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User review of HubSpot CRM

We’ve used the HubSpot Inbound Marketing platform for the past 4 years

- by Jim Beran

USER SATISFACTION

RECOMMENDATION
1 out of 7
Never
COST EFFICENCY
1out of 7
Awful
OVERALL IMPRESSION
4out of 5
very good
EASE OF USE
4out of 5
very good
CUSTOMER SUPPORT
1out of 5
very poor

PROS & CONS

What are the best aspects of this product?

As a Director of Sales and Marketing I’m reluctant to write bad reviews, as I know how hard our employees work to “Delight” our customers. However, I am at a cross roads with how much time, effort financial resources we have devoted to HubSpot CRM. That bringing this matter to the public realm is our last resort in hoping to get a resolution to the issues we have experience with HubSpot’s CRM Customer Service & Developers.

Brief background; we’ve used the HubSpot Inbound Marketing platform for the past 4 years via our reseller team which has been great, we are very pleased. 90 days ago, we made the commitment to switch CRM’s and migrate over 7000 contacts to the HubSpot CRM. It’s an understatement when I say HubSpot’s CRM customer service and developers are horrific!

What aspects are problematic or could work better?

Our experience is they either point you to a learning academy link or if they can’t fix by reading the script they escalate to a specialist, who then will eventually send you to a link or tell you that it simply can’t be done. Our favorite is when they tell you that what you are asking for is a “good idea” and to please go to the HubSpot community and submit your idea to see if it gets enough likes for a developer to take a look at. Our biggest problem and the number one reason for this bad review of HubSpot CRM is the email integration. This is a major selling point of the system that we were excited about, but has become our number one source of irritation.

First, HubSpot only offers 3 ways of email integration: Gmail, Office 365, and imap. We were glad to see the imap integration, since our company has an exchange server, but this is where it goes down hill fast. We like many companies in the modern cyber world have different credentials for imap and smtp, so the integration will not work. We tried to resolve this with our IT service provider and their developers, as our IT Team felt they had a simple solution that could actually help HubSpot with other customers, but were told that’s not how it works. So, our options are to go with Gmail Alias (Not Happening), Lower our security (Not Happening) or finally take our company to Office 365(Maybe, because we really need the email integration to work). We would prefer a solution be provided by HubSpot. But HubSpot basically comes across as authoritarian, simply this is it take it or leave. For a company the boast they have upwards of 40K clients, we certainly can’t be the only HubSpot client that has this issue.
Caveat emptor, do your homework regarding HubSpot’s CRM customer service/developers and their lack of concern, flexibility and arrogance. Our email issue is over 60 days old with the following service tickets opened and closed with no resolve; 757847, 789815, 795384, 851058.

What features/services would you like to see in future versions of this product?

First, HubSpot only offers 3 ways of email integration: Gmail, Office 365, and imap. We were glad to see the imap integration, since our company has an exchange server, but this is where it goes down hill fast. We like many companies in the modern cyber world have different credentials for imap and smtp, so the integration will not work. We tried to resolve this with our IT service provider and their developers, as our IT Team felt they had a simple solution that could actually help HubSpot with other customers, but were told that’s not how it works. So, our options are to go with Gmail Alias (Not Happening), Lower our security (Not Happening) or finally take our company to Office 365(Maybe, because we really need the email integration to work). We would prefer a solution be provided by HubSpot. But HubSpot basically comes across as authoritarian, simply this is it take it or leave. For a company the boast they have upwards of 40K clients, we certainly can’t be the only HubSpot client that has this issue.

What specific problems in your company were solved by this product?

None yet. Caveat emptor, do your homework regarding HubSpot’s CRM customer service/developers and their lack of concern, flexibility and arrogance. Our email issue is over 60 days old with the following service tickets opened and closed with no resolve; 757847, 789815, 795384, 851058.

My hope is by bringing this to the public realm that someone at HubSpot cares enough about their clients to look up these service ticket numbers and help us get this issue resolved. As we do really like the marketing platform.

Are you a current user of this product?

Yes

No information provided by the reviewer.

FEATURE DETAILS

No information provided by the reviewer.

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