Avis clients sur HubSpot Service Hub

Hubspot Service Hub

Commentaires: Overall, Service Hub has been a pleasantly surprising experience.

Avantages:

We were already using the CRM features of Hubspot and liked the idea of combining with our service desk. We automatically create tickets from chats, which makes dropping the ball on tickets harder to do. The knowledge base is flexible, and the layout templates allowed us to get on-brand.

Inconvénients:

I'd love to see an OAuth option in the future to put our knowledge base behind a login.

Alternatives envisagées : Jira, Drift et Intercom

Pourquoi choisir HubSpot Service Hub : Integration with our Hubspot CRM.

Logiciel antérieur : Drift

Pourquoi passer à HubSpot Service Hub : Single platform for sales and service teams. Enjoyed the look and feel of the knowledge base more. The quick insights seemed to be spot on to how we want to measure Knowledge Base success.

Comprehensive and Easy-to-Use: A Review of HubSpot Service Hub

Commentaires: Overall, HubSpot Service Hub has been a great experience for our business. It's reliable and feature-rich, and the customer service is always helpful and available.

Avantages:

HubSpot Service Hub is an incredibly helpful and user-friendly service desk platform. It's easy to set up and customize, and has lots of features that make it a great choice for any business. The customer support is also top-notch and always available to help.

Inconvénients:

One downside to HubSpot Service Hub is that it can be a bit costly for businesses on a tight budget. Additionally, some of the features can be complicated and difficult to use for those not familiar with the platform.

HubSpot Service Hub is not a mature product - Stay away if you can

Commentaires: I am extremely disappointed.

Avantages:

I like that it is connected with the CRM (which we use for sales and martketing). This is the main reason why we looked into it in the first place.

Inconvénients:

The Customer Portal that my customers see is very poor quality compared to similar tools. The interface is not customizable at all. You cannot even let the customer see in the overview of the tickets who is servicing his/her requests. I have found multiple bugs and I was told "We know. We do not have a timeline to fix this". Customers cannot even embed a picture in a message. The list could go on and on.

Alternatives envisagées : Freshdesk, JIRA Service Management et Zendesk Suite

Pourquoi passer à HubSpot Service Hub : I chose HubSpot because we already use it for the CRM (sales and marketing) and because I was told that I could get most of what I wanted by the HubSpot partner that I contracted for the customization. I prepared a detailed spec of what I wanted. The partner was nice and competent, but he just did not know and promised things he should not have.

Great solution for handling customer service tickets

Commentaires: It has been a great experience and has worked really well with out team processes.

Avantages:

We use live chat on our site and I love how it is integrated with the ticketing system so that those chats can be converted into tickets when necessary. We also love that we can use Slack to chat live instead of having to use the HubSpot interface.

Inconvénients:

It is a little cumbersome, but that is only because there are so many features and functionality. The free plan offers a ton, but once you need those extras, it gets pricy pretty quickly.

Alternatives envisagées : Freshdesk

Pourquoi choisir HubSpot Service Hub : Help Scout was not meeting our needs.

Logiciel antérieur : Help Scout

Great all-round experience and easy to use

Commentaires: The key business driver for this project was to not have to expand the CS team with business growth, instead making them more efficient and able to manage a greater amount of inbound enquiries. This was achieved.

Avantages:

It easily integrates with many other products. It can also be used across many teams/departments so passing leads etc can flow right though the business. It was easy to integrate and migrate current data, creating pipelines for new and existing deals. Customer support is helpful, so usually resolves any technical issues we have. The interface is very user-friendly, so even the computer-illiterate users within our business find it easy to use.

Inconvénients:

Auto-assigning based on current load is not present, so assigns tickets to users who already have a high workload instead of a user who can accept more. This is perhaps the biggest time saver but is needing to be done manually at the moment.

Alternatives envisagées : Freshdesk et Zendesk Suite

Pourquoi passer à HubSpot Service Hub : Price and integrations offered more flexibility

Good, but prefer more value

Commentaires: The customer service was a bit confused at rimes and got more of the big company feel rather than the we respond quickly and actually care feeling that I get from current provider.

Avantages:

The integrations of Hubspot are unmatched, big reason the charge big is those ecosystem integrations.

Inconvénients:

The simplicity/interface is nothing special to me. Pretty standard UI/UX. The cost for what you get is discouraging to me. It becomes quite expensive once you are off start up plan.

Alternatives envisagées : Zendesk Suite

Pourquoi passer à HubSpot Service Hub : Seemed cleaner and easier to use, but became too expensive and started shopping for new option in Freshdesk.

Great support tools for small to mid-market companies

Commentaires: Service Hub has been fantastic as a ticketing, customer feedback and chat tool. The integration with the rest of HubSpot ensures that I have the latest data on my customers when they are communicating with us.

Avantages:

Ease of use. Cost. Setup time is quick. The integration with the rest of HubSpot is one of it's biggest values. Many of the functions in Service Hub also mirror other functionality in HubSpot, so Ididn't have to learn how to use a separate suite of tools.

