Avis clients sur HubSpot Service Hub

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

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.

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 précédemment : 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.

The best CRM product we used.

Commentaires : I like how the product organization allows the attachment of offers. This keeps the record clean. I appreciate the possibility that everyone can see the ticketing area as well, instead of keeping it isolated to one person. The ticketing system is excellent, allowing me to prioritize and manage customer requests efficiently. The chatbot functionality is also useful – I can customize it to suit my business needs. Integration with other Hubspot tools like email makes it a pretty complete solution. Overall easy to use, has the features we needed, and most importantly is easy to customize to enable solid reporting.

Avantages :

I love using ServiceHub to support my clients because it allows us to see the service at all levels: grainy and in the weeds as we work on each ticket for the client, then also at high altitude. 30,000 feet as we collect reports of the overall support experience. Of our customers. Additional features like feedback surveys are essential for measuring business success. I use Hubspot to manage requests and communicate via chatbots and I am very impressed with the platform. The interface is intuitive and user-friendly, making it easy to navigate and get things done quickly.

Inconvénients :

Frustrated when there is only one ticket holder or it is difficult to assign collaborators. Sometimes some people have to work on several projects and it is difficult to know who is doing what.

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 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.

Hubspot helps us manage and resolve tickets

Commentaires : It's fantastic that you can add tickets and information from other parts of the site. It's got straightforward menus and a plethora of straightforward reports. The ability to create distinct permission tiers is another feature I appreciate.

Avantages :

I find it helpful that we have dashboards to track the outcomes of our efforts, both individually and collectively. Integration inside an organization is facilitated by the system's compatibility with other programs.

Inconvénients :

It can be time-consuming for Hubspot data to be imported into other programs. There are several nice to use dashboards, but they can be slow to load.

Great software for tracking sales and tickets

Commentaires : HubSpot makes it simple to monitor key performance indicators, create actionable processes and surveys, and aggregate the results in a well-organized dashboard. This allows you to see where you excel and where you need more work.

Avantages :

Using HubSpot's Service Hub is simple and straightforward. Numerous FAQ-answering video guides are available. These undoubtedly cut down on the amount of time spent communicating with support staff. However, the help desk is top-notch and always available. They're better than I could have hoped for.

Inconvénients :

As the size of your team grows, you'll need to buy more seats to keep everyone on the same platform. It would be fantastic if purchasing the platform didn't restrict you to a specific amount of seats.

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

Alternatives envisagées précédemment : SugarCRM

Pourquoi choisir HubSpot Service Hub : Hubspot allowed us to keep all users in the crm and do a lot more all in one place

Logiciel antérieur : Freshdesk

Pourquoi passer à HubSpot Service Hub : ease of use

Hubspot is easy to use

Avantages :

Easy to use, I like that you can alert yourself for reminders and that you can assign chats/emails .

Inconvénients :

I dislike that the app is not as user friendly as the site.I would use the app if it was set up better and more similar to the site.

A great customer service toolkit

Avantages :

Easy to use, great synergies with the rest of the HubSpot ecosystem, customer friendly

Inconvénients :

Anything that I thought could be improved has been improved and keeps getting better

Active Hubspot user for client knowledge base

Avantages :

I like that it is customizable for your needs. For me, i like to organize my clients based on industry and hubspot makes that easy.

Inconvénients :

The only con I can think of for Hubspot would be that the tasks can be hard to find if you don’t know where to look since they aren’t searchable.

HubSpot trial experience

Commentaires : Pleasant for in its free and slightly expensive version from its most basic plan.

Avantages :

It is a comprehensive software, ranging from customer service to CRM. It also automates tasks, making the work group's time more productive.

Inconvénients :

The cost is limiting for small companies and the time it takes for a company to adapt to its use is not fast, unless it has personnel with experience in its use.

Looking forward to more features!

Avantages :

The Service Hub is easy to set up. We've helped a lot of customers self service with the Knowlege Base and have prepped our customer service team to accept tickets for support for this upcoming season so we're really looking forward to using the data collected as part of that process. The Service Hub is still a relatively new feature so we're looking forward to added functionality that we've requested. Hubspot makes it easy to submit feedback and are pretty great about responding to requests for support.

