HubSpot Service Hub Erfahrungen

Vorteile

Ticketing, Conversations and CRM. I love how organized everything was and how it can be customized. Snippets and templates make canned responses a breeze for fast respinse yime and high customer satisfaction. integrated RingCentral calling and also being able to use LinkedIn Sales

Nachteile

a little laggy at times. i wish updates could be done at times that wouldnt affect operations but other yhan that its been amazing

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

- Ticket management -> Being able to assign tickets to random support owners is awesome- Pipeline management -> The hability to create deals inside different pipelines according to diferent actions and needs- Inbox management -> Managing multiple inboxes per country- Workflows between all the objects (Tickets, deals, contacts, companies)

Nachteile

- Pay per seat instead of pay per team. As we get more and more members, it can be a bit pricy

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

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

It easily integrates with many other products. It can also be used across many teams/departments so passing leads etc can flow right though the business. It was easy to integrate and migrate current data, creating pipelines for new and existing deals. Customer support is helpful, so usually resolves any technical issues we have. The interface is very user-friendly, so even the computer-illiterate users within our business find it easy to use.

Nachteile

Auto-assigning based on current load is not present, so assigns tickets to users who already have a high workload instead of a user who can accept more. This is perhaps the biggest time saver but is needing to be done manually at the moment.

In Betracht gezogene Alternativen

Freshdesk und Zendesk Suite

Gründe für den Wechsel zu HubSpot Service Hub

Price and integrations offered more flexibility

Vorteile

Ease of use. Cost. Setup time is quick. The integration with the rest of HubSpot is one of it's biggest values. Many of the functions in Service Hub also mirror other functionality in HubSpot, so Ididn't have to learn how to use a separate suite of tools.

Nachteile

Inability for customers to view all of their outstanding tickets. I'd like to offer the same system that Hubspot uses to my clients with a support inbox of sorts.

In Betracht gezogene Alternativen

Zendesk Suite

Gründe für den Wechsel zu HubSpot Service Hub

Integration with the rest of HubSpot. Ease of use. Cost. Automation features.

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 Service Hub is easy to set up. We've helped a lot of customers self service with the Knowlege Base and have prepped our customer service team to accept tickets for support for this upcoming season so we're really looking forward to using the data collected as part of that process. The Service Hub is still a relatively new feature so we're looking forward to added functionality that we've requested. Hubspot makes it easy to submit feedback and are pretty great about responding to requests for support.

Nachteile

Chat feature needs quite a bit more work to function the way we want. Keywords are needed for the Knowledge Base for those of us with multiple products and industry language.

Vorteile

The integrations of Hubspot are unmatched, big reason the charge big is those ecosystem integrations.

Nachteile

The simplicity/interface is nothing special to me. Pretty standard UI/UX. The cost for what you get is discouraging to me. It becomes quite expensive once you are off start up plan.

In Betracht gezogene Alternativen

Zendesk Suite

Gründe für den Wechsel zu HubSpot Service Hub

Seemed cleaner and easier to use, but became too expensive and started shopping for new option in Freshdesk.

Vorteile

Ability to see all information on our customers in one place, ease of use, self-service knowledge base articles, online academy courses, and customer support.

Nachteile

The Service Hub is a newer product they offer and the functionality of the product is limited. However, I have no double it will evolve over time. It still works for us, but I look forward to more advanced options in the future.

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

HubSpot is very essential and critical to our team’s success, we use HubSpot as a CRM, knowledge base, and for easily facilitating collaboration and projects across teams

Nachteile

Pricing can be expensive when compared to the competition

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 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.

Nachteile

I feel like we could use more training, I wish the lady that we talk to for help weekly was more freely available. I wish it was a little more self explanatory.

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

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

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

Enjoyed how easy it is to have a full synergy across service and other parts of the hubspot platform

Nachteile

Not everything is as straightforward as it would seem or requires more steps than expected

Vorteile

The product is pretty easy to use, efter it has been set up within your organisation. The tickets flow is very simple for everyone in the organisation to use, and the level of customisation makes the service hub very good.

Nachteile

The out of the box feature set is not very complete. The amount of custom setup, that has to be make within our organisation (and I assume many others) is pretty substantiel.

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.