HubSpot Service Hub Reviews & Pricing

by HubSpot | Founded 2006, Cambridge, MA

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Overview Pricing Benefits Reviews Features

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What is HubSpot Service Hub?

Industry Specialties: Serves all industries.

HubSpot Service Hub, a cloud-based help desk software, centralizes customer support, automates processes, and provides comprehensive analytics. It is designed for businesses of all sizes, particularly those seeking an integrated customer relationship management (CRM) solution.

Key benefits include automated ticket routing, knowledge base creation, live chat and email support, and reporting and analytics. Popular features include ticket tracking, customizable dashboards, and integrations with third-party apps. HubSpot Service Hub consistently receives positive user reviews, highlighting its ease of use, comprehensive functionality, and ability to streamline customer support operations.

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User Sentiment

Based on 870 reviews:

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Product Screenshots and Videos

HubSpot Service Hub Pricing

Based on our most recent analysis, HubSpot Service Hub pricing starts at $90 (Per Seat, Monthly).

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Starting From: $90
Pricing Model: Per Seat, Monthly
Free Trial: Yes, Request for Free

Training Resources

HubSpot Service Hub is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for HubSpot Service Hub:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

HubSpot Service Hub Benefits and Insights

Why use HubSpot Service Hub?

Key differentiators & advantages of HubSpot Service Hub

Personalized Customer Resolutions: Get all service channels and data together on one CRM-powered platform to retain, onboard, support and grow the customer base. Improve CRM and satisfaction rates at every stage.
Flexible Customer Service: Expand team’s capacity through self-service and automation. Eliminate time-consuming and manual processes and allow the team to focus on solving issues and problems. Empower agents to enhance and personalize interactions with customers and build long-term relations.
Save Time: Don’t waste time on data entry and focus on helping customers solve problems. Add routing to tickets and prioritize critical issues first in help desk ticketing.
Faster Resolution: Allow customers to help themselves and reduce the number of support requests by accessing the knowledge base. Convert frequently raised issues and asked questions into a searchable library of videos, articles and documentation so clients can explore them first before reaching agents.

Industry Expertise

HubSpot Service Hub is a comprehensive help desk software solution designed to meet the unique needs of customer service and support teams. It offers a wide range of features, including ticketing, knowledge base management, live chat, and reporting. Service Hub is best suited for businesses that prioritize customer satisfaction and are looking for a tool to help them streamline their support operations and deliver exceptional customer experiences. Its intuitive interface, automation capabilities, and integration with other HubSpot tools make it a valuable asset for businesses of all sizes.

HubSpot Service Hub Reviews

Average customer reviews & user sentiment summary for HubSpot Service Hub:

870 reviews

88%

of users would recommend this product

Synopsis of User Ratings and Reviews

Based on an aggregate of HubSpot Service Hub reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

Seamless CRM Integration: HubSpot Service Hub effortlessly integrates with HubSpot's CRM, providing a comprehensive view of customer interactions and enabling seamless ticket management.
Automated Workflows: The software automates routine tasks such as ticket assignment, email notifications, and follow-ups, freeing up agents to focus on complex issues.
Knowledge Base Functionality: HubSpot Service Hub includes a built-in knowledge base, allowing businesses to create and manage self-service resources for customers, reducing the number of support tickets.
Conversational Ticketing: Agents can communicate with customers directly through email, live chat, and social media, providing a more personalized and efficient support experience.
Reporting and Analytics: HubSpot Service Hub provides robust reporting and analytics capabilities, enabling businesses to track key metrics, identify areas for improvement, and measure the effectiveness of their support operations.

Cons

Lack of Customization: Users have limited options for customizing the interface, workflows, and reporting capabilities to meet their specific needs.
Integration Challenges: HubSpot Service Hub can be challenging to integrate with other business systems, leading to data silos and inefficiencies.
Limited Reporting Capabilities: Users have expressed concerns about the lack of robust reporting features, making it difficult to track and analyze key performance metrics.
Steep Learning Curve: The platform can be complex to navigate and requires a significant investment in training for users to become proficient.
Pricing Concerns: Some users have reported that HubSpot Service Hub's pricing plans can be expensive for small businesses or those with limited budgets.

Researcher's Summary:

HubSpot Service Hub continues to be a popular help desk software, with many users praising its ease of use, comprehensive features, and strong customer support. However, some users have noted that the software can be expensive and may not be the best fit for small businesses with limited budgets.

HubSpot Service Hub's strengths include its user-friendly interface, which makes it easy for even non-technical users to navigate and use. The software also offers a wide range of features, including ticketing, live chat, knowledge base, and reporting. HubSpot Service Hub's customer support is also highly rated by users, with many praising the team's responsiveness and helpfulness.

One of the main weaknesses of HubSpot Service Hub is its cost. The software is more expensive than some of its competitors, and this can be a deterrent for small businesses with limited budgets. Additionally, some users have noted that the software can be complex to set up and configure, which can be a challenge for businesses with limited IT resources.

HubSpot Service Hub differentiates itself from other help desk software products by its focus on customer relationship management (CRM). The software integrates with HubSpot's CRM, which allows businesses to track customer interactions across all channels, including sales, marketing, and support. This can be a valuable feature for businesses that want to get a complete view of their customers and provide a more personalized experience.

HubSpot Service Hub is most suited for businesses that are looking for a comprehensive help desk software solution that integrates with their CRM. The software is also a good fit for businesses that are looking for a user-friendly and easy-to-use solution. However, businesses with limited budgets may want to consider other options, as HubSpot Service Hub can be expensive.

Key Features

Hubspot Service Hub

Live Chat: Help customers on websites in real-time by routing them automatically to the right people on the services team. Build better relationships through detailed and contextual conversations.
Customer Portal: Empower clients to gain ownership over experiences with a safe and secure portal. Keep ticket conversations going with agents and customers to resolve issues faster.
VOIP Calling: Call customers directly from the service hub platform to HubSpot's VoIP software. Take advantage of crystal-clear call quality along with analytics and call logging.
Video Messaging: Build stronger relationships with customers through video chats. Create personalized videos to help customers and seamlessly add them to emails or tickets.
Shared Inbox: Connect team live chat, email, Facebook Messenger and more to a single, universal inbox, so everyone has visibility to reply to and manage conversations in one place.
Team Management: Keep the team productive and organized by ensuring every user has access to suitable applications and assets. Quickly manage and view agent status, permissions and availability across the group.
CRM Integration: Get the required context to help customers succeed. Track client interactions and details automatically with business in a single source accessible to the entire team.
Customer Feedback Surveys: Deploy NPS, CES, CSAT and custom surveys to get a pulse on customer needs and happiness and gather feedback to build better experiences.
Conversation Intelligence: Capture details from every call automatically and analyze team performance and productivity. Unlock coaching and learning opportunities with AI-powered insights.
Forecasting: Make more data-driven decisions with comprehensive forecasts. Create pipelines to monitor upgrades and renewals and better visualize projected performance.
Contact Scoring: Assign scores to contacts to prioritize outreach and track customer health. Use scores to trigger automation, segment lists and more.

Limitations

At the time of this review, these are the limitations according to user feedback:

There can be many layers to get through the product.
No multi-language knowledge base.

Suite Support

Email: Not available.

Phone: (888) 893-7922.

Training: Watch video training at the Academy and get certified. Read how-to-articles, developer documentation, and guides to understand the product better.

Tickets: Not available.