Avis clients sur HubSpot Service Hub

Note moyenne

  • Note globale
    4,4 /5
  • Facilité d'utilisation
    4,4 /5
  • Service client
    4,6 /5

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122 avis affichés

Josh A.
Co-Founder
Services et technologies de l'information, 11-50 employés
Temps d'utilisation du produit: 6 à 12 mois
  • Note globale
    5 /5
  • Facilité d'utilisation
    5 /5
  • Fonctionnalités
    4 /5
  • Support client
    5 /5
  • Rapport qualité-prix
    5 /5
  • Probabilité de recommander le produit
    10/10
  • Source de l'avis 
  • Publié le 12/11/2019

"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.

  • Source de l'avis 
  • Publié le 12/11/2019
Laci C.
Project Manager
Internet, 11-50 employés
Temps d'utilisation du produit: plus d'un an
  • Note globale
    5 /5
  • Facilité d'utilisation
    4 /5
  • Fonctionnalités
    4 /5
  • Support client
    5 /5
  • Rapport qualité-prix
    5 /5
  • Probabilité de recommander le produit
    9/10
  • Source de l'avis 
  • Publié le 25/10/2019

"A Great Platform that is Only Getting Better"

Commentaires: Outside of streamlining our processes, Hubspot Service Hub saved our peak season within the first year of use. The function of having tickets and having easy to build forms and workflows that create tickets, allowed my sales team to spend less time gathering what information that they thought would be helpful to my service team and gathering the exact info that was actually needed. But that was just the tip of the iceberg of benefits. Tickets allowed all of our customer service inquiries in one easy to navigate place. Requests were not slipping through the cracks because they were coming in from every direction and we could see at a glance where we were with solving each issue. The Knowledge Base feature is a good tool that we look forward to seeing improvements in the future. We have not gotten our feet wet enough on surveys to leave a full thought on it but are planning to dive into those services within the calendar year.

Avantages: Hubspot Service Hubs allows my team to be on the same page. We can not only see what everyone is working on and assist where needed but the resources available to my team members and therefore to our customers are all in the same space. It makes streamlining business practices much easier than we had experienced in the past.

Inconvénients: The software lacks a couple of keys features and the timelines/feeds are not the most efficient presentation as far as finding what you are looking for. For example, if we tag a user in a ticket who is coming into the ticket fresh, we've found that it's difficult for them to get caught up in an easy manner. It takes a little digging. that being said, Hubspot is continuously updating the software on the back end with the items that the Hubspot Community of users upvotes as important to the,m. This has created a trust in Hubspot that these hiccups will be adjusted and the user platform will continue to improve month to month.

  • Source de l'avis 
  • Publié le 25/10/2019
Utilisateur vérifié
Marketing manager
Sports, 11-50 employés
Temps d'utilisation du produit: 6 à 12 mois
  • Note globale
    4 /5
  • Facilité d'utilisation
    5 /5
  • Fonctionnalités
    5 /5
  • Support client
    5 /5
  • Rapport qualité-prix
    5 /5
  • Probabilité de recommander le produit
    10/10
  • Source de l'avis 
  • Publié le 09/02/2021

"Great software"

Commentaires: Great experience and hard to find any faults as the features continued to be improved over time

Avantages: It’s a great continuation of marketing/sales hub and provides a central place for cross team customer management and a central contact record.
The knowledge base and ticketing/pipeline feature also provides and easy way for customers to self answer or find the help they need

Inconvénients: There aren’t many downsides to the software. It might have some limits compared to a dedicated service tool but the fact it’s part of the hubspot suite makes up for it

  • Source de l'avis 
  • Publié le 09/02/2021
Ella H.
Channel Support Manager
Produits pharmaceutiques, 11-50 employés
Temps d'utilisation du produit: 6 à 12 mois
  • Note globale
    3 /5
  • Facilité d'utilisation
    3 /5
  • Fonctionnalités
    3 /5
  • Support client
    4 /5
  • Rapport qualité-prix
    3 /5
  • Probabilité de recommander le produit
    4/10
  • Source de l'avis 
  • Publié le 21/10/2019

"Its good CRM but is more suited for Marketing rather than a Service Role"

Commentaires: It has some great functions but compared to some other CRM services it is limited and sometimes difficult to navigate

Avantages: Easy to retrieve all of the information on a customer. Can keep all the records/notes/emails all under one email address.