Inconvénients:

Inability for customers to view all of their outstanding tickets. I'd like to offer the same system that Hubspot uses to my clients with a support inbox of sorts.

Alternatives envisagées : Zendesk Suite

Pourquoi passer à HubSpot Service Hub : Integration with the rest of HubSpot. Ease of use. Cost. Automation features.

HubSpot Service Hub Review

Avantages:

The ticketing system and real time access to customers so that they can check the status of their ticket and even inquired about the progress is very helpful to keep customers happy.Not only that, but creating customized customer surveys really helps improve services.

Inconvénients:

Everything is really great and helpful in service hub, won't change a thing

Hubspot service hub

Avantages:

Very good integration we use the chat on our website and it is easy to find all the information about a customer with

Inconvénients:

Good but the ticket system needs to be improved

HubSpot Service Hub Review

Avantages:

It is really easy to track customer feedback with "Tickets" and customers having real time access to the status of their ticket through "Customer Portal" really improves customer satisfaction. The functionality of adding comments by customers is really helpful in being diligent"Feedback Surveys" really helps in getting to understand customer satisfaction and improvements in services needed.

Inconvénients:

Nothing really, everything up to the mark so can't complain.

Hubspot is amazign!!

Commentaires: Hubspot is amazing, it has replaced about 4 software packages we were using for YEARS

Avantages:

The Usability, Integrations and Functionality of Hubspot is second to NONE

Inconvénients:

The cost is a LOT, but it is worth it. I don't see smaller companies being able to afford it, but if you can...wow

HubSpot Service Hub Review

Commentaires: So far so good, the majority of my work is done on the ticket section of this platform and sometimes can be confused by the amount of different ways to respond to tickets (e.g. inbox, tickets, chatbot, form etc.)

Avantages:

I like how it centralises everything that our business uses all on one platform.

Inconvénients:

The same answer as pro, sometimes its beneficial to have everything on one platform, but other times it can muddy the waters and specific things can be hard to find.

Ticketing

Commentaires: Overall, the ticketing in the service hub is what i would like to acknowledge. This is very time savvy, and helps coordinate the workload of the team. It is viewable by everyone and each team player is held accountable for the turn around of their work. In our business we have a response time of 24-48 hours, and the tickets just show you the details you need to know and the whereabouts of that response. This is essential for the front of house team to be able to relay to the client at any given moment and any team member can do this.

Avantages:

I use this software daily and the most part of my job i am using the service hub. This mainly consists of the use of tickets that enable team members to have a solid view of the workload as well as the general outer team can see. I like most about this software that every move can be held accountable, someone is responsible for everything that goes in there and it makes everyone work as a team.

Inconvénients:

Some more automation would be good, i guess it is somewhat hard given the details it pulls. But when it automatically pulls information that you know you have changed, this can sometimes be very frustrating and also can cause contacts/ companies to associate more 10,000 engagements very fast and overfill the CRM very fast.

HubSpot's Knowledge Base Prioritizes Ease of Use

Commentaires: HubSpot's Knowledge Base has allowed my company a place to collect important information for contractors nationwide. It is a place for them to turn to with questions or clarifications, and to learn more about their expectations. I feel like it really stepped up my company's ability to provide on-demand assistance.

Avantages:

As a creator and a user, the interface is very easy to navigate. The focus is very much on text - HubSpot's knowledge base ends up looking like an encyclopedia. This focus on text keeps thing simple and straightforward. Developments are carefully added, not to shake up the use of a knowledge base, but to streamline the delivery of text information.

Inconvénients:

The focus on text keeps customization options minimal. For the first few months of using HubSpot's knowledge base, there was nothing you could do to change the look of the home page. That has been (thankfully) updated to allow for a few different templates. The implementation of images and other media is a far second place to the focus on text. Lastly, the search option leaves some to be desired. It searches strictly for language contained in the articles. I would like the option to add metadata tags.

Neutral

Commentaires: Overall, it has been a fairly good experience. We don't use all the features, but the ones we do use are seamless and beneficial.

Avantages:

Some of the services we really love! For example, the templates and sequences raise productivity and automate everything for you! Conversations and chats have been a huge hit on our website and people seem to love connecting this way. Also, the ability to set up meetings through Hubspot has made the process quicker and easier.

Inconvénients:

We did not enjoy the team inbox- it was confusing and we were unable to define who was actually responsible for the mails or had multiple people answering emails for the same contact. We also found the calling feature to have some issues, as it didn't work correctly with our office phones that required extensions.

Outstanding Product with High Quality

Commentaires: It's been a very helpful experience. HubSpot definitely makes my daily duties more organized and self sufficient.

Avantages:

Overall my experience has been great. It helps to visualize the many steps we have within our company which makes it easier to proceed with certain duties in a more organized at a efficient pace.

