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

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HubSpot Service Hub Reviews

Ina E.

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

Validated Review

Verified Reviewer

Submitted Jan 2021

Easy to use, great look, features need advancement

Likeliness to Recommend

7 /10

What differentiates HubSpot Service Hub from other similar products?

The look [sleek, professional], easy to navigate, allows log-in protected data

What is your favorite aspect of this product?

Ease of adding new pieces

What do you dislike most about this product?

Only being able to add photos and text

What recommendations would you give to someone considering this product?

Allow the sharing of PDFs and slides

Pros

Reliable
Trustworthy
Saves Time
Client Friendly Policies

Matthew K.

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

Validated Review

Verified Reviewer

Submitted Jan 2021

Easy to use and implement within larger team

Likeliness to Recommend

10 /10

What differentiates HubSpot Service Hub from other similar products?

The simplicity of HS Service Hub is a key element here. Finding the right balance of features, while managing to keep it easy to implement is the differentiating factor.

What is your favorite aspect of this product?

There is a wide variety of features available for our team to use.

What do you dislike most about this product?

Not really any complaints. It does exactly what we want it to do. I wouldn't say I have any dislikes.

What recommendations would you give to someone considering this product?

Use it. It's a great tool for any team.

Pros

Performance Enhancing
Enables Productivity
Trustworthy
Respectful

Thomas C.

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

Validated Review

Verified Reviewer

Submitted Jan 2021

Easy to use, but a bit pricey. Great to B2B

Likeliness to Recommend

9 /10

What differentiates HubSpot Service Hub from other similar products?

Easy of use.

What is your favorite aspect of this product?

The sales pipeline.

What do you dislike most about this product?

Price, i love it but its very expensive for us based on the number of contacts

What recommendations would you give to someone considering this product?

Ensure you are only capturing leads you want to capture.

Pros

Reliable
Performance Enhancing
Enables Productivity
Trustworthy

Cons

Less Generous

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

Ina E.

Easy to use, great look, features need advancement

Likeliness to Recommend

Pros

Matthew K.

Easy to use and implement within larger team

Likeliness to Recommend

Pros

Thomas C.

Easy to use, but a bit pricey. Great to B2B

Likeliness to Recommend

Pros

Cons

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