Inconvénients: The ticket system is not designed for high volume. You can't see if another team member is in the ticket. If the customer replies back to an closed to ticket it doesn't reopen so we miss emails unless we are double checking our notifications.
Limited reporting.

  • Source de l'avis 
  • Publié le 21/10/2019
Brooke W.
Head of Marketing
E-learning, 2-10 employés
Temps d'utilisation du produit: 1 à 5 mois
  • Note globale
    5 /5
  • Facilité d'utilisation
    5 /5
  • Fonctionnalités
    5 /5
  • Support client
    5 /5
  • Rapport qualité-prix
    5 /5
  • Probabilité de recommander le produit
    10/10
  • Source de l'avis 
  • Publié le 30/11/2020

"Easy to keep track of issues, create surveys, automations"

Commentaires: I've been working with Hubspot along with the rest of my team for 4 months and it's only getting better. There is a LOT to explore and it's so easy to have everything working together.

Avantages: Working with hubspot has made managing our customers much more easy. I have the ability to create surveys and see which users a replying, create automated messages, tag team members in tickets and more.

Inconvénients: The ticketing feature is not as advanced as other services but it makes it easy when all contacts are in the hubspot CRM

  • Source de l'avis 
  • Publié le 30/11/2020
Brigitte S.
Operations Coordinator
E-learning, 11-50 employés
Temps d'utilisation du produit: 1 à 5 mois
  • Note globale
    4 /5
  • Facilité d'utilisation
    5 /5
  • Fonctionnalités
    4 /5
  • Support client
    5 /5
  • Rapport qualité-prix
    5 /5
  • Probabilité de recommander le produit
    10/10
  • Source de l'avis 
  • Publié le 30/01/2020

"Great choice for scaling up your Support Teams"

Commentaires: I have really appreciated the Customer Support provided by HubSpot; they are quick to find resolutions to problems, and their support team is courteous and friendly. The ease of use of the product, despite some shortcomings, will allow our Support team to automate more and scale up faster and more effectively.

Avantages: I love how convenient it is to make filters to see your tickets, change the status or update ticket fields, add "Snippets" for responses frequently used, and how easily conversations are looped together without creating duplicate tickets. Even duplicate tickets can be merged together seamlessly! I also love how easy it was to create and edit a "Contact Us" form, along with creating the workflow for the response email. It really gives us the power to do more with fewer technical skills needed.

Inconvénients: I would like for them to improve how companies are added to inbound customers who may not already be in the CRM; it is harder to automate/add to pipelines, as we are a B2B company, and the users of our product are most often not already in the CRM. I would also love to be able to edit the email content previous to my responses; oftentimes our Client Success Managers will send emails forwarding a request from a customer, and I have to copy the previous email sent to exclude the instructions from the CSM. It takes a little extra time. The other item I would like to be able to do is to paste small excel tables into the body of an email; I've had to switch to attaching the excel documents or reformatting the content to be in the style of bullets.

  • Source de l'avis 
  • Publié le 30/01/2020
Utilisateur vérifié
Project Manager
Logiciels, 51-200 employés
Temps d'utilisation du produit: 6 à 12 mois
  • Note globale
    4 /5
  • Facilité d'utilisation
    5 /5
  • Fonctionnalités
    3 /5
  • Support client
    5 /5
  • Rapport qualité-prix
    4 /5
  • Probabilité de recommander le produit
    7/10
  • Source de l'avis 
  • Publié le 13/11/2019

"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.

  • Source de l'avis 
  • Publié le 13/11/2019
Utilisateur vérifié
Customer Support Specialist
Services et technologies de l'information, 51-200 employés
Temps d'utilisation du produit: 6 à 12 mois
  • Note globale
    5 /5
  • Facilité d'utilisation
    5 /5
  • Fonctionnalités
    4 /5
  • Support client
    5 /5
  • Rapport qualité-prix
    Sans note
  • Probabilité de recommander le produit
    9/10
  • Source de l'avis 
  • Publié le 13/11/2019

"Overall system for managing your customers that keeps constantly improving"

Commentaires: We started using Hubspot Service Hub overall when Hubspot presented their Chat feature. We have seen many improvements and new features have been implemented throughout the year so I'm positive it will become even greater tool in the future. Would recommend.

Avantages: Hubspot works well as an overall system for Customer Service. Chat, Help Center and Customer surveys are easily modifiable and there's constantly new features presented.

