HubSpot Service Hub Pricing, Features, Reviews & Comparison of Alternatives

HubSpot Service Hub

Cloud-based customer service solution for firms of all sizes

4.42/5 (106 reviews)

HubSpot Service Hub overview

What is HubSpot Service Hub?

HubSpot Service Hub is a cloud-based customer service platform, which is designed to simplify processes for managing customer queries and improving client engagement for businesses of all sizes. It allows users to connect with customers through live chat, one-to-one customer communications, conversational bots, canned responses and more.

Key features of HubSpot Service Hub include customer feedback, surveys, insights, reporting, alerts, a customer database, knowledge base, goal management, and team email aliases. Businesses can use the platform to quickly answer customer queries by sending help documentation, recording short videos and creating custom email templates based on specific queries. It comes with an unified inbox, which records all communication and provides a full history of customer service for other representatives to refer to in similar cases.

With automated customer marketing emails and a searchable knowledge base, HubSpot Service Hub enables businesses to retain customers through streamlined, self-service access to case resolutions. It facilitates integration with several third-party applications such as Salesforce, HelloSign, Slack, GoToWebinar, CallRail, Typeform, Hotjar, Klipfolio, Lucky Orange, and more.
www.hubspot.com

Pricing

Pricing options
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Asia, Australia, Canada, Europe and 3 other markets, Germany, India, Japan

Supported languages

English
HubSpot Service Hub screenshot: HubSpot Service Hub customer loyalty screenshotHubSpot Service Hub - A Customer StoryHubSpot Service Hub screenshot: HubSpot Service Hub emails screenshotHubSpot Service Hub screenshot: HubSpot Service Hub knowledge base screenshot

HubSpot Service Hub reviews

Value for money
Features
Ease of use
Customer support
  4.3
  4.0
  4.4
  4.6
Josh Albrechtsen

Hubspot Service Hub

Used weekly for 6-12 months
Reviewed 2019-11-12
Review Source: Capterra

Overall, Service Hub has been a pleasantly surprising experience.

Pros
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.

Cons
I'd love to see an OAuth option in the future to put our knowledge base behind a login.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Brigitte Suijk

Great choice for scaling up your Support Teams

Used daily for less than 6 months
Reviewed 2020-01-30
Review Source: Capterra

I have really appreciated the Customer Support provided by HubSpot; they are quick to find resolutions to problems, and their support team is courteous and friendly. The ease of use of the product, despite some shortcomings, will allow our Support team to automate more and scale up faster and more effectively.

Pros
I love how convenient it is to make filters to see your tickets, change the status or update ticket fields, add "Snippets" for responses frequently used, and how easily conversations are looped together without creating duplicate tickets. Even duplicate tickets can be merged together seamlessly! I also love how easy it was to create and edit a "Contact Us" form, along with creating the workflow for the response email. It really gives us the power to do more with fewer technical skills needed.

Cons
I would like for them to improve how companies are added to inbound customers who may not already be in the CRM; it is harder to automate/add to pipelines, as we are a B2B company, and the users of our product are most often not already in the CRM. I would also love to be able to edit the email content previous to my responses; oftentimes our Client Success Managers will send emails forwarding a request from a customer, and I have to copy the previous email sent to exclude the instructions from the CSM. It takes a little extra time. The other item I would like to be able to do is to paste small excel tables into the body of an email; I've had to switch to attaching the excel documents or reformatting the content to be in the style of bullets.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Rachel Hoover

Good Overall, Can be Overwhelming/Cluttered, Still Improving

Used weekly for less than 6 months
Reviewed 2019-12-03
Review Source: Capterra

We are still new to the Service Hub, which is HubSpot's newest hub, but I see great potential as we continue to learn and customize our instance, and as HubSpot continues to improve Service Hub.

Pros
The ticketing side of HubSpot Service Hub is very flexible conveniently and seamlessly integrated with the HubSpot CRM. The line is blurred between ticket and conversation, which makes interactions with leads and customers more human (HubSpot's whole mission, essentially). There are good integrations with Calendly (new!), Appcues, Gmail, etc. plus the native features such as tracking knowledge base views, opens and clicks on emails, logging calls, etc. that make HubSpot a central record of all customer interaction and give us visibility on the whole journey. Associating a ticket with a CRM record (contact, company, deal) is easy and extremely flexible (unlike a help desk tool I've used before): in HubSpot there doesn't have to be an exact 1:1 relationship between all those things. We can just associate whatever message with whatever record it is actually associated with (helpful for cases like consultants who use our software themselves but also help out with other users' accounts). Plus, a couple other details: 1. being able to respond to live chat in Slack is great; ultimately, you need to view the customer/lead details in HubSpot anyway, but it's good to be able to send a quick, "Hi there, let me look into that for you!" even when I'm not on the chat page in HubSpot yet; 2. the "board" view vs. the "table" view for tickets is great to visualize the pipeline. Overall, I am pleased so far, and HubSpot shows a desire to improve this tool further.

