Nutzerbewertungen im Überblick
Über HubSpot Service Hub
HubSpot Service Hub ist eine cloudbasierte Kundenservice-Plattform, die für kleine bis große Unternehmen entwickelt wurde, um Kontakte, Anfragen, Geschäfte, Terminpläne und vieles mehr zu verwalten. Zu den Hauptfunktionen gehören...
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- Branche: Computer-Software
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Great tool for tracking our customers and making sure we are staying on track
Our customers love being able to use the chat and have a knowledge base where they can search for how to resolve taks.
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.
- Branche: Marketing & Werbung
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
A great way to manage support tickets!
Overall, once we got past set up, it has really streamlined our support processes! Would recommend.
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 SuiteWarum 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.comGründe für den Wechsel zu HubSpot Service Hub
Hubspot seemed more powerful and trusted.- Branche: Pharmazeutika
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
Its good CRM but is more suited for Marketing rather than a Service Role
It has some great functions but compared to some other CRM services it is limited and sometimes difficult to navigate
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.
Die besten Alternativen zu HubSpot Service Hub
- Branche: Internet
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
A Great Platform that is Only Getting Better
Outside of streamlining our processes, Hubspot Service Hub saved our peak season within the first year of use. The function of having tickets and having easy to build forms and workflows that create tickets, allowed my sales team to spend less time gathering what information that they thought would be helpful to my service team and gathering the exact info that was actually needed. But that was just the tip of the iceberg of benefits. Tickets allowed all of our customer service inquiries in one easy to navigate place. Requests were not slipping through the cracks because they were coming in from every direction and we could see at a glance where we were with solving each issue. The Knowledge Base feature is a good tool that we look forward to seeing improvements in the future. We have not gotten our feet wet enough on surveys to leave a full thought on it but are planning to dive into those services within the calendar year.
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.
- Branche: E-Learning
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Quelle der Bewertung
Great choice for scaling up your Support Teams
I have really appreciated the Customer Support provided by HubSpot; they are quick to find resolutions to problems, and their support team is courteous and friendly. The ease of use of the product, despite some shortcomings, will allow our Support team to automate more and scale up faster and more effectively.
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.
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 CloudGründe 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!- Branche: Immobilien
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Great way for our team to stay organized!
Our experience with Service Hub has been great. The transition from our previous product was fairly painless (and they've added even more features to help with that transition since we've switched), and we've had outstanding customer service when we've had questions or issues arise.
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.
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
IntercomGründe 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.- Branche: Computer-Software
- Unternehmensgröße: 51–200 Mitarbeiter
- Wöchentlich für 1-5 Monate genutzt
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Quelle der Bewertung
Good Overall, Can be Overwhelming/Cluttered, Still Improving
We are still new to the Service Hub, which is HubSpot's newest hub, but I see great potential as we continue to learn and customize our instance, and as HubSpot continues to improve Service Hub.
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).
- Branche: Computer-Hardware
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
The new support
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
- Branche: Sport
- Unternehmensgröße: 11–50 Mitarbeiter
- Wöchentlich für 6-12 Monate genutzt
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Quelle der Bewertung
Great software
Great experience and hard to find any faults as the features continued to be improved over time
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 SuiteGründe für den Wechsel zu HubSpot Service Hub
Better price and integration with other tools
- Branche: Computer-Software
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
Is great to have it all together in one place
It took us some time to get used to the new way of working but after that period, Service Hub has prove to be another Key Pilar of our daily operations.
Together with the rest of Hubpost modules ( CRM, Marketing, Website...) is a great addition to a better way of working with our clients.
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.
- Branche: Politische Organisation
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Quelle der Bewertung
All your client data and conversations in one place!
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.
- Branche: Computer-Software
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Quelle der Bewertung
HubSpot Knowledgebase - Really easy to set up and manage
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.
- Branche: Verbraucherdienste
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Great solution for handling customer service tickets
It has been a great experience and has worked really well with out team processes.
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
FreshdeskWarum HubSpot Service Hub gewählt wurde
Help Scout was not meeting our needs.- Branche: Bildungsmanagement
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Neutral
Overall, it has been a fairly good experience. We don't use all the features, but the ones we do use are seamless and beneficial.
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.
- Branche: Elektrische/elektronische Fertigung
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
Outstanding Product with High Quality
It's been a very helpful experience. HubSpot definitely makes my daily duties more organized and self sufficient.
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.
- Branche: Telekommunikation
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Quelle der Bewertung
Easy to Use, Great for Starting Out
We're a pretty small company and it is easy to get overwhelmed by the demands of starting and growing a business from scratch. It is nice to have Service Hub as an 'add-on' for the CRM, Marketing automation and other features HubSpot offers as part of its full suite of tools. It has made it very easy for us to quickly add a "support portal" to our website, and it has helped our customers get answers to their most-asked questions more quickly than they could by just emailing our support team.
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.
- Branche: Anwaltskanzlei
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
HubSpot Service Hub
The service hub allows you to focus on areas that require your expertise, while allowing you to use HubSpot to organize your marketing goals and strategies. They make it so much easier to meet client expectations and stay on top of marketing trends.
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.
- Branche: Finanzdienstleistungen
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Hubspot Service Hub
Easy to customise and make relevant to your business, easy for end users too.
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
- Branche: Unternehmensberatung
- Unternehmensgröße: 11–50 Mitarbeiter
- Wöchentlich für 6-12 Monate genutzt
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Quelle der Bewertung
Expensive, clunky, and feature-poor
We chose HubSpot Service Hub because we were already using HubSpot's other products. Using it was a mistake. It was difficult for us to use, lacked necessary features, did not integrate well with our other services, and was way too expensive for what we got.
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.
Gründe für den Wechsel zu HubSpot Service Hub
Integration with HubSpot itself- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Quelle der Bewertung
Best Tool For A Growing Business
I have had a great experience with HubSpot Service Hub! We are so much closer to our customers and with the Service Hub's help, we are able to stay on top of service tickets, struggling customers and even provide extra resources for customers to help themselves if they choose to.
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.
- Branche: E-Learning
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
My right hand- Hubspot
As I said before, HubSpot tool it’s a complete one. It helped me to create an entire Knowledge base with the possibility to set the access for it, eather private or public.
The chat box it’s very used by our company, it helps to get in touch with our clients or the potential ones.
The customer team from Hubspot it’d very prepared with answers and very kind :)!
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.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Customer Relationship Management
We use HubSpot as our CRM and it has been very effective 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.
- Branche: Computer-Software
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Service feedback
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
- Branche: Internet
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Great for simple business
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.
- Branche: Einzelhandel
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
HubSpot is a Game Changer
Hubspot ensures that no customer support issue is going to get "lost in the shuffle". It has really helped my department with processing support tickets efficiently.
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.