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HubSpot Service Hub Review

HubSpot Service Hub
Our score: 9.0 User satisfaction: 98%
Logo of HubSpot Service Hub

What is HubSpot Service Hub?

Service Hub is the latest product of HubSpot which, together with HubSpot CRM, Marketing and Sales, gives you a complete suite of tools to help you engage, guide and grow your customers. The new product line comes with a comprehensive suite of features that lets you and your customer service teams provide the best customer experience.

The introduction of Service Hub provides you a full front office solution. You now get one view of your customers across sales, marketing and service. The unified platform means that your marketing team, sales team and service team can now have a single consolidated customer record from which they can extend optimum support.

HubSpot’s Service Hub came about as part of a massive push to build solutions that help you deliver great customer experience to your customers. Based on its studies, experience, and research, HubSpot identified profound changes in customer behavior. Customers now are more demanding, less patient, and have higher expectations, making it a real big challenge for businesses to retain customers.

However, the secret to engaging customers is simple – keep them happy. Essentially, this is what Service Hub is for – to transform average customers into active promoters of your business. Through the solution’s features and capabilities, your service team will be able to respond faster to customer issues, deliver personalized support, encourage customers to help themselves, and get crucial feedback to better understand your customers.

Service Hub will enable your team to put their acts together and systematize the approach to addressing customer concerns. All these of course are within the Inbound Service Framework encapsulated in three words – engage, guide and grow. These are the fundamentals for extending great customer experience which simply starts with a conversation, something you may already have been doing but with little effect or discernible impact. Service Hub will help you leverage the simple act of conversation to delight modern customers and make them advocates of your brand.

Overview of HubSpot Service Hub Benefits

Engage your customers

It is a given that people look for conversational experiences – in their daily lives and in their work. The situation is the same for consumers. Service Hub harnesses what consumers search for, letting you match the way consumers communicate with conversations including channels such as chat, email, and social. This approach expedites and deepens more conversations which allow you to understand and learn more about your customers.

Conversations feature is the core component of Service Hub, letting you engage more customers with added context. It comprises a universal inbox that helps teams collaborate on customer support at scale. Aside from email and live chat, you can add other channels and touch points to the universal inbox so that your whole team can collaborate on one spot for messages, whatever channel or source they came from. When you respond to a message from the conversations tool, your reply will go out via the channel or source it came in.

Conversations literally becomes the new home base for your team’s communications, allowing a single view of the customer for all your teams. The tool takes it roots from HubSpot CRM, so it’s rich with context about who you’re talking to and what you know about them from the marketing, sales, and service perspective. The system greatly aids in multi-channel communication which is otherwise difficult to monitor and manage especially if messages arrive simultaneously.

Guide your customers

From having great conversation with customers through various channels, you get to learn more of your customers – what they need or don’t need, what their preferences are, their likes and dislikes, etc. The wealth of information you gather can now be used to shape how you proactively assist your customers, where to direct your resources, and when and where to deploy best practices.

Service Hub’s tickets system will be your handy tool to meet customers’ expectations particularly when customer demands go on the upswing and your business grows. With tickets, you’ll be able to track, order, collaborate, and deliver on customers’ needs and address issues. The ticket object can be associated with a contact, allowing your teams to see if a customer has an open issue. Tickets come together to form a ticket board where your team can see what problems need to be quickly resolved.

Another way to guide your customers is through the knowledge base feature. In fact, this helps your customers help themselves by giving them the means to seek solutions. Service Hub helps you look for trends in tickets and turn them into simple, well-structured articles on your site that automatically index on Google. This lessens the load on your support team from repeatedly answering the same question and issues.

With the knowledge base, customers can simply search for solutions from a exhaustive set of articles, documentation, how to guides, tutorials, FAQs, and other resources neatly organized and searchable. Through a reporting dashboard, you’ll know how good your resource contents are at solving customers’ issues and deflecting tickets, and can work to improve said contents if they don’t deliver. 

Grow your customers

Once you’ve engaged and guided your customers, you can then ask them to tell your story. Service Hub comes with a customer feedback feature where you can identify your top promoters and get them involved in your customer marketing activities. It can be a case study program, a workflow that triggers when someone has a high Net Promoter Score (NPS) who you can request to fill out a review, and many more.

