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HubSpot Service Hub Logo
HubSpot Service Hub
4.4
(128)

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Cloud-based customer service solution for firms of all sizes

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(5)

HubSpot Service Hub Pricing, Features, Reviews and Alternatives

HubSpot Service Hub product overview

Price starts from

50

Per month

Flat Rate

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

128

Starting from

50

Per month

Flat Rate

Pricing options

Free plan
Subscription
Free trial
Pricing range

Value for money contenders

HubSpot Service Hub features

Functionality

4.0

/5

128

Total features

90

8 categories

Most valued features by users

Reporting/Analytics
API
Third Party Integrations
Chat/Messaging
Reporting & Statistics
Customizable Branding
Multi-Channel Communication
Activity Dashboard

Functionality contenders

HubSpot Service Hub users reviews

Overall Rating

4.4

/5

128

Positive reviews

Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8.28/10
Rating distribution

5

4

3

2

1

63

57

7

1

0

Pros
The best tool for a greater workflow, you can do everything you need to give the best elements for your clients.
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.
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.
Cons
There can be many layers to get through, and the lack of tags makes it hard to track.
In our case, a multi-language Knowledge Base is missing to make the KB more complete.
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.

Overall rating contenders

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Brooke W.

Head of Marketing

E-Learning, 1-10 employees

Review source

Overall Rating

Easy to keep track of issues, create surveys, automations

Reviewed 2 years ago

Transcript

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

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Josh A.

Verified reviewer

Information Technology and Services, 11-50 employees

Used weekly for 6-12 months

Review source

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

Share this review:

Hubspot Service Hub

Reviewed 3 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.

AR
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Anonymous Reviewer

Verified reviewer

Computer Software, 51-200 employees

Used daily for 6-12 months

Review source

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 3 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.

CE
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Chris E.

Consumer Services, 1-10 employees

Used daily for 1-2 years

Review source

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

Share this review:

Great solution for handling customer service tickets

Reviewed 9 days ago

It has been a great experience and has worked really well with out team processes.

Pros

We use live chat on our site and I love how it is integrated with the ticketing system so that those chats can be converted into tickets when necessary. We also love that we can use Slack to chat live instead of having to use the HubSpot interface.

Cons

It is a little cumbersome, but that is only because there are so many features and functionality. The free plan offers a ton, but once you need those extras, it gets pricy pretty quickly.

EH
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Ella H.

Pharmaceuticals, 11-50 employees

Used daily for 6-12 months

Review source

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 3 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.

TO
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Thierno Ousmane D.

Banking, 501-1,000 employees

Used weekly for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

HubSpot Service Hub, a good tool for a high-quality customer support.

Reviewed 3 months ago

Overall, HubSpot Service Hub is a good tool to take care of our clients and keep them. We combine taking charge of their queries and asking what could be improved in our business through the Feedback surveys function. Beyond the small and medium businesses (which once again are the most to use it), more and more big companies are using this product such as BBC, Suziki, or Airstream. So, it is a very promising product to watch. If the required update is done over time, it has the all chances to thrive in the market.

Pros

To start, It is important to know what is HubSpot Service Hub. It is an all-in-one software kind of type, that gives companies (mostly small and medium ones) the ability to run good and fast customer service. The ergonomy of the website is well-done giving us good and fluid navigation pleasure. The things that I like the most about this software are : - The Tickets function transmits all the queries...

Cons

- The ticket system still needs some improvements. It would be better to add a time tracking, from a ticket being opened till it closed. It would give the sum up of the time used to close a case. This would help us for internal metrics purposes. - Updates must be done to better optimize the search bar and fix some small bugs.

HubSpot Service Hub FAQs and common questions

Q. What type of pricing plans does HubSpot Service Hub offer?

HubSpot Service Hub has the following pricing plans:
Starting from: $50.00/month
Pricing model: Free, Subscription
Free Trial: Available


Q. Who are the typical users of HubSpot Service Hub?

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


Q. What languages does HubSpot Service Hub support?

HubSpot Service Hub supports the following languages:
English


Q. Does HubSpot Service Hub support mobile devices?

HubSpot Service Hub supports the following devices:
Android, iPad, iPhone


Q. Does HubSpot Service Hub offer an API?

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


Q. What other apps does HubSpot Service Hub integrate with?

HubSpot Service Hub integrates with the following applications:
BrightTALK Channels, Stitch, Wix, ClearVoice, Grow, CallRail, WooCommerce, ManyChat, Aysling, 360NRS, Teamwork, AdStage, Zapier, Bedrock Data, Instapage, Gmail, Odoo , Modus, Ambassify, Klipfolio, Unbounce, Airtable, Actionstep, Trello, Pipedrive, Paycove, Zoom Meetings, Leadfeeder, Supermetrics, Databox, Drift, WordPress, Dropbox Sign, 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, GoTo Webinar, LinkedIn for Business, Eventbrite, Meta for Business, Fomo, Justuno, Fivetran, monday.com, Seventh Sense, SurveyMonkey, Forecast, Outgrow, Privy, Google Meet, Skyvia, BuiltWith, Google Calendar, Ringover, PSOhub, SnapApp, OptinMonster, Stripo.email, Accelo, Call Loop, Retreaver, Mailchimp, NeverBounce, Instagram, Zoho Analytics, Vidyard, Asana, AgencyAnalytics, CoSchedule Marketing Suite, AdRoll, Promo.com, Pure Chat, Cyfe, Google Sheets, Intercom, Dialpad Meetings, Shopify


Q. What level of support does HubSpot Service Hub offer?

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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