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

Adarsh P.

Role: Information Technology
Industry: Agriculture
Involvement: Vendor Management and Renewal

Validated Review

Verified Reviewer

Submitted May 2025

"A Powerful, User-Friendly Support Tool"

Likeliness to Recommend

8 /10

What differentiates HubSpot Service Hub from other similar products?

HubSpot Service Hub stands out from other customer service platforms by seamlessly integrating with the entire HubSpot ecosystem that is CRM, marketing, and sales, thereby making it easy for teams to get a full view of the customer journey in one place. What makes it unique is how user-friendly and intuitive it is, even for non-tech teams, while still offering powerful tools like a shared inbox, knowledge base, live chat, and automation. It’s built with the philosophy of helping businesses not just solve tickets, but genuinely improve customer experience and foster long-term relationships.

What is your favorite aspect of this product?

My favorite aspect of HubSpot Service Hub is how effortlessly it brings everything together in one place lile customer conversations, support tickets, and feedback which are all tied directly to the CRM. This means teams can deliver personalized, efficient support without juggling multiple tools or losing context. I also really like how easy it is to automate repetitive tasks, which frees up time for teams to focus on more meaningful customer interactions. It feels like the tool was built with both the customer and the support team in mind.

What do you dislike most about this product?

What I dislike most about HubSpot Service Hub is that some of its more advanced features, like custom reporting or sophisticated automation, are locked behind higher-tier plans, which can get expensive for smaller teams or startups. While the platform is incredibly user-friendly and powerful, the pricing can be a barrier to fully unlocking its potential unless you're ready to invest more. It would be great if a few more of those advanced tools were available in the lower tiers to make it more accessible.

What recommendations would you give to someone considering this product?

If you’re considering HubSpot Service Hub, I’d recommend first clearly defining your support goals and understanding how deeply you want your service tools to connect with sales and marketing. HubSpot shines when used as part of its broader ecosystem, so if you’re already using or plan to use HubSpot CRM or Marketing Hub, it’s a no-brainer. Also, take advantage of the free trial and explore the automation features, shared inbox, and knowledge base to see how they fit your workflow. Just keep an eye on the pricing tiers so you know what features you’re getting—and what might cost extra down the line.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Sanya F.

Role: Information Technology
Industry: Consulting
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Mar 2025

HubSpot All-In-One CRM Solution

Likeliness to Recommend

10 /10

What differentiates HubSpot Service Hub from other similar products?

For me, the major thing that differentiate HubSpot from other similar products is the All-In-One solution that it offers like powerful integrated crm, sales, marketing, training, social media marketing, lead generation, and others.

What is your favorite aspect of this product?

My favorite aspect of HubSpot is the integration and data transfer process. I'm really love the automation aspect too!

What do you dislike most about this product?

The only thing that I really dislike about HubSpot is the price which may go up as your contact list or subscribers become bigger, Also, some advanced features only available to the guys in the industry

What recommendations would you give to someone considering this product?

If you're looking for a CRM software that can has all-in-one features and can handle your business without muct human effort, go for HUBSPOT!

Pros

Helps Innovate
Continually Improving Product
Reliable
Enables Productivity

Tony F.

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

Validated Review

Verified Reviewer

Submitted Jul 2024

quick to use easy to learn

Likeliness to Recommend

8 /10

What differentiates HubSpot Service Hub from other similar products?

Pros

Helps Innovate
Continually Improving Product
Reliable
Enables Productivity

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

Adarsh P.

"A Powerful, User-Friendly Support Tool"

Likeliness to Recommend

Pros

Sanya F.

HubSpot All-In-One CRM Solution

Likeliness to Recommend

Pros

Tony F.

quick to use easy to learn

Likeliness to Recommend

Pros

Most Popular HubSpot Service Hub Comparisons

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Freshdesk

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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