The feedback tool lets you create surveys and collect audience insights to help you better understand your customers. You can routinely capture qualitative and quantitative feedback from your customers. This can be as simple as a yes-or-no question related to a support experience or a 20-question annual NPS survey. You can also map out a plan to regularly survey customers, enabling you to discern common issues and focus on promptly addressing these.

All these data and information flowing in can be put to good use. Aside from knowing who your biggest promoters are, you can use the information to build marketing campaigns that help these customers tell the world about your product. You can ask customers to write reviews, share social content, write a blog post about your company, or be highlighted as a case study. The influential customer voice becomes your lynchpin for inexpensive exposure and promotion.

Get comprehensive analyses and reports

Everything that you gather from tickets, knowledge base, and customer feedback is a treasure trove of data waiting to be analyzed. On that respect, the new service reporting dashboard comes at the forefront to tell you all that you need to know.

  • Tickets. As your support teams work through tickets from the ticket board, you’ll see data organized in the service reporting dashboard and you’ll have access to reports such as current tickets by status, tickets by source, average response time, and ticket volume over time. It will show you a real time window into what your team is working on, trends in their work and performance, and the channels that are operating optimally.
  • Knowledge base. As you create and put in more knowledge articles and as more people find them, you’ll start compiling data on them in the dashboard and see reports such as views over time, most viewed articles, and more. You can use this data to enhance your library of knowledge articles, develop more of particularly helpful articles, or update ones that aren’t getting any views.
  • Customer feedback. With survey data streaming in to your HubSpot system, you’ll receive important reports including NPS over time, feedback over time, and feedback breakdown by sentiment. You get to view the health of your customer base. You can check reports regularly so that you and your team get to track and learn how customers feel about your business.

Overview of HubSpot Service Hub Features

  • Ticketing
  • Customer feedback
  • Knowledge base
  • Live chat
  • Conversational bots
  • Conversations dashboard
  • Team email
  • Automation & routing
  • Reporting
  • Contact management
  • Contact & company insights
  • Company records
  • Email scheduling
  • Email tracking & notifications
  • Email templates
  • Email sequences
  • Documents
  • Calling
  • Meeting scheduling
  • Canned snippets
  • Integration
  • Phone & email support

What Problems Will HubSpot Service Hub Solve?

Problem: Communicating and engaging customers is always a challenge.

Solution: Service Hub’s Conversations tool lets you manage one-to-one customer communications at scale through a universal, collaborative, inbox that aggregates customer emails, chats, and more and is accessible to your entire team.

Problem: Customer service is a time-consuming and complicated process.

Solution: Service Hub’s automation and routing capabilities streamlines your customer service processes with ticket routing, escalation, and task creation. You can utilize feedback responses to kick off automated customer marketing emails or internal notifications to your team.

Problem: You don’t know how to qualify and quantify your customer service performance.

Solution: Service Hub provides analysis and reporting that allows you to measure the impact of your customer service efforts with built-in reporting tools that track knowledge base usage data, ticket volume and response time, customer feedback, and more.

Awards & Quality Certificates

An award given to products our B2B experts find especially valuable for companies
This certificate is granted to products that offer especially good user experience. We evaluate how easy it is to start using the product and how well-designed its interface and features are to facilitate the work process.
This award is given only to top B2B products and represents the highest possible level of service. It highlights the vendor’s extensive knowledge of the industry they’re selling to and the needs of their customers.

HubSpot Service Hub Position In Our Categories

Keeping in mind companies have unique business-related wants, it is only wise that they abstain from preferring an all-encompassing, ideal software product. Just the same, it is nearly futile to find such a software product even among sought-after software products. The practicable thing to undertake would be to note down the varied critical factors that merit inspection including crucial features, packages, skill aptitude of staff, company size, etc. After which, you should conduct your product research exhaustively. Go over these HubSpot Service Hub analyses and scrutinize the other software options in your list more closely. Such well-rounded research makes sure you take out unfit applications and pay for the one that meets all the benefits your business requires to achieve growth.

