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HubSpot

HubSpot Service Hub

Composite Score

8.8 /10

CX Score

9.0 /10

325 Reviews Write a Review

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In Partnership With SelectHub

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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.

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Awards & Recognition

HubSpot Service Hub won the following awards in the Customer Service - Enterprise category

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2025 Data Quadrant Champion

Latest Award, 2025

9 Top Rated Capabilities

10 Top Rated Features

Latest Award, 2025

2024 Emotional Footprint Champion

2024

Strategy and Innovation
Service Experience
Product Impact
Contract Negotiation
Conflict Resolution

2024

2024 Data Quadrant Champion

2024

8 Top Rated Capabilities

10 Top Rated Features

2024

2023 Emotional Footprint Champion

2023

Strategy and Innovation
Service Experience
Product Impact
Conflict Resolution

2023

2023 Data Quadrant Champion

2023

7 Top Rated Capabilities

11 Top Rated Features

2023

2022 Emotional Footprint Champion

2022

Service Experience
Conflict Resolution

2022

2022 Data Quadrant Champion

2022

5 Top Rated Capabilities

10 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.

89 Likeliness to Recommend

97 Plan to Renew

81 Satisfaction of Cost Relative to Value

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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.

+91 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?

1% Negative

6% Neutral

93% Positive

Pros

Respectful
Performance Enhancing
Enables Productivity
Fair

Feature Ratings

Average 82

Customer Service Knowledge Management

Customer Community Management

Customer Self Service Capabilities

Agent Scripting

Contact Center Integration

Analytics and Reporting

Multi Channel Support

Intelligent Search

Agent Collaboration

Customer Service Workflow Management

Mobile Customer Care

Vendor Capability Ratings

Average 82

Ease of Implementation

Business Value Created

Quality of Features

Usability and Intuitiveness

Ease of Data Integration

Ease of IT Administration

Availability and Quality of Training

Vendor Support

Product Strategy and Rate of Improvement

Breadth of Features

Ease of Customization

Also Featured in...

Customer Success

Score 9.1

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

Knowledge Management

Score 8.8

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HubSpot Service Hub Reviews

Sue M.

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

Validated Review

Verified Reviewer

Submitted Oct 2021

Useful for organizing email threads and tasks

Likeliness to Recommend

9 /10

What differentiates HubSpot Service Hub from other similar products?

HubSpot is my first real experience with this kind of ticketing system. It's user-friendly and easy to learn the basics, and so far we've been able to tweak it once in awhile to better manage our workflow needs

What is your favorite aspect of this product?

Being able to see which tickets need to be dealt with at any point throughout the day

What do you dislike most about this product?

The search function isn't as comprehensive as I'd like

What recommendations would you give to someone considering this product?

Learn about customizations you can make to enhance the features of this platform and use them more effectively to better manage your workflow

Pros

Reliable
Performance Enhancing
Enables Productivity
Unique Features

Niamh E.

Role: Operations
Industry: Gaming and Hospitality
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Oct 2021

Increases productivity while being easy to use

Likeliness to Recommend

9 /10

What differentiates HubSpot Service Hub from other similar products?

Ease of use along with extensive opportunity to customise views and goals to provide a well rounded customer service tool.

What is your favorite aspect of this product?

Being able to change to Kanban view to easily see new customer queries as well as being able to follow up with current tickets

What do you dislike most about this product?

Can only view 100 tickets per column. Search feature not always accurate or helpful

What recommendations would you give to someone considering this product?

Do the hubspot training to ensure you know how to use it to its fullest. Only being able to do the basic won't be as beneficial

Pros

Reliable
Performance Enhancing
Enables Productivity
Trustworthy

Zaddock M.

Role: Finance
Industry: Banking
Involvement: Initial Implementation

Validated Review

Verified Reviewer

Submitted Oct 2021

Powerful and most trusted service hub

Likeliness to Recommend

10 /10

What differentiates HubSpot Service Hub from other similar products?

HubSpot Service Hub is a single platform for sales and service teams with the flexible customer knowledge base for customer to help themselves like Live Chats and Bots.

What is your favorite aspect of this product?

The interface is user friendly. Easy to create and manage tickets from chats. Flexible HubSpot Service Hub knowledge base. Integrates well with other products like HubSpot CRM. Easy to retrieve information on a customer. Excellent customer support to resolve technical issues.

What do you dislike most about this product?

Great tool with all the features to fulfil the requirements of service and product teams. No dislikes.

What recommendations would you give to someone considering this product?

Great tool which will enable customer service team to work more efficiently and manage a great amount of inquires for a faster business growth.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

HubSpot Service Hub

What is HubSpot Service Hub?

Company Details

Book a Free Demo Today!

Awards & Recognition

2025 Data Quadrant Champion

2024 Emotional Footprint Champion

2024 Data Quadrant Champion

2023 Emotional Footprint Champion

2023 Data Quadrant Champion

2022 Emotional Footprint Champion

2022 Data Quadrant Champion

HubSpot Service Hub Ratings

89 Likeliness to Recommend

97 Plan to Renew

81 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+91 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

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Customer Community Management Creation and management of branded and focussed user communities.

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and service professionals e.g. team-based customer service.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

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

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.

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.

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.

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

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.

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.

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.

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.

Also Featured in...

Customer Success

Knowledge Management

HubSpot Service Hub Reviews

Sue M.

Useful for organizing email threads and tasks

Likeliness to Recommend

Pros

Niamh E.

Increases productivity while being easy to use

Likeliness to Recommend

Pros

Zaddock M.

Powerful and most trusted service hub

Likeliness to Recommend

Pros

Most Popular HubSpot Service Hub Comparisons

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Freshdesk

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Zoho Desk

Oracle Service

Feature Ratings

Customer Service Knowledge Management

Customer Community Management

Customer Self Service Capabilities

Agent Scripting

Contact Center Integration

Analytics and Reporting

Multi Channel Support

Intelligent Search

Agent Collaboration

Customer Service Workflow Management

Mobile Customer Care

Vendor Capability Ratings

Ease of Implementation

Business Value Created

Quality of Features

Usability and Intuitiveness

Ease of Data Integration

Ease of IT Administration

Availability and Quality of Training

Vendor Support

Product Strategy and Rate of Improvement

Breadth of Features

Ease of Customization