HubSpot Service Hub Reviews - Pros & Cons, Ratings & more

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HubSpot Service Hub is a cloud-based customer service platform, which aims to simplify processes for managing customer queries & improving client engagement. It allows users to connect with customers via live chat, one-to-one customer communication, conversational bots, and more.

HubSpot Service Hub

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Digital Marketing Specialist

Hubspot is easy to use and has a robust support/helpdesk - always ready and happy to help with any queries.

Costumer Success Assessor

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

Customer Success Specialist

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.

CRM Operations Manager

This is easy to use, clear and customisable. The recent updates to the template editor are welcome and allow us to make our help centre our own.

Customer Experience Expert

I love how it keeps contacts so organized. Their deals and communications etc. I also love that we can sort the tickets by pipelines and set up automatic responses.

Customer Success

Whenever there is a bug or issue it is addressed immediately. Our company loves using hubspot for many reasons but mostly how user friendly it is and easy to navigate.

VP of Operations

The integration of the service system with rest of Hubspot is a significant advantage when it comes to having all the info needed at hand when helping clients.

Customer Success Manager

On top of that, it's easy to customize various parts of the Service Hub to fit your needs. The overall ease of use is what sets Service Hub apart for me.

Sales Marketing Manager 

The ticketing system is excellent, allowing me to prioritize and manage customer requests efficiently. The chatbot functionality is also useful – I can customize it to suit my business needs.

They provide all the assistance you need, so as long as you're willing to investigate and ask for help, this is a really nice product.

Sales Manager

Great value for the money. You will be able to integrate marketing, customer service,  sales and have them communicate across all teams seamlessly.

DIgital Marketing

Really easy to use and start operating as a small business was super helpful.

Operations Coordinator

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.

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

Director of Organizing and Client Success

The Slack integration is the best and helps make sure balls aren't getting dropped with workflows that trigger support notifications and tasks.

Customer Success and Engagement

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

Channel Support Manager 

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.

The ticketing functionality is extremely limited and counter-intuitive to use. You get the sense that the functionality has been half-built and rushed out.

Salesforce Sales Cloud

Salesforce Service Cloud

Overall, Service Hub has been a pleasantly surprising experience.

Hubspot Service Hub

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. 

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

HubSpot Service Hub is not a mature product - Stay away if you can

Was researching on different types of services to use for a project and only wanted information on a specific thing. I got that information but was later reached out to upgrade to a larger service I wasn't looking into.

Their service is too good?

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. 

Great all-round experience and easy to use 

We started using Hubspot Service Hub overall when Hubspot presented their Chat feature.  We have seen many improvements and new features have been implemented throughout the year so I'm positive it will become even greater tool in the future. Would recommend.

Overall system for managing your customers that keeps constantly improving

I've been working with Hubspot along with the rest of my team for 4 months and it's only getting better. There is a LOT to explore and it's so easy to have everything working together.

Easy to keep track of issues, create surveys, automations

Great experience and hard to find any faults as the features continued to be improved over time

Great software

Service Hub has been fantastic as a ticketing, customer feedback and chat tool. The integration with the rest of HubSpot ensures that I have the latest data on my customers when  they are  communicating with us.

Great support tools for small to mid-market companies

The new support 

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.

Great choice for scaling up your Support Teams

Our experience with Service Hub has been great.  The transition from our previous product was fairly painless (and they've added even more features to help with that transition since we've switched), and we've had outstanding customer service when we've had questions or issues arise. 

Great way for our team to stay organized! 

Our experience has been okay with Hubspot setup. Our onboarding specialist has been trying to help us through some situational challenges with what we are wanting to accomplish within Hubspot, but we keep running into limitations of what Hubspot offers within Service Hub so far. I think they just need more time to further develop with the feedback from customers. 

Service Hub needs to be further developed

It's taken a while to learn the idiosyncrasies of the platform and get it into workable, flexible solution for multiple clients but its very good and the experience has been positive. 

It has it's flaws but overall t's a great piece of softwareThe usability of the software and how eas

Overall it's been a significant force multiplier to our entire operations team, not just support. 