Position of HubSpot Service Hub in our main categories:

TOP 20

HubSpot Service Hub is one of the top 20 Customer Support Software products

TOP 20

HubSpot Service Hub is one of the 20 Help Desk Software products

HubSpot Service Hub is also listed in the following subcategories:

Each company has its own characteristics, and might need a specific Customer Support Software solution that will be adjusted to their business size, type of clients and staff and even individual niche they deal with. You should not count on locating a perfect app that is going to be suitable for every company no matter what their history is. It may be a good idea to read a few HubSpot Service Hub Customer Support Software reviews first and even then you should remember what the solution is supposed to do for your company and your employees. Do you need an easy and straightforward solution with just essential features? Will you actually make use of the complex tools needed by pros and large enterprises? Are there any particular tools that are especially beneficial for the industry you work in? If you ask yourself these questions it is going to be much easier to locate a trustworthy service that will fit your budget.

How Much Does HubSpot Service Hub Cost?

HubSpot Service Hub Pricing Plans:

Free Trial

Starter

$50/month

Professional

Starting at $400/month

Enterprise

Starting at $1,200/month

Free Customer Service Tools:

  • Ticketing
  • Customer support form fields
  • Live chat
  • Conversational bots
  • Team email
  • Conversations inbox
  • Email templates
  • Email & chat to ticket
  • Canned snippets
  • Reporting dashboards
  • Calling
  • Meeting scheduling
Starter – $50/month (includes 1 user)
  • All Free features, plus:
  • HubSpot branding removed
  • Conversation routing
  • Email sequences
Professional – Starting at $400/month (includes 5 users)
  • All Starter features, plus:
  • Phone support
  • Customer feedback
  • Knowledge base
  • Customer service Automation
  • Multiple ticket pipelines
  • Teams
  • 1:1 video creating and hosting
  • Salesforce integration
  • Multiple currencies
  • Custom reporting
Enterprise – Starting at $1,200/month (billed annually)
  • All Professional features, plus:
  • Playbooks
  • Calculated properties
  • Single sign-on
  • Goals

User Satisfaction

Positive Social Media Mentions 78
Negative Social Media Mentions 1

We realize that when you make a decision to buy Customer Support Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and HubSpot Service Hub reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with HubSpot Service Hub. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

Video

Technical details

Devices Supported

  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac
  • Web-based

Deployment

  • Cloud Hosted
  • Open API

Language Support

  • English
  • Chinese
  • Spanish
  • French
  • Dutch
  • Portugese

Pricing Model

  • Monthly payment

Customer Types

  • Small Business
  • Large Enterprises
  • Medium Business

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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HubSpot Service Hub Comparisons

HubSpot Service Hub user reviews

Still exploring its functionalities…So far, so good.

Read full review >
Sadye
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 12.11.2019 Company Size: More than 100 Employees Industry: Marketing and Advertising

A great CRM tool!

Read full review >
Maritza
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 12.11.2019 Company Size: 11-50 Employees Industry: N/A

A catalyst for streamlined communication within our company.

Read full review >
Camila
4/5

Overall impression

3/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 06.11.2019 Company Size: 11-50 Employees Industry: N/A

A huge time and effort saver.

Read full review >
Audra
5/5

Overall impression

4/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 25.10.2019 Company Size: More than 100 Employees Industry: N/A

Shoutout to their team of experts!

Read full review >
Cullen
4/5

Overall impression

3/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 04.10.2019 Company Size: Industry: Legal Services

What are HubSpot Service Hub pricing details?

HubSpot Service Hub Pricing Plans:

Free Trial

Starter

$50/month

Professional

Starting at $400/month

Enterprise

Starting at $1,200/month

Free Customer Service Tools:

  • Ticketing
  • Customer support form fields
  • Live chat
  • Conversational bots
  • Team email
  • Conversations inbox
  • Email templates
  • Email & chat to ticket
  • Canned snippets
  • Reporting dashboards
  • Calling
  • Meeting scheduling
Starter – $50/month (includes 1 user)
  • All Free features, plus:
  • HubSpot branding removed
  • Conversation routing
  • Email sequences
Professional – Starting at $400/month (includes 5 users)
  • All Starter features, plus:
  • Phone support
  • Customer feedback
  • Knowledge base
  • Customer service Automation
  • Multiple ticket pipelines
  • Teams
  • 1:1 video creating and hosting
  • Salesforce integration
  • Multiple currencies
  • Custom reporting
Enterprise – Starting at $1,200/month (billed annually)
  • All Professional features, plus:
  • Playbooks
  • Calculated properties
  • Single sign-on
  • Goals

What integrations are available for HubSpot Service Hub?

