HubSpot Service Hub
HubSpot Service Hub
About HubSpot Service Hub
HubSpot Service Hub is a cloud-based customer service platform, which is designed to simplify processes for managing customer queries and improving client engagement for businesses of all sizes. It allows users to connect with customers through live chat, one-to-one customer communications, conversational bots, canned responses and more.
Key features of HubSpot Service Hub include customer feedback, surveys, insights, reporting, alerts, a customer database, knowledge base, goal management, and team email aliases. Businesses can use the platform to quickly answer customer queries by sending help documentation, recording short videos and creating custom email templates based on specific queries. It comes with an unified inbox, which records all communication and provides a full history of customer service for other representatives to refer to in similar cases.
With automated customer marketing emails and a searchable knowledge base, HubSpot Service Hub enables businesses to retain customers through streamlined, self-service access to case resolutions. It facilitates integration with several third-party applications such as Salesforce, HelloSign, Slack, GoToWebinar, CallRail, Typeform, Hotjar, Klipfolio, Lucky Orange, and more.
Pricing starting from:
US$20.00/month
- Free Version
- Free Trial
- Subscription
Key benefits of HubSpot Service Hub
• Turn customers into promoters with communication tools for carrying out conversational, contextual, interactions.
• Facilitate collaboration through the Conversations inbox which gives all team members a contextual overview of a customer's history and previous interactions.
• Turn chats and emails into actionable tickets which can be prioritized, categorized, and tracked, in order to facilitate end-to-end customer service.
• Aid customers with self-service resolutions by creating a custom Helpdesk and knowledge base for customers to access online.
• Utilize HubSpot Service Hub's feedback and advocacy tools to gather insight into customer sentiment and identify areas for improvement.
Typical Customers
- Freelancers
- Small Businesses (2-50)
- Mid-size Companies (51-500)
- Large enterprises (500 and more)
Deployment
- Cloud-based
- On-premise
Pricing starting from:
US$20.00/month
- Free Version
- Free Trial
- Subscription
Images
Features
Total features of HubSpot Service Hub: 80
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Reviews
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- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Weekly for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Hubspot Service Hub
Reviewed on 12/11/2019
Overall, Service Hub has been a pleasantly surprising experience.
Overall, Service Hub has been a pleasantly surprising experience.
Pros
We were already using the CRM features of Hubspot and liked the idea of combining with our service desk. We automatically create tickets from chats, which makes dropping the ball on tickets harder to do. The knowledge base is flexible, and the layout templates allowed us to get on-brand.
Cons
I'd love to see an OAuth option in the future to put our knowledge base behind a login.
Reasons for Choosing HubSpot Service Hub
Integration with our Hubspot CRM.Switched From
DriftReasons for Switching to HubSpot Service Hub
Single platform for sales and service teams. Enjoyed the look and feel of the knowledge base more. The quick insights seemed to be spot on to how we want to measure Knowledge Base success.- Industry: Banking
- Company size: 501–1,000 Employees
- Used Weekly for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
HubSpot Service Hub, a good tool for a high-quality customer support.
Reviewed on 3/9/2022
Overall, HubSpot Service Hub is a good tool to take care of our clients and keep them. We combine...
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.
- Industry: Electrical/Electronic Manufacturing
- Company size: 201–500 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 0.0 /10
HubSpot Service Hub is not a mature product - Stay away if you can
Reviewed on 25/1/2023
I am extremely disappointed.
I am extremely disappointed.
Pros
I like that it is connected with the CRM (which we use for sales and martketing). This is the main reason why we looked into it in the first place.
Cons
The Customer Portal that my customers see is very poor quality compared to similar tools. The interface is not customizable at all. You cannot even let the customer see in the overview of the tickets who is servicing his/her requests. I have found multiple bugs and I was told "We know. We do not have a timeline to fix this". Customers cannot even embed a picture in a message. The list could go on and on.
