HubSpot

HubSpot Service Hub

Composite Score

8.1 /10

CX Score

8.3 /10

47 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.

Company Details

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Awards & Recognition

HubSpot Service Hub won the following awards in the Knowledge Management category

Filter By

0 Top Rated Capabilities

4 Top Rated Features

Latest Award, 2024

1 Top Rated Capabilities

3 Top Rated Features

2023

0 Top Rated Capabilities

1 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.

85 Likeliness to Recommend

2
Since last award

100 Plan to Renew

87 Satisfaction of Cost Relative to Value

2
Since last award

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Emotional Footprint Overview

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.

+88 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?

0% Negative

8% Neutral

92% Positive

Pros

Respectful
Acts with Integrity
Performance Enhancing
Caring

Feature Ratings

Average 85

Reporting and Analytics

Role-Based Access

Version Control

Multiple File Type Support

Social Features

Rich Text Editor

AI Capabilities

Intelligent Search

Configurable Knowledge Repository

Multi-Language Support

Workflow and Approval Management

Vendor Capability Ratings

Average 83

Ease of IT Administration

Vendor Support

Ease of Data Integration

Availability and Quality of Training

Ease of Implementation

Usability and Intuitiveness

Quality of Features

Business Value Created

Breadth of Features

Ease of Customization

Product Strategy and Rate of Improvement

Also Featured in...

Customer Service - Enterprise

Score 8.7

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

Customer Success

Score 8.4

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

HubSpot Service Hub Reviews

Neha G.

Role: Operations
Industry: Communications
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Feb 2025

Excellent product

Likeliness to Recommend

2 /10

What differentiates HubSpot Service Hub from other similar products?

HubSpot Service Hub stands out with its seamless integration into the HubSpot CRM platform, combining customer service, marketing, and sales tools. It offers a centralized system for ticketing, automation, and customer feedback, while also providing self-service knowledge bases. Unlike some competitors, it focuses on inbound service and deep data analytics.

What is your favorite aspect of this product?

HubSpot Service Hub’s best feature is its seamless integration with HubSpot’s CRM, ensuring a unified customer experience. Its automation tools streamline ticketing and customer support workflows, while the knowledge base enhances self-service options. The intuitive interface, AI-driven insights, and robust reporting make it easy to optimize customer interactions effectively.

What do you dislike most about this product?

HubSpot Service Hub’s main drawback is its pricing, which can be expensive for small businesses. Advanced features like automation and reporting require higher-tier plans. Customization options are somewhat limited compared to competitors. Additionally, its reliance on the HubSpot ecosystem may not suit businesses using diverse third-party tools extensively.

What recommendations would you give to someone considering this product?

Start with the free version to explore its features, and assess if HubSpot’s ecosystem suits your needs. Leverage its CRM integration for a unified customer experience. Invest in higher-tier plans if automation and advanced reporting are essential. Ensure your team is trained to maximize its capabilities, especially for ticketing and workflows.

Pros

Respectful
Helps Innovate
Saves Time
Altruistic

Cons

Less Efficient Service
Under Delivered
Less Friendly Negotiation

Umang T.

Role: Sales Marketing
Industry: Consulting
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2024

AI-powered robust tool to scale customer retention

Likeliness to Recommend

10 /10

What differentiates HubSpot Service Hub from other similar products?

HubSpot Service Hub is AI-powered and omni channel unified toolkit that facilitates businesses to deliver excellent customer value and support which helps the organization to increase higher customer retention that fuels the business growth. HubSpot Service Hub offers various distinct features such as omni channel messaging, integration with HubSpot ecosystem, customer success workspace and feedback management tools that differentiates it from other similar products.

What is your favorite aspect of this product?

HubSpot Service Hub is seamlessly integrated with HubSpot's smart CRM that includes marketing and sales which helps providing comprehensive insights regarding the entire lifecycle and business operations and unify the customer facing teams of the organization. This fosters strong alignment and collaboration among the customer facing teams including marketing and sales team which ensures that organization's customer support and interactions and strongly backed by confidence, context and credibility, which ultimately increases customer retention and fuels business growth. These are my favorite aspect of this product.

