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
Frances W.
- Role: Sales Marketing
- Industry: Retail
- Involvement: Business Leader or Manager
Submitted Jul 2021
UX is great, but lacking in functionality
Likeliness to Recommend
What differentiates HubSpot Service Hub from other similar products?
I can't think of anything that differentiates HubSpot other than it appearing to have great features but it's lack of ease of use. It is hard to accomplish things in HubSpot, but it was easy enough to get the team up and running as users.
What is your favorite aspect of this product?
The dashboard and reporting are my favorite aspect of the product. It is easy to update and pull the information that I needed in those areas.
What do you dislike most about this product?
I am not a fan of HubSpot as a CRM. It is incredibly difficult to work on emails in the ticketing section, updating the status of the contacts is difficult. The tagging of topics is very manual. There isn't enough automation without getting hit with a paywall.
What recommendations would you give to someone considering this product?
Shop around, and make sure you know what you want to use the CRM for as far as functionality. It looks like it has all the bells and whistles, but then in use it is a lot of work to navigate and use.
Pros
- Continually Improving Product
- Trustworthy
- Unique Features
- Respectful
Cons
- Less Reliable
- Less Performance Enhancing
- Less Productive
Aaron D.
- Role: Sales Marketing
- Industry: Recreation
- Involvement: End User of Application
Submitted Jul 2021
The software keeps me engaged with customers.
Likeliness to Recommend
What differentiates HubSpot Service Hub from other similar products?
I believe its allot like salesforce, but it costs less and requires less administration.
What is your favorite aspect of this product?
Tracking e-mail opens.
What do you dislike most about this product?
Seems like its always crashing and logging out.
What recommendations would you give to someone considering this product?
This will get a CRM up and running in the shortest amount of time.
Pros
- Helps Innovate
- Continually Improving Product
- Inspires Innovation
- Generous Negotitation
Cons
- Vendor's Interest First
- Less Friendly Negotiation
Laurane M.
- Role: Sales Marketing
- Industry: Insurance
- Involvement: End User of Application
Submitted Jul 2021
Nice and complete.
Likeliness to Recommend
What differentiates HubSpot Service Hub from other similar products?
I have no fair comparison in mind
What is your favorite aspect of this product?
Easy to use
What do you dislike most about this product?
Tickets are different objects as conversations
What recommendations would you give to someone considering this product?
Think of how you want to manage customer service requests : is it with tickets and pipelines? Not at all? Consider your needs before diving into product demos
Pros
- Respectful
- Trustworthy
- Helps Innovate
- Continually Improving Product
Cons
- Less Generous
- Vendor's Interest First
- Under Delivered
