HubSpot Service Hub Reviews & Product Details

It has helped tremendously with organizing our customer tickets and prioritizing work duties, making it easier to stay on top of what needs attention first. Review collected by and hosted on G2.com.

The only thing I dislike about Service Hub is that we can’t attach multiple channels, and we also can’t create separate service boards for the different types of service boards we have. Review collected by and hosted on G2.com.

I like how accessible HubSpot Service Hub is, especially because AI generates responses quickly. I find the initial setup very easy, which is a big plus for me. Review collected by and hosted on G2.com.

I find categorizing tasks in HubSpot Service Hub could be improved. Right now, we have to manually create tasks, and I wish the tasks could be automatically updated or uploaded to save time and effort. Review collected by and hosted on G2.com.

Simplicity of connecting to the CRM, maintaining customer data and value insights. It’s easy to create and deploy surveys, automated follow ups, and regularly scheduling surveys to reengage our customers. Review collected by and hosted on G2.com.

Some of the limitation in the chatbot can be difficult to work with. I’d like to have more flexibility and options to route chats to certain users. Some of the rules and hierarchies get hard to work with. Review collected by and hosted on G2.com.

I love that Hubspot Service Hub has tons of out of the box analytics and reports. It’s easy to report on ticket close times and categories and immediately get value from the analytics even if you’re new to Hubspot or reports in general. Review collected by and hosted on G2.com.

Troubleshooting duplicate tickets and ticket tracking issues can be difficult. Merging duplicate tickets is an option but you need to invest time and energy to refine and optimize the merging process. Review collected by and hosted on G2.com.

I like how HubSpot Service Hub helps our customers better self-service by freeing up our agents to tackle real problems. The ease of use and integrations with platforms like Asana are fantastic. I really appreciate not having to leave the HubSpot platform because of its helpful integrations, which expedite the process of servicing the customer and allow communications to be instantaneous. Additionally, HubSpot Service Hub is much more open and broad compared to the platform we switched from. The initial setup was very easy with the help of an integrator, which was great. Review collected by and hosted on G2.com.

Nothing Review collected by and hosted on G2.com.

Not only am I as a manager able to give my team a powerful tool for customer support, I have access to see how my team is doing in meeting those support requests. Everything is incredibly transparent for me to audit my support team for quality assurance. This is on top of an already incredible experience for the team as they can see all the details needed to answer questions and resolve issues straight from the Helpdesk view in Hubspot. Review collected by and hosted on G2.com.

Further integration is always an area to be improved. There are a few areas in the Helpdesk that, if they were more completely customizable, would allow my team to never have to move to any other page in Hubspot while resolving issues. Review collected by and hosted on G2.com.

I like that HubSpot Service Hub is really customizable. Previous CRM systems we used were rigid, and we needed a third-party coder to make changes. With HubSpot Service Hub, we can handle customizations in-house without a lot of external assistance. It's really user-friendly, making it easy for new and existing staff to adapt when we implemented it. I also appreciate that the setup process was seamless, with the ability to import contacts being really useful. It's been the best CRM system we've used to date, and we love it. Review collected by and hosted on G2.com.

We've had issues with hard bounces where their system flags a contact as bouncing previously. So we're unable to respond to the client since their contact has been flagged. When they've sent us an email and clearly their account isn't no longer in use. And we typically have to reach out to HubSpot support in those cases, which has been a little annoying, but that's honestly the only issue we've had with their system so far. Review collected by and hosted on G2.com.

We use the Feedback Surveys to keep track of client sentiment and Service quality, and we use the Knowledge hub to create and share internal and external educational resources. I'll explore more of the Customer Success option next. Review collected by and hosted on G2.com.

I wish we could filter or create folders for inbox emails by subject, sender, etc. Review collected by and hosted on G2.com.

I like that you can customize it to work for your industry Review collected by and hosted on G2.com.

Set up can be intimidating but if you have a strong user or partner incantation be easy Review collected by and hosted on G2.com.

Connecting client info from new to retention all in one place Review collected by and hosted on G2.com.

Not understanding everything that is included this whole idea of hub this and hub that and add-ons makes things very confusing and I feel like it’s also not what your customers want anymore. They want transparency and ease of use, especially in today’s time with AI having the ability to develop any software we want. Yes this is talk to text ignore grammar. Review collected by and hosted on G2.com.