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

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

HubSpot Service Hub Reviews

Laurane M.

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

Validated Review

Verified Reviewer

Submitted Jul 2021

Nice and complete.

Likeliness to Recommend

8 /10

What differentiates HubSpot Service Hub from other similar products?

I have no fair comparison in mind

What is your favorite aspect of this product?

Easy to use

What do you dislike most about this product?

Tickets are different objects as conversations

What recommendations would you give to someone considering this product?

Think of how you want to manage customer service requests : is it with tickets and pipelines? Not at all? Consider your needs before diving into product demos

Pros

Respectful
Trustworthy
Helps Innovate
Continually Improving Product

Cons

Less Generous
Vendor's Interest First
Under Delivered

Rick R.

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

Validated Review

Verified Reviewer

Submitted Jul 2021

Easy to use with great cohesion across departments

Likeliness to Recommend

8 /10

What differentiates HubSpot Service Hub from other similar products?

HubSpot focuses a lot on the entire customer lifecycle, which is rare for CS software. It is also easy to set up and administer while still providing a growing number of features to take your team to the next level.

What is your favorite aspect of this product?

The service and ease of use for team members.

What do you dislike most about this product?

On the service side, there are a few key missing features that are still up and coming.

What recommendations would you give to someone considering this product?

If you have a huge IT admin team that can custom design things for you, HubSpot is likely not what you need for support. If you want some great functionality and ease of use for you and your team, Service Hub is great for you. Also, know that Service Hub is one of their newest features and gets significantly improved features every release, so it isn't software going stagnant, and will likely enable it to grow with your team.

Pros

Continually Improving Product
Reliable
Enables Productivity
Trustworthy

Tyler G.

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

Validated Review

Verified Reviewer

Submitted Jul 2021

World-class UX/UI & features tied to HubSpot CRM

Likeliness to Recommend

7 /10

What differentiates HubSpot Service Hub from other similar products?

HubSpot sets itself apart because it integrates deeply with HubSpot CRM and reporting functions.

What is your favorite aspect of this product?

I love that tickets are extremely flexible and that ticket based automation flows (Workflows) can be set to do almost anything.

What do you dislike most about this product?

Service hub could use more robust features like screenshots (Usersnap) and more advanced chatbots (Ada).

What recommendations would you give to someone considering this product?

I would recommend using professional or Enterprise versions of the products and make sure you have workflows. That's where the real power lies. Be sure and understand properties and keep things simple.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

HubSpot Service Hub

What is HubSpot Service Hub?

Company Details

Need Assistance?

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

Laurane M.

Nice and complete.

Likeliness to Recommend

Pros

Cons

Rick R.

Easy to use with great cohesion across departments

Likeliness to Recommend

Pros

Tyler G.

World-class UX/UI & features tied to HubSpot CRM

Likeliness to Recommend

Pros

Most Popular HubSpot Service Hub Comparisons

Confluence

Freshdesk

Zendesk for Service

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