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 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

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 Hub has allowed our small team to stay organized and give our users as much support as possible without always being available to help in person within a few minutes. The knowledge base setup is super easy, appealing for our users, and customizable.

Nachteile

Hubspot definitely isn't the cheapest option when you weigh all the platforms out there, but you definitely have to weigh ease of use, centralizing everything you need to do for your business and level of customer service.

In Betracht gezogene Alternativen

Olark, Intercom und Zendesk Suite

Warum HubSpot Service Hub gewählt wurde

We wanted an all in one solution where we could manage our customers from the lead/sales side with our support and feedback. Hubspot has been able to give us that and more. Conversations is more robust, the knowledge base more organized, and the ability to send feedback is a plus.

Zuvor genutzte Software

Intercom

Gründe für den Wechsel zu HubSpot Service Hub

We chose Hubspot Service over competitors because of how well it paired the other products and we desperately needed to centralize our team and processes.

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 HubSpot knowledgebase was really quite easy to set up from scratch. Having not set one up before the online prompts helped me get this up and running quite quickly. Clean lines and not over complicated to manage.

Nachteile

It doesn't allow a visitor to leave feedback if they found an article unhelpful.
It would be great if it had a up-vote tool attached.

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

Overall my experience has been great. It helps to visualize the many steps we have within our company which makes it easier to proceed with certain duties in a more organized at a efficient pace.

Nachteile

I really can't say anything negative about this CRM at all. It has been very helpful and organizing. If they could do something a little better it could be include more user-friendly training videos.

Vorteile

Using the HubSpot Service Hub is very easy. It is not a complex product or full-blown content management tool like other well-known support tools. It is a nice add-on for HubSpot that helps fill out the portfolio of other features available via their offering. It allows users to quickly build and structure a simple knowledge base, and the contextual search feature is very helpful.

Nachteile

While it is extremely easy to use, it is also a fairly basic set of tools. It is not as robust as some other customer support applications like Freshdesk, Zendesk, or SalesForce. The only concern we have is that we may need to transition to one of these other services if we find we need more control over the UX/UI of our support portal or need to expand support across many other channels. HubSpot continues to add new site templates and that's a good thing, but the Service Hub is still a pretty basic documentation portal.

Vorteile

HubSpot is a user-friendly application that is easy to navigate and with a platform intuitive for users. The service hub makes it a simpler process to connect with clients and follow up ticket tracking. There are three parts to the hub: client feedback, tickets for a help desk experience, and knowledge base to provide resources for clients.

Nachteile

It's available only through the upgrade to service professional and not currently available through our Enterprise subscription.

Vorteile

Easy to navigate, especially as it has the same set up as the sales hub, making it an easy to implement addition to the tech stack. The fact that it comes with built in tools of inboxes, surveys, and the knowledge base, all with really easy implementation is a bonus as we would otherwise have to procure these externally and integrate them with Hubspot which would be time consuming and out of the box integrations or APIs are not always reliable, and time consuming.

Nachteile

Some basic UI could be improved in reporting. j

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

Hubspot Service Hub is the best way to oversee all customer stages and interactions. Being part of a small company, every customer interaction is crucial to moving forward. It is easy to be there for our customers every step of the way with the help of the ticketing system. Another great addition to HubSpot is the Knowledge Base! 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.

Nachteile

The only downside to the service hub would be the intermittent outages. We rely so heavily on HubSpot Service Hub that when something does occur, it affects us greatly. Since we are a tech company, we understand that those instances do happen.

Vorteile

The user interface and user experience are great.
It’s very easy to use this tool, as well it’s a complete one which gives the possibility to the user to achieve their goals by using it.

Nachteile

I can’t say that’s something I don’t like at HubSpot tool.

Vorteile

- Contacts and companies filters
- Dashboards
- Workflows
- Calls

Nachteile

- Project Templates - I think it should be an option to see or turn on project templates created by HubSpot Team. This makes it kinda time consume to look for templates when I am not sure who created the template in my team.

Vorteile

- Dealing with tickets - easy information sharing with the tech team
- Customer feedback - automation considering the results
- Easily information sharing with the sales team

Nachteile

- FAQ template, we don't have a lot of options (design, configuration)
- Workflow = it can be difficult to find all the property we need

Vorteile

It is very easy to use, good to manage support for simple businesses and share tickets among different teams.

Nachteile

It could be improved the pipeline settings: assign specific properties to each pipeline and be able to give access to the clients to monitor the status of their tickets and past support requests.

Vorteile

HubSpot is giving our company the tools we need as we continue to grow. It helps us stay organized and allows multiple departments to view the stage of the sale/support.

Nachteile

There have been a few times when I have lost my work due to screens closing. It would be great if emails could save automatically.