HubSpot Service Hub Customer Reviews 2025

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HubSpot

HubSpot Service Hub

Composite Score

8.8 /10

CX Score

9.0 /10

309 Reviews

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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Awards & Recognition

HubSpot Service Hub won the following awards in the Customer Service - Enterprise category

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2024 Emotional Footprint Champion

Latest Award, 2024

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation
Conflict Resolution

Latest Award, 2024

2024 Data Quadrant Champion

2024

8 Top Rated Capabilities

10 Top Rated Features

2024

2023 Emotional Footprint Champion

2023

Strategy and Innovation
Service Experience
Product Impact
Conflict Resolution

2023

2023 Data Quadrant Champion

2023

7 Top Rated Capabilities

11 Top Rated Features

2023

2022 Emotional Footprint Champion

2022

Service Experience
Conflict Resolution

2022

2022 Data Quadrant Champion

2022

5 Top Rated Capabilities

10 Top Rated Features

2022

HubSpot Service Hub Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on HubSpot Service Hub.

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

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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?

2% Negative

5% Neutral

93% Positive

Pros

Respectful
Fair
Performance Enhancing
Enables Productivity

Feature Ratings

Average 82

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

Average 81

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

Also Featured in...

Customer Success

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Knowledge Management

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HubSpot Service Hub Reviews

Kate H.

Role: Information Technology
Industry: Healthcare
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jan 2021

Customer service product

Likeliness to Recommend

9 /10

What differentiates HubSpot Service Hub from other similar products?

I did not use similar products before.

What is your favorite aspect of this product?

This product is very effective in ensuring there is excellent service delivery to clients.

What do you dislike most about this product?

I have no dislike of this product in any way.

What recommendations would you give to someone considering this product?

This is very effective product that can lead to faster growth of business by offering good services to clients.

Pros

Continually Improving Product
Performance Enhancing
Fair
Client's Interest First

Savannah M.

Role: C-Level
Industry: Manufacturing
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Feb 2021

Intuitive, kind, and effective

Likeliness to Recommend

10 /10

What differentiates HubSpot Service Hub from other similar products?

Incredibly intuitive, easy-to-access customer success team and grows with you.

What is your favorite aspect of this product?

Access to workflows to automate efforts, as well as the intuitive knowledge base and self-service options for our customers.

What do you dislike most about this product?

The fact that teams have to continue paying more and more to fully unlock key features (AKA priced in modules).

What recommendations would you give to someone considering this product?

Fully outline your team's needs and explore where you truly need investment first to ensure you're purchasing the best modules for you.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Robert E.

Role: Sales Marketing
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Feb 2021

Very easy to use

Likeliness to Recommend

10 /10

What differentiates HubSpot Service Hub from other similar products?

ease of use

What is your favorite aspect of this product?

reporting capabilities

What do you dislike most about this product?

some features take longer to understand, but once you figure it out it makes my job easier

What recommendations would you give to someone considering this product?

Give it a shot!

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

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HubSpot Service Hub

What is HubSpot Service Hub?

Company Details

Need Assistance?

Awards & Recognition

2024 Emotional Footprint Champion

2024 Data Quadrant Champion

2023 Emotional Footprint Champion

2023 Data Quadrant Champion

2022 Emotional Footprint Champion

2022 Data Quadrant Champion

HubSpot Service Hub Ratings

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

+90 Net Emotional Footprint

How much do users love HubSpot Service Hub?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Customer Community Management Creation and management of branded and focussed user communities.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and service professionals e.g. team-based customer service.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Also Featured in...

Customer Success

Knowledge Management

HubSpot Service Hub Reviews

Kate H.

Customer service product

Likeliness to Recommend

Pros

Savannah M.

Intuitive, kind, and effective

Likeliness to Recommend

Pros

Robert E.

Very easy to use

Likeliness to Recommend

Pros

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Title

1
Since last award

1
Since last award

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