Reasons for Switching to HubSpot Service Hub
I chose HubSpot because we already use it for the CRM (sales and marketing) and because I was told that I could get most of what I wanted by the HubSpot partner that I contracted for the customization. I prepared a detailed spec of what I wanted. The partner was nice and competent, but he just did not know and promised things he should not have.- Industry: Consumer Goods
- Company size: Self Employed
- Used Monthly for Free Trial
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 6.0 /10
Their service is too good?
Reviewed on 31/12/2024
Was researching on different types of services to use for a project and only wanted information on...
Was researching on different types of services to use for a project and only wanted information on a specific thing. I got that information but was later reached out to upgrade to a larger service I wasn't looking into.
Pros
The service was prompt in reaching outcand figuring out what needed
Cons
They were slightly fast with the type of services i wasnt in tge narjet for at the time
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 6-12 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
Great all-round experience and easy to use
Reviewed on 13/11/2019
The key business driver for this project was to not have to expand the CS team with business...
The key business driver for this project was to not have to expand the CS team with business growth, instead making them more efficient and able to manage a greater amount of inbound enquiries. This was achieved.
Pros
It easily integrates with many other products. It can also be used across many teams/departments so passing leads etc can flow right though the business. It was easy to integrate and migrate current data, creating pipelines for new and existing deals. Customer support is helpful, so usually resolves any technical issues we have. The interface is very user-friendly, so even the computer-illiterate users within our business find it easy to use.
Cons
Auto-assigning based on current load is not present, so assigns tickets to users who already have a high workload instead of a user who can accept more. This is perhaps the biggest time saver but is needing to be done manually at the moment.
Reasons for Switching to HubSpot Service Hub
Price and integrations offered more flexibilityHubSpot Service Hub FAQs
Below are some frequently asked questions for HubSpot Service Hub.Q. What type of pricing plans does HubSpot Service Hub offer?
HubSpot Service Hub offers the following pricing plans:
- Starting from: US$20.00/month View Pricing Plans
- Pricing model: Free Version, Subscription
- Free Trial: Available
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
Q. Who are the typical users of HubSpot Service Hub?
HubSpot Service Hub has the following typical customers:
2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does HubSpot Service Hub support?
HubSpot Service Hub supports the following languages:
English, French, German, Japanese, Portuguese, Spanish
Q. Does HubSpot Service Hub support mobile devices?
HubSpot Service Hub supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does HubSpot Service Hub integrate with?
HubSpot Service Hub integrates with the following applications:
360NRS, Accelo, Actionstep, AdRoll, AdStage, AgencyAnalytics, Airtable, Aloware, Ambassify, Asana, Aysling, Bedrock Data, BigTime, BrightTALK Central, BuiltWith, Calendly, Call Loop, CallRail, Canva, ClearVoice, CoSchedule Marketing Suite, Coupler.io, Cyfe, DataHero, Databox, Dealfront, DepositFix, Dialpad AI Meetings, Drift, Dropbox Sign, Eventbrite, Fivetran, Fomo, Forecast, Gmail, GoTo Webinar, Google Calendar, Google Contacts, Google Meet, Google Sheets, Gravity Forms, Grow, Instagram, Instapage, Intercom, Jotform, Justuno, Klips, LinkedIn for Business, LoyaltyLion, Lucky Orange, Mailchimp, ManyChat, Meta for Business, Modus, NeverBounce, Odoo, OptinMonster, Outgrow, PSOhub, Paycove, PhoneWagon, Pipedrive, PowToon, Privy, Project Procs, Promo.com, Proposify, Pure Chat, Quuu Promote, Retreaver, Ringover, Sakari, Salesforce Sales Cloud, Salesmsg, Seventh Sense, Shopify, Skyvia, Slack, SnapApp, Stitch, Stripe, Stripo.email, Supermetrics, SurveyMonkey, Teamwork.com, Trello, Twitter/X, Unbounce, Vidyard, Wistia, Wix, WooCommerce, Woopra, WordPress, Zapier, Zoho Analytics, Zoom Workplace, adam.ai, monday.com
Q. What level of support does HubSpot Service Hub offer?
HubSpot Service Hub offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat
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Customer Service Software
