17 ans à aider les entreprises françaises
à choisir le meilleur logiciel

En savoir plus sur HubSpot Service Hub

Organisez votre équipe, créez des solutions client proactives et tenez compte de la satisfaction de vos clients avec HubSpot Service Hub.

En savoir plus sur HubSpot Service Hub

Avantages :

The service hub provides the basics for a ticketing system and I love how it integrates with CRM profiles.

Inconvénients :

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).

HubSpot Service Hub - Notes

Note moyenne

Facilité d'utilisation
4,4
Service client
4,6
Fonctionnalités
4,1
Rapport qualité-prix
4,3

Probabilité de recommander le produit

8,3/10

HubSpot Service Hub a reçu une note globale de 4,4 étoiles sur 5 d'après 164 avis d'utilisateurs publiés sur Capterra.

Avez-vous déjà utilisé HubSpot Service Hub ?

Partagez vos expériences avec d'autres acheteurs de logiciels.

Filtrer les avis (164)

Brooke
Brooke
Head of Marketing
Utilisateur LinkedIn vérifié
E-learning, 2–10 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Easy to keep track of issues, create surveys, automations

4,0 il y a 4 ans
Sous-titres en français disponibles pour la vidéo
Utilisateur vérifié
Utilisateur LinkedIn vérifié
Formation professionnelle et coaching, 11–50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Hubspot est un outil CRM complet et très riche mais présente quelques lacunes

4,0 l’année dernière

Commentaires : Mon outil CRM favori !

Avantages :

Je suis partisan de HS. Je l'ai utilisé dans deux sociétés différentes et de deux façons différentes. Pour moi, l'outil est complet et permet une gestion optimale du support client.

Inconvénients :

HS propose paradoxalement trop de fonctionnalités au détriment d'une certaine simplicité.

Vie
Vie
Customer Service Specialist (Philippines)
Utilisateur LinkedIn vérifié
Logistique et chaîne d'approvisionnement, 2–10 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

HubSpot for Customer Success

5,0 il y a 2 ans

Commentaires : its a wonderil tool to use as a large enterprise or a small startup

Avantages :

Ticketing, Conversations and CRM. I love how organized everything was and how it can be customized. Snippets and templates make canned responses a breeze for fast respinse yime and high customer satisfaction. integrated RingCentral calling and also being able to use LinkedIn Sales

Inconvénients :

a little laggy at times. i wish updates could be done at times that wouldnt affect operations but other yhan that its been amazing

Thierno Ousmane
Loans manager (Guinée)
Banque, 501–1 000 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

HubSpot Service Hub, a good tool for a high-quality customer support.

5,0 il y a 2 ans

Commentaires : Overall, HubSpot Service Hub is a good tool to take care of our clients and keep them. We combine taking charge of their queries and asking what could be improved in our business through the Feedback surveys function. Beyond the small and medium businesses (which once again are the most to use it), more and more big companies are using this product such as BBC, Suziki, or Airstream. So, it is a very promising product to watch. If the required update is done over time, it has the all chances to thrive in the market.

Avantages :

To start, It is important to know what is HubSpot Service Hub. It is an all-in-one software kind of type, that gives companies (mostly small and medium ones) the ability to run good and fast customer service. The ergonomy of the website is well-done giving us good and fluid navigation pleasure. The things that I like the most about this software are : - The Tickets function transmits all the queries of our customers concerning issues that they may face. Each ticket opened by a customer contains a number, the customer’s name, the date of its emission, the last time that the customer has been replied to, and the priority given to the case rated from low to high. This is to prioritize the cases; - The Feedback surveys function is a survey tool to enable our customers to rate us by giving their feedback. This helps us to improve our services. - The one-support inbox ability is a very efficient system when it to comes to gathering all the messages coming from different platforms; it can be from Facebook, Twitter, or emails. It is a message channeling system. - The automation system is a point that anyone should notice when using this product: From sending surveys to customers automatically once a ticket is closed, to guiding the same customers through the Chatflows function, with chat automation without us having to be online. This automation (like any other one for that matter) needs to be set in advance though.

Inconvénients :

- The ticket system still needs some improvements. It would be better to add a time tracking, from a ticket being opened till it closed. It would give the sum up of the time used to close a case. This would help us for internal metrics purposes. - Updates must be done to better optimize the search bar and fix some small bugs.

Sergio
Application Engineer (Espagne)
Fabrication électrique/électronique, 201–500 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis
Source : SoftwareAdvice

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

2,0 il y a 2 ans

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 précédemment : 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.

Joshua
Director of WIX (É.-U.)
Marketing et publicité, 11–50 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

A great way to manage support tickets!

