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

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

100 Plan to Renew

85 Satisfaction of Cost Relative to Value

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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

Multiple File Type Support

AI Capabilities

Reporting and Analytics

Rich Text Editor

Configurable Knowledge Repository

Multi-Language Support

Intelligent Search

Vendor Capability Ratings

Average 83

Vendor Support

Ease of IT Administration

Ease of Implementation

Usability and Intuitiveness

Availability and Quality of Training

Quality of Features

Ease of Data Integration

Business Value Created

Ease of Customization

Breadth of Features

Product Strategy and Rate of Improvement

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

Sanchit K.

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

Validated Review

Verified Reviewer

Submitted Nov 2022

Amazing tool for Customer success and support team

Likeliness to Recommend

10 /10

What differentiates HubSpot Service Hub from other similar products?

We loved the notion of integrating Hubspot's CRM features with our service desk because we were already utilizing them. Dropping the ball on tickets is tougher to do because we automatically create tickets from chats. We were able to stay on-brand thanks to the layout templates and the adaptable knowledge base. Since we converted, they have added even more capabilities to ease the transition from our old software, and we have experienced excellent customer assistance whenever queries or problems have arisen.

What is your favorite aspect of this product?

Our small staff has been able to maintain organization and provide our users with the most support possible while not always being on hand to assist in person within a short period of time thanks to Hubspot Service Hub. The knowledge base setup is very simple, user-friendly, and adaptable, Personalized landing sites and calendar links for scheduling meetings and calls were created, saving time on back-and-forth communication. Not to mention workflows and automation, which save time! I can't say enough good things about utilizing Hubspot and I can't wait to see what they release next!

What do you dislike most about this product?

If another team member is on the ticket, you can't see them. If a customer answers a closed ticket, it doesn't reopen, therefore unless we thoroughly check our notifications, we may miss emails.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Shweta B.

Role: Information Technology
Industry: Engineering
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Sep 2022

HotSpot is well organized tool !

Likeliness to Recommend

10 /10

What differentiates HubSpot Service Hub from other similar products?

Easy to maintain and install the software differentiate it from others.

What is your favorite aspect of this product?

Very easy to integrate and get started. Tracking tickets and managing inboxes is very structured and organized. 360 degree view are easy to set up.

What do you dislike most about this product?

Site Speed need to be improved. Tool is bit expensive. Multiple automation features are missing.

What recommendations would you give to someone considering this product?

This tool integrate perfectly with HubSpot CRM in in the table view.

Pros

Reliable
Respectful
Continually Improving Product
Performance Enhancing

Sheila K.

Role: Sales Marketing
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Sep 2022

Likeliness to Recommend

8 /10

HubSpot Service Hub

What is HubSpot Service Hub?

Company Details

Need Assistance?

Awards & Recognition

HubSpot Service Hub Ratings

88 Likeliness to Recommend

100 Plan to Renew

85 Satisfaction of Cost Relative to Value

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.

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

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

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

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

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.

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.

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.

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 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.

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.

Also Featured in...

Customer Success

Customer Service - Enterprise

HubSpot Service Hub Reviews

Sanchit K.

Amazing tool for Customer success and support team

Likeliness to Recommend

Pros

Shweta B.

HotSpot is well organized tool !

Likeliness to Recommend

Pros

Sheila K.

Likeliness to Recommend

Most Popular HubSpot Service Hub Comparisons

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KnowledgeOwl

Feature Ratings

Workflow and Approval Management

Social Features

Role-Based Access

Version Control

Multiple File Type Support

AI Capabilities

Reporting and Analytics

Rich Text Editor

Configurable Knowledge Repository

Multi-Language Support

Intelligent Search

Vendor Capability Ratings

Vendor Support

Ease of IT Administration

Ease of Implementation

Usability and Intuitiveness

Availability and Quality of Training

Quality of Features

Ease of Data Integration

Business Value Created

Ease of Customization

Breadth of Features

Product Strategy and Rate of Improvement