Inconvénients: The Hubspot chat is still relatively new service and is missing some elements which would be beneficial in professional use(such as possibility to delete messages, the search function within chat is not always as user friendly as expected.)

  • Source de l'avis 
  • Publié le 13/11/2019
Utilisateur vérifié
Quality Manager
Matériel informatique, 201-500 employés
Temps d'utilisation du produit: plus d'un an
  • Note globale
    5 /5
  • Facilité d'utilisation
    4 /5
  • Fonctionnalités
    3 /5
  • Support client
    5 /5
  • Rapport qualité-prix
    4 /5
  • Probabilité de recommander le produit
    10/10
  • Source de l'avis 
  • Publié le 13/11/2019

"The new support"

Avantages: Easy to use
Implementing new functions constantly
Great support
Good SW integration

Inconvénients: Mobile app not complete with all modules
The ticket system is new and will need some developments

  • Source de l'avis 
  • Publié le 13/11/2019
Paul S.
Senior Strategist
Marketing et publicité, 51-200 employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
    4 /5
  • Facilité d'utilisation
    5 /5
  • Fonctionnalités
    4 /5
  • Support client
    5 /5
  • Rapport qualité-prix
    5 /5
  • Probabilité de recommander le produit
    10/10
  • Source de l'avis 
  • Publié le 31/01/2020

"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.

  • Source de l'avis 
  • Publié le 31/01/2020
Consie B.
Business Development Executive and Sales Coordinator
Matériaux de construction, 11-50 employés
Temps d'utilisation du produit: plus de deux ans
  • Note globale
    5 /5
  • Facilité d'utilisation
    3 /5
  • Fonctionnalités
    4 /5
  • Support client
    3 /5
  • Rapport qualité-prix
    3 /5
  • Probabilité de recommander le produit
    8/10
  • Source de l'avis 
  • Publié le 28/04/2020

"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.

  • Source de l'avis 
  • Publié le 28/04/2020
Rachel H.
Customer Success Advisor
Logiciels, 51-200 employés
Temps d'utilisation du produit: 1 à 5 mois
  • Note globale
    4 /5
  • Facilité d'utilisation
    4 /5
  • Fonctionnalités
    5 /5
  • Support client
    Sans note
  • Rapport qualité-prix
    Sans note
  • Probabilité de recommander le produit
    8/10
  • Source de l'avis 
  • Publié le 03/12/2019

"Good Overall, Can be Overwhelming/Cluttered, Still Improving"

Commentaires: We are still new to the Service Hub, which is HubSpot's newest hub, but I see great potential as we continue to learn and customize our instance, and as HubSpot continues to improve Service Hub.

Avantages: The ticketing side of HubSpot Service Hub is very flexible conveniently and seamlessly integrated with the HubSpot CRM. The line is blurred between ticket and conversation, which makes interactions with leads and customers more human (HubSpot's whole mission, essentially). There are good integrations with Calendly (new!), Appcues, Gmail, etc. plus the native features such as tracking knowledge base views, opens and clicks on emails, logging calls, etc. that make HubSpot a central record of all customer interaction and give us visibility on the whole journey. Associating a ticket with a CRM record (contact, company, deal) is easy and extremely flexible (unlike a help desk tool I've used before): in HubSpot there doesn't have to be an exact 1:1 relationship between all those things. We can just associate whatever message with whatever record it is actually associated with (helpful for cases like consultants who use our software themselves but also help out with other users' accounts). Plus, a couple other details: 1. being able to respond to live chat in Slack is great; ultimately, you need to view the customer/lead details in HubSpot anyway, but it's good to be able to send a quick, "Hi there, let me look into that for you!" even when I'm not on the chat page in HubSpot yet; 2. the "board" view vs. the "table" view for tickets is great to visualize the pipeline. Overall, I am pleased so far, and HubSpot shows a desire to improve this tool further.

Inconvénients: The radical flexibility and pulling all information about the customer together can get overwhelming and clutter up the screen. Luckily, you can filter out whatever you don't want to see very easily, but it's hard to know what to filter out if you're not looking at all of it to begin with. The knowledge base is not nearly as flexible as the other parts of the tool, e.g. you can't have multiple knowledge bases, and there is very little ability to customize the look/feel (although they are improving this part). Some other things that are strangely inflexible: the support/ticket form (we opted to use a marketing form instead and build a workflow to trigger a ticket, at our HubSpot account manager's recommendation!); and teams (agents can only be on one team and can only view tickets for their own team).

