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

Jenny K.

Role: Consultant
Industry: Consulting
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2025

Best software to handle your CRM, marketing system

Likeliness to Recommend

8 /10

What differentiates HubSpot Service Hub from other similar products?

What differentiates HubSpot from other products I have used is that HubSpot has a Learning process, if you don't understand some processes, HubSpot learning can put your through the process, I learnt Email deliverability from HubSpot and it has been helpful to me in serving my clients.

What is your favorite aspect of this product?

The CRM aspect, Automations aspects as well

What do you dislike most about this product?

Paying for additional tech support

What recommendations would you give to someone considering this product?

If they are into marketing, they should look more into the CRM and automation programs

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Cons

Charges for Enhancements

Idongesit U.

Role: Operations
Industry: Communications
Involvement: Initial Implementation

Validated Review

Verified Reviewer

Submitted Mar 2025

I'm satisfied with the services.

Likeliness to Recommend

10 /10

What differentiates HubSpot Service Hub from other similar products?

Just thought to try other services

What is your favorite aspect of this product?

HubSpot Academy

What do you dislike most about this product?

None I can think of.

What recommendations would you give to someone considering this product?

Go all in. It's worth every penny spent

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Ozioma C.

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

Validated Review

Verified Reviewer

Submitted Mar 2025

Hubspot service hub: smart, seamless, and scalable

Likeliness to Recommend

10 /10

What differentiates HubSpot Service Hub from other similar products?

Seamless hubspot CRM integration, powerful automation and AI, omnichannnel support, built in customer feedback tools, ease of use and scalability and transparent pricing, are what distinguishes hubspot service hub from other products.

What is your favorite aspect of this product?

My favorite aspect is the seamless integration with hubspot CRM which ensures a unified view of customer interactions across sales, marketing, and support. This makes it easier for teams to deliver personalized, efficient, and automated customer service without juggling multiple tools.

What do you dislike most about this product?

So far, I have no dislike as it gives me all that I need in terms of productivity and efficiency.

What recommendations would you give to someone considering this product?

I highly recommend hubspot service hub for businesses looking for simple, automated service with strong reporting.

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

Jenny K.

Best software to handle your CRM, marketing system

Likeliness to Recommend

Pros

Cons

Idongesit U.

I'm satisfied with the services.

Likeliness to Recommend

Pros

Ozioma C.

Hubspot service hub: smart, seamless, and scalable

Likeliness to Recommend

Pros

Most Popular HubSpot Service Hub Comparisons

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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