What do you dislike most about this product?

HubSpot Marketing Hub is a robust and unified software designed to scale customer support and drive customer retention to fuel business growth. There is nothing as such to dislike about this product.

What recommendations would you give to someone considering this product?

If you are exploring a personalized AI-powered customer service platform that offers various features like omni channel messaging, call tracking and customer interactions tracking, SLA management and user friendly automated customer support tool which can help your business to easily scale customer satisfaction and increase customer retention which fuels business growth and make it scalable, then HubSpot Service Hub is the best tool you can opt for.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Dirk L.

Role: Sales Marketing
Industry: Other
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Feb 2024

Reliable if Not Quite Full Featured CS Tool

Likeliness to Recommend

7 /10

What differentiates HubSpot Service Hub from other similar products?

Primarily cost and as with all Hubspot products the overt availability of training and explainers.

What is your favorite aspect of this product?

The Omnichannel Communications suite. Like the ease with which it integrates with Facebook Messenger has been a real time saver.

What do you dislike most about this product?

The lack of smart cues in this day and age is disorienting to say the least.

What recommendations would you give to someone considering this product?

Don't get frustrated if you run into a problem. The solution or answer you're looking for is definitely already online somewhere.

Pros

Friendly Negotiation
Helps Innovate
Reliable
Performance Enhancing

Cons

Slower Product Innovation
Commodity Features
Less Effective Service

HubSpot Service Hub

What is HubSpot Service Hub?

Company Details

Need Assistance?

Awards & Recognition

HubSpot Service Hub Ratings

85 Likeliness to Recommend

2 Since last award

100 Plan to Renew

87 Satisfaction of Cost Relative to Value

2 Since last award

Emotional Footprint Overview

+88 Net Emotional Footprint

How much do users love HubSpot Service Hub?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Reporting and Analytics Detailed analytics and dashboards on content usage and performance, including how information is accessed and by whom, search query performance, etc.

Role-Based Access Enable different levels of access based on role, allowing different articles to be available only to specific audiences as needed.

Version Control Tracking of document versions with each iteration of document changes.

Multiple File Type Support Write or translate articles to multiple languages and allow users to search in multiple languages to support global customers.

Social Features Social features allow knowledge users to like, rate, comment, or tag knowledge content.

Rich Text Editor Allows users to create and share information using text and other formats such as charts, images, audio, and video, with easy formatting options.

AI Capabilities Artificial intelligence to enhance knowledge management such as automatically tagging content, recognizing duplicate content, and suggesting relevant content.

Intelligent Search Provide user with filters and facets to refine search results, with auto-suggest capabilities, natural language search and search engine indexing.

Configurable Knowledge Repository The solution provides the ability to create, manage, disseminate and archive knowledge articles in a structured format.

Multi-Language Support Write or translate articles to multiple languages and allow users to search in multiple languages to support global customers.

Workflow and Approval Management Ability to model, build, and execute automatic workflows for the purpose of managing content-centric processes.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

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 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.

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.

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.

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.

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.

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.

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.

Also Featured in...

Customer Service - Enterprise

Customer Success

HubSpot Service Hub Reviews

Neha G.

Excellent product

Likeliness to Recommend

Pros

Cons

Umang T.

AI-powered robust tool to scale customer retention

Likeliness to Recommend

Pros

Dirk L.

Reliable if Not Quite Full Featured CS Tool

Likeliness to Recommend

Pros

Cons

Most Popular HubSpot Service Hub Comparisons

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2
Since last award

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Since last award

Feature Ratings

Reporting and Analytics

Role-Based Access

Version Control

Multiple File Type Support

Social Features

Rich Text Editor

AI Capabilities

Intelligent Search

Configurable Knowledge Repository

Multi-Language Support

Workflow and Approval Management

Vendor Capability Ratings

Ease of IT Administration

Vendor Support

Ease of Data Integration

Availability and Quality of Training

Ease of Implementation

Usability and Intuitiveness

Quality of Features

Business Value Created

Breadth of Features

Ease of Customization

Product Strategy and Rate of Improvement