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

Ruth C.

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

Validated Review

Verified Reviewer

Submitted Mar 2025

My review

Likeliness to Recommend

10 /10

What differentiates HubSpot Service Hub from other similar products?

Whatsapp integration.

What is your favorite aspect of this product?

Sales funnel management

What do you dislike most about this product?

Email template

What recommendations would you give to someone considering this product?

Comprehensive CRM.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Vivian K.

Role: Information Technology
Industry: Communications
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Mar 2025

I Love HubSpot : HubSpot is one stop Shop.

Likeliness to Recommend

10 /10

What differentiates HubSpot Service Hub from other similar products?

It's Unique because it's all accommodating

What is your favorite aspect of this product?

The Integration aspect of HubSpot is my Favourite. I can actually incorporate other software into HubSpot.

What do you dislike most about this product?

HubSpot is expensive.

What recommendations would you give to someone considering this product?

You need to be prepared in terms of pricing.

Pros

Continually Improving Product
Performance Enhancing
Enables Productivity
Unique Features

Trudy A.

Role: Sales Marketing
Industry: Other
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Mar 2025

Hubspot service hub: powerful! but Is it worth it

Likeliness to Recommend

10 /10

What differentiates HubSpot Service Hub from other similar products?

HubSpot Service Hub stands out because it combines customer service tools with CRM, making it easy for teams to provide personalized support at scale. Now unlike many other platforms, it’s built for seamless integration with sales and marketing, so support teams can see the full customer journey in one place. Features like conversational bots, a shared inbox, and automated ticketing help streamline service, while its knowledge base and customer feedback tools ensure businesses can proactively solve issues. Plus, with HubSpot’s easy-to-use interface, even non-tech teams can get up and running quickly.

What is your favorite aspect of this product?

Collaboration tools

What do you dislike most about this product?

Limited customization in free & starter plans

What recommendations would you give to someone considering this product?

If you’re looking for a customer service platform that seamlessly integrates with your sales and marketing efforts, HubSpot Service Hub is a solid choice. It’s ideal for businesses that want an all-in-one solution to manage customer interactions, automate support tasks, and gain insights into customer satisfaction—all while keeping everything connected to HubSpot’s powerful customer relations management

Pros

Reliable
Performance Enhancing
Efficient Service
Respectful

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

Ruth C.

My review

Likeliness to Recommend

Pros

Vivian K.

I Love HubSpot : HubSpot is one stop Shop.

Likeliness to Recommend

Pros

Trudy A.

Hubspot service hub: powerful! but Is it worth it

Likeliness to Recommend

Pros

Most Popular HubSpot Service Hub Comparisons

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Freshdesk

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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