En savoir plus sur HubSpot Service Hub
HubSpot Service Hub - Prix
HubSpot Service Hub est disponible en version gratuite et propose un essai gratuit. La version payante de HubSpot Service Hub est disponible à partir de 50,00 $US/mois.
Produits similaires à HubSpot Service Hub
HubSpot Service Hub - Avis
Évaluation des fonctionnalités
- Secteur d'activité : Logiciels
- Taille de l'entreprise : 2–10 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Great tool for tracking our customers and making sure we are staying on track
Our customers love being able to use the chat and have a knowledge base where they can search for how to resolve taks.
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.
- Secteur d'activité : Marketing et publicité
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
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Provenance de l'avis
A great way to manage support tickets!
Overall, once we got past set up, it has really streamlined our support processes! Would recommend.
Avantages
I love how easy it is to manage tickets. Tickets come in through our website and our support team is automatically notified, the tickets are assigned a team member and populated on a nice workflow so no request falls through the cracks. Roping in team members is easy for behind the scenes communication and the analytics are really cool how they track monthly tickets closed, tickets closed by team members, how long it takes to close tickets on avg, etc.
Inconvénients
Set up can really tricky. We had to hire a 3rd party team that met with our team and walked us through set up. With the potential for all the hubspot offers, there is some complexity.
Alternatives envisagées
Zendesk SuitePourquoi choisir HubSpot Service Hub
We still use monday.com for task tracking but for service related tickets, hubspot is just much more powerful.Logiciel antérieur
monday.comPourquoi passer à HubSpot Service Hub
Hubspot seemed more powerful and trusted.- Secteur d'activité : Produits pharmaceutiques
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
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Provenance de l'avis
Its good CRM but is more suited for Marketing rather than a Service Role
It has some great functions but compared to some other CRM services it is limited and sometimes difficult to navigate
Avantages
Easy to retrieve all of the information on a customer. Can keep all the records/notes/emails all under one email address.
Inconvénients
The ticket system is not designed for high volume. You can't see if another team member is in the ticket. If the customer replies back to an closed to ticket it doesn't reopen so we miss emails unless we are double checking our notifications.
Limited reporting.
- Secteur d'activité : Internet
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant plus d'un an
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Provenance de l'avis
A Great Platform that is Only Getting Better
Outside of streamlining our processes, Hubspot Service Hub saved our peak season within the first year of use. The function of having tickets and having easy to build forms and workflows that create tickets, allowed my sales team to spend less time gathering what information that they thought would be helpful to my service team and gathering the exact info that was actually needed. But that was just the tip of the iceberg of benefits. Tickets allowed all of our customer service inquiries in one easy to navigate place. Requests were not slipping through the cracks because they were coming in from every direction and we could see at a glance where we were with solving each issue. The Knowledge Base feature is a good tool that we look forward to seeing improvements in the future. We have not gotten our feet wet enough on surveys to leave a full thought on it but are planning to dive into those services within the calendar year.
Avantages
Hubspot Service Hubs allows my team to be on the same page. We can not only see what everyone is working on and assist where needed but the resources available to my team members and therefore to our customers are all in the same space. It makes streamlining business practices much easier than we had experienced in the past.
Inconvénients
The software lacks a couple of keys features and the timelines/feeds are not the most efficient presentation as far as finding what you are looking for. For example, if we tag a user in a ticket who is coming into the ticket fresh, we've found that it's difficult for them to get caught up in an easy manner. It takes a little digging. that being said, Hubspot is continuously updating the software on the back end with the items that the Hubspot Community of users upvotes as important to the,m. This has created a trust in Hubspot that these hiccups will be adjusted and the user platform will continue to improve month to month.
- Secteur d'activité : E-learning
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
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Provenance de l'avis
Great choice for scaling up your Support Teams
I have really appreciated the Customer Support provided by HubSpot; they are quick to find resolutions to problems, and their support team is courteous and friendly. The ease of use of the product, despite some shortcomings, will allow our Support team to automate more and scale up faster and more effectively.
Avantages
I love how convenient it is to make filters to see your tickets, change the status or update ticket fields, add "Snippets" for responses frequently used, and how easily conversations are looped together without creating duplicate tickets. Even duplicate tickets can be merged together seamlessly!
I also love how easy it was to create and edit a "Contact Us" form, along with creating the workflow for the response email. It really gives us the power to do more with fewer technical skills needed.
Inconvénients
I would like for them to improve how companies are added to inbound customers who may not already be in the CRM; it is harder to automate/add to pipelines, as we are a B2B company, and the users of our product are most often not already in the CRM.
I would also love to be able to edit the email content previous to my responses; oftentimes our Client Success Managers will send emails forwarding a request from a customer, and I have to copy the previous email sent to exclude the instructions from the CSM. It takes a little extra time.
The other item I would like to be able to do is to paste small excel tables into the body of an email; I've had to switch to attaching the excel documents or reformatting the content to be in the style of bullets.