  • HubSpot CRM, Sales, Marketing
  • Salesforce
  • Gmail
  • G Suite
  • Outlook for Windows

HubSpot Service Hub average rating:

Average score
4/5 (11 user reviews)
4/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Write your own review of this product

ADD A REVIEW

The most favorable review

Judah

PROS: I love how Hubspot centralizes our data. The layout is intuitive, and I can easily have access to any information that I need. The section where I can oversee all pending requests and tickets is a nice touch. To top this all off, nothing beats their customer service. Everyone I've talked to has been very attentive and helpful.

CONS: The learning curve is quite steep. Although, of course, I acknowledge that this might have more to do with the user than the system itself.

Reviewed 6 months ago

Read full review >

The least favorable review

PROS: Hubspot's user interface is excellent, although the overly-simplistic UI also has its drawback - finding features and getting information can be tough.

CONS: The Service module doesn't really do a lot. It's more about email workflow and extends other parts of Hubspot's offering. It's not a viable product for someone who really needs to implement a proper ticketing or support system.

Reviewed 1 year ago

Read full review >

More reviews from 11 actual users:

Sort by:

Latest
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  • Most useful
  • Most positive
  • Most negative

Still exploring its functionalities…So far, so good.

Read full review >
Sadye
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 12.11.2019 Company Size: More than 100 Employees Industry: Marketing and Advertising

PROS: HubSpot and its team have been really attentive to my needs as a marketer. Not only have they helped us obtain feedback from clients through surveys, but they've also helped us build relevant and helpful articles for our brand.

CONS: The only issue I have with HubSpot Service Hub is that they only offer one knowledge base. This is a shame because my company casts a wide net when it comes to our audience. As much as we want a targeted approach to talking to different leads, HubSpot has limited us to one generic approach to crafting our articles. I suggest that they don't put a cap to the knowledge base and allow us to personalize our knowledge base.

What do you think about this review? Great Poor

A great CRM tool!

Read full review >
Maritza
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 12.11.2019 Company Size: 11-50 Employees Industry: N/A

PROS: I love how intuitive HubSpot is. Its interface is really easy to follow. Plus, it keeps track of all my previous interactions with customers too. This way, I know just where to pick off from our last conversation.

CONS: Email and chat are a lot easier to manage. This is in comparison to calls that are difficult to track and log.

What do you think about this review? Great Poor

A catalyst for streamlined communication within our company.

Read full review >
Camila
4/5

Overall impression

3/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 06.11.2019 Company Size: 11-50 Employees Industry: N/A

PROS: Hubspot makes it easy for me to update tickets across the field. I can tag a note or edit data, and this automatically cascades to all areas with similar filters as the original one. This parallel editing structure has saved me a lot of time and effort.

CONS: HubSpot has certain limits as to the amount and type of data that we can upload to its system. I do understand the reasoning behind this, but it would be a lot easier on our part if they were to give us more leeway.

What do you think about this review? Great Poor

A huge time and effort saver.

Read full review >
Audra
5/5

Overall impression

4/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 25.10.2019 Company Size: More than 100 Employees Industry: N/A

PROS: I'm in Customer Support, and HubSpot has made our lives exponentially easier. Everyone can easily check the notes on each contact (as well as the past correspondence we've had with them) to make sure that we're all on the same page. Ticket handoff, a previously dreaded task, has now become a breeze.

CONS: Duplicate accounts are getting out of hand. I wish that HubSpot had a way of regulating duplicate contacts, or at the very least flag a new user when their information is already in our system.

What do you think about this review? Great Poor

Shoutout to their team of experts!

Read full review >
Cullen
4/5

Overall impression

3/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 04.10.2019 Company Size: Industry: Legal Services

PROS: I love my relationship with HubSpot and its team of experts—it's collaborative and supportive. They've been instrumental in helping me build my own website and brand online. I enjoy working with them. I would tell them what I have in mind, and they would do one better by brainstorming with me on how to further that idea.

CONS: Understandably, HubSpot lines are always so busy. It often takes a while for me to get a hold of any of their helpful support team members.

What do you think about this review? Great Poor

I love working with HubSpot!

