HubSpot

HubSpot Service Hub

Composite Score

8.8 /10

CX Score

9.0 /10

305 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 Champion

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 Champion

2023

7 Top Rated Capabilities

11 Top Rated Features

2023

2022 Emotional Footprint Champion

2022

Service Experience
Conflict Resolution

2022

2022 Data Quadrant Champion

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.

89 Likeliness to Recommend

1
Since last award

97 Plan to Renew

1
Since last award

81 Satisfaction of Cost Relative to Value

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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Emotional Footprint Overview

Product Experience:: 92%
Negotiation and Contract:: 86%
Conflict Resolution:: 93%
Strategy & Innovation:: 89%
Service Experience:: 94%

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.

+91 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

6% Neutral

93% Positive

Pros

Respectful
Fair
Performance Enhancing
Trustworthy

Feature Ratings

Average 82

Customer Service Knowledge Management

Customer Community Management

Contact Center Integration

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 82

Ease of Implementation

Quality of Features

Usability and Intuitiveness

Business Value Created

Vendor Support

Ease of IT Administration

Ease of Data Integration

Availability and Quality of Training

Product Strategy and Rate of Improvement

Breadth of Features

Ease of Customization

Also Featured in...

Customer Success

Score 8.8

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

Knowledge Management

Score 8.6

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

HubSpot Service Hub Reviews

Rick R.

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

Validated Review

Verified Reviewer

Submitted Jul 2021

Easy to use with great cohesion across departments

Likeliness to Recommend

8 /10

What differentiates HubSpot Service Hub from other similar products?

HubSpot focuses a lot on the entire customer lifecycle, which is rare for CS software. It is also easy to set up and administer while still providing a growing number of features to take your team to the next level.

What is your favorite aspect of this product?

The service and ease of use for team members.

What do you dislike most about this product?

On the service side, there are a few key missing features that are still up and coming.

What recommendations would you give to someone considering this product?

If you have a huge IT admin team that can custom design things for you, HubSpot is likely not what you need for support. If you want some great functionality and ease of use for you and your team, Service Hub is great for you. Also, know that Service Hub is one of their newest features and gets significantly improved features every release, so it isn't software going stagnant, and will likely enable it to grow with your team.

Pros

Continually Improving Product
Reliable
Enables Productivity
Trustworthy

Ed R.

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

Validated Review

Verified Reviewer

Submitted Jul 2021

A great addition to your cradle to grave customer

Likeliness to Recommend

9 /10

What differentiates HubSpot Service Hub from other similar products?

Built int marketing and sales hub for 360 visibility

What is your favorite aspect of this product?

Its simple

What do you dislike most about this product?

Not always flexible when you need it to be

What recommendations would you give to someone considering this product?

If you use HubSpot this module will give sales the visibility to impact future sales

Pros

Performance Enhancing
Reliable
Enables Productivity
Effective Service

Cons

Under Delivered

Tyler G.

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

Validated Review

Verified Reviewer

Submitted Jul 2021

World-class UX/UI & features tied to HubSpot CRM

Likeliness to Recommend

7 /10

What differentiates HubSpot Service Hub from other similar products?

HubSpot sets itself apart because it integrates deeply with HubSpot CRM and reporting functions.

What is your favorite aspect of this product?

I love that tickets are extremely flexible and that ticket based automation flows (Workflows) can be set to do almost anything.

What do you dislike most about this product?

Service hub could use more robust features like screenshots (Usersnap) and more advanced chatbots (Ada).

What recommendations would you give to someone considering this product?

I would recommend using professional or Enterprise versions of the products and make sure you have workflows. That's where the real power lies. Be sure and understand properties and keep things simple.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

HubSpot Service Hub

What is HubSpot Service Hub?

Company Details

Book a Free Demo Today!

Awards & Recognition

2024 Emotional Footprint Champion

2024 Data Quadrant Champion

2023 Emotional Footprint Champion

2023 Data Quadrant Champion

2022 Emotional Footprint Champion

2022 Data Quadrant Champion

HubSpot Service Hub Ratings

89 Likeliness to Recommend

1 Since last award

97 Plan to Renew

1 Since last award

81 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

Emotional Footprint Overview

+91 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.

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

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

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.

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.

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.

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

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.

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.

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.

Also Featured in...

Customer Success

Knowledge Management

HubSpot Service Hub Reviews

Rick R.

Easy to use with great cohesion across departments

Likeliness to Recommend

Pros

Ed R.

A great addition to your cradle to grave customer

Likeliness to Recommend

Pros

Cons

Tyler G.

World-class UX/UI & features tied to HubSpot CRM

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

Customer Community Management

Contact Center Integration

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

Quality of Features

Usability and Intuitiveness

Business Value Created

Vendor Support

Ease of IT Administration

Ease of Data Integration

Availability and Quality of Training

Product Strategy and Rate of Improvement

Breadth of Features

Ease of Customization