HubSpot

HubSpot Service Hub

8.7 /10

254 Reviews Write a Review

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What is HubSpot Service Hub?

Service Hub brings all your customer service data and channels together in one place, and helps scale your support through automation and self-service. The result? More time for proactive service that delights, retains, and grows your customer base.

Company Details

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Awards & Recognition

HubSpot Service Hub won the following awards in the Customer Service - Enterprise category

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2023 Emotional Footprint Champion

Latest Award, 2023

Strategy and Innovation
Service Experience
Product Impact
Conflict Resolution

Latest Award, 2023

2023 Data Quadrant Gold Medalist

2023

7 Top Rated Capabilities

11 Top Rated Features

2023

2022 Emotional Footprint Champion

2022

Service Experience
Conflict Resolution

2022

2022 Data Quadrant Gold Medalist

2022

5 Top Rated Capabilities

10 Top Rated Features

2022

HubSpot Service Hub Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on HubSpot Service Hub.

88 Likeliness to Recommend

98 Plan to Renew

80 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

+88 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 Service Hub?

1% Negative

9% Neutral

90% Positive

Pros

Respectful
Fair
Performance Enhancing
Enables Productivity

Feature Ratings

Average 82

Customer Service Knowledge Management

Contact Center Integration

Agent Scripting

Customer Self Service Capabilities

Customer Community Management

Agent Collaboration

Analytics and Reporting

Mobile Customer Care

Customer Service Workflow Management

Intelligent Search

Multi Channel Support

Vendor Capability Ratings

Average 80

Usability and Intuitiveness

Ease of Implementation

Vendor Support

Business Value Created

Ease of IT Administration

Availability and Quality of Training

Quality of Features

Ease of Data Integration

Breadth of Features

Product Strategy and Rate of Improvement

Ease of Customization

Also Featured in...

Customer Success

Score 8.8

View HubSpot Service Hub in this category (opens in a new tab)

Knowledge Management

Score 8.3

View HubSpot Service Hub in this category (opens in a new tab)

HubSpot Service Hub Reviews

Ana H.

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

Validated Review

Verified Reviewer

Submitted Jan 2021

It's a game changer!

Likeliness to Recommend

10 /10

What differentiates HubSpot Service Hub from other similar products?

It helps every single part of the company and helps you grow by measuring everything you do!

What is your favorite aspect of this product?

The reports you're able to make!

What do you dislike most about this product?

I don't have any comments.

What recommendations would you give to someone considering this product?

Give yourself time to explore every single function.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Robert D.

Role: Information Technology
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Jan 2021

Easy to use, just need mobile ticketing!

Likeliness to Recommend

8 /10

What differentiates HubSpot Service Hub from other similar products?

Contextual data: you can see each part of the customer journey from within HubSpot.

What is your favorite aspect of this product?

I enjoy the layout and the user-friendly interface.

What do you dislike most about this product?

I used to be unimpressed by automation workflows but it appears they're working on this component.

What recommendations would you give to someone considering this product?

I would recommend ensuring that the ticketing solution's capabilities is what your organization is looking for.

Pros

Helps Innovate
Continually Improving Product
Reliable
Enables Productivity

Victoria H.

Role: Information Technology
Industry: Other
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Jan 2021

Fantastic marketing platform

Likeliness to Recommend

10 /10

What differentiates HubSpot Service Hub from other similar products?

It keeps clients data safely and can be used to send emails during marketing campaigns.

What is your favorite aspect of this product?

It is very effective when relating with clients and ensuring they are satisfied with services offered.

What do you dislike most about this product?

I have not faced any negative challenge from this platform.

What recommendations would you give to someone considering this product?

I highly recommend this platform to any organization for effective marketing.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

HubSpot Service Hub

What is HubSpot Service Hub?

Company Details

Need Assistance?

Awards & Recognition

2023 Emotional Footprint Champion

2023 Data Quadrant Gold Medalist

2022 Emotional Footprint Champion

2022 Data Quadrant Gold Medalist

HubSpot Service Hub Ratings

88 Likeliness to Recommend

98 Plan to Renew

80 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+88 Net Emotional Footprint

How much do users love HubSpot Service Hub?

Pros

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

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Customer Community Management Creation and management of branded and focussed user communities.

Agent Collaboration Supports live collaboration between agent and customers, among customers (e.g. forums), and among service professionals (e.g. team-based customer service).

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

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

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.

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.

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.

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.

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

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.

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.

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

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.

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.

Also Featured in...

Customer Success

Knowledge Management

HubSpot Service Hub Reviews

Ana H.

It's a game changer!

Likeliness to Recommend

Pros

Robert D.

Easy to use, just need mobile ticketing!

Likeliness to Recommend

Pros

Victoria H.

Fantastic marketing platform

Likeliness to Recommend

Pros

Feature Ratings

Customer Service Knowledge Management

Contact Center Integration

Agent Scripting

Customer Self Service Capabilities

Customer Community Management

Agent Collaboration

Analytics and Reporting

Mobile Customer Care

Customer Service Workflow Management

Intelligent Search

Multi Channel Support

Vendor Capability Ratings

Usability and Intuitiveness

Ease of Implementation

Vendor Support

Business Value Created

Ease of IT Administration

Availability and Quality of Training

Quality of Features

Ease of Data Integration

Breadth of Features

Product Strategy and Rate of Improvement

Ease of Customization