Inconvénients :

Chat feature needs quite a bit more work to function the way we want. Keywords are needed for the Knowledge Base for those of us with multiple products and industry language.

All your client data and conversations in one place!

Avantages :

I love being able to have everything in one place - Deals, Contacts + Companies, Support Ticketing - it's made it easier for us to create external reports and to funnel info into Hubspot. The Slack integration is the best and helps make sure balls aren't getting dropped with workflows that trigger support notifications and tasks.

Inconvénients :

The tickets are a little difficult to navigate in terms of following the thread of an email conversation. This mostly impacts new support on-call staff who are trying to catch up on open tickets. It's not the easiest to get an idea of the issue and troubleshooting to date at a glance. Additionally, it would be nice if email conversations within Tickets were tied to Tickets a little more closely. When I reassign a ticket, I sometimes still get notified about the conversation even if I'm no longer the ticket owner. I have to go in and ALSO reassign the conversation to the new support person.

Hubspot Service Review

Commentaires : The service team is fast to respond and there are multiple way to contact them - live chat, phone, email, call back etc.

Avantages :

The live chat is helpful when you have a quick question, and they are very quick to respond! There is also a large knowledge base of articles to access in order to answer common questions. You can also track previous support tickets so you don't lose your conversation.

Inconvénients :

Sometimes the live chat agents have a hard time understand my issue - usually this is only when there is a technical bug going on.

Works great!

Commentaires : Great, it works a lot fast that many other CRM systems I have used in the past, and I rarely see issues that cause a delay in my daily work or task completion.

Avantages :

Integration took some time when our team transferred over, but it was fairly easy to learn and get back in the daily groove of business. Easy to manage daily tasks and communications.

Inconvénients :

There are some features that could be better and the training, while there's a lot of content, isn't very intuitive.

Easy to use knowledge base tool

Avantages :

Simple to build and organize, standardized formatting for articles, built in relevant-article curator, great that its connected to everything else we do in HubSpot

Inconvénients :

Would like more options for customizing the design of the knowledge base home page. Would also like to be able to use a table of contents features with anchors so that articles can be longer but easily navigated via these links and anchors.

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.

Great upgrade but key elements still missing

Commentaires : The Hubspot KB looks nice, works well, and meets the needs of very basic users. But in order to really

Avantages :

I'm using the BETA version of the Hubspot Knowledge Base solution. • The ability to change the visual appearance and a graphical element to the customer experience is very nice. Providing that you have some basic visual design skills, you can make the KB look pretty good. • It is very easy to use. • In spite of being in BETA, I haven't really come across any bugs or other issues.

Inconvénients :

The Hubspot Knowledge Base is still missing some critical elements: • The biggest feature missing (IMHO) is the ability to have articles appear in multiple locations. Currently, articles "live" in the category and section they are created. I would like to see a central article bank where you simply link out to the categories and sections you want to display the article in. This would allow centralized editing and improved organization for large KBs. • The lack of interactivity in the KB. This isn't necessarily a knock on the Hubspot KB but rather ALL KBs. I would like all KBs to behave more like content modern HTML5 content authoring platforms (think Articulate Rise or Easygenerator). Providing a customer experience like that would put this KB in a league of its own. • The ability to restrict areas of the KB to users based on various criteria (IP address, login access only, etc.) • There are only a 3-level hierarchy to the KB (categories, sections, and knowledge articles) which isn't quite enough. Five layers would have been nice. • Only the top layer of the hierarchy has a graphical interface. I would like to offer my end users tile menus several levels down the hierarchy. For example, if I have "Getting Started" and "Top Features" as my top level tiles, I would like the user to be able to a second tile menu the next level down in order to help them find what they are looking for more quickly. The ability to provide a VISUAL KB navigation experience is key in my opinion.

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.

I couldn't live without it!

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.

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

Feature rich service tool for product company

Commentaires : The overall experience is very nice and effective for the team.

Avantages :

Knowledge management is the feature I like most, and how easy to connect it with chat and use it for customer benefit.

Inconvénients :

Nothing. It has all the features required to fulfil the requirement of the service team and product team.