HubSpot Service Hub

Cloud-based customer service solution for firms of all sizes

4.4 /5 (109 reviews) Write a Review!

HubSpot Service Hub Overview

What is HubSpot Service Hub?

HubSpot Service Hub is a cloud-based customer service platform, which is designed to simplify processes for managing customer queries and improving client engagement for businesses of all sizes. It allows users to connect with customers through live chat, one-to-one customer communications, conversational bots, canned responses and more.

Key features of HubSpot Service Hub include customer feedback, surveys, insights, reporting, alerts, a customer database, knowledge base, goal management, and team email aliases. Businesses can use the platform to quickly answer customer queries by sending help documentation, recording short videos and creating custom email templates based on specific queries. It comes with an unified inbox, which records all communication and provides a full history of customer service for other representatives to refer to in similar cases.

With automated customer marketing emails and a searchable knowledge base, HubSpot Service Hub enables businesses to retain customers through streamlined, self-service access to case resolutions. It facilitates integration with several third-party applications such as Salesforce, HelloSign, Slack, GoToWebinar, CallRail, Typeform, Hotjar, Klipfolio, Lucky Orange, and more.

HubSpot Service Hub Overview

Pricing

Starting from
$0.00/month

Pricing options

Free Trial
Subscription
Value for money

HubSpot Service Hub is free to get started and will grow with you.
Service Hub Starter starts at $50 per month.
Service Hub Professional starts at $400 per month.
Service Hub Enterprise starts at $1,200 per month.
See more information here: https://www.hubspot.com/pricing/service?edition=starter&term=monthly


HubSpot Service Hub Features

Devices
Business size
S M L
Markets
United States, Canada, Australia, India, Japan, Germany
Supported Languages
English

Media

HubSpot Service Hub customer loyalty screenshot
HubSpot Service Hub emails screenshot
HubSpot Service Hub knowledge base screenshot
HubSpot Service Hub video HubSpot Service Hub screenshot: HubSpot Service Hub customer loyalty screenshot HubSpot Service Hub screenshot: HubSpot Service Hub emails screenshot HubSpot Service Hub screenshot: HubSpot Service Hub knowledge base screenshot

HubSpot Service Hub Reviews

HubSpot Service Hub Reviews

Overall rating
4.4
/
5
Excellent
52

Very good
50

Average
6

Poor
1

Terrible
0

Value for Money
4.2
Features
4
Ease of Use
4.4
Customer Support
4.6
94% recommended this app
Josh A.

Hubspot Service Hub

Overall, Service Hub has been a pleasantly surprising experience.


Brigitte S.

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.


Ella H.

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


Rachel H.

Good Overall, Can be Overwhelming/Cluttered, Still Improving

We are still new to the Service Hub, which is HubSpot's newest hub, but I see great potential as we continue to learn and customize our instance, and as HubSpot continues to improve Service Hub.


Laci C.

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.


Josh A.
Industry: Information Technology & Services
Company size: 11-50 Employees

Hubspot Service Hub

Used Weekly for 6-12 months
Reviewed on 11/12/2019
Review Source: Capterra

Overall, Service Hub has been a pleasantly surprising experience.

Pros

We were already using the CRM features of Hubspot and liked the idea of combining with our service desk. We automatically create tickets from chats, which makes dropping the ball on tickets harder to do. The knowledge base is flexible, and the layout templates allowed us to get on-brand.

Cons

I'd love to see an OAuth option in the future to put our knowledge base behind a login.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Brigitte S.
Industry: E-Learning
Company size: 11-50 Employees

Great choice for scaling up your Support Teams

Used Daily for 1-5 months
Reviewed on 1/30/2020
Review Source: Capterra

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.

Pros

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.

Cons

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Ella H.
Industry: Pharmaceuticals
Company size: 11-50 Employees

Its good CRM but is more suited for Marketing rather than a Service Role

Used Daily for 6-12 months
Reviewed on 10/21/2019
Review Source: Capterra

It has some great functions but compared to some other CRM services it is limited and sometimes difficult to navigate

Pros

Easy to retrieve all of the information on a customer. Can keep all the records/notes/emails all under one email address.

Cons

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 4.0/10

Rachel H.
Industry: Computer Software
Company size: 51-200 Employees

Good Overall, Can be Overwhelming/Cluttered, Still Improving

Used Weekly for 1-5 months
Reviewed on 12/3/2019
Review Source: Capterra

We are still new to the Service Hub, which is HubSpot's newest hub, but I see great potential as we continue to learn and customize our instance, and as HubSpot continues to improve Service Hub.

Pros

The ticketing side of HubSpot Service Hub is very flexible conveniently and seamlessly integrated with the HubSpot CRM. The line is blurred between ticket and conversation, which makes interactions with leads and customers more human (HubSpot's whole mission, essentially). There are good integrations with Calendly (new!), Appcues, Gmail, etc. plus the native features such as tracking knowledge base views, opens and clicks on emails, logging calls, etc. that make HubSpot a central record of all customer interaction and give us visibility on the whole journey. Associating a ticket with a CRM record (contact, company, deal) is easy and extremely flexible (unlike a help desk tool I've used before): in HubSpot there doesn't have to be an exact 1:1 relationship between all those things. We can just associate whatever message with whatever record it is actually associated with (helpful for cases like consultants who use our software themselves but also help out with other users' accounts). Plus, a couple other details: 1. being able to respond to live chat in Slack is great; ultimately, you need to view the customer/lead details in HubSpot anyway, but it's good to be able to send a quick, "Hi there, let me look into that for you!" even when I'm not on the chat page in HubSpot yet; 2. the "board" view vs. the "table" view for tickets is great to visualize the pipeline. Overall, I am pleased so far, and HubSpot shows a desire to improve this tool further.

