HubSpot

HubSpot Service Hub

Composite Score

8.1 /10

CX Score

8.3 /10

44 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.

87 Likeliness to Recommend

100 Plan to Renew

85 Satisfaction of Cost Relative to Value

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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

9% Neutral

91% Positive

Pros

Performance Enhancing
Trustworthy
Efficient Service
Respectful

Feature Ratings

Average 85

Multiple File Type Support

AI Capabilities

Role-Based Access

Workflow and Approval Management

Version Control

Configurable Knowledge Repository

Reporting and Analytics

Social Features

Rich Text Editor

Intelligent Search

Multi-Language Support

Vendor Capability Ratings

Average 83

Vendor Support

Ease of IT Administration

Ease of Implementation

Availability and Quality of Training

Usability and Intuitiveness

Quality of Features

Ease of Data Integration

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

Julia Maria M.

Role: Information Technology
Industry: Other
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted May 2022

Excellent visualization tool

Likeliness to Recommend

9 /10

What differentiates HubSpot Service Hub from other similar products?

We are requesting a free trial of our products from the official website. When you make an application, you can automatically import it into Hubspot. The information entered by the user is listed and converted into lead information, which eases the transition to deal management.

What is your favorite aspect of this product?

It can manage all-in-one lead information, and is excellent for access analysis. It is convenient to know who viewed which page, which channel they entered through, etc. The main purpose of introducing it was access analysis and nurturing. The team is promoting the dashboard, which is useful for sharing marketing results with other departments.

What do you dislike most about this product?

It is difficult to know where the functions you want to use are. When creating an article, you have to write HTML when trying to make detailed configurations. It was hard to get used to until I understood the terminology and structure. More manuals and how-to guides would be helpful. You can create HTML articles and emails intuitively without writing HTML, but if you try to design something that is not in the HubSpot template, you have to open the source and write HTML or embedded code... In that sense, I think WordPress is easier to use.

What recommendations would you give to someone considering this product?

It's still a short time since it was introduced, but it's convenient to understand the customer journey without looking at Google Analytics, and I think it's good to be able to verify the results right away. Although the work to introduce HubSpot is increasing, such as who will maintain it in-house and how to format the report, it is one of the great merits to be able to visualize the results of marketing metrics.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Elizabeth H.

Role: C-Level
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2022

gets the job done

Likeliness to Recommend

10 /10

What differentiates HubSpot Service Hub from other similar products?

fairly easy to set up and implement

What is your favorite aspect of this product?

cost effective

What do you dislike most about this product?

wish it integrated with our VOIP phone service

What recommendations would you give to someone considering this product?

do a demo, ask lots of questions

Pros

Reliable
Enables Productivity
Appreciates Incumbent Status
Security Protects

Lawrence G.

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

Validated Review

Verified Reviewer

Submitted Apr 2022

marketing, sales, and customer relationship tool,

Likeliness to Recommend

9 /10

What differentiates HubSpot Service Hub from other similar products?

It provides a workable free version to use and the user interface is intuitive. It provides great email integration features to use and its tracking email feature is good which tells when the email opens.

What is your favorite aspect of this product?

The support is great and helpful. They keep communicating with you until the issue is resolved. Their technologies are up to date and according to trends. Their training sessions are available so you can quickly learn from there and it offers core CRM features for free with add-on features as compared to similar products that only provide limited days free trial.

What do you dislike most about this product?

It is a little bit costly as compared to other similar platforms, and it has a limitation in email address per contact.

What recommendations would you give to someone considering this product?

It is well suited for a large business that can afford good Customer management software for their company. It did not only help our company as CRM but in sales and marketing too. It helped us increase our business in a better way. It helped us in making sales and marketing decisions in a better way. The overall platform helped us a lot in the different operations of our organization.

Pros

Helps Innovate
Performance Enhancing
Enables Productivity
Trustworthy

HubSpot Service Hub

What is HubSpot Service Hub?

Company Details

Need Assistance?

Awards & Recognition

HubSpot Service Hub Ratings

87 Likeliness to Recommend

100 Plan to Renew

85 Satisfaction of Cost Relative to Value

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

Multiple File Type Support Write or translate articles to multiple languages and allow users to search in multiple languages to support global customers.

AI Capabilities Artificial intelligence to enhance knowledge management such as automatically tagging content, recognizing duplicate content, and suggesting relevant content.

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.

Version Control Tracking of document versions with each iteration of document changes.

Configurable Knowledge Repository The solution provides the ability to create, manage, disseminate and archive knowledge articles in a structured format.

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.

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.

Intelligent Search Provide user with filters and facets to refine search results, with auto-suggest capabilities, natural language search and search engine indexing.

Multi-Language Support Write or translate articles to multiple languages and allow users to search in multiple languages to support global customers.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

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.

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.

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.

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.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

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

Julia Maria M.

Excellent visualization tool

Likeliness to Recommend

Pros

Elizabeth H.

gets the job done

Likeliness to Recommend

Pros

Lawrence G.

marketing, sales, and customer relationship tool,

Likeliness to Recommend

Pros

Most Popular HubSpot Service Hub Comparisons

Confluence

Freshdesk

Zendesk for Service

Zoho Desk

Guru

KnowledgeOwl

Feature Ratings

Multiple File Type Support

AI Capabilities

Role-Based Access

Workflow and Approval Management

Version Control

Configurable Knowledge Repository

Reporting and Analytics

Social Features

Rich Text Editor

Intelligent Search

Multi-Language Support

Vendor Capability Ratings

Vendor Support

Ease of IT Administration

Ease of Implementation

Availability and Quality of Training

Usability and Intuitiveness

Quality of Features

Ease of Data Integration

Business Value Created

Breadth of Features

Ease of Customization

Product Strategy and Rate of Improvement