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HubSpot Service Hub

Score8.3 out of 10

52 Reviews and Ratings

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What is HubSpot Service Hub?

HubSpot Service Hub aims to bring customer service data and channels together in one place, and helps scale support through automation and self-service. According to the vendor, Service Hub provides more time for proactive service that delights, retains, and grows your customer base.

Categories & Use Cases

Media

where Service Hub helps to quickly address service tickets

Key Features

Learn about the best (and worst!) features HubSpot Service Hub has to offer, as determined by TrustRadius' reviewers.
Based on 52 ratings of HubSpot Service Hub's features
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Top Performing Features

  • Help Desk CRM integration

    Integrates with CRM so that tickets and support communications are coordinated with customers' records.

    Category average: 8.6

  • Customer portal

    Customer portal allows customers to submit tickets themselves and/or access self help resources.

    Category average: 8.2

  • External knowledge base

    Customers can self-service by searching through help articles.

    Category average: 8

Areas for Improvement

  • Organize and prioritize service tickets

    Prioritize tickets to ensure most urgent are tackled first

    Category average: 8.6

  • Social integration

    Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

    Category average: 8

  • IVR

    Includes an interactive voice response system for routing callers to the correct agent or information.

    Category average: 8.1

Reviews

What users are saying about HubSpot Service Hub.
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HubSpot Service Hub gives traction to Marketing Ops

Incentivized
Dácio AppolinarioView profile
Marketing Automation Advisor in Marketing at Marvel Marketers (51-200 employees employees)

Use Cases and Deployment Scope

HubSpot Service Hub has a vast portfolio and is able to reach different needs and pains in all businesses. I currently use HubSpot CRM and Marketing, which enables my org to talk to different segments of clients and also (my favorite) build landing pages and emails in just a few minutes, reducing costs, time and efforts with designers and agencies.

Pros

  • Build of Landing Pages and Emails in just a few minutes
  • Implementation of 'difficult' automation flows in a visual way (reducing time for logics and expressions)
  • Record of visits, communications, delivered and opened emails

Cons

  • I'm not completely sure of how HIPAA compliant HubSpot Service Hub is and found it difficult to get this info. I'd love it to be 100% compliant so I could explore more the uses of it.

Return on Investment

  • HubSpot Service Hub may be expensive for companies that don't make their revenues is USD. But this changes when you see your results, sales and customer satisfaction rates raise considerably.

Usability

Alternatives Considered

Braze and Adobe Marketo Engage

Other Software Used

Braze, Adobe Marketo Engage, Stripo

Just scratching the surface of HubSpot ServiceHub. Cant wait to do more with it.

Incentivized
Daniel McHughView profile
Director of Marketing in Marketing at Financial Planning Association (11-50 employees employees)

Use Cases and Deployment Scope

We mainly use ServiceHub for its survey and NPS capabilities. Once we realized that it met the needs of our conferences and events team for their post-event surveys, we made the purchase and stopped using our previous provider. Next for us is to add the ChatBot that is part of the product, and then we'll see what we can add from there.

Pros

  • Easy to build surveys.
  • Great reporting on those survey results.
  • We haven't used it yet, but the new AI tool for training the chatbot looks very cool, and we're looking forward to implementing it.

Cons

  • More reporting is always better.
  • Easier to tie NPS results to things in the MarketingHub.
  • There is an opportunity to add more automated email reminders for people to complete the survey. Currently, it only sends one.

Return on Investment

  • 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.

Usability

Alternatives Considered

SurveyMonkey and CadmiumCD

Other Software Used

HubSpot Marketing Hub, HubSpot CMS Hub, iMIS

Great Software Support Ticketing System

Incentivized
Verified User
C-Level Executive in Corporate (501-1000 employees employees)

Use Cases and Deployment Scope

We utilize HubSpot Service Hub as our Support Desk ticketing system. We are a software provider and HubSpot Service Hub provides a way for our client users to submit support requests and issues to our team. Using HubSpot Service Hub we are able to log, document communication and information related to the ticket, track status, automate notifications to clients, and provide updates on status to our clients. If bugs or technical issues are identified that need to be escalated to our development team, we are integrated with JIRA (our development ticketing system) so that we can continue to track the status of the JIRA tickets. The dashboards and analytics help us to monitor ticket volumes by date ranges (day, week, month, quarter, year, or custom), by client, product, team member, etc. There is a client portal feature that is available, but we have not been able to utilize yet because of domain issues (on us), but we hope to implement that functionality so that clients can check on the status of their tickets without contacting us.

Pros

  • Customizable to your processes and use case
  • User-friendly / intuitive
  • Dashboards, Reports and Analytics
  • Available Integrations (JIRA, etc.)

Cons

  • We've had some issues setting up the Client Portal functionality because we merged with another company and are still operating under two domains; Setting up the Client Portal could be easier or they could provide better support to help us work through it
  • We've been able to do everything we need to do with HubSpot Service Hub

Return on Investment

  • HubSpot Service Hub has enabled us with the data we need to make the business case to expand our Support Team based on the increase in number and complexity of support tickets.
  • By allowing us to automate certain communications within the ticket lifecycle, HubSpot Service Hub has saved our Support Team members time and increased efficiency.
  • HubSpot Service Hub allows us to provide the metrics and reports that our clients require on a weekly, monthly and annual basis.

Usability

You can't go wrong with HubSpot Service Hub!

Incentivized
Verified User
Administrator in Customer Service (201-500 employees employees)

Use Cases and Deployment Scope

HubSpot Service Hub has grown into an all-in-one platform, comprising of its various hubs, and they have done it so incredibly well in the past few years. You cannot find a more user-friendly CRM system out there that you can tailor to your actual business needs without breaking the bank. Instead of being stuck in old and confusing legacy setups (like many of their competitors are), the UI and UX of HubSpot Service Hub is tailored about being easy, so that you can spend more time on useful things in HubSpot Service Hub, rather than chasing instructions.

Pros

  • User Friendly
  • Intuitive
  • Seamlessly connects all data points across departments
  • Tailor to your actual business needs

Cons

  • Customer Success Hub has been somewhat limited, although new improvements have been announced
  • Perhaps a bit clearer division between the different hubs
  • More robust CPQ functionalities that can be tailored towards SMBs

Return on Investment

  • 20-25% cheaper than comparable products/service in Salesforce
  • Lower need for internal CRM administrators full-time (unlike Salesforce)
  • More deals won at a lower cost of acquisition (but be vary, this is if your product is comparatively easy to sell)

Usability

Alternatives Considered

Zendesk Suite, Intercom and Salesforce Service Cloud

Other Software Used

Salesforce Sales Cloud, Jira Work Management, Startdeliver

A great basic ticketing system

Incentivized
Verified User
Employee in Information Technology (51-200 employees employees)

Use Cases and Deployment Scope

We use HubSpot Service Hub for our help desk ticketing system for our customers. We use this for customer service needs for customers placing orders or needing assistance. This product helps us keep communications all in one place where all agents can access them.

Pros

  • Handling of tickets
  • Allowing you to have predefined messages
  • Fits well within our HubSpot ecosystem

Cons

  • Email notification customization
  • Handling email channel tickets

Return on Investment

  • Communications in one place
  • Very reasonable pricing
  • Gives CSRs access to all customer data

Usability

Alternatives Considered

Zendesk Suite

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