HubSpot

HubSpot Service Hub

Composite Score

8.7 /10

CX Score

8.9 /10

273 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.

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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

81 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?

1% Negative

7% Neutral

92% Positive

Pros

Respectful
Fair
Performance Enhancing
Enables Productivity

Feature Ratings

Average 83

Customer Service Knowledge Management

Agent Scripting

Contact Center Integration

Customer Community Management

Customer Self Service Capabilities

Analytics and Reporting

Agent Collaboration

Multi Channel Support

Intelligent Search

Customer Service Workflow Management

Mobile Customer Care

Vendor Capability Ratings

Average 81

Ease of Implementation

Usability and Intuitiveness

Business Value Created

Vendor Support

Ease of IT Administration

Quality of Features

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 8.4

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

Knowledge Management

Score 7.9

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

HubSpot Service Hub Reviews

Niamh E.

Role: Operations
Industry: Gaming and Hospitality
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Oct 2021

Increases productivity while being easy to use

Likeliness to Recommend

9 /10

What differentiates HubSpot Service Hub from other similar products?

Ease of use along with extensive opportunity to customise views and goals to provide a well rounded customer service tool.

What is your favorite aspect of this product?

Being able to change to Kanban view to easily see new customer queries as well as being able to follow up with current tickets

What do you dislike most about this product?

Can only view 100 tickets per column. Search feature not always accurate or helpful

What recommendations would you give to someone considering this product?

Do the hubspot training to ensure you know how to use it to its fullest. Only being able to do the basic won't be as beneficial

Pros

Reliable
Performance Enhancing
Enables Productivity
Trustworthy

Zaddock M.

Role: Finance
Industry: Banking
Involvement: Initial Implementation

Validated Review

Verified Reviewer

Submitted Oct 2021

Powerful and most trusted service hub

Likeliness to Recommend

10 /10

What differentiates HubSpot Service Hub from other similar products?

HubSpot Service Hub is a single platform for sales and service teams with the flexible customer knowledge base for customer to help themselves like Live Chats and Bots.

What is your favorite aspect of this product?

The interface is user friendly. Easy to create and manage tickets from chats. Flexible HubSpot Service Hub knowledge base. Integrates well with other products like HubSpot CRM. Easy to retrieve information on a customer. Excellent customer support to resolve technical issues.

What do you dislike most about this product?

Great tool with all the features to fulfil the requirements of service and product teams. No dislikes.

What recommendations would you give to someone considering this product?

Great tool which will enable customer service team to work more efficiently and manage a great amount of inquires for a faster business growth.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Dasha S.

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

Validated Review

Verified Reviewer

Submitted Oct 2021

Easy to use, but needs improvements to ticketing

Likeliness to Recommend

8 /10

What differentiates HubSpot Service Hub from other similar products?

Reporting is very easy to read which is great and I love the friendly customer service whenever I have questions about any feature or reporting capabilities for example. The interface itself is very pleasant to look at and user friendly, making it fun to work using the software.

What is your favorite aspect of this product?

Easy to read reporting and management of workflows and tasks.

What do you dislike most about this product?

Some pretty basic integration and reporting capabilities have been listed as feature requests for quite a while with no further progress on their improvements.

What recommendations would you give to someone considering this product?

Great software that has easy to read reports and helps you manage your customer contacts, workflows and tickets but may be a bit simplistic from ticketing management perspective if you've had experience with software like Zendesk before.

Pros

Reliable
Enables Productivity
Trustworthy
Efficient Service

Cons

Inhibits Innovation

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

81 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

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.

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

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.

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.

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

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

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.

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

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.

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

Niamh E.

Increases productivity while being easy to use

Likeliness to Recommend

Pros

Zaddock M.

Powerful and most trusted service hub

Likeliness to Recommend

Pros

Dasha S.

Easy to use, but needs improvements to ticketing

Likeliness to Recommend

Pros

Cons

Most Popular HubSpot Service Hub Comparisons

Zendesk for Service

Salesforce Service Cloud

Microsoft Dynamics 365 for Customer Service

Freshdesk

Zoho Desk

Oracle Service

1
Since last award

Feature Ratings

Customer Service Knowledge Management

Agent Scripting

Contact Center Integration

Customer Community Management

Customer Self Service Capabilities

Analytics and Reporting

Agent Collaboration

Multi Channel Support

Intelligent Search

Customer Service Workflow Management

Mobile Customer Care

Vendor Capability Ratings

Ease of Implementation

Usability and Intuitiveness

Business Value Created

Vendor Support

Ease of IT Administration

Quality of Features

Availability and Quality of Training

Ease of Data Integration

Breadth of Features

Product Strategy and Rate of Improvement

Ease of Customization