HubSpot

HubSpot Service Hub

Composite Score

8.7 /10

CX Score

8.8 /10

66 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

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0 Top Rated Capabilities

4 Top Rated Features

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.

88 Likeliness to Recommend

100 Plan to Renew

85 Satisfaction of Cost Relative to Value

1
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.

+90 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?

2% Negative

7% Neutral

91% Positive

Pros

Enables Productivity
Respectful
Helps Innovate
Acts with Integrity

Feature Ratings

Average 86

Social Features

Reporting and Analytics

AI Capabilities

Intelligent Search

Multiple File Type Support

Version Control

API Integration

Workflow and Approval Management

Configurable Knowledge Repository

Role-Based Access

Rich Text Editor

Vendor Capability Ratings

Average 85

Ease of Data Integration

Ease of Implementation

Ease of IT Administration

Availability and Quality of Training

Quality of Features

Usability and Intuitiveness

Vendor Support

Business Value Created

Breadth of Features

Product Strategy and Rate of Improvement

Ease of Customization

Also Featured in...

Customer Success

Score 8.9

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

Customer Service - Enterprise

Score 8.8

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HubSpot Service Hub Reviews

Elizabeth H.

Role: C-Level
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2022

gets the job done

Likeliness to Recommend

10 /10

What differentiates HubSpot Service Hub from other similar products?

fairly easy to set up and implement

What is your favorite aspect of this product?

cost effective

What do you dislike most about this product?

wish it integrated with our VOIP phone service

What recommendations would you give to someone considering this product?

do a demo, ask lots of questions

Pros

Reliable
Enables Productivity
Appreciates Incumbent Status
Security Protects

Lawrence G.

Role: Information Technology
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2022

marketing, sales, and customer relationship tool,

Likeliness to Recommend

9 /10

What differentiates HubSpot Service Hub from other similar products?

It provides a workable free version to use and the user interface is intuitive. It provides great email integration features to use and its tracking email feature is good which tells when the email opens.

What is your favorite aspect of this product?

The support is great and helpful. They keep communicating with you until the issue is resolved. Their technologies are up to date and according to trends. Their training sessions are available so you can quickly learn from there and it offers core CRM features for free with add-on features as compared to similar products that only provide limited days free trial.

What do you dislike most about this product?

It is a little bit costly as compared to other similar platforms, and it has a limitation in email address per contact.

What recommendations would you give to someone considering this product?

It is well suited for a large business that can afford good Customer management software for their company. It did not only help our company as CRM but in sales and marketing too. It helped us increase our business in a better way. It helped us in making sales and marketing decisions in a better way. The overall platform helped us a lot in the different operations of our organization.

Pros

Helps Innovate
Performance Enhancing
Enables Productivity
Trustworthy

Eleonora A.

Role: Sales Marketing
Industry: Other
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Feb 2022

It works in conjunction with other tools

Likeliness to Recommend

9 /10

What differentiates HubSpot Service Hub from other similar products?

It is a platform that visualizes and automates the gathering and analysis of all forms of consumer information and activities, such as new leads and current customers. Efficiency and information accuracy were boosted by automated activities which were previously handled manually. Following the launch, the collaboration between the sales and marketing departments became fluid.

What is your favorite aspect of this product?

I believe it has all of the required elements, such as benefits, favorite features, form generating, email newsletter production/distribution, and lead management. Dashboard functionality Sales activity (calls, emails, number of deals, etc.) may now be measured and controlled in the dashboard utilizing the dashboard function. Each lead has an activity history feature. By collecting what type of website they are seeing, you may identify whether you are a person or a person who has not yet viewed the information and create a chat.

What do you dislike most about this product?

While you may specify different rules, you may discover that the combinations are unique and difficult to create, or that the movement is onerous. It would be preferable if the design were a little simpler.

What recommendations would you give to someone considering this product?

It is possible to measure sales activities (calls, emails, number of discussions, etc.) and manage them in the dashboard by utilizing the dashboard feature. In our firm, the aforementioned activities are accounted for each transaction (= transaction), and the communication from the initial action, such as the DL document, to the closing, may be quantified. However, while we were able to "visualize" the number of actions taken by each member and sales team, it appears that the barrier to statistical "visualization" is a bit higher.

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Enables Productivity

HubSpot Service Hub

What is HubSpot Service Hub?

Company Details

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Awards & Recognition

HubSpot Service Hub Ratings

88 Likeliness to Recommend

100 Plan to Renew

85 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+90 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

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

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

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.

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

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

API Integration API integrations with enterprise apps e.g. collaboration/communication tools, CRM, ECM, and existing knowledge sources allow access to content in multiple ways.

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

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

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

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.

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

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

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.

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

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.

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.

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.

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.

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.

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.

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.

Also Featured in...

Customer Success

Customer Service - Enterprise

HubSpot Service Hub Reviews

Elizabeth H.

gets the job done

Likeliness to Recommend

Pros

Lawrence G.

marketing, sales, and customer relationship tool,

Likeliness to Recommend

Pros

Eleonora A.

It works in conjunction with other tools

Likeliness to Recommend

Pros

Most Popular HubSpot Service Hub Comparisons

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Zoho Desk

Guru

KnowledgeOwl

1
Since last award

Feature Ratings

Social Features

Reporting and Analytics

AI Capabilities

Intelligent Search

Multiple File Type Support

Version Control

API Integration

Workflow and Approval Management

Configurable Knowledge Repository

Role-Based Access

Rich Text Editor

Vendor Capability Ratings

Ease of Data Integration

Ease of Implementation

Ease of IT Administration

Availability and Quality of Training

Quality of Features

Usability and Intuitiveness

Vendor Support

Business Value Created

Breadth of Features

Product Strategy and Rate of Improvement

Ease of Customization