Hubspot Live Chat Customer Reviews 2023

What is Hubspot Live Chat?

Connect with your website visitors in real time to convert new leads, close more deals, and provide better support to your customers.

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Hubspot Live Chat Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Hubspot Live Chat.

88 Likeliness to Recommend

86 Plan to Renew

Down 5
Since last award

84 Satisfaction of Cost Relative to Value

Up 3
Since last award

Emotional Footprint Overview

+91 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Hubspot Live Chat?

0% Negative

19% Neutral

81% Positive

Pros

Reliable
Performance Enhancing
Inspires Innovation
Fair

Feature Ratings

Average 84

Translation

100

Multi-channel

92

Learning and Adaptability

92

Scheduled Availability

88

Personalized Service

88

Natural Language Processing

88

Wayfinding

88

Leads Generation

86

Integration With CRM

85

Workflow Processing

83

Knowledgebase

80

Vendor Capability Ratings

Average 77

Ease of Data Integration

100

Availability and Quality of Training

95

Ease of Customization

95

Ease of IT Administration

93

Quality of Features

93

Vendor Support

93

Ease of Implementation

92

Business Value Created

88

Usability and Intuitiveness

86

Breadth of Features

81

Product Strategy and Rate of Improvement

79

Hubspot Live Chat Reviews

Carl O.

Role: Operations
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2023

Makes our business far more productive

Likeliness to Recommend

9 / 10

What differentiates Hubspot Live Chat from other similar products?

Where Hubspot Chat differs from others is the ease of setup and integration. We needed no technical input, and my colleague who did set it up was not technical in the slightest and was able to easily configure and go live with chat about 2 weeks after initial build began.

What is your favorite aspect of this product?

My favourite aspect is the fact we already use Hubspot as our CSM system, so it makes complete sense for Live Chat and Chatbot to be embedded in our existing account. We are a sales focused team, and we have lead forms on our website as lead gen is very important for us, and chatbot enables us to automate much of this and filter out the very simple queries.

What do you dislike most about this product?

I find that when the chatbot is converted into an actual chat for a 'human' to pickup, the notifications are poor and easy to miss. A nicer and clearer pop-up would be good.

What recommendations would you give to someone considering this product?

If you use Hubspot already, it is a no-brainer. If you don't, it may be worth shopping around a little bit first.

Pros

Helps Innovate
Reliable
Performance Enhancing
Enables Productivity

Andrew B.

Role: Sales Marketing
Industry: Insurance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2023

Great product to offer a wide range of services

Likeliness to Recommend

9 / 10

What differentiates Hubspot Live Chat from other similar products?

Ease of use, support is great, easy onboarding

What is your favorite aspect of this product?

Ease of use and easy to set up

What do you dislike most about this product?

Price and some features can take a while to get used to

What recommendations would you give to someone considering this product?

I would review it against other competitors.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Albert R.

Role: Sales Marketing
Industry: Consulting
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Feb 2023

A tool for current care

Likeliness to Recommend

8 / 10

What differentiates Hubspot Live Chat from other similar products?

Unlike other ways of serving customers, this customer service system has allowed business websites to be a more accessible path to solving problems or customer concerns. It is well recognized for being easy to deploy and implement.

What is your favorite aspect of this product?

What I like about this site is its ease, it is the type of tool that connects customers and operators more efficiently without having to use complicated systems, it understands the need for companies to find tools that allow them to be connected with customers in all places allowing to be more precise in what the clients want

What do you dislike most about this product?

There are no changes I've seen in the tool that need to be made.

What recommendations would you give to someone considering this product?

Allows customers to feel cared for

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Trustworthy

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Hubspot Live Chat

Hubspot Live Chat

What is Hubspot Live Chat?

Company Details

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Awards & Recognition

Hubspot Live Chat Ratings

88 Likeliness to Recommend

86 Plan to Renew

Down 5Since last award

84 Satisfaction of Cost Relative to Value

Up 3Since last award

Emotional Footprint Overview

+91 Net Emotional Footprint

How much do users love Hubspot Live Chat?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Translation Supports automatic translate to multiple languages

Multi-channel Supports live chat, mobile app, powerbot and messenger

Learning and Adaptability The chatbot should have the ability to learn the characteristics of the human with whom it is interacting. This can include speech nuances.

Scheduled Availability The ability to schedule when the chatbot will be available, if its role is to augment a service desk on an after hours basis.

Personalized Service In conjunction with CRM integration, or through the use of browser cookies, the chatbot can be configured to deliver a more personalized service to the client.

Natural Language Processing Allows chatbot to “understand” voice/text inputs relayed by a human in conversational vernacular, and be able to process & relay feedback in natural speech.

Wayfinding Allows the chatbot to act as a site’s search engine, in addition to a text-based search field, and have access to a service desk’s service catalog.

Leads Generation The chatbot can take its interaction as input as a possible new sales lead, for follow-up by an organization’s business development office.

Integration With CRM The chatbot’s integration with the organization’s CRM would allow for customer information to be queried, once the customer’s identity has been verified.

Workflow Processing By leveraging the chatbot’s AI capabilities, the intelligent routing of data across an organization, based on pre-defined parameters of a workflow.

Knowledgebase Allows users to creare knowledgebase articles, metadata tags, creation data and author's name

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Hubspot Live Chat Reviews

Carl O.

Makes our business far more productive

Likeliness to Recommend

Pros

Andrew B.

Great product to offer a wide range of services

Likeliness to Recommend

Pros

Albert R.

A tool for current care

Likeliness to Recommend

Pros

Most Popular Hubspot Live Chat Comparisons

LiveChat ChatBot

Intercom

Drift Conversation Cloud

Tidio

ManyChat

Dialogflow

Down 5
Since last award

Up 3
Since last award

Feature Ratings

Translation

Multi-channel

Learning and Adaptability

Scheduled Availability

Personalized Service

Natural Language Processing

Wayfinding

Leads Generation

Integration With CRM

Workflow Processing

Knowledgebase

Vendor Capability Ratings

Ease of Data Integration

Availability and Quality of Training

Ease of Customization

Ease of IT Administration

Quality of Features

Vendor Support

Ease of Implementation

Business Value Created

Usability and Intuitiveness

Breadth of Features

Product Strategy and Rate of Improvement