HubSpot Service Hub

HubSpot Service Hub

4.3
(32)

HubSpot Service Hub is customer service software that makes it easy to manage and connect with customers, and truly help them succeed. You’ll make customers happier, keep them longer, and grow your business faster.

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HubSpot Service Hub Features

Ticket and Case Management

Ticket Creation User Experience

User Experience of creating and submitting a ticket

Not enough data available

Ticket Response User Experience

User Experience of responding and receiving a response

88%
(Based on 8 reviews)

Workflow

Route tickets based on values of fields, changes to ticket status and time based conditions

85%
(Based on 10 reviews)

Response Automation

Respond to common requests with standard reply

80%
(Based on 10 reviews)

SLA Management

Service Level Agreement Management

n/a

Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

74%
(Based on 9 reviews)

Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

73%
(Based on 5 reviews)

Customer Information

Customer Health Scores

Provides users a customer-specific score to determine the overall satisfaction of each customer.

Not enough data available

Customer Monitoring

Monitor customer actions overall as well as their interactions with different teams within the company, such as the support team

86%
(Based on 6 reviews)

Customer Profiles

Gain a holistic view of your customers. Create customer profiles based on data pulled in from multiple sources including CRMs, service desks, marketing tools, and financial systems such as accounting and payroll software.

93%
(Based on 5 reviews)

Playbooks

Create and structure key customer success processes into a "playbook" to create unified team best practices for handling customers.

Not enough data available

Customer Segments

Separate customers into similar segments based on criteria such as subscription models, support needs, or usage behaviors to allow for more personalized and specific attention.

Not enough data available

Product Engagement

Identify which customers are getting the most out of your products or services and highlight those who have not yet fully adopted or may need further training.

93%
(Based on 5 reviews)

Surveys

Allows users to create and send out surveys to customers to determine net promoter scores and other key satisfaction information.

90%
(Based on 7 reviews)

Friendliness

Personalization

Identifies the customer and personalizes interaction at every touchpoint.

Not enough data available

Concierge Case Manager

Can route contacts to agents the customer has worked with before.

Not enough data available

Seamless Escalation

Prioritizes limited time on hold or waiting for responses; can add personnel to calls as needed.

Not enough data available

Predictions

Churn Risk

Calculates the risk that your customers will not renew or continue using your product or service.

Not enough data available

Upsell Opportunities

Discovers and highlights factors that lead to upsell opportunities.

Not enough data available

Custom Triggers

Allows users to set custom triggers to signal actions that will lead a customer to act in a particular way.

Not enough data available

Machine Learning

Ability for the platform to learn and improve predictions based on previous customer behavior and a growing database of customer information.

Not enough data available

Survey Management

Brand Design Consistency

Creates feedback forms that are consistent with the design of the site.

Not enough data available

Survey Deployment

Supports the creation and deployment of different survey types on different channels or devices.

Not enough data available

Feedback Collection

Solicits, captures, and centralizes feedback from both structured and unstructured sources.

Not enough data available

Device Responsiveness

Allows designs to adapt automatically to the device that users access the survey or software.

Not enough data available

Knowledge Share

Knowledge Base

Provides a repository of information that can be used by those seeking support.

85%
(Based on 14 reviews)

Searchable Articles

Makes articles in the knowledge base searchable on the web.

85%
(Based on 14 reviews)

Community Forums

Enables users to engage with other users to solve common issues.

n/a

Interactive FAQs & Forums

Allows site administrators to participate in forums and update FAQs accordingly.

n/a

Unification

Simultaneous Multichannel

Allows multiple related channels to interact at once (email and SMS, phone and voice chat, etc.) to reduce transfers.

Not enough data available

Transcripts

Uses NLP to keep a transcript of conversations from all channels.

Not enough data available

Multipurpose Engagement

Prompts agents to engage customer on potential topics of interest when appropriate.

Not enough data available

Platform

Reporting & Dashboards

Access pre-built and custom reports and dashboards for viewing

98%
(Based on 8 reviews)

API & Integrations

The number of sources from which the platform can pull customer data and how well those integrations are supported.

90%
(Based on 7 reviews)

Data Import & Export Tools

Ability to input, modify, and extract data from the application in bulk through a structured file.

90%
(Based on 7 reviews)

Workflow Capability

Automates everday customer success functions for more efficient and effective day-to-day processes.

94%
(Based on 8 reviews)

Notifications

Set alerts for customer actions in order to respond quickly and proactively.

92%
(Based on 8 reviews)

Customization

Allows administrators to accommodate their unique process. Includes ability to create custom objects, fields, rules, calculations, and views.

85%
(Based on 8 reviews)

Scalability

Ability for the platform to grow with the user's company and support an increasing number of customers and users within the platform.

93%
(Based on 7 reviews)

Data Security

The measures taken to ensure that the customer data being held within the platform is being hosted in a safe environment and is not prone to risks.

90%
(Based on 7 reviews)

Performance & Reliability

Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond.

90%
(Based on 8 reviews)

User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

83%
(Based on 8 reviews)

Process Management

Feedback Aggregation

Aggregates feedback and transforms feedback into actionable insights.

Not enough data available

Trigger Alerts

Triggers creation of a new case after customer leaves feedback.

Not enough data available

Real-Time Analysis

Analyze collected feedback near or in real-time.

Not enough data available

Real-Time Action

Trigger strategic workflows to quickly resolve issues and increase customer satisfaction.

Not enough data available

Interaction

Web Portals

Takes users to a customer-based site location, customized to match the site. Can either be public or require login.

n/a

Forum to Reponse

Creates tickets from forum questions that were not resolved within the community.

n/a

Tickets and Tagging

Troubleshoots problems with clients who have created a ticket in an attempt to provide a likely solution before taking the problem to support personnel.

87%
(Based on 5 reviews)

Live Chat

Embeds live chat capabilities within self-service tools.

Not enough data available

System Management

Security

Provides a secure and compliant system.

Not enough data available

System Monitoring

Continually inspects, audits, and monitors system to keep it up to date.

Not enough data available

Communication Channels

Customer Portal

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

n/a

Email to Case

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

89%
(Based on 9 reviews)

Chat/Live Support

Ability for customer service agents to communicate with customers via live chat to solve problems live

Not enough data available

Social Integration

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

n/a

Call Center

Make, Receive, and Record Calls

Make and receive calls directly in the application. Track and record calls for analysis.

Not enough data available

Customer and Contacts Database

Central repository for account and contact information

Not enough data available

Products and Version Tracking

Central repository for tracking products and product versions customer is using

n/a

Call Scripting

Provides ability for customer reps to use a script when calling customers for common reasons

Not enough data available

Interactive Voice Response (IVR)

Automates interactions with telephone callers so that calls can be routed to the appropriate agent

n/a

Self Service/Community

Forums

Online discussion functionality so customers can have conversations among each other

n/a

Knowledge Base

Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry

76%
(Based on 9 reviews)

Ideas/Feedback

Allows customers to enter and vote on suggestions to products and services

n/a

Q&A

Allows customers to post questions publicly and get answers from customer service agents and other customers

n/a

Reporting & Analytics

Social Monitoring

Functionality to Monitor social activity for brands/products and respond in social network to customers social activity

n/a

Reporting

90%
(Based on 10 reviews)

Dashboards

87%
(Based on 10 reviews)

Platform

Mobile User Support

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

73%
(Based on 5 reviews)

ITIL Compliance

ITIL is a methodology for ticket management that some Help Desk tools are built to support

n/a

Customization

n/a

User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

Not enough data available

Internationalization

Not enough data available

Performance & Reliability

Not enough data available

Integration APIs

Not enough data available