What do you like best?
We currently use HubSpot Marketing, HubSpot Sales, and HubSpot Service and I love having one tool for everything. Our company is still relatively small (fewer than 20 employees), so there is a lot of overlap in our duties. We had been using one software for sales, one for marketing, one for ticketing/knowledge base articles, and one for surveys. It needlessly overcomplicating everything we were doing. We brought our CRM, sales, and marketing under HubSpot first, and then got Service Hub as soon as it was made available. It's simple, easy to use, easy to tweak, and best of all, everyone can see what tickets we are working on, what KB articles are getting the most attention, and what our customer loyalty surveys say.
One of my favorite things is that I can experiment with our surveys very easily. Not getting many clicks? Try a new color and/or location on the screen. Want to include a larger survey base? Add a new trigger. I can do the whole thing in less than 5 minutes without bugging any of our developers. (Note: We cannot send out emailed surveys, so all of our surveys are web-based within our platform.)
On a side note, HubSpot does customer success exceptionally well. Dan Sally was our account manager until he got a promotion and he was my all-time favorite account manager to work with since I started working more than a decade ago. He was friendly, professional, always responded quickly, and got us set up in no time.
What do you dislike?
I do wish there was better tracking of web visitors. Unless the customer has previously visited the site and entered their email address for a survey or chat, they are essentially an Unknown Visitor. Luckily, I have other ways around that, but for those who do not, it could be difficult to follow up with unhappy customers.
What problems are you solving with the product? What benefits have you realized?
Business problems solved with HubSpot Service Hub:
1) Knowledge base articles or what we call a self-service help desk
2) Ticketing system for incoming technical support emails
3) Customer feedback surveys
4) Customer loyalty surveys
5) Customer satisfaction surveys
We have used HubSpot CRM, HubSpot Sales, HubSpot Marketing, and HubSpot Service Hub to simplify our sales, marketing, and customer success tasks, duties, and communication. It's wonderful to have one platform for all of the things we do and it has eased a lot of the frustration we have had particularly with the sales to customer success handoff. Now all the data and communication is in one place so CS can easily see all the communication with a customer prior to hand-off to CS and Sales can see all of the communication CS has had with a customer.