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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View HubSpot Service Hub in this category (opens in a new tab)

Knowledge Management

Translation missing: en.product_page.ratings.score 8.5

View HubSpot Service Hub in this category (opens in a new tab)

HubSpot Service Hub Reviews

M Usman K.

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

Validated Review

Verified Reviewer

Submitted Jan 2021

Easy to integrate. Analytics are basic, but okay.

Likeliness to Recommend

7 /10

What differentiates HubSpot Service Hub from other similar products?

Provides a very simple, plug and play solution with Knowledge Hub that is also available through chat. Much like Hubspot's own Customer Service which sets a benchmark.

What is your favorite aspect of this product?

It's easy integration with chat.

What do you dislike most about this product?

Inability to track which user read a particular Knowledge Base article, and therefore the inability to pre-emptively save a possible churn by solving their issue.

What recommendations would you give to someone considering this product?

Go for it if you're already using Hubspot as a CRM solution. It integrates perfectly.

Pros

Saves Time
Fair
Transparent
Security Protects

Cons

Charges for Enhancements

Kiersten N.

Role: Operations
Industry: Communications
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jan 2021

Great product, however not so intuitive

Likeliness to Recommend

8 /10

What differentiates HubSpot Service Hub from other similar products?

Notifications

What is your favorite aspect of this product?

Pipeline organization

What do you dislike most about this product?

The Tasks disappear

What recommendations would you give to someone considering this product?

Great for organization

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Emma r.

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

Validated Review

Verified Reviewer

Submitted Jan 2021

Great product!

Likeliness to Recommend

10 /10

What differentiates HubSpot Service Hub from other similar products?

Hubspot Service integrates seamlessly with other Hubspot products making it easy to improve customer engagement.

What is your favorite aspect of this product?

The knowledge base.

What do you dislike most about this product?

The workflows are somewhat limited.

What recommendations would you give to someone considering this product?

I would definitely recommend this product.

Pros

Trustworthy
Saves Time
Fair
Friendly Negotiation

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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

M Usman K.

Easy to integrate. Analytics are basic, but okay.

Likeliness to Recommend

Pros

Cons

Kiersten N.

Great product, however not so intuitive

Likeliness to Recommend

Pros

Emma r.

Great product!

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