HubSpot Service Hub

RATING:

4.5

(159)

About HubSpot Service Hub

Service Hub is a cloud-based customer service platform designed for small to large businesses manage contacts, requests, deals, appointment schedules and more. Key features include reporting, lead generation, marketing automation and conversion analytics. Service Hub comes with a customer relationship management module, which allows enterprises to organize customers’ details and track the progress of interactions and sales pipelines across all social media platforms, by getting real-time notifications on log activities. Its team email tool lets users link shared mail address to a collaborative inbox and centralize conversations, improving transparency across teams. Additionally, its help desk and ticketing module helps users record and resolve customer issues and d...

HubSpot Service Hub Pricing

HubSpot Service Hub is free to get started and will grow with you. Service Hub Starter starts at $45 per month. Service Hub Professional starts at $450 per month. Service Hub Enterprise starts at $1,200 per month. See more information here: https://www.hubspot.com/pricing/service?edition=starter&term=monthly

Starting price: 

$20.00 per month

Free trial: 

Available

Free version: 

Available

Service Hub marketing dashboard screenshot
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HubSpot Service Hub Reviews

Overall Rating

4.5

Ratings Breakdown

Secondary Ratings

Ease-of-use

4.5

Customer Support

4.5

Value for money

4.5

Functionality

4

Most Helpful Reviews for HubSpot Service Hub

1 - 5 of 159 Reviews

Brooke

2 - 10 employees

Used less than 6 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

Reviewed March 2021

Easy to keep track of issues, create surveys, automations

User Profile

Vie

Verified reviewer

Logistics and Supply Chain, 2-10 employees

Used daily for less than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

3

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed September 2022

HubSpot for Customer Success

its a wonderil tool to use as a large enterprise or a small startup

PROS

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

CONS

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

Reasons for switching to HubSpot Service Hub

more feauture and functionalities

Thierno Ousmane

Banking, 501-1,000 employees

Used weekly for less than 6 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

4

FUNCTIONALITY

5

Reviewed September 2022

HubSpot Service Hub, a good tool for a high-quality customer support.

Overall, HubSpot Service Hub is a good tool to take care of our clients and keep them. We combine taking charge of their queries and asking what could be improved in our business through the Feedback surveys function. Beyond the small and medium businesses (which once again are the most to use it), more and more big companies are using this product such as BBC, Suziki, or Airstream. So, it is a very promising product to watch. If the required update is done over time, it has the all chances to thrive in the market.

PROS

To start, It is important to know what is HubSpot Service Hub. It is an all-in-one software kind of type, that gives companies (mostly small and medium ones) the ability to run good and fast customer service. The ergonomy of the website is well-done giving us good and fluid navigation pleasure. The things that I like the most about this software are : - The Tickets function transmits all the queries of our customers concerning issues that they may face. Each ticket opened by a customer contains a number, the customer’s name, the date of its emission, the last time that the customer has been replied to, and the priority given to the case rated from low to high. This is to prioritize the cases; - The Feedback surveys function is a survey tool to enable our customers to rate us by giving their feedback. This helps us to improve our services. - The one-support inbox ability is a very efficient system when it to comes to gathering all the messages coming from different platforms; it can be from Facebook, Twitter, or emails. It is a message channeling system. - The automation system is a point that anyone should notice when using this product: From sending surveys to customers automatically once a ticket is closed, to guiding the same customers through the Chatflows function, with chat automation without us having to be online. This automation (like any other one for that matter) needs to be set in advance though.

CONS

- The ticket system still needs some improvements. It would be better to add a time tracking, from a ticket being opened till it closed. It would give the sum up of the time used to close a case. This would help us for internal metrics purposes. - Updates must be done to better optimize the search bar and fix some small bugs.

Reasons for switching to HubSpot Service Hub

The ergonomy of Asana was not pleasant to me.

Ella

Pharmaceuticals, 11-50 employees

Used daily for less than 12 months

Review Source: Capterra

OVERALL RATING:

3

EASE OF USE

3

VALUE FOR MONEY

3

CUSTOMER SUPPORT

4

FUNCTIONALITY

3

Reviewed October 2019

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

PROS

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

CONS

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.

Reasons for switching to HubSpot Service Hub

Wanted to bring all of it on to the one system.

Joshua

Marketing and Advertising, 11-50 employees

Used daily for less than 12 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

4

FUNCTIONALITY

5

Reviewed July 2021

A great way to manage support tickets!

Overall, once we got past set up, it has really streamlined our support processes! Would recommend.

PROS

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.

CONS

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.

Reason for choosing HubSpot Service Hub

Hubspot seemed more powerful and trusted.

Reasons for switching to HubSpot Service Hub

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