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

Larissa M.

Role: Operations
Industry: Education
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jul 2021

Fantastic product

Likeliness to Recommend

10 /10

What differentiates HubSpot Service Hub from other similar products?

It offers more resources and it's easier to use, it's user-friendly and their support team is awesome.

What is your favorite aspect of this product?

Analytics and customer workflow management.

What do you dislike most about this product?

The search engine sometimes brings unrelated results and the real contact linked to an email address, for example, is placed in the mix.

What recommendations would you give to someone considering this product?

Just improve the search engine to refine the search, otherwise, it's great.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Rebekah L.

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

Validated Review

Verified Reviewer

Submitted Jul 2021

Great product and tons of functionality tools!

Likeliness to Recommend

10 /10

What differentiates HubSpot Service Hub from other similar products?

Being able to connect with your customers and address and resolve their issues quickly. Also, love that I can create a support ticket right from the chat and emails that come in!

What is your favorite aspect of this product?

Being able to quickly and easily communicate with our clients! HubSpot helps our business run smoothly and the clients love the ease of being able to reach out to us this way.

What do you dislike most about this product?

There really is not a reason to dislike this service as it is so easy to use.

What recommendations would you give to someone considering this product?

If you are looking for software that can do just about everything your business needs, then this is it!

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Paul N.

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

Validated Review

Verified Reviewer

Submitted Jan 2021

Easy to use, highly functional. Poor customization

Likeliness to Recommend

9 /10

What differentiates HubSpot Service Hub from other similar products?

Service hub is dead simple to use and set up. The best turnkey solution. If your business already uses HubSpot Sales CRM, it's the best platform for customer service and knowledge management.

What is your favorite aspect of this product?

Seamless integration with Sales CRM.

What do you dislike most about this product?

Customization is very poor. Templates are very restrictive in both design and structure of knowledge base info.

What recommendations would you give to someone considering this product?

If you're looking for something easy, it's great. If you're looking for something customizable and flexible, look elsewhere.

Pros

Reliable
Respectful
Performance Enhancing
Enables Productivity

Cons

Vendor's Interest First
Vendor Friendly Policies
Less Generous

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

Larissa M.

Fantastic product

Likeliness to Recommend

Pros

Rebekah L.

Great product and tons of functionality tools!

Likeliness to Recommend

Pros

Paul N.

Easy to use, highly functional. Poor customization

Likeliness to Recommend

Pros

Cons

Most Popular HubSpot Service Hub Comparisons

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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