Cons

The radical flexibility and pulling all information about the customer together can get overwhelming and clutter up the screen. Luckily, you can filter out whatever you don't want to see very easily, but it's hard to know what to filter out if you're not looking at all of it to begin with. The knowledge base is not nearly as flexible as the other parts of the tool, e.g. you can't have multiple knowledge bases, and there is very little ability to customize the look/feel (although they are improving this part). Some other things that are strangely inflexible: the support/ticket form (we opted to use a marketing form instead and build a workflow to trigger a ticket, at our HubSpot account manager's recommendation!); and teams (agents can only be on one team and can only view tickets for their own team).

Rating breakdown

Ease of Use

Likelihood to recommend: 8.0/10

Laci C.
Industry: Internet
Company size: 11-50 Employees

A Great Platform that is Only Getting Better

Used Daily for 1+ year
Reviewed on 10/25/2019
Review Source: Capterra

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.

Pros

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.

Cons

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

User recommendation
8.3/10
Based on 109 user ratings
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HubSpot Service Hub Pricing

HubSpot Service Hub Pricing

Starting from
$0.00/month
Free Trial
Subscription
Value for money

HubSpot Service Hub is free to get started and will grow with you.
Service Hub Starter starts at $50 per month.
Service Hub Professional starts at $400 per month.
Service Hub Enterprise starts at $1,200 per month.
See more information here: https://www.hubspot.com/pricing/service?edition=starter&term=monthly

HubSpot Service Hub is free to get started and will grow with you.
Service Hub Starter starts at $50 per month.
Service Hub Professional starts at $400 per month.
Service Hub Enterprise starts at $1,200 per month.
See more information here: https://www.hubspot.com/pricing/service?edition=starter&term=monthly

Value for Money
4.2/5
Based on 109 user ratings
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HubSpot Service Hub Features

HubSpot Service Hub Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4/5
Based on 109 user ratings
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Categories

Additional information for HubSpot Service Hub

Additional information for HubSpot Service Hub

Key features of HubSpot Service Hub

  • Alerts / Escalation
  • Appointment Management
  • Auto-Responders
  • Automatic Customer Notices
  • Communication Management
  • Customer Database
  • Customer Experience Management
  • Customizable Branding
  • Document Storage
  • Email Integration
  • Knowledge Base
  • Mobile Access
  • Multi-Channel Communication
  • Surveys & Feedback
  • Third Party Integration
  • Ticket Management

Benefits

• Turn customers into promoters with communication tools for carrying out conversational, contextual, interactions.

• Facilitate collaboration through the Conversations inbox which gives all team members a contextual overview of a customer's history and previous interactions.

• Turn chats and emails into actionable tickets which can be prioritized, categorized, and tracked, in order to facilitate end-to-end customer service.

• Aid customers with self-service resolutions by creating a custom Helpdesk and knowledge base for customers to access online.

• Utilize HubSpot Service Hub's feedback and advocacy tools to gather insight into customer sentiment and identify areas for improvement.

HubSpot Service Hub FAQs

HubSpot Service Hub FAQs

Below are some frequently asked questions for HubSpot Service Hub.

Q. What type of pricing plans does HubSpot Service Hub offer?

HubSpot Service Hub offers the following pricing plans:

Starting from: $0.00/month

Pricing model: Subscription

Free Trial: Available

HubSpot Service Hub is free to get started and will grow with you. Service Hub Starter starts at $50 per month. Service Hub Professional starts at $400 per month. Service Hub Enterprise starts at $1,200 per month. See more information here: https://www.hubspot.com/pricing/service?edition=starter&term=monthly

Q. What are the main features of HubSpot Service Hub?

HubSpot Service Hub offers the following features:

  • Alerts / Escalation
  • Appointment Management
  • Auto-Responders
  • Automatic Customer Notices
  • Communication Management
  • Customer Database
  • Customer Experience Management
  • Customizable Branding
  • Document Storage
  • Email Integration
  • Knowledge Base
  • Mobile Access
  • Multi-Channel Communication
  • Surveys & Feedback
  • Third Party Integration
  • Ticket Management

Q. Who are the typical users of HubSpot Service Hub?

HubSpot Service Hub has the following typical customers:

, ,

Q. What languages does HubSpot Service Hub support?

HubSpot Service Hub supports the following languages:

English

Q. What type of pricing plans does HubSpot Service Hub offer?

HubSpot Service Hub has the following pricing plans:

Subscription

Q. Does HubSpot Service Hub support mobile devices?

We do not have any information about what devices HubSpot Service Hub supports

Q. What other apps does HubSpot Service Hub integrate with?

HubSpot Service Hub integrates with the following applications:

Brilliant Assessments, CloudTalk, ONEiO, Salesmachine, SurveyMonkey, Trelica, Woopra, Wordpress, iorad, xTuple

Q. What level of support does HubSpot Service Hub offer?

HubSpot Service Hub offers the following support options:

Phone Support, Online Support, FAQs, Knowledge Base