HubSpot

HubSpot Service Hub

8.3 /10

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 Knowledge Management category

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1 Top Rated Capabilities

3 Top Rated Features

Latest Award, 2023

0 Top Rated Capabilities

1 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

1
Since last award

100 Plan to Renew

85 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

+89 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?

0% Negative

9% Neutral

91% Positive

Pros

Performance Enhancing
Trustworthy
Efficient Service
Respectful

Feature Ratings

Average 85

Workflow and Approval Management

Social Features

Role-Based Access

Version Control

AI Capabilities

Multiple File Type Support

Reporting and Analytics

Rich Text Editor

Configurable Knowledge Repository

Multi-Language Support

Intelligent Search

Vendor Capability Ratings

Average 83

Ease of Customization

Ease of IT Administration

Availability and Quality of Training

Business Value Created

Breadth of Features

Quality of Features

Vendor Support

Product Strategy and Rate of Improvement

Ease of Data Integration

Usability and Intuitiveness

Ease of Implementation

Also Featured in...

Customer Success

Score 8.8

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

Customer Service - Enterprise

Score 8.7

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

HubSpot Service Hub Reviews

Hiba E.

Role: Human Resources
Industry: Finance
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Mar 2024

Great, but not the smoothest,

Likeliness to Recommend

8 /10

What differentiates HubSpot Service Hub from other similar products?

Easy to use the set up features, automated workflows work well.

What is your favorite aspect of this product?

bulk adjustments

What do you dislike most about this product?

not all features can be adjusted by bulk. the connection between the "Conversation Inbox" and the Ticketing, they should be separated completely since not all features are connected.

What recommendations would you give to someone considering this product?

Ensure your internal processes flow with the product, as you cannot change a product to match your internal processes. We have a lot of internal emails as part of our internal process, which affects the automation of tickets, and have to manually adjust them as the system functions off the domain.

Pros

Trustworthy
Caring
Respectful
Client Friendly Policies

Dirk L.

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

Validated Review

Verified Reviewer

Submitted Feb 2024

Reliable if Not Quite Full Featured CS Tool

Likeliness to Recommend

7 /10

What differentiates HubSpot Service Hub from other similar products?

Primarily cost and as with all Hubspot products the overt availability of training and explainers.

What is your favorite aspect of this product?

The Omnichannel Communications suite. Like the ease with which it integrates with Facebook Messenger has been a real time saver.

What do you dislike most about this product?

The lack of smart cues in this day and age is disorienting to say the least.

What recommendations would you give to someone considering this product?

Don't get frustrated if you run into a problem. The solution or answer you're looking for is definitely already online somewhere.

Pros

Friendly Negotiation
Helps Innovate
Reliable
Performance Enhancing

Cons

Slower Product Innovation
Commodity Features
Less Effective Service

Scott A.

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

Validated Review

Verified Reviewer

Submitted Nov 2023

Hubspot is all about the UI

Likeliness to Recommend

7 /10

What differentiates HubSpot Service Hub from other similar products?

It's the easiest and most intuitive user interface

What is your favorite aspect of this product?

the intuitive UI

What do you dislike most about this product?

Nothing, I like that it makes sense even when you're unfamiliar with it

What recommendations would you give to someone considering this product?

Hubspot is a leader in UI ease of usability

Pros

Helps Innovate
Trustworthy
Caring
Respectful

HubSpot Service Hub

What is HubSpot Service Hub?

Company Details

Need Assistance?

Awards & Recognition

HubSpot Service Hub Ratings

88 Likeliness to Recommend

1 Since last award

100 Plan to Renew

85 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+89 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

Workflow and Approval Management Ability to model, build, and execute automatic workflows for the purpose of managing content-centric processes.

Social Features Social features allow knowledge users to like, rate, comment, or tag knowledge content.

Role-Based Access Enable different levels of access based on role, allowing different articles to be available only to specific audiences as needed.

Version Control Tracking of document versions with each iteration of document changes.

AI Capabilities Artificial intelligence to enhance knowledge management such as automatically tagging content, recognizing duplicate content, and suggesting relevant content.

Multiple File Type Support Write or translate articles to multiple languages and allow users to search in multiple languages to support global customers.

Reporting and Analytics Detailed analytics and dashboards on content usage and performance, including how information is accessed and by whom, search query performance, etc.

Rich Text Editor Allows users to create and share information using text and other formats such as charts, images, audio, and video, with easy formatting options.

Configurable Knowledge Repository The solution provides the ability to create, manage, disseminate and archive knowledge articles in a structured format.

Multi-Language Support Write or translate articles to multiple languages and allow users to search in multiple languages to support global customers.

Intelligent Search Provide user with filters and facets to refine search results, with auto-suggest capabilities, natural language search and search engine indexing.

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

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.

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.

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.

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.

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.

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

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.

Also Featured in...

Customer Success

Customer Service - Enterprise

HubSpot Service Hub Reviews

Hiba E.

Great, but not the smoothest,

Likeliness to Recommend

Pros

Dirk L.

Reliable if Not Quite Full Featured CS Tool

Likeliness to Recommend

Pros

Cons

Scott A.

Hubspot is all about the UI

Likeliness to Recommend

Pros

Most Popular HubSpot Service Hub Comparisons

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KnowledgeOwl

1
Since last award

1
Since last award

Feature Ratings

Workflow and Approval Management

Social Features

Role-Based Access

Version Control

AI Capabilities

Multiple File Type Support

Reporting and Analytics

Rich Text Editor

Configurable Knowledge Repository

Multi-Language Support

Intelligent Search

Vendor Capability Ratings

Ease of Customization

Ease of IT Administration

Availability and Quality of Training

Business Value Created

Breadth of Features

Quality of Features

Vendor Support

Product Strategy and Rate of Improvement

Ease of Data Integration

Usability and Intuitiveness

Ease of Implementation