HubSpot Service Hub Logo
HubSpot Service Hub Logo
HubSpot

HubSpot Service Hub

Composite Score
7.9 /10
CX Score
8.0 /10
HubSpot Service Hub
7.9 /10

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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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

88

Multiple File Type Support

87

Reporting and Analytics

87

Role-Based Access

87

Workflow and Approval Management

87

AI Capabilities

86

Social Features

86

Configurable Knowledge Repository

85

Intelligent Search

85

Rich Text Editor

84

API Integration

83

Vendor Capability Ratings

Average 83

Ease of IT Administration

87

Vendor Support

86

Availability and Quality of Training

85

Ease of Implementation

85

Ease of Data Integration

85

Usability and Intuitiveness

84

Quality of Features

83

Business Value Created

82

Breadth of Features

82

Ease of Customization

80

Product Strategy and Rate of Improvement

77

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

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