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

Hanna W.

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

Validated Review

Verified Reviewer

Submitted Jul 2022

Great tool for our customers success team.

Likeliness to Recommend

10 /10

What differentiates HubSpot Service Hub from other similar products?

The ticket dashboard is Easy to use with a clear pipeline where tickets are on process . Excellent Customizable live chat. Allow it's user to give great service and track responses and response time in ease. It easy to link photos,pages and files within articles within a short time.

What is your favorite aspect of this product?

Built-in live chat. Great tickets automation. 360 customer view is easy to setup Easy to maintain and install software Simple interface to bigginers

What do you dislike most about this product?

The tool is a bit pricey, it would be much better if the price is lower.

What recommendations would you give to someone considering this product?

It's extremely effective tool for customer support.

Pros

Helps Innovate
Reliable
Performance Enhancing
Enables Productivity

Marie M. B.

Role: Information Technology
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Jul 2022

What a fantastic extension to the HubSpot family!

Likeliness to Recommend

9 /10

What differentiates HubSpot Service Hub from other similar products?

With Service Hub, we can efficiently attend to our clientele's needs. It's a nice, uncluttered road, and we like to travel it. There is little to no training given ( which is always important ). Also, it gives our sales and service staff a complete picture of each customer, which is invaluable. Relationship maintenance, upselling, avoiding missed opportunities, and maintaining satisfied clients all depend on this.

What is your favorite aspect of this product?

Yes, I am another satisfied user of HubSpot's Service Hub. Moreover, I advocated for HubSpot's implementation across the board, including social media marketing, when I was working with the company's leadership. The program has been in use for quite some time by both the IT and the marketing departments. HubSpot is being considered for use in the sales department as well.

What do you dislike most about this product?

The deal view needs to allow for tile customization and prioritization. The software ought to have both web-based and telephone forms and scripts (templates). HubSpot allows for comprehensive client administration and support on a massive scale.

What recommendations would you give to someone considering this product?

Service Hub, in my opinion, is best suited to businesses who are just beginning to implement contemporary service support and would benefit greatly from integrating their sales teams with the service department. Most companies, in my opinion, do a terrible job of encouraging their sales teams to stay in touch with troubled clients.

Pros

Helps Innovate
Reliable
Unique Features
Effective Service

Jeremiah K.

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

Validated Review

Verified Reviewer

Submitted Jun 2022

Sensational customers support services software.

Likeliness to Recommend

10 /10

What differentiates HubSpot Service Hub from other similar products?

Offers self-service portal where customers can create tickets and receive responses about their tickets. It's easy to manage customers data with this tool.

What is your favorite aspect of this product?

It's simple to communicate and engage with our customers using Chatbots. It's a reliable tool that offers great customer support services. This tool increases customers satisfaction. It's possible to create knowledge base with this tool.

What do you dislike most about this product?

Stable internet connection is a must to have when accessing and working with this tool.

What recommendations would you give to someone considering this product?

It's a well-deserved tool for customers support services that I recommend other organizations to implement.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

HubSpot Service Hub

What is HubSpot Service Hub?

Company Details

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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

Hanna W.

Great tool for our customers success team.

Likeliness to Recommend

Pros

Marie M. B.

What a fantastic extension to the HubSpot family!

Likeliness to Recommend

Pros

Jeremiah K.

Sensational customers support services software.

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