5,0 il y a 3 ans

Commentaires : Overall, once we got past set up, it has really streamlined our support processes! Would recommend.

Avantages :

I love how easy it is to manage tickets. Tickets come in through our website and our support team is automatically notified, the tickets are assigned a team member and populated on a nice workflow so no request falls through the cracks. Roping in team members is easy for behind the scenes communication and the analytics are really cool how they track monthly tickets closed, tickets closed by team members, how long it takes to close tickets on avg, etc.

Inconvénients :

Set up can really tricky. We had to hire a 3rd party team that met with our team and walked us through set up. With the potential for all the hubspot offers, there is some complexity.

Alternatives envisagées précédemment : Zendesk Suite

Pourquoi choisir HubSpot Service Hub : We still use monday.com for task tracking but for service related tickets, hubspot is just much more powerful.

Logiciel antérieur : monday.com

Pourquoi passer à HubSpot Service Hub : Hubspot seemed more powerful and trusted.

Laci
Project Manager (É.-U.)
Internet, 11–50 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

A Great Platform that is Only Getting Better

5,0 il y a 5 ans

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.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Logiciels, 51–200 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Great all-round experience and easy to use

4,0 il y a 5 ans

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 précédemment : Freshdesk et Zendesk Suite

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

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Services et technologies de l'information, 51–200 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Overall system for managing your customers that keeps constantly improving

5,0 il y a 5 ans

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.)

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Matériel informatique, 201–500 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

The new support

5,0 il y a 5 ans

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

Alternatives envisagées précédemment : Help Desk Migration

Pourquoi choisir HubSpot Service Hub : User interface and experience

Pourquoi passer à HubSpot Service Hub : We had the marketing and we wanted a complete product

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Sports, 11–50 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Great software

4,0 il y a 4 ans

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

Alternatives envisagées précédemment : Zendesk Suite

Pourquoi passer à HubSpot Service Hub : Better price and integration with other tools

Jon
Jon
Head of Customer Success (Espagne)
Utilisateur LinkedIn vérifié
Logiciels, 11–50 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Is great to have it all together in one place

4,0 il y a 5 ans

Commentaires : It took us some time to get used to the new way of working but after that period, Service Hub has prove to be another Key Pilar of our daily operations. Together with the rest of Hubpost modules ( CRM, Marketing, Website...) is a great addition to a better way of working with our clients.

Avantages :

The fact that you can add your Support desk to the CRM and see everything in one place is priceless. Honestly, that is the 1 thing that made us go for it. Before we had to rely on jumping from one platform to another and on many API integrations. We may have lost some bells and whistles that we enjoyed before, but the overall impact is positive. We manage: Chat, tickets, feature requets, bugs and help emails from the same place. Before was a bit of a nightmare.

Inconvénients :

As I said, we lost some cool functionality that we had before in some of the features. We hade 1 chat provider and another provider for tickets. And of course, they have some more advanced features but in the end. We could get around without them or simply be creative and do some other things. For example, it may sound stupid, but the chat doesn't have Emojis. Emojis are key to the way you comunicate today. You can simply use Control+Comand+Space, and use the emoji window.

Sheldon
CEO/Founder (Canada)
Services financiers, 11–50 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Good, but prefer more value

4,0 il y a 2 ans

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 précédemment : 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.

Jacques
Fulfillment Tech Lead (Afrique du Sud)
E-learning, 11–50 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Hubspot is amazign!!

5,0 il y a 5 ans

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

Michael
Campaign Support Specialist (Canada)
Logiciels, 11–50 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

HubSpot Service Hub Review

4,0 il y a 5 ans

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.

Chris
Owner (É.-U.)
Services aux consommateurs, 2–10 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Great solution for handling customer service tickets

5,0 il y a 2 ans

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 précédemment : Freshdesk

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

Logiciel antérieur : Help Scout

Kreasan
Jnr HR Business Partner (Afrique du Sud)
Construction, 10 000+ employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Amazing features with realistic functionalities.

5,0 il y a 10 mois

Commentaires : Ideal solution to creating and converting more leads. Commendable results and looking forward to more achievements.

Avantages :

Giving customers the best treatment takes the best part of the journey. The dashboard is flexible to changes and easy to manage. HubSpot Service Hub has a free sign up plan which is key to ensuring an informed decision. Through live chat, we have realized a commendable rise in customers since the tool helps in converting leads to clients. Best there is.

Inconvénients :

No cons at all. Their services are great and it is free which is absolutely amazing.

Maxwell
Head of Education (É.-U.)
Services juridiques, 1 001–5 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

HubSpot's Knowledge Base Prioritizes Ease of Use

4,0 il y a 5 ans

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.