Inconvénients:

I really can't say anything negative about this CRM at all. It has been very helpful and organizing. If they could do something a little better it could be include more user-friendly training videos.

Easy to Use, Great for Starting Out

Commentaires: We're a pretty small company and it is easy to get overwhelmed by the demands of starting and growing a business from scratch. It is nice to have Service Hub as an 'add-on' for the CRM, Marketing automation and other features HubSpot offers as part of its full suite of tools. It has made it very easy for us to quickly add a "support portal" to our website, and it has helped our customers get answers to their most-asked questions more quickly than they could by just emailing our support team.

Avantages:

Using the HubSpot Service Hub is very easy. It is not a complex product or full-blown content management tool like other well-known support tools. It is a nice add-on for HubSpot that helps fill out the portfolio of other features available via their offering. It allows users to quickly build and structure a simple knowledge base, and the contextual search feature is very helpful.

Inconvénients:

While it is extremely easy to use, it is also a fairly basic set of tools. It is not as robust as some other customer support applications like Freshdesk, Zendesk, or SalesForce. The only concern we have is that we may need to transition to one of these other services if we find we need more control over the UX/UI of our support portal or need to expand support across many other channels. HubSpot continues to add new site templates and that's a good thing, but the Service Hub is still a pretty basic documentation portal.

The best customer service for your digital transformation

Commentaires: Excellent, easy to use, fast deployment, affordable for any size of companies. Companies who are considering an upgrade to its customer service processes or need an agile digital transformation, needs Service Hub.

Avantages:

Easy to deploy, administer, use. In one month, most of the customer service cases are in production. Migration and integration with other platforms are also very easy and in record time. A new generation of SaaS.

Inconvénients:

It is design to work with Marketing Hub and/or Sales Hub. If you need to integrate to other software, it may require the development of a middleware to migrate data (KB).

Improvement over most

Avantages:

Enjoyed how easy it is to have a full synergy across service and other parts of the hubspot platform

Inconvénients:

Not everything is as straightforward as it would seem or requires more steps than expected

Service on the Up

Commentaires: For having recently launched their Service Hub we find that overall it helps us deal with many of our needs in a convenient way as we also have the Sales and Marketing Hubs. There is room for improvement but the Hubspot staff always listen to my feedback. On the occasions when I have needed help they have been immensely helpful and attentive. This for me is fundamental and Hubspot nails that on the head!

Avantages:

For most daily tasks it's easy to get things done, you can have a great variety of tasks which can be carried out all in one place (use contacts, create workflows, manage and answer tickets, etc.). Each agent can easily keep track of their own tickets. The feedback surveys are a great addition to our site now too!

Inconvénients:

Having to have both the inbox and the ticket windows open is sometimes difficult. A more annoying or obvious alarm for chats would also be a plus in the future (like an alarm that doesn't stop until a chat is answered). In our case, a multi-language Knowledge Base is missing to make the KB more complete.

My right hand- Hubspot

Commentaires: As I said before, HubSpot tool it’s a complete one. It helped me to create an entire Knowledge base with the possibility to set the access for it, eather private or public.
The chat box it’s very used by our company, it helps to get in touch with our clients or the potential ones.
The customer team from Hubspot it’d very prepared with answers and very kind :)!

Avantages:

The user interface and user experience are great. It’s very easy to use this tool, as well it’s a complete one which gives the possibility to the user to achieve their goals by using it.

Inconvénients:

I can’t say that’s something I don’t like at HubSpot tool.

Customer Relationship Management

Commentaires: We use HubSpot as our CRM and it has been very effective tool.

Avantages:

- Contacts and companies filters - Dashboards - Workflows - Calls

Inconvénients:

- Project Templates - I think it should be an option to see or turn on project templates created by HubSpot Team. This makes it kinda time consume to look for templates when I am not sure who created the template in my team.

Service feedback

Avantages:

- Dealing with tickets - easy information sharing with the tech team - Customer feedback - automation considering the results - Easily information sharing with the sales team

Inconvénients:

- FAQ template, we don't have a lot of options (design, configuration) - Workflow = it can be difficult to find all the property we need

Still a fledging product but real potential

Commentaires: An interesting learning curve in setting up, implementing and troubleshooting for a client who work in the retail space and rely heavily on this functionality

Avantages:

As a loyal HubSpot user, it's great to be able to offer service software that fits our clients' marketing, sales and CRM platforms

Inconvénients:

There are still some friction points which I believe are down to the emerging nature of the platform. HubSpot support are helpful and In hope that some of the tweaks I have raised are taken on board.

All or nothing

Avantages:

Pretty surveys that were easy and appealing for the customer to complete.

Inconvénients:

To get the most out of it, you really need to use the full functionality of ticketing and CRM. The Salesforce integration did not solve those problems like we believed it would, which made triggering surveys at the right time difficult. I also didn't like that the knowledge base didn't provide for version history and edit tracking.