cost center to a revenue driver. Service Hub brings all your customer service data and channels together in one place, and helps scale your support through automation and self-service. More time for proactive service that delights, retains, and grows your customer base.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
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Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
89 Likeliness to Recommend
1
Since last award
97 Plan to Renew
1
Since last award
81 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
+90 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love HubSpot Service Hub?
Pros
- Respectful
- Fair
- Performance Enhancing
- Enables Productivity
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Customer Service Knowledge Management
Customer Community Management
Contact Center Integration
Agent Scripting
Customer Self Service Capabilities
Analytics and Reporting
Agent Collaboration
Intelligent Search
Multi Channel Support
Customer Service Workflow Management
Mobile Customer Care
Vendor Capability Ratings
Ease of Implementation
Business Value Created
Usability and Intuitiveness
Quality of Features
Ease of IT Administration
Vendor Support
Ease of Data Integration
Availability and Quality of Training
Product Strategy and Rate of Improvement
Breadth of Features
Ease of Customization
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HubSpot Service Hub Reviews
Michaela D.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Sep 2021
features/customisation lack inlarge Service System
Likeliness to Recommend
What differentiates HubSpot Service Hub from other similar products?
Gives the kanban bored capability, Like that it keeps sales and service interactions separate, lacks heavily in visual customisation,
What is your favorite aspect of this product?
ability for some staff to use conversations/email view and other staff to use Kanban, multiple workflows and ways to achieve same process, that is easier/suits different staff, enjoying the reporting side / analytics of my team, feedback surveys are easy to create and manage,
What do you dislike most about this product?
the entire system is a dull grey colour, the entire system...give me a dark mode at least we have a large technical ticket system we have created in HubSpot, 20+ tickets in each stage, very difficult to see at a glace priority, current status, issue that is occurring, would like tags (other then a small red / green dot) to track priority, internal escalation, difficult to see amount of staff interacting on a ticket as all notes. emails are a plain grey colour,
What recommendations would you give to someone considering this product?
if you have a large/multi-faceted technical ticket system, HubSpot is not here yet, would be better to use a specific system made for this purpose not just service hub, great for small internal communications on issues, but quickly gets messy with a large influx of multiple products and issues,
Pros
- Respectful
- Acts with Integrity
- Effective Service
- Caring
Cons
- Less Performance Enhancing
- Security Frustrates
- Less Productive
- Role: Industry Specific Role
- Industry: Technology
- Involvement: End User of Application
Submitted Sep 2021
User friendly once you have the product knowledge
Likeliness to Recommend
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
- Role: C-Level
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Sep 2021
Very easy to use but can get pricey
Likeliness to Recommend
Pros
- Performance Enhancing
- Efficient Service
- Respectful
- Enables Productivity
Cons
- Vendor Friendly Policies
- Less Friendly Negotiation