Ilir
Growth Hacker (Norvège)
Services et technologies de l'information, 11–50 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Hubspot Service: Work in progress but getting there

4,0 il y a 5 ans

Commentaires : Like many other SaaS services, they are always updating and adding new functionality. For companies that are using other modules from Hubspot should definitely consider using Hubspot Service, it will only get better. Businesses need to incorporate all elements of the flywheel in order to ensure the best possible user experience. Keep up the good work Hubspot.

Avantages :

- Integrating with the website is easy and done simple steps. You don't need any technical background to do that. - Setting up the knowledge base with articles and documentation is a simple process. Creating categories and subcategories is easy. - If you have used the CRM, Marketing modules in Hubspot, you are quite familiar with the tickets. Some of the features have gotten better and improved.

Inconvénients :

Hubspot has much to learn from the established players in the game such as Zendesk. They lack much on the automation and since Hubspot is a preferred solution in Europe, they should have multiple language support on the knowledgebase. They should also add a smarter layout to the conversations (inbox) to not to seem as cluttered as it is now. More features are needed on the allocation of agents and have more integrations with third-party.

Dan
Partner Account Manager (Canada)
Appareils médicaux, 51–200 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Hubspot Service Hub Review

3,0 il y a 5 ans

Avantages :

It's categorization and click/drag feature of kb articles, ease of publishing, case workflow visualization

Inconvénients :

No public access for our own customers to view their own cases (open or otherwise) in the support portal. Organizationally, this means they will be managing case volumes through their email, only IF they were copied on the case to begin with. File limitations; kb indicates there are no file restrictions other than on video, where we found there to be a 2 gb limit on ANY file.

Selena
Technical Support (É.-U.)
Fabrication électrique/électronique, 11–50 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Outstanding Product with High Quality

5,0 il y a 5 ans

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.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Télécommunications, 11–50 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Easy to Use, Great for Starting Out

5,0 il y a 5 ans

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.

Luke
Customer Success Manager (É.-U.)
Construction, 1 001–5 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

I couldn't live without it!

5,0 il y a 5 ans

Commentaires : The knowledge base has been a very valuable tool for our group. We've been able to drastically cut down on customer support requests as a result of the knowledge base. In the same vein, the feedback tool allows us to keep a pulse on our customer base. Lastly, the tickets portion is very user friendly and has allowed us to be more data driven when it comes to support strategy.

Avantages :

I love having everything in one place - tickets, surveys, and our product's knowledge base. All of the information is easy to review and report on. On top of that, it's easy to customize various parts of the Service Hub to fit your needs. The overall ease of use is what sets Service Hub apart for me.

Inconvénients :

There could be some improvements around reporting. However, there have been several made over the past year so I expect many of this shortcomings to soon be resolved.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Services et technologies de l'information, 51–200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Easy to use Live Chat System

4,0 l’année dernière

Avantages :

- easy to set up - easy to use - easy to implement - easy to edit / add users

Inconvénients :

the only con is that it would be great to enable a form before connecting the user to a sales rep

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Conseil en gestion, 11–50 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Expensive, clunky, and feature-poor

2,0 il y a 4 ans

Commentaires : We chose HubSpot Service Hub because we were already using HubSpot's other products. Using it was a mistake. It was difficult for us to use, lacked necessary features, did not integrate well with our other services, and was way too expensive for what we got.

Avantages :

HubSpot's Service Hub's strength is that it integrates directly with everything else HubSpot does. That makes it easy to keep track of tickets/issues in association with specific contacts/companies/deals.

Inconvénients :

The Service Hub is clunky and does its job less well, and for more money, than other standalone products that perform the same function.

Alternatives envisagées précédemment : Trello, Intercom et Zendesk Suite

Pourquoi passer à HubSpot Service Hub : Integration with HubSpot itself

Nicollette
Customer Success Specialist (É.-U.)
Services et technologies de l'information, 11–50 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Best Tool For A Growing Business

5,0 il y a 5 ans

Commentaires : I have had a great experience with HubSpot Service Hub! We are so much closer to our customers and with the Service Hub's help, we are able to stay on top of service tickets, struggling customers and even provide extra resources for customers to help themselves if they choose to.

Avantages :

Hubspot Service Hub is the best way to oversee all customer stages and interactions. Being part of a small company, every customer interaction is crucial to moving forward. It is easy to be there for our customers every step of the way with the help of the ticketing system. Another great addition to HubSpot is the Knowledge Base! This is an amazing tool to have, especially since we are a tech company trying to give our customers the opportunity to learn about our platform and troubleshoot through issues themselves.

Inconvénients :

The only downside to the service hub would be the intermittent outages. We rely so heavily on HubSpot Service Hub that when something does occur, it affects us greatly. Since we are a tech company, we understand that those instances do happen.