HubSpot Service Hub Logo Award Winner Product Badge
HubSpot Service Hub Logo Award Winner Product Badge
HubSpot

HubSpot Service Hub

Composite Score
8.7 /10
CX Score
8.9 /10
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Category
HubSpot Service Hub
8.7 /10

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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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

85

Agent Scripting

84

Contact Center Integration

83

Customer Community Management

83

Customer Self Service Capabilities

83

Analytics and Reporting

82

Agent Collaboration

82

Multi Channel Support

82

Intelligent Search

82

Customer Service Workflow Management

81

Mobile Customer Care

80

Vendor Capability Ratings

Average 81

Ease of Implementation

83

Usability and Intuitiveness

83

Business Value Created

83

Vendor Support

82

Ease of IT Administration

82

Quality of Features

82

Availability and Quality of Training

81

Ease of Data Integration

81

Breadth of Features

79

Product Strategy and Rate of Improvement

79

Ease of Customization

77

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

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