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 for Customer Success

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

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

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.

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.

A great way to manage support tickets!

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.