HubSpot

HubSpot Service Hub

Composite Score

8.7 /10

CX Score

8.9 /10

266 Reviews Write a Review

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In Partnership With SelectHub

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What is HubSpot Service Hub?

To increase customer retention, you need to focus on delivering customer value. Service Hub turns your customer experience from a cost center to a revenue driver. Service Hub brings all your customer service data and channels together in one place, and helps scale your support through automation and self-service. More time for proactive service that delights, retains, and grows your customer base.

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Awards & Recognition

HubSpot Service Hub won the following awards in the Customer Service - Enterprise category

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2024 Data Quadrant Gold Medalist

Latest Award, 2024

8 Top Rated Capabilities

10 Top Rated Features

Latest Award, 2024

2023 Emotional Footprint Champion

2023

Strategy and Innovation
Service Experience
Product Impact
Conflict Resolution

2023

2023 Data Quadrant Gold Medalist

2023

7 Top Rated Capabilities

11 Top Rated Features

2023

2022 Emotional Footprint Champion

2022

Service Experience
Conflict Resolution

2022

2022 Data Quadrant Gold Medalist

2022

5 Top Rated Capabilities

10 Top Rated Features

2022

HubSpot Service Hub Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on HubSpot Service Hub.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

88 Likeliness to Recommend

96 Plan to Renew

2
Since last award

81 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+88 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love HubSpot Service Hub?

1% Negative

8% Neutral

91% Positive

Pros

Respectful
Fair
Performance Enhancing
Enables Productivity

Feature Ratings

Average 83

Customer Service Knowledge Management

Agent Scripting

Customer Self Service Capabilities

Customer Community Management

Contact Center Integration

Analytics and Reporting

Agent Collaboration

Multi Channel Support

Customer Service Workflow Management

Intelligent Search

Mobile Customer Care

Vendor Capability Ratings

Average 81

Vendor Support

Ease of Implementation

Usability and Intuitiveness

Business Value Created

Ease of IT Administration

Quality of Features

Availability and Quality of Training

Ease of Data Integration

Product Strategy and Rate of Improvement

Breadth of Features

Ease of Customization

Also Featured in...

Customer Success

Score 8.4

View HubSpot Service Hub in this category (opens in a new tab)

Knowledge Management

Score 8.1

View HubSpot Service Hub in this category (opens in a new tab)

HubSpot Service Hub Reviews

Abarnashree G.

Role: Operations
Industry: Finance
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Sep 2021

Awesome CRM for a mid sized company-Cost effective

Likeliness to Recommend

10 /10

What differentiates HubSpot Service Hub from other similar products?

HubSpot - Ticket status changes automatically when an email is sent/received from the partner which will be easy for us to track. Others - We need to change the status of assign the ticket HubSpot - Time triggers based on the status of the tickets Others - Available only with premium subscriptions HubSpot- Creating workflows is easier and we can include conditions in between as well Others- Difficult to do this HubSpot- Creating customized reports is straightforward and easier than Freshdesk Others- No easily customized reports also data visualization available

What is your favorite aspect of this product?

1. Customized reports 2. Workflow 3. Knowlege Base These three are my favorite aspects of HubSpot as I have Used many CRM tools earlier, this is one of the best! Hubspot helps us to generate reports and data visualization is one of the awesome features of this product Designing workflow is very straightforward and also helps us to preview and test this- and this is very transparent and user friendly No need to raise a ticket for everything, we just browse in Knowlege base and community to get all our questions answered

What do you dislike most about this product?

Having text only field for the body of the email- Most of the time we may require to include the table which is only possible to be done as an attachment

What recommendations would you give to someone considering this product?

If you are looking for some budget CRM with all features and do you need a friendly and quick customer support channel- You can very well choose HubSpot here.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Uthara N.

Role: Operations
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Sep 2021

Out of the box solution, limited depth.

Likeliness to Recommend

5 /10

What differentiates HubSpot Service Hub from other similar products?

Being able to link Jira/IT Tickets

What is your favorite aspect of this product?

Being able to link Jira/IT Tickets

What do you dislike most about this product?

Workflows are not intuitive, configurable to the needed extent, extremely confusing modes of work.

What recommendations would you give to someone considering this product?

Use it out of the box, don't try to do smart or additional things with this.

Pros

Caring
Respectful
Continually Improving Product
Efficient Service

Cons

Inhibits Innovation
Less Inspiring
Wastes Time

Chris T.

Role: Finance
Industry: Finance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Sep 2021

Low friction to use

Likeliness to Recommend

10 /10

What differentiates HubSpot Service Hub from other similar products?

Low friction usage attributes

What is your favorite aspect of this product?

Ease of access

What do you dislike most about this product?

Not applicable

What recommendations would you give to someone considering this product?

Look around and review all options

Pros

Continually Improving Product
Reliable
Performance Enhancing
Enables Productivity

HubSpot Service Hub

What is HubSpot Service Hub?

Company Details

Book a Free Demo Today!

Awards & Recognition

2024 Data Quadrant Gold Medalist

2023 Emotional Footprint Champion

2023 Data Quadrant Gold Medalist

2022 Emotional Footprint Champion

2022 Data Quadrant Gold Medalist

HubSpot Service Hub Ratings

88 Likeliness to Recommend

96 Plan to Renew

2 Since last award

81 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+88 Net Emotional Footprint

How much do users love HubSpot Service Hub?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Customer Community Management Creation and management of branded and focussed user communities.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Agent Collaboration Supports live collaboration between agent and customers, among customers (e.g. forums), and among service professionals (e.g. team-based customer service).

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Also Featured in...

Customer Success

Knowledge Management

HubSpot Service Hub Reviews

Abarnashree G.

Awesome CRM for a mid sized company-Cost effective

Likeliness to Recommend

Pros

Uthara N.

Out of the box solution, limited depth.

Likeliness to Recommend

Pros

Cons

Chris T.

Low friction to use

Likeliness to Recommend

Pros

2
Since last award

1
Since last award

Feature Ratings

Customer Service Knowledge Management

Agent Scripting

Customer Self Service Capabilities

Customer Community Management

Contact Center Integration

Analytics and Reporting

Agent Collaboration

Multi Channel Support

Customer Service Workflow Management

Intelligent Search

Mobile Customer Care

Vendor Capability Ratings

Vendor Support

Ease of Implementation

Usability and Intuitiveness

Business Value Created

Ease of IT Administration

Quality of Features

Availability and Quality of Training

Ease of Data Integration

Product Strategy and Rate of Improvement

Breadth of Features

Ease of Customization