Josh A. Especialidade: Serviços e tecnologia da informação Número de funcionários: 11-50 funcionários
Overall, Service Hub has been a pleasantly surprising experience.
We were already using the CRM features of Hubspot and liked the idea of combining with our service desk. We automatically create tickets from chats, which makes dropping the ball on tickets harder to do. The knowledge base is flexible, and the layout templates allowed us to get on-brand.
I'd love to see an OAuth option in the future to put our knowledge base behind a login.
Laci C. Especialidade: Internet Número de funcionários: 11-50 funcionários
Outside of streamlining our processes, Hubspot Service Hub saved our peak season within the first year of use. The function of having tickets and having easy to build forms and workflