HubSpot

HubSpot Service Hub

Composite Score

7.9 /10

CX Score

8.0 /10

46 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

Latest Award, 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

1
Since last award

100 Plan to Renew

86 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.

+89 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

Performance Enhancing
Trustworthy
Efficient Service
Respectful

Feature Ratings

Average 85

Version Control

Multiple File Type Support

Reporting and Analytics

Role-Based Access

Workflow and Approval Management

AI Capabilities

Social Features

Configurable Knowledge Repository

Intelligent Search

Rich Text Editor

API Integration

Vendor Capability Ratings

Average 83

Ease of IT Administration

Vendor Support

Availability and Quality of Training

Ease of Implementation

Ease of Data Integration

Usability and Intuitiveness

Quality of Features

Business Value Created

Breadth of Features

Ease of Customization

Product Strategy and Rate of Improvement

Also Featured in...

Customer Service - Enterprise

Score 8.7

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

Customer Success

Score 8.4

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

HubSpot Service Hub Reviews

Aaron D.

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

Validated Review

Verified Reviewer

Submitted Jul 2021

The software keeps me engaged with customers.

Likeliness to Recommend

9 /10

What differentiates HubSpot Service Hub from other similar products?

I believe its allot like salesforce, but it costs less and requires less administration.

What is your favorite aspect of this product?

Tracking e-mail opens.

What do you dislike most about this product?

Seems like its always crashing and logging out.

What recommendations would you give to someone considering this product?

This will get a CRM up and running in the shortest amount of time.

Pros

Helps Innovate
Continually Improving Product
Inspires Innovation
Generous Negotitation

Cons

Vendor's Interest First
Less Friendly Negotiation

Laurane M.

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

Validated Review

Verified Reviewer

Submitted Jul 2021

Nice and complete.

Likeliness to Recommend

8 /10

What differentiates HubSpot Service Hub from other similar products?

I have no fair comparison in mind

What is your favorite aspect of this product?

Easy to use

What do you dislike most about this product?

Tickets are different objects as conversations

What recommendations would you give to someone considering this product?

Think of how you want to manage customer service requests : is it with tickets and pipelines? Not at all? Consider your needs before diving into product demos

Pros

Respectful
Trustworthy
Helps Innovate
Continually Improving Product

Cons

Less Generous
Vendor's Interest First
Under Delivered

Rick R.

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

Validated Review

Verified Reviewer

Submitted Jul 2021

Easy to use with great cohesion across departments

Likeliness to Recommend

8 /10

What differentiates HubSpot Service Hub from other similar products?

HubSpot focuses a lot on the entire customer lifecycle, which is rare for CS software. It is also easy to set up and administer while still providing a growing number of features to take your team to the next level.

What is your favorite aspect of this product?

The service and ease of use for team members.

What do you dislike most about this product?

On the service side, there are a few key missing features that are still up and coming.

What recommendations would you give to someone considering this product?

If you have a huge IT admin team that can custom design things for you, HubSpot is likely not what you need for support. If you want some great functionality and ease of use for you and your team, Service Hub is great for you. Also, know that Service Hub is one of their newest features and gets significantly improved features every release, so it isn't software going stagnant, and will likely enable it to grow with your team.

Pros

Continually Improving Product
Reliable
Enables Productivity
Trustworthy

HubSpot Service Hub

What is HubSpot Service Hub?

Company Details

Need Assistance?

Awards & Recognition

HubSpot Service Hub Ratings

88 Likeliness to Recommend

1 Since last award

100 Plan to Renew

86 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+89 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

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

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

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

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

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

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

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

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

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

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.

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.

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

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

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.

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.

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

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.

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

Aaron D.

The software keeps me engaged with customers.

Likeliness to Recommend

Pros

Cons

Laurane M.

Nice and complete.

Likeliness to Recommend

Pros

Cons

Rick R.

Easy to use with great cohesion across departments

Likeliness to Recommend

Pros

Most Popular HubSpot Service Hub Comparisons

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1
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Feature Ratings

Version Control

Multiple File Type Support

Reporting and Analytics

Role-Based Access

Workflow and Approval Management

AI Capabilities

Social Features

Configurable Knowledge Repository

Intelligent Search

Rich Text Editor

API Integration

Vendor Capability Ratings

Ease of IT Administration

Vendor Support

Availability and Quality of Training

Ease of Implementation

Ease of Data Integration

Usability and Intuitiveness

Quality of Features

Business Value Created

Breadth of Features

Ease of Customization

Product Strategy and Rate of Improvement