HubSpot Service Hub

Avantages

Je suis partisan de HS. Je l'ai utilisé dans deux sociétés différentes et de deux façons différentes. Pour moi, l'outil est complet et permet une gestion optimale du support client.

Inconvénients

HS propose paradoxalement trop de fonctionnalités au détriment d'une certaine simplicité.

Avantages

Using HubSpot's Service Hub is simple and straightforward. Numerous FAQ-answering video guides are available. These undoubtedly cut down on the amount of time spent communicating with support staff. However, the help desk is top-notch and always available. They're better than I could have hoped for.

Inconvénients

As the size of your team grows, you'll need to buy more seats to keep everyone on the same platform. It would be fantastic if purchasing the platform didn't restrict you to a specific amount of seats.

Avantages

I love using ServiceHub to support my clients because it allows us to see the service at all levels: grainy and in the weeds as we work on each ticket for the client, then also at high altitude. 30,000 feet as we collect reports of the overall support experience. Of our customers. Additional features like feedback surveys are essential for measuring business success. I use Hubspot to manage requests and communicate via chatbots and I am very impressed with the platform. The interface is intuitive and user-friendly, making it easy to navigate and get things done quickly.

Inconvénients

Frustrated when there is only one ticket holder or it is difficult to assign collaborators. Sometimes some people have to work on several projects and it is difficult to know who is doing what.

Avantages

With this product, we have it easy when connecting with our customers.
It makes it easy for customer find service service materials and this saves time.
The good relationship with our customers is good for our business.

Inconvénients

All features of HubSpot Service Hub are helpful. No issues at all.

Avantages

Integrated with Sales Hub and Marketing Hub, one stop solution for both pre-sales and post-sales.

Inconvénients

Poor UX for support ticketing, lacking in core functionality, behind the curve on AI capabilities.

Avantages

What I like the most about HubSpot Service Hub is that all client communications are located in one spot under the contact or company name. It could be email, text, call and it all is recording and between multiple different people (co workers) not just including all your communications. It makes it easy to see what has already been talked about, etc..

Inconvénients

My least favorite thing about HubSpot Service Hub is it can be pricey and the templates can be confusing when setting up.

Avantages

I find it helpful that we have dashboards to track the outcomes of our efforts, both individually and collectively. Integration inside an organization is facilitated by the system's compatibility with other programs.

Inconvénients

It can be time-consuming for Hubspot data to be imported into other programs. There are several nice to use dashboards, but they can be slow to load.

Avantages

HubSpot Service Hub is very easy to use and doesn't take a long time to grasp. All members of the team can use it no matter of technical knowledge.

Inconvénients

It would be good to see more features brought to it such as allowing users to raise a ticket themselves straight in to Service Pipelines.. and then being able to have tracked email conversations with the user, through HubSpot, via the Ticket itself. This would keep it all under one place and not require us to use our email software separately and then update our tickets manually.

Avantages

It covers all my needs to support my clients communications

Inconvénients

Not so straight forward to set up but once you get it, it works great.

Avantages

Hubspot works very well. I use it at work daily

Inconvénients

I don't have any real complaints accept the layout could be more pleasing to the eye, better colours maybe.

Avantages

We have used this product as a CRM and comes with amazing features and capabilities.
It is affordable, easily customizable and very helpful thanks to multiple features.

Inconvénients

No negative issues with HubSpot Service Hub

Avantages

Hubspot Service Hub has allowed our small team to stay organized and give our users as much support as possible without always being available to help in person within a few minutes. The knowledge base setup is super easy, appealing for our users, and customizable.

Inconvénients

Hubspot definitely isn't the cheapest option when you weigh all the platforms out there, but you definitely have to weigh ease of use, centralizing everything you need to do for your business and level of customer service.

Alternatives envisagées 

Pourquoi choisir HubSpot Service Hub 

Logiciel antérieur 

Pourquoi passer à HubSpot Service Hub

Avantages

The ease of setup was the best thing about it, and given that it integrated seamlessly with our preexisting HubSpot apps, it was a no-brainer. It allowed us to continue using HubSpot and expand our view of our customer interactions to include support tickets.

The aspect we have made the most use of by far is the Knowledge Base functionality. This is easy to use, clear and customisable. The recent updates to the template editor are welcome and allow us to make our help centre our own. The insights we get on the helpfulness of articles is also useful to see where refinements can be made and where we are lacking.

Inconvénients

The ticketing functionality is extremely limited and counter-intuitive to use. You get the sense that the functionality has been half-built and rushed out. For example, you cannot use HubSpot forms to populate custom Ticket properties, which renders them almost useless as a means of collecting information about the customer's problem. The UI for ticketing should have its own 'look', as they are basically indistinguishable from contacts, making it quite difficult to read simple information, like ticket status and description.

