HubSpot Service Hub

What differentiates HubSpot Service Hub from other similar products?

I believe it is more user friendly

What is your favorite aspect of this product?

The way that it tracks emails.

What do you dislike most about this product?

That you cannot specify a sequence to "If the contact does this... do this..."

What recommendations would you give to someone considering this product?

To change the sequence set up so it can do "If the contact does this... do this..." etc.

What differentiates HubSpot Service Hub from other similar products?

You can tie your sales platform and service hub into one product so that all correspondence between customers and internal members is under one umbrella in one central location for reference.

What is your favorite aspect of this product?

Definitely the conversations inbox. It was easy to use and differentiate between tasks. We originally wanted to utilize the tickets feature but ended up using this way more as it was very helpful to our team.

What do you dislike most about this product?

The fact that the tickets did not operate in the same way as the conversation inbox feature - ie when an email thread was responded to, it would not re-open the ticket the same as tickets would re-appear in the conversation inbox. This was our teams biggest issue with this hub. I also disliked the way the pipeline did not populate real time, when you changed the status of a ticket you would have to refresh the page rather than being able to see it move alongside the change made.

What recommendations would you give to someone considering this product?

Definitely utilize the service hub chat feature (or support)

What differentiates HubSpot Service Hub from other similar products?

Having used other CRMs in the past HubSpot has helped us get more using less software. We are in our first year of use and can see there is still a lot of untapped potential but having all information in one place has been extremely successful and advantageous to our company. Workflows assist with automating formerly manual processes (and removed our need for workflow management software or the use of API to do the same). Reports to see performances and a highly customizable interface to segment data and get the most out of it. All quite easy to set up and manage.

What is your favorite aspect of this product?

HubSpot offers "views" or customizable dashboards with segmented data. The ability to add your own metrics and data allow for you to very easily create different customer journeys and see the outcomes while also managing your conversations with clients within these views. Saved time!

What do you dislike most about this product?

After importing data from another CRM and while getting started depending on the nature of your business de-duplication can be a manual process keeping your data clean. Permissions can become confusing but this is potential we are still working with improving and having a full understanding of.

What recommendations would you give to someone considering this product?

Make use of the deep knowledge base and community! If you're having any struggles others likely did too, and HS does a great job of bringing that all forward for you and your organization.