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

Thomas C.

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

Validated Review

Verified Reviewer

Submitted Jan 2021

Easy to use, but a bit pricey. Great to B2B

Likeliness to Recommend

9 /10

What differentiates HubSpot Service Hub from other similar products?

Easy of use.

What is your favorite aspect of this product?

The sales pipeline.

What do you dislike most about this product?

Price, i love it but its very expensive for us based on the number of contacts

What recommendations would you give to someone considering this product?

Ensure you are only capturing leads you want to capture.

Pros

Reliable
Performance Enhancing
Enables Productivity
Trustworthy

Cons

Less Generous

Rachel F.

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

Validated Review

Verified Reviewer

Submitted Jan 2021

Easy to use and results show fast!

Likeliness to Recommend

10 /10

What differentiates HubSpot Service Hub from other similar products?

Many more options available with features, organization and stats.

What is your favorite aspect of this product?

The user friendly interface... Allowing it to sync with my gmail and other apps as well.

What do you dislike most about this product?

Still learning.

What recommendations would you give to someone considering this product?

Take on all of the trainings!

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Robbie R.

Role: Operations
Industry: Education
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jan 2021

Great management tool for our company

Likeliness to Recommend

9 /10

What differentiates HubSpot Service Hub from other similar products?

Customization and ease of use

What is your favorite aspect of this product?

Love the knowledge base and the many other features available to our service team

What do you dislike most about this product?

Some features are limited in the capabilities

What recommendations would you give to someone considering this product?

Allow for more customization for companies with multiple product lines.

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Enables Productivity

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

Thomas C.

Easy to use, but a bit pricey. Great to B2B

Likeliness to Recommend

Pros

Cons

Rachel F.

Easy to use and results show fast!

Likeliness to Recommend

Pros

Robbie R.

Great management tool for our company

Likeliness to Recommend

Pros

Most Popular HubSpot Service Hub Comparisons

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Zoho Desk

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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