HubSpot Service Hub vs. Medallia

I'd recommend HubSpot Service Hub for sure. When switching from a different platform to HubSpot Service Hub orgs and admins can count with a vast number of trainings in HubSpot Academy and most of them are free. This means users will find the resources they need without needing to reach for their superiors for training sessions or guidance.

Incentivized

Any customer service industry would benefit from implementing Medallia. This is your one-stop-shop for everything surveying and data analytics. I have personally seen this successfully implemented in both software companies and retail. Medallia offers multiple integration options to create connected applications in your business. This is designed as an enterprise solution, smaller businesses may find it difficult to justify the cost.

Incentivized

• It makes it easier for us to keep track of customer awareness and review in one spot.
• The great thing about how easy it is to use all of its fantastic tools.
• The ability to check customer retention.
• It's easy to track and measure the success of our organization's sales team.
• This is a fantastic all-in-one customer success suite that includes ticketing.

Incentivized

• It provides a rating for customers to rank how satisfied or not satisfied they are with the service.
• As an Account Manager, this is a helpful tool to hear customers' experiences and feedback.
• It helps us manage our next steps because the tools also provide options to note the action taken and if the issue has been resolved or not.

Incentivized

• The app is a bit confusing and does not seem to have all of the features that the online browser does
• A bit expensive. I do think it is worth it because of the simpleness but it is a very pricy software
• Sometimes when you reach out to HubSpot Service Hub support, they send you a link to public articles instead of helping. But sometimes they do jump in and look

Incentivized

• Our service model does not provide any ownership over the platform. We have to engage our Medallia Project Team to build surveys, troubleshoot issues, make changes to surveys, reports, and dashboards, resulting in long turnaround times and inefficiency.
• Medallia charges for both "units" and users. "Units" are defined as named individuals in surveys, but don't have log-in privileges. In our case, they are customer service agents or business consultants that engaged with the client but are not part of our closed-loop case management process or access to the platform.

although it has room for improvements, this is still a very robust service hub for any type of software. An internal comment I often heard was, that if we were to make this as good as for example zendesk, it shouldn't have to feel like we must have external systems integrated to the HubSpot Service Hub (in zendesk, most things happen within the same system). I suppose this is more a matter of preference, because just like all other hubs, we see way more benefits of allowing our service working in the same way as the other departments (which won't happen if you have an external service system).

Incentivized

Medallia's user interface is simple and intuitive for the end-user. Everyone in our organization from the CEO to store level team members use Medallia to see how we are delivering experiences for our customers. From an administrative side, I would rate Medallia closer to a 7.5, but this part of Medallia is not used as often post-implementation. That being said, you will need a technical/IT resource on staff or will need to pay a premium to a 3rd party to manage it for you.

Incentivized

Medallia is always there to answer questions and/or support our needs. In some cases it does require a PO if the request does not fall under normal support, but that does not change the fact that they are very responses and available to support your needs

Incentivized

We were previously using Salesforce.com for our Support Team Ticketing System. Our company implemented HubSpot Marketing Hub and were looking at the CRM Hub for sales/business development, so it made sense to use one system that could support our enterprise needs. We had a very bad experience with Salesforce.com - mainly customer support and billing issues. In my opinion, they have rested on their laurels for too long and got too big to take care of their smaller clients. We find the HubSpot Service Hub team members to be easier to work with and support to be better.

Incentivized

We are also using Salesforce.com for our customers/clients' records, usage, cases, and such. Like Medallia, we are using Salesforce.com to understand the different account usage based on the services we provide. With the data provided by Salesforce.com, we would understand where we are lacking, which parts we are strong in, and which part of the service needs improvement. All in all, both products are very helpful and, [conveniently,] both are integrated into one another.

Incentivized

• Survey results allow is to determine a conference's success, regardless of registration numbers.
• The comments within the survey and the ease of aggregating those comments allow us to make changes based on the themes of the responses.
• There are other aspects of the tool that we will begin to use soon that we will be able to speak about in future reviews.

Incentivized

• It does play a big role when we are running a referral campaign. Referral greatly affects sales and retention since customers are bringing in new clients/customers.
• It helps our organization keep track of the accounts that are most likely to churn by checking their feedback and knowing how we can improve our service.

Incentivized