  • Source de l'avis 
  • Publié le 03/12/2019
Alissa T.
Product Owner
Immobilier, 2-10 employés
Temps d'utilisation du produit: plus d'un an
  • Note globale
    5 /5
  • Facilité d'utilisation
    5 /5
  • Fonctionnalités
    5 /5
  • Support client
    5 /5
  • Rapport qualité-prix
    4 /5
  • Probabilité de recommander le produit
    10/10
  • Source de l'avis 
  • Publié le 16/10/2019

"Great way for our team to stay organized!"

Commentaires: Our experience with Service Hub has been great. The transition from our previous product was fairly painless (and they've added even more features to help with that transition since we've switched), and we've had outstanding customer service when we've had questions or issues arise.

Avantages: Hubspot Service Hub has allowed our small team to stay organized and give our users as much support as possible without always being available to help in person within a few minutes. The knowledge base setup is super easy, appealing for our users, and customizable.

Inconvénients: Hubspot definitely isn't the cheapest option when you weigh all the platforms out there, but you definitely have to weigh ease of use, centralizing everything you need to do for your business and level of customer service.

  • Source de l'avis 
  • Publié le 16/10/2019
Cierra C.
Social Account Manager
Divertissement, 51-200 employés
Temps d'utilisation du produit: 6 à 12 mois
  • Note globale
    5 /5
  • Facilité d'utilisation
    5 /5
  • Fonctionnalités
    5 /5
  • Support client
    5 /5
  • Rapport qualité-prix
    5 /5
  • Probabilité de recommander le produit
    10/10
  • Source de l'avis 
  • Publié le 12/11/2019

"Make your life easier...Switch to Hubspot!"

Commentaires: Overall the service hub has been a fantastic tool. We have been able to capture and manage customer expectations immediately and effectively thanks to the Surveys specifically. We now capture results in real time direct;y after a customer has finished our sales cycle and their customer journey. The tool has allowed us to get quick responses, see where we excel and shine within our industry as well as where we can improve all from the voice of our customers. Love working with this tool

Avantages: Hubspot has allowed us to save time and reach our customers on a whole new level. Once we implemented Hubspot the possibilities truly became endless. From a sales perspective we have learnt valuable ways to reach our customers through the sales blog, templates and snippet suggestions etc. In addition we have been able to market to our clients using platforms we didn't even know were possible. Created personalized landing pages, calendar links to schedule meetings and calls saving time going back and forth. Not to mention automation and work flows- a time saver!!! Cant rave enough about using Hubspot and cant wait to see waht they come out with next!!!

Inconvénients: Honestly, I think thing we like least about the software is that you cant use the social features to post videos to Instagram from the social hub. Other than that there isn't anything we dont like!

  • Source de l'avis 
  • Publié le 12/11/2019
Mandi S.
IT Support Manager
Services et technologies de l'information, 2-10 employés
Temps d'utilisation du produit: 1 à 5 mois
  • Note globale
    4 /5
  • Facilité d'utilisation
    3 /5
  • Fonctionnalités
    2 /5
  • Support client
    3 /5
  • Rapport qualité-prix
    4 /5
  • Probabilité de recommander le produit
    6/10
  • Source de l'avis 
  • Publié le 22/10/2019

"Service Hub needs to be further developed"

Commentaires: Our experience has been okay with Hubspot setup. Our onboarding specialist has been trying to help us through some situational challenges with what we are wanting to accomplish within Hubspot, but we keep running into limitations of what Hubspot offers within Service Hub so far. I think they just need more time to further develop with the feedback from customers.

Avantages: I like the built in reports and default properties that minimized set up time.

Inconvénients: I'm not able to customize ticket properties seen when creating/viewing tickets per pipeline so I had to set it up to see all needed properties for all 3 pipelines on each ticket. There is no visibility into our chatbot conversations before they are handed off to a human. Contacts are created from each email sent through service hub and also from ticket submission, when we do not want this to occur. I also can't edit the Support Form to have only ticket properties since it connects to the contact properties to create a contact. I get that Hubspot charges based on number of contacts, but they should give customers the option on whether or not certain actions will create a contact or not. It may make sense for sales hub to do that, but not for service hub. We don't want a bunch of contacts in our system that are possibly end users of our product and not customers.

  • Source de l'avis 
  • Publié le 22/10/2019