HubSpot

HubSpot Service Hub

Composite Score

8.8 /10

CX Score

9.0 /10

316 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 Emotional Footprint Champion

Latest Award, 2024

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation
Conflict Resolution

Latest Award, 2024

2024 Data Quadrant Champion

2024

8 Top Rated Capabilities

10 Top Rated Features

2024

2023 Emotional Footprint Champion

2023

Strategy and Innovation
Service Experience
Product Impact
Conflict Resolution

2023

2023 Data Quadrant Champion

2023

7 Top Rated Capabilities

11 Top Rated Features

2023

2022 Emotional Footprint Champion

2022

Service Experience
Conflict Resolution

2022

2022 Data Quadrant Champion

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.

89 Likeliness to Recommend

1
Since last award

97 Plan to Renew

1
Since last award

81 Satisfaction of Cost Relative to Value

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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Emotional Footprint Overview

Product Experience:: 91%
Negotiation and Contract:: 87%
Conflict Resolution:: 92%
Strategy & Innovation:: 89%
Service Experience:: 93%

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.

+90 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

6% Neutral

93% Positive

Pros

Respectful
Fair
Performance Enhancing
Enables Productivity

Feature Ratings

Average 82

Customer Service Knowledge Management

Customer Community Management

Customer Self Service Capabilities

Contact Center Integration

Agent Scripting

Analytics and Reporting

Agent Collaboration

Multi Channel Support

Intelligent Search

Customer Service Workflow Management

Mobile Customer Care

Vendor Capability Ratings

Average 81

Ease of Implementation

Business Value Created

Usability and Intuitiveness

Quality of Features

Ease of IT Administration

Ease of Data Integration

Vendor Support

Availability and Quality of Training

Product Strategy and Rate of Improvement

Breadth of Features

Ease of Customization

Also Featured in...

Customer Success

Score 8.8

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

Knowledge Management

Score 8.7

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

HubSpot Service Hub Reviews

Uzma K.

Role: Sales Marketing
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jan 2021

Easy to use but needs room for personalisation

Likeliness to Recommend

9 /10

What differentiates HubSpot Service Hub from other similar products?

Ease of use Feels like a one stop shop for all sales and marketing needs

What is your favorite aspect of this product?

Integration with slack Everything under a few tabs

What do you dislike most about this product?

Lack of personalisation - chatflows

What recommendations would you give to someone considering this product?

Add more personalisation when setting up chatflows Currently when i reply to an old chat through the chatflow my reply only reaches the chat by then the visitor has moved on/closed down the chat. It would save so much time If there's a way for my reply to reach the visitors email directly. As 99% of the time the visitors email is automatically captured.

Pros

Performance Enhancing
Trustworthy
Respectful
Acts with Integrity

Ana H.

Role: Sales Marketing
Industry: Media
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jan 2021

It's a game changer!

Likeliness to Recommend

10 /10

What differentiates HubSpot Service Hub from other similar products?

It helps every single part of the company and helps you grow by measuring everything you do!

What is your favorite aspect of this product?

The reports you're able to make!

What do you dislike most about this product?

I don't have any comments.

What recommendations would you give to someone considering this product?

Give yourself time to explore every single function.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Matthew K.

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

Validated Review

Verified Reviewer

Submitted Jan 2021

Easy to use and implement within larger team

Likeliness to Recommend

10 /10

What differentiates HubSpot Service Hub from other similar products?

The simplicity of HS Service Hub is a key element here. Finding the right balance of features, while managing to keep it easy to implement is the differentiating factor.

What is your favorite aspect of this product?

There is a wide variety of features available for our team to use.

What do you dislike most about this product?

Not really any complaints. It does exactly what we want it to do. I wouldn't say I have any dislikes.

What recommendations would you give to someone considering this product?

Use it. It's a great tool for any team.

Pros

Performance Enhancing
Enables Productivity
Trustworthy
Respectful

HubSpot Service Hub

What is HubSpot Service Hub?

Company Details

Book a Free Demo Today!

Awards & Recognition

2024 Emotional Footprint Champion

2024 Data Quadrant Champion

2023 Emotional Footprint Champion

2023 Data Quadrant Champion

2022 Emotional Footprint Champion

2022 Data Quadrant Champion

HubSpot Service Hub Ratings

89 Likeliness to Recommend

1 Since last award

97 Plan to Renew

1 Since last award

81 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

Emotional Footprint Overview

+90 Net Emotional Footprint

How much do users love HubSpot Service Hub?

Chart

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.

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

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

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

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

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 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.

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

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

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

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.

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.

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.

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.

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

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

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.

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.

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

Uzma K.

Easy to use but needs room for personalisation

Likeliness to Recommend

Pros

Ana H.

It's a game changer!

Likeliness to Recommend

Pros

Matthew K.

Easy to use and implement within larger team

Likeliness to Recommend

Pros

Most Popular HubSpot Service Hub Comparisons

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Zoho Desk

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1
Since last award

1
Since last award

Feature Ratings

Customer Service Knowledge Management

Customer Community Management

Customer Self Service Capabilities

Contact Center Integration

Agent Scripting

Analytics and Reporting

Agent Collaboration

Multi Channel Support

Intelligent Search

Customer Service Workflow Management

Mobile Customer Care

Vendor Capability Ratings

Ease of Implementation

Business Value Created

Usability and Intuitiveness

Quality of Features

Ease of IT Administration

Ease of Data Integration

Vendor Support

Availability and Quality of Training

Product Strategy and Rate of Improvement

Breadth of Features

Ease of Customization