Avantages

The Service Hub is easy to set up. We've helped a lot of customers self service with the Knowlege Base and have prepped our customer service team to accept tickets for support for this upcoming season so we're really looking forward to using the data collected as part of that process. The Service Hub is still a relatively new feature so we're looking forward to added functionality that we've requested. Hubspot makes it easy to submit feedback and are pretty great about responding to requests for support.

Inconvénients

Chat feature needs quite a bit more work to function the way we want. Keywords are needed for the Knowledge Base for those of us with multiple products and industry language.

Avantages

One of the standout features of HubSpot Service Hub is its ticketing system. The ticketing system allows businesses to efficiently manage customer inquiries and support requests. It provides a centralized platform where customer tickets can be created, assigned, and tracked throughout their lifecycle. This feature enables teams to streamline their support processes, ensuring that no customer issue goes unnoticed or unresolved.

Inconvénients

One area where HubSpot Service Hub could benefit from improvement is its integration options. While it does offer integration with popular CRM systems and other HubSpot tools, there is room for expansion to cover a wider range of third-party applications. Increasing the number of integrations would allow businesses to connect Service Hub with their existing tech stack seamlessly.

Avantages

I really like how you can check the statistics. It helps when looking and analysing growth. The graphs are really easy to understand too. It also has an AI feature.

Inconvénients

It's quite expensive if you want to have more features.

Avantages

Hubspot is easy to use and has a robust support/helpdesk - always ready and happy to help with any queries.

Inconvénients

Pricing. Hubspot is not the most affordable option out there.

Alternatives envisagées 

Pourquoi choisir HubSpot Service Hub 

Logiciel antérieur 

Pourquoi passer à HubSpot Service Hub

Avantages

I use this software daily and the most part of my job i am using the service hub. This mainly consists of the use of tickets that enable team members to have a solid view of the workload as well as the general outer team can see. I like most about this software that every move can be held accountable, someone is responsible for everything that goes in there and it makes everyone work as a team.

Inconvénients

Some more automation would be good, i guess it is somewhat hard given the details it pulls. But when it automatically pulls information that you know you have changed, this can sometimes be very frustrating and also can cause contacts/ companies to associate more 10,000 engagements very fast and overfill the CRM very fast.

Avantages

Being able to use the live chat is absolutely amazing. Makes it quick for our customers to get in touch with us and help them with any need they have.

Inconvénients

Nothing at this time. Works great and as intended.

Avantages

The ticketing system and real time access to customers so that they can check the status of their ticket and even inquired about the progress is very helpful to keep customers happy.Not only that, but creating customized customer surveys really helps improve services.

Inconvénients

Everything is really great and helpful in service hub, won't change a thing

Avantages

- Integrating with the website is easy and done simple steps. You don't need any technical background to do that.

- Setting up the knowledge base with articles and documentation is a simple process. Creating categories and subcategories is easy.

- If you have used the CRM, Marketing modules in Hubspot, you are quite familiar with the tickets. Some of the features have gotten better and improved.

Inconvénients

Hubspot has much to learn from the established players in the game such as Zendesk. They lack much on the automation and since Hubspot is a preferred solution in Europe, they should have multiple language support on the knowledgebase. They should also add a smarter layout to the conversations (inbox) to not to seem as cluttered as it is now. More features are needed on the allocation of agents and have more integrations with third-party.

Avantages

Some of the services we really love! For example, the templates and sequences raise productivity and automate everything for you! Conversations and chats have been a huge hit on our website and people seem to love connecting this way. Also, the ability to set up meetings through Hubspot has made the process quicker and easier.

Inconvénients

We did not enjoy the team inbox- it was confusing and we were unable to define who was actually responsible for the mails or had multiple people answering emails for the same contact. We also found the calling feature to have some issues, as it didn't work correctly with our office phones that required extensions.

Avantages

Knowledge Base:
The fact that I can manage my knowledge articles and chat support in one product is fantastic. The new editor for the look and feel of the overall design of the knowledge base is a huge upgrade since the last one! I also really like the reporting so far, it gives the support team a lot of insight into what is working and what is not. The new editor helps you to make super professional-looking articles.

Inconvénients

I think one thing that would have been helpful is to be able to gate the knowledge base based on logins from our own platform, but other than that it was super easy to setup.

Avantages

It's easy to use and intuitive, much like the other Hubspot software modules. It's clean, simple, and the new beta templates are great. I love the drag and drop features as well as the categorical organization.

Inconvénients

The simplicity has some cons - the editing tools aren't as robust as other Hubspot software, but there are new features being added like anchor capabilities and callouts, so that's been helpful!
I hope it continues to expand in its capabilities to be as robust as other knowledge base tools on the market!

Avantages

It's really easy and fast to create new knowledge base articles and get them live. It's also very easy to keep everything organized and Hubspot is always adding new ways to make the knowledge base look better from a user viewpoint.

Inconvénients

The URLs that are auto-created based on the title of the article almost always need to be adjusted.