Cons
The radical flexibility and pulling all information about the customer together can get overwhelming and clutter up the screen. Luckily, you can filter out whatever you don't want to see very easily, but it's hard to know what to filter out if you're not looking at all of it to begin with. The knowledge base is not nearly as flexible as the other parts of the tool, e.g. you can't have multiple knowledge bases, and there is very little ability to customize the look/feel (although they are improving this part). Some other things that are strangely inflexible: the support/ticket form (we opted to use a marketing form instead and build a workflow to trigger a ticket, at our HubSpot account manager's recommendation!); and teams (agents can only be on one team and can only view tickets for their own team).

Rating breakdown

Ease of use
Features

Likelihood to recommend: 8/10

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Ella Hughes- Johnson

Its good CRM but is more suited for Marketing rather than a Service Role

Used daily for 6-12 months
Reviewed 2019-10-21
Review Source: Capterra

It has some great functions but compared to some other CRM services it is limited and sometimes difficult to navigate

Pros
Easy to retrieve all of the information on a customer. Can keep all the records/notes/emails all under one email address.

Cons
The ticket system is not designed for high volume. You can't see if another team member is in the ticket. If the customer replies back to an closed to ticket it doesn't reopen so we miss emails unless we are double checking our notifications. Limited reporting.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 4/10

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Jon Urdirotz Gorospe

Is great to have it all together in one place

Used daily for 6-12 months
Reviewed 2019-11-13
Review Source: Capterra

It took us some time to get used to the new way of working but after that period, Service Hub has prove to be another Key Pilar of our daily operations. Together with the rest of Hubpost modules ( CRM, Marketing, Website...) is a great addition to a better way of working with our clients.

Pros
The fact that you can add your Support desk to the CRM and see everything in one place is priceless. Honestly, that is the 1 thing that made us go for it. Before we had to rely on jumping from one platform to another and on many API integrations. We may have lost some bells and whistles that we enjoyed before, but the overall impact is positive. We manage: Chat, tickets, feature requets, bugs and help emails from the same place. Before was a bit of a nightmare.

Cons
As I said, we lost some cool functionality that we had before in some of the features. We hade 1 chat provider and another provider for tickets. And of course, they have some more advanced features but in the end. We could get around without them or simply be creative and do some other things. For example, it may sound stupid, but the chat doesn't have Emojis. Emojis are key to the way you comunicate today. You can simply use Control+Comand+Space, and use the emoji window.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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HubSpot Service Hub pricing

Pricing options
Free trial
Subscription
View Pricing Plans

HubSpot Service Hub is free to get started and will grow with you.
Service Hub Starter starts at $50 per month.
Service Hub Professional starts at $400 per month.
Service Hub Enterprise starts at $1,200 per month.
See more information here: https://www.hubspot.com/pricing/service?edition=starter&term=monthly

HubSpot Service Hub features

Chat
Customizable Branding
Email Integration
Knowledge Base Management
Multi-Channel Communication
Reporting & Statistics
Support Ticket Management
Surveys & Feedback
Third Party Integration

API (200 other apps)
Activity Dashboard (104 other apps)
Automatic Notifications (98 other apps)
CRM Integration (83 other apps)
Contact History (72 other apps)
Instant Messaging (94 other apps)
Monitoring (96 other apps)
Real Time Analytics (68 other apps)
Self Service Portal (69 other apps)
Social Media Integration (86 other apps)
Workflow Management (76 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Videos and tutorials

Additional information for HubSpot Service Hub

Key features of HubSpot Service Hub

  • Account Alerts
  • Account Management
  • Automated Routing
  • Canned Responses
  • Customer Engagement
  • Customer Engagement Center
  • Customer Lifecycle Management
  • Geo Targeting
  • Help Desk
  • Interaction Tracking
  • Known Issue Management
  • Live Chat
  • Macros/Templated Responses
  • Offline Form
  • Proactive Chat
  • Queue Management
  • Real-time Chat
  • Real-time Consumer-facing Chat
  • Reporting/Analytics
  • Support Ticketing
  • Transcripts/Chat History
  • Transfers/Routing
  • Website Visitor Tracking
  • Workflow Configuration
View All Features

Benefits

• Turn customers into promoters with communication tools for carrying out conversational, contextual, interactions.

• Facilitate collaboration through the Conversations inbox which gives all team members a contextual overview of a customer's history and previous interactions.

• Turn chats and emails into actionable tickets which can be prioritized, categorized, and tracked, in order to facilitate end-to-end customer service.

• Aid customers with self-service resolutions by creating a custom Helpdesk and knowledge base for customers to access online.

• Utilize HubSpot Service Hub's feedback and advocacy tools to gather insight into customer sentiment and identify areas for improvement.