Solid customer service system that's more than a helpdesk

All your client data and conversations in one place!

 My Expereince With HubSpot Service Hub

HubSpot Service Hub overall is user friendly and makes it easy to organize your calls and tickets..

Reviewing HubSpot Service Hub

It's great if you want the free membership, even if you are working in a team.

Great growth stats for a Customer service.

Overall, HubSpot Service Hub is a powerful customer service platform that offers an impressive array of features to help businesses deliver exceptional support experiences. With its intuitive interface, robust ticketing system, knowledge base functionality, and insightful analytics, it empowers organizations to enhance customer satisfaction and streamline their support operations. Despite the need for more integration options, HubSpot Service Hub remains a top choice for businesses seeking to elevate their customer service capabilities.

HubSpot Service Hub- An excellent customer service platform

Overall, the ticketing in the service hub is what i would like to acknowledge. This is very time savvy, and helps coordinate the workload of the team. It is viewable by everyone and each team player is held accountable for the turn around of their work. In our business we have a response time of 24-48 hours, and the tickets just show you the details you need to know and the whereabouts of that response. This is essential for the front of house team to be able to relay to the client at any given moment and any team member can do this. 

Ticketing

Our customers love being able to use the chat and have a knowledge base where they can search for how to resolve taks.

Great tool for tracking our customers and making sure we are staying on track

The Hubspot KB looks nice, works well, and meets the needs of very basic users. But in order to really 

Great upgrade but key elements still missing

HubSpot's Knowledge Base has allowed my company a place to collect important information for contractors nationwide. It is a place for them to turn to with questions or clarifications, and to learn more about their expectations. I feel like it really stepped up my company's ability to provide on-demand assistance. 

HubSpot's Knowledge Base Prioritizes Ease of Use

The knowledge base has been a very valuable tool for our group. We've been able to drastically cut down on customer support requests as a result of the knowledge base. In the same vein, the feedback tool allows us to keep a pulse on our customer base.  Lastly, the tickets portion is very user friendly and has allowed us to be more data driven when it comes to support strategy. 

I couldn't live without it!

Head of Marketing

Brooke:                                                Hi, my name is Brooke. I'm the Director of Customer Success, and I would give HubSpot Service Hub a four star rating. For more ratings, you can look at the link below.
                                                       Before HubSpot Service, I was working with Freshdesk and while their system was actually pretty good, it was not connected to our CRM and to marketing and sales efforts. And what's amazing about HubSpot Service is I'm able to look at tickets and what's coming in to our support and service area and connect it back to the different contacts that are associated with deals in the sales pipeline and marketing sequences that are going on.
                                                       I chose HubSpot Service for a few reasons. One is that it's connected to our larger CRM, which is associated with HubSpot, so everything is connected to the marketing and sales channels, which is really helpful when collaborating with different teams. As the Director of Customer Success, it's really important for me to keep track of all of our tickets and be able to categorize them between our current customers, our potential customers, and people who are just trying out the system. And also it's just a super easy and intuitive platform that makes it really helpful to quickly go through all the tickets, create knowledge base articles, and do so many things that are so crucial as someone working on the support CS side.
                                                       Getting started with HubSpot Service was actually super easy. The only hard part that needed to be done was importing previous tickets into the HubSpot system. That took just a few hours of work overall, otherwise everything else was super easy. Creating all the new articles for the knowledge base is also super simple because they help you import what you have from our previous platform as well. So HubSpot is really big on making sure your onboarding process is quite seamless and it has made for our start with them for the past few months super helpful.
                                                       Something that we recommend for teams that are considering HubSpot service is to understand on what other components in your company are being used. So for example, if the sales team is working with a completely different platform or the marketing team is working with something else, you need to see if all of those different elements can be integrated within HubSpot itself, because what's amazing about HubSpot is having all those different elements interconnect, make your job for yourself, for your team, for your colleagues on another team, so much easier, and you can work seamlessly and understand how everything is working together. Our issue with our previous platform was that it wasn't connected to our CRM, and now with HubSpot Service, it makes things way easier.

HubSpot Service Hub Reviews

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