HubSpot

HubSpot Service Hub

Composite Score

8.8 /10

CX Score

9.0 /10

290 Reviews Write a Review

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In Partnership With SelectHub

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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.

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Awards & Recognition

HubSpot Service Hub won the following awards in the Customer Service - Enterprise category

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2024 Emotional Footprint Champion

Latest Award, 2024

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation
Conflict Resolution

Latest Award, 2024

2024 Data Quadrant Gold Medalist

2024

8 Top Rated Capabilities

10 Top Rated Features

2024

2023 Emotional Footprint Champion

2023

Strategy and Innovation
Service Experience
Product Impact
Conflict Resolution

2023

2023 Data Quadrant Gold Medalist

2023

7 Top Rated Capabilities

11 Top Rated Features

2023

2022 Emotional Footprint Champion

2022

Service Experience
Conflict Resolution

2022

2022 Data Quadrant Gold Medalist

2022

5 Top Rated Capabilities

10 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

97 Plan to Renew

1
Since last award

80 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:: 91%
Negotiation and Contract:: 85%
Conflict Resolution:: 92%
Strategy & Innovation:: 88%
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.

+90 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?

1% Negative

7% Neutral

92% Positive

Pros

Respectful
Fair
Performance Enhancing
Enables Productivity

Feature Ratings

Average 82

Customer Service Knowledge Management

Contact Center Integration

Customer Community Management

Customer Self Service Capabilities

Agent Scripting

Analytics and Reporting

Agent Collaboration

Intelligent Search

Multi Channel Support

Customer Service Workflow Management

Mobile Customer Care

Vendor Capability Ratings

Average 81

Ease of Implementation

Usability and Intuitiveness

Business Value Created

Vendor Support

Quality of Features

Ease of IT Administration

Availability and Quality of Training

Ease of Data Integration

Breadth of Features

Product Strategy and Rate of Improvement

Ease of Customization

Also Featured in...

Customer Success

Score 8.5

View HubSpot Service Hub in this category (opens in a new tab)

Knowledge Management

Score 8.2

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

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

HubSpot Service Hub

What is HubSpot Service Hub?

Company Details

Book a Free Demo Today!

Awards & Recognition

2024 Emotional Footprint Champion

2024 Data Quadrant Gold Medalist

2023 Emotional Footprint Champion

2023 Data Quadrant Gold Medalist

2022 Emotional Footprint Champion

2022 Data Quadrant Gold Medalist

HubSpot Service Hub Ratings

88 Likeliness to Recommend

97 Plan to Renew

1 Since last award

80 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

Emotional Footprint Overview

+90 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

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Customer Community Management Creation and management of branded and focussed user communities.

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and service professionals e.g. team-based customer service.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

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

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.

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.

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.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

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

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.

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.

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.

Also Featured in...

Customer Success

Knowledge Management

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

Jenny K.

Best software to handle your CRM, marketing system

Likeliness to Recommend

Pros

Cons

Most Popular HubSpot Service Hub Comparisons

Zendesk for Service

Salesforce Service Cloud

Freshdesk

Microsoft Dynamics 365 for Customer Service

Zoho Desk

Oracle Service

1
Since last award

1
Since last award

Feature Ratings

Customer Service Knowledge Management

Contact Center Integration

Customer Community Management

Customer Self Service Capabilities

Agent Scripting

Analytics and Reporting

Agent Collaboration

Intelligent Search

Multi Channel Support

Customer Service Workflow Management

Mobile Customer Care

Vendor Capability Ratings

Ease of Implementation

Usability and Intuitiveness

Business Value Created

Vendor Support

Quality of Features

Ease of IT Administration

Availability and Quality of Training

Ease of Data Integration

Breadth of Features

Product Strategy and Rate of Improvement

Ease of Customization