Read full review >
Kathleen
4/5

Overall impression

3/5

Customer Support

3/5

Value for Money

3/5

Ease of Use

Published on: 03.10.2019 Company Size: More than 100 Employees Industry: N/A

PROS: Hubspot Service Hub works like a well-oiled machine. It has an unfailing notification feature to make sure that no task is overlooked. It's really simple to use. It presents all the information that you need⁠—especially about your clients⁠—with just a click of a button.

CONS: I don't have any complaints. This has been such a great tool to work with.

What do you think about this review? Great Poor

The chatbot feature is awesome!

Read full review >
Larissa
4/5

Overall impression

4/5

Customer Support

3/5

Value for Money

3/5

Ease of Use

Published on: 02.10.2019 Company Size: More than 100 Employees Industry: N/A

PROS: Using HubSpot feels like having an extra set of hands in the team⁠—much like a diligent and knowledgeable employee. It takes care of replying to basic questions from our clients, and it has done a great job on this so far. Plus, Hubspot seems to have a knack for introducing new features that are a great match for my company's vision. I can't wait to see what else it has in store for its users!

CONS: Configuring our chatbot was quite a hurdle. It would be great if this process was simplified. Another suggestion: please allow us to add more customization options to surveys. I'd like to do an A/B testing on whether they respond better to different variables.

What do you think about this review? Great Poor

The trifecta is complete.

Read full review >
Deshawn
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 02.10.2019 Company Size: 11-50 Employees Industry: N/A

PROS: For a small company like ours, it becomes easy for our roles to blur. But it's a good thing that we have HubSpot, and its trifecta of programs, to help us draw the line between the different silos. We now have HubSpot Marketing to take care of all of our promotional campaigns. There are HubSpot Sales for tracking our income and expenditure. And finally, we have HubSpot Service for consolidating our Knowledge Base and launching a chatbot feature to help us communicate with our customers. With all of our operations under the HubSpot umbrella, and with everything integrating smoothly in a satisfying way, we're now more efficient than ever. This is especially thanks to the latest addition—the HubSpot Service Hub. It makes tracking tickets and making sure that they are accurately and promptly answered. Testing out different variables (to determine which our audience will respond to) is easy with HubSpot too. The survey feature is also top-notch. I can positively say that I've been having fun testing out our campaigns through this program. And of course, true to HubSpot fashion, their customer service is impeccable as always. They're all very helpful and eager to help. Kudos to the team!

CONS: It would be nice to get more information on our first-time visitors. Right now, everyone is tagged as "Unknown Visitor" unless they have previously logged in with us before.

What do you think about this review? Great Poor

A program that I trust and enjoy working with.

Read full review >
Judah
5/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 27.09.2019 Company Size: 1-10 Employees Industry: N/A

PROS: I love how Hubspot centralizes our data. The layout is intuitive, and I can easily have access to any information that I need. The section where I can oversee all pending requests and tickets is a nice touch. To top this all off, nothing beats their customer service. Everyone I've talked to has been very attentive and helpful.

CONS: The learning curve is quite steep. Although, of course, I acknowledge that this might have more to do with the user than the system itself.

What do you think about this review? Great Poor

Needs more automation.

Read full review >
Javon
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 21.08.2019 Company Size: More than 100 Employees Industry: N/A

PROS: HubSpot helps us monitor our clients at different stages of their buyers' journey. If we want to, we can even retrieve details such as whether they opened their emails, how many times they opened it, what promos might make sense for them, and what are the next steps we can take to engage them further.

CONS: Handling old leads has become such a burden for us. After all, we no longer want to engage with year-old customers who are obviously not interested in our products. The issue here is that we have to manually scrub these leads off the lists. I wish HubSpot had a way of cleaning up our leads list by deleting older lead information.

What do you think about this review? Great Poor

Mediocre sums it up

Read full review >
Adam  Sanders
2/5

Overall impression

2/5

Customer Support

1/5

Value for Money

4/5

Ease of Use

Published on: 10.10.2018 Company Size: 11-50 Employees Industry: N/A

PROS: Hubspot's user interface is excellent, although the overly-simplistic UI also has its drawback - finding features and getting information can be tough.

CONS: The Service module doesn't really do a lot. It's more about email workflow and extends other parts of Hubspot's offering. It's not a viable product for someone who really needs to implement a proper ticketing or support system.

What do you think about this review? Great Poor
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