HubSpot Service Hub Erfahrungen

Vorteile

Being able to use the live chat is absolutely amazing. Makes it quick for our customers to get in touch with us and help them with any need they have.

Nachteile

Nothing at this time. Works great and as intended.

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

Zendesk Suite

Warum HubSpot Service Hub gewählt wurde

We still use monday.com for task tracking but for service related tickets, hubspot is just much more powerful.

Zuvor genutzte Software

monday.com

Gründe für den Wechsel zu HubSpot Service Hub

Hubspot seemed more powerful and trusted.

Vorteile

Easy to retrieve all of the information on a customer. Can keep all the records/notes/emails all under one email address.

Nachteile

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.

Vorteile

Hubspot Service Hub has been instrumental in order to fulfill growth business needs

Nachteile

Native support to integrate with Development Tools would be great, we've already accomplish these with third-party apps

In Betracht gezogene Alternativen

LiveAgent, Zoho Desk, ChurnZero und Zendesk Suite

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

JIRA Service Management und Zendesk Suite

Warum HubSpot Service Hub gewählt wurde

Salesforce was limited in its ability to merge duplicate tickets, use shortcuts with variable tags for easy responses, and did not provide any timers (the only one they have is created by an unsupported 3rd party developer) in order to report on Support efficiency. It took forever to update fields, and it was absolutely not scalable.

Zuvor genutzte Software

Salesforce Service Cloud

Gründe für den Wechsel zu HubSpot Service Hub

We chose HubSpot for the features available that Zendesk and Jira did not provide. Jira especially was convoluted and not easily set up; I felt like I needed a skilled developer in order to set up Jira to its fullest capacity, and I have not felt that way with HubSpot for sure!

Vorteile

Hubspot Service Hubs allows my team to be on the same page. We can not only see what everyone is working on and assist where needed but the resources available to my team members and therefore to our customers are all in the same space. It makes streamlining business practices much easier than we had experienced in the past.

Nachteile

The software lacks a couple of keys features and the timelines/feeds are not the most efficient presentation as far as finding what you are looking for. For example, if we tag a user in a ticket who is coming into the ticket fresh, we've found that it's difficult for them to get caught up in an easy manner. It takes a little digging. that being said, Hubspot is continuously updating the software on the back end with the items that the Hubspot Community of users upvotes as important to the,m. This has created a trust in Hubspot that these hiccups will be adjusted and the user platform will continue to improve month to month.

Vorteile

The ticketing side of HubSpot Service Hub is very flexible conveniently and seamlessly integrated with the HubSpot CRM. The line is blurred between ticket and conversation, which makes interactions with leads and customers more human (HubSpot's whole mission, essentially). There are good integrations with Calendly (new!), Appcues, Gmail, etc. plus the native features such as tracking knowledge base views, opens and clicks on emails, logging calls, etc. that make HubSpot a central record of all customer interaction and give us visibility on the whole journey. Associating a ticket with a CRM record (contact, company, deal) is easy and extremely flexible (unlike a help desk tool I've used before): in HubSpot there doesn't have to be an exact 1:1 relationship between all those things. We can just associate whatever message with whatever record it is actually associated with (helpful for cases like consultants who use our software themselves but also help out with other users' accounts). Plus, a couple other details: 1. being able to respond to live chat in Slack is great; ultimately, you need to view the customer/lead details in HubSpot anyway, but it's good to be able to send a quick, "Hi there, let me look into that for you!" even when I'm not on the chat page in HubSpot yet; 2. the "board" view vs. the "table" view for tickets is great to visualize the pipeline. Overall, I am pleased so far, and HubSpot shows a desire to improve this tool further.

Nachteile

The radical flexibility and pulling all information about the customer together can get overwhelming and clutter up the screen. Luckily, you can filter out whatever you don't want to see very easily, but it's hard to know what to filter out if you're not looking at all of it to begin with. The knowledge base is not nearly as flexible as the other parts of the tool, e.g. you can't have multiple knowledge bases, and there is very little ability to customize the look/feel (although they are improving this part). Some other things that are strangely inflexible: the support/ticket form (we opted to use a marketing form instead and build a workflow to trigger a ticket, at our HubSpot account manager's recommendation!); and teams (agents can only be on one team and can only view tickets for their own team).

Vorteile

Easy to use
Implementing new functions constantly
Great support
Good SW integration

Nachteile

Mobile app not complete with all modules
The ticket system is new and will need some developments

Vorteile

It’s a great continuation of marketing/sales hub and provides a central place for cross team customer management and a central contact record.
The knowledge base and ticketing/pipeline feature also provides and easy way for customers to self answer or find the help they need

Nachteile

There aren’t many downsides to the software. It might have some limits compared to a dedicated service tool but the fact it’s part of the hubspot suite makes up for it

In Betracht gezogene Alternativen

Zendesk Suite

Gründe für den Wechsel zu HubSpot Service Hub

Better price and integration with other tools

Vorteile

The fact that you can add your Support desk to the CRM and see everything in one place is priceless.
Honestly, that is the 1 thing that made us go for it. Before we had to rely on jumping from one platform to another and on many API integrations.

We may have lost some bells and whistles that we enjoyed before, but the overall impact is positive.

We manage: Chat, tickets, feature requets, bugs and help emails from the same place. Before was a bit of a nightmare.

Nachteile

As I said, we lost some cool functionality that we had before in some of the features.

We hade 1 chat provider and another provider for tickets. And of course, they have some more advanced features but in the end. We could get around without them or simply be creative and do some other things.

For example, it may sound stupid, but the chat doesn't have Emojis. Emojis are key to the way you comunicate today. You can simply use Control+Comand+Space, and use the emoji window.

Vorteile

I love being able to have everything in one place - Deals, Contacts + Companies, Support Ticketing - it's made it easier for us to create external reports and to funnel info into Hubspot.

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

Nachteile

The tickets are a little difficult to navigate in terms of following the thread of an email conversation. This mostly impacts new support on-call staff who are trying to catch up on open tickets. It's not the easiest to get an idea of the issue and troubleshooting to date at a glance.

Additionally, it would be nice if email conversations within Tickets were tied to Tickets a little more closely. When I reassign a ticket, I sometimes still get notified about the conversation even if I'm no longer the ticket owner. I have to go in and ALSO reassign the conversation to the new support person.

Vorteile

The Usability, Integrations and Functionality of Hubspot is second to NONE

Nachteile

The cost is a LOT, but it is worth it. I don't see smaller companies being able to afford it, but if you can...wow

Vorteile

Hubspot is very responsive and provides excellent customer service! 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!

Nachteile

It would be helpful to have a form to fill out when we have suggestions/requests for feature updates/improvements!

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

Freshdesk

Warum HubSpot Service Hub gewählt wurde

Help Scout was not meeting our needs.

Vorteile

Some of the services we really love! For example, the templates and sequences raise productivity and automate everything for you! Conversations and chats have been a huge hit on our website and people seem to love connecting this way. Also, the ability to set up meetings through Hubspot has made the process quicker and easier.

Nachteile

We did not enjoy the team inbox- it was confusing and we were unable to define who was actually responsible for the mails or had multiple people answering emails for the same contact. We also found the calling feature to have some issues, as it didn't work correctly with our office phones that required extensions.

Vorteile

Tickets are simple and streamline our support process.
Chat bot is a game changer for people raising their hands.
Knowledge Base will help sales and support.

Nachteile

Lack of easy customization--- Wish there was more flexibility for the look of the knowledge base, more types of chat bots (we had to pay someone to make ours the way we wanted it).

Vorteile

Knowledge Base:
The fact that I can manage my knowledge articles and chat support in one product is fantastic. The new editor for the look and feel of the overall design of the knowledge base is a huge upgrade since the last one! I also really like the reporting so far, it gives the support team a lot of insight into what is working and what is not. The new editor helps you to make super professional-looking articles.

Nachteile

I think one thing that would have been helpful is to be able to gate the knowledge base based on logins from our own platform, but other than that it was super easy to setup.

Vorteile

I honestly think that the service hub is a great software and new hub from hubspot, since it's a new product it has a great ton of value. The most important things I believe would be the ticket and knowledge base, where you can have everything that your team is doing on tickets, even demands by the client and finally have a resource center to your whole team and your clients.

Nachteile

Although I like the knowledge base I feel it's quite limited. For once, our company just grew international, and we would need to have multiple Knowledge Bases on HubSpot, but we can only have one.

The feedback surveys also are a great start, but it's limited as to how many questions I can do on a survey, sometimes I would need to question our client 3 times just so I would get the answers we need.

Vorteile

Easy to deploy, administer, use. In one month, most of the customer service cases are in production. Migration and integration with other platforms are also very easy and in record time. A new generation of SaaS.

Nachteile

It is design to work with Marketing Hub and/or Sales Hub. If you need to integrate to other software, it may require the development of a middleware to migrate data (KB).

Vorteile

HubSpot's Service Hub's strength is that it integrates directly with everything else HubSpot does. That makes it easy to keep track of tickets/issues in association with specific contacts/companies/deals.

Nachteile

The Service Hub is clunky and does its job less well, and for more money, than other standalone products that perform the same function.

In Betracht gezogene Alternativen

Trello, Intercom und Zendesk Suite

Gründe für den Wechsel zu HubSpot Service Hub

Integration with HubSpot itself

Vorteile

For most daily tasks it's easy to get things done, you can have a great variety of tasks which can be carried out all in one place (use contacts, create workflows, manage and answer tickets, etc.). Each agent can easily keep track of their own tickets.
The feedback surveys are a great addition to our site now too!

Nachteile

Having to have both the inbox and the ticket windows open is sometimes difficult. A more annoying or obvious alarm for chats would also be a plus in the future (like an alarm that doesn't stop until a chat is answered). In our case, a multi-language Knowledge Base is missing to make the KB more complete.

Vorteile

It's easy to use and intuitive, much like the other Hubspot software modules. It's clean, simple, and the new beta templates are great. I love the drag and drop features as well as the categorical organization.

Nachteile

The simplicity has some cons - the editing tools aren't as robust as other Hubspot software, but there are new features being added like anchor capabilities and callouts, so that's been helpful!
I hope it continues to expand in its capabilities to be as robust as other knowledge base tools on the market!

Vorteile

We started using it about 8 months ago and even with just a quick training session, I could use it very quickly. I also love that we can create easy to use templates, so even when other people need to answer emails, they can do it effortlessly.

Nachteile

We sometimes need to print email chains, and Hubspot does not allow for that - this is definitely something to add.

Vorteile

The tracking of e-mails, marketing features, full visibility from where enquires come from

Nachteile

Quotes, been told they can only go out one way

Vorteile

As a loyal HubSpot user, it's great to be able to offer service software that fits our clients' marketing, sales and CRM platforms

Nachteile

There are still some friction points which I believe are down to the emerging nature of the platform. HubSpot support are helpful and In hope that some of the tweaks I have raised are taken on board.