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HubSpot Service Hub Pricing, Features, Reviews and Alternatives

HubSpot Service Hub product overview

Price starts from

$

45

/momonth

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 benefits of using HubSpot Service Hub

• 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.

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Platforms supported

Web
Android
iPhone/iPad

Support options

Knowledge Base
FAQs/Forum
24/7 (Live rep)
Phone Support
Email/Help Desk
Chat

Training options

In Person
Documentation
Live Online
Webinars

HubSpot Service Hub pricing information

Value for money

4.2

/5

119

Price starts from

$

45

/momonth

Pricing options

Free plan
Subscription
Free trial
Pricing range

Value for money contenders

HubSpot Service Hub features

Functionality

4.0

/5

119
Total Features58 8 categories

Most valued features by users

Reporting/Analytics
Chat/Messaging
Third Party Integrations
Reporting & Statistics
Customizable Branding
Multi-Channel Communication
Live Chat
Alerts / Escalation

Functionality contenders

HubSpot Service Hub users reviews

Overall rating

4.4

/5

119

Positive reviews

93%

Write a review
Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8.3/10
Rating distribution

5

4

3

2

1

57

54

7

1

0

Pros
I also love the ability to house all of our self-serve information and FAQs in the Knowledge Base. This is the perfect way to link customers to an article that can help them quickly.

AP

Andraea P.

The best tool for a greater workflow, you can do everything you need to give the best elements for your clients.

NB

Nicholas B.

This is an amazing tool to have, especially since we are a tech company trying to give our customers the opportunity to learn about our platform and troubleshoot through issues themselves.

NJ

Nicollette J.

Cons
There can be many layers to get through, and the lack of tags makes it hard to track.

EB

Emma B.

In our case, a multi-language Knowledge Base is missing to make the KB more complete.

CC

Cristina C.

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.

EH

Ella H.

Overall rating contenders

Overall Rating

Easy to keep track of issues, create surveys, automations

Reviewed 9 months ago

Transcript

Brooke: Hi, my name is Brooke. I'm the Director of Customer Success, and I would give HubSpot Service...

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Hubspot Service Hub

Reviewed 2 years ago

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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A great way to manage support tickets!

Reviewed 5 months ago

Overall, once we got past set up, it has really streamlined our support processes! Would recommend.

Pros

I love how easy it is to manage tickets. Tickets come in through our website and our support team is automatically notified, the tickets are assigned a team member and populated on a nice workflow so no request falls through the cracks. Roping in team members is easy for behind the scenes communication and the analytics are really cool how they track monthly tickets closed, tickets closed by team members, how long it takes to close tickets on avg, etc.

Cons

Set up can really tricky. We had to hire a 3rd party team that met with our team and walked us through set up. With the potential for all the hubspot offers, there is some complexity.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend4/10

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

Reviewed 2 years ago

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Great choice for scaling up your Support Teams

Reviewed 2 years ago

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Great all-round experience and easy to use

Reviewed 2 years ago

The key business driver for this project was to not have to expand the CS team with business growth, instead making them more efficient and able to manage a greater amount of inbound enquiries. This was achieved.

Pros

It easily integrates with many other products. It can also be used across many teams/departments so passing leads etc can flow right though the business. It was easy to integrate and migrate current data, creating pipelines for new and existing deals. Customer support is helpful, so usually resolves any technical issues we have. The interface is very user-friendly, so even the computer-illiterate users within our business find it easy to use.

Cons

Auto-assigning based on current load is not present, so assigns tickets to users who already have a high workload instead of a user who can accept more. This is perhaps the biggest time saver but is needing to be done manually at the moment.

HubSpot Service Hub FAQs and common questions

HubSpot Service Hub has the following pricing plans:
Starting from: $45.00/month
Pricing model: Free, Subscription
Free Trial: Available


HubSpot Service Hub has the following typical customers:
Large Enterprises, Mid Size Business, Non Profit, Small Business


HubSpot Service Hub supports the following languages:
English


No, HubSpot Service Hub does not have an API available.


HubSpot Service Hub integrates with the following applications:
BrightTALK Channel, Stitch, Wix, ClearVoice, Grow, CallRail, WooCommerce, Aysling Service Operations, 360NRS, Teamwork, AdStage, Zapier, Bedrock Data, Instapage, Gmail, Odoo, Modus, Ambassify, Klips, Unbounce, Airtable, Actionstep, Trello, Pipedrive, Paycove, Zoom, Leadfeeder, Supermetrics, Databox, Drift, Wordpress, HelloSign, Twitter, Gravity Forms, Woopra, Sakari, Stripe, JotForm, Salesmsg, Powtoon, Salesforce Sales Cloud, DataHero, Wistia, Slack, Google Contacts, LoyaltyLion, Aloware, Canva, Proposify, adam.ai, Lucky Orange, BigTime, PhoneWagon, GoToWebinar, LinkedIn, Eventbrite, Facebook, Fomo, Justuno, Fivetran, monday.com, Seventh Sense, SurveyMonkey, Forecast, Outgrow, Privy, Google Meet, Skyvia, BuiltWith, Google Calendar, RingOver, SnapApp, OptinMonster, Stripo.email, Accelo, Call Loop, Retreaver, Mailchimp, NeverBounce, Instagram, Zoho Analytics, Vidyard, Asana, AgencyAnalytics, CoSchedule, AdRoll, Promo.com, Pure Chat, Cyfe, Google Sheets, Intercom, UberConference, Shopify


HubSpot Service Hub offers the following support options:
Knowledge Base, FAQs/Forum, 24/7 (Live rep), Phone Support, Email/Help Desk, Chat

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