HubSpot

HubSpot Service Hub

Composite Score

8.6 /10

CX Score

8.7 /10

61 Reviews Write a Review

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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.

Company Details

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Awards & Recognition

HubSpot Service Hub won the following awards in the Knowledge Management category

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0 Top Rated Capabilities

4 Top Rated Features

2024

1 Top Rated Capabilities

3 Top Rated Features

2023

0 Top Rated Capabilities

1 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

100 Plan to Renew

85 Satisfaction of Cost Relative to Value

1
Since last award

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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Emotional Footprint Overview

Product Experience:: 93%
Negotiation and Contract:: 87%
Conflict Resolution:: 93%
Strategy & Innovation:: 92%
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.

+92 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?

0% Negative

8% Neutral

92% Positive

Pros

Respectful
Acts with Integrity
Caring
Helps Innovate

Feature Ratings

Average 86

Reporting and Analytics

Social Features

Version Control

Role-Based Access

AI Capabilities

Multiple File Type Support

Workflow and Approval Management

Intelligent Search

API Integration

Configurable Knowledge Repository

Rich Text Editor

Vendor Capability Ratings

Average 86

Ease of Data Integration

Availability and Quality of Training

Ease of IT Administration

Ease of Implementation

Vendor Support

Quality of Features

Usability and Intuitiveness

Business Value Created

Breadth of Features

Ease of Customization

Product Strategy and Rate of Improvement

Also Featured in...

Customer Service - Enterprise

Score 8.8

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

Customer Success

Score 8.8

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

HubSpot Service Hub Reviews

Amy S.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2025

Wonderful for searchable & automatic SEO-optimized

Likeliness to Recommend

9 /10

What differentiates HubSpot Service Hub from other similar products?

Fascinating for knowledge base which is amazing for customers to get answers on their own.

What is your favorite aspect of this product?

Amazing for it's searchable, beautifully organized and automatic SEO-optimized.

What do you dislike most about this product?

I have had no any problem at with it.

What recommendations would you give to someone considering this product?

It's fascinating for knowledge base for easier and effective for customers to get answers on their own to boost satisfaction.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Nanette C.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2025

"Super easy KB interface"!

Likeliness to Recommend

10 /10

What differentiates HubSpot Service Hub from other similar products?

Knowledge base interface is super easy with display of customer insights.Easy to create content in multiple languages

What is your favorite aspect of this product?

Super easy user interface for customer insights.

What do you dislike most about this product?

Nothing to dislike about for the time I have used it.

What recommendations would you give to someone considering this product?

Has a friendly knowledge base interface which makes it easy to use and get customer insight and create content on multiple languages.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Oluwasola Racheal O.

Role: Information Technology
Industry: Healthcare
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Mar 2025

Easy-to-Use Support Tool, Great CRM Integration

Likeliness to Recommend

9 /10

What differentiates HubSpot Service Hub from other similar products?

HubSpot Service Hub stands out because it connects customer support with sales and marketing in one place. Unlike other tools, it has a built-in CRM, making it easy to track customer history and personalize support

What is your favorite aspect of this product?

My favourite thing about HubSpot Service Hub is how everything is connected in one place. The built-in CRM makes it easy to see customer history, and the automation tools help save time by handling repetitive tasks

What do you dislike most about this product?

What I dislike most about HubSpot Service Hub is that some of the best features are only available in the expensive plans

What recommendations would you give to someone considering this product?

Try the free version first. It has useful features, and you can see if it fits your needs before upgrading. Make the most of the CRM. It helps keep track of customer interactions and makes support more personal.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

HubSpot Service Hub

What is HubSpot Service Hub?

Company Details

Need Assistance?

Awards & Recognition

HubSpot Service Hub Ratings

88 Likeliness to Recommend

100 Plan to Renew

85 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

Emotional Footprint Overview

+92 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

Reporting and Analytics Detailed analytics and dashboards on content usage and performance, including how information is accessed and by whom, search query performance, etc.

Social Features Social features allow knowledge users to like, rate, comment, or tag knowledge content.

Version Control Tracking of document versions with each iteration of document changes.

Role-Based Access Enable different levels of access based on role, allowing different articles to be available only to specific audiences as needed.

AI Capabilities Artificial intelligence to enhance knowledge management such as automatically tagging content, recognizing duplicate content, and suggesting relevant content.

Multiple File Type Support Write or translate articles to multiple languages and allow users to search in multiple languages to support global customers.

Workflow and Approval Management Ability to model, build, and execute automatic workflows for the purpose of managing content-centric processes.

Intelligent Search Provide user with filters and facets to refine search results, with auto-suggest capabilities, natural language search and search engine indexing.

API Integration API integrations with enterprise apps e.g. collaboration/communication tools, CRM, ECM, and existing knowledge sources allow access to content in multiple ways.

Configurable Knowledge Repository The solution provides the ability to create, manage, disseminate and archive knowledge articles in a structured format.

Rich Text Editor Allows users to create and share information using text and other formats such as charts, images, audio, and video, with easy formatting options.

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

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

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

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.

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.

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.

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.

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.

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.

Also Featured in...

Customer Service - Enterprise

Customer Success

HubSpot Service Hub Reviews

Amy S.

Wonderful for searchable & automatic SEO-optimized

Likeliness to Recommend

Pros

Nanette C.

"Super easy KB interface"!

Likeliness to Recommend

Pros

Oluwasola Racheal O.

Easy-to-Use Support Tool, Great CRM Integration

Likeliness to Recommend

Pros

Most Popular HubSpot Service Hub Comparisons

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Zoho Desk

Guru

KnowledgeOwl

1
Since last award

Feature Ratings

Reporting and Analytics

Social Features

Version Control

Role-Based Access

AI Capabilities

Multiple File Type Support

Workflow and Approval Management

Intelligent Search

API Integration

Configurable Knowledge Repository

Rich Text Editor

Vendor Capability Ratings

Ease of Data Integration

Availability and Quality of Training

Ease of IT Administration

Ease of Implementation

Vendor Support

Quality of Features

Usability and Intuitiveness

Business Value Created

Breadth of Features

Ease of Customization

Product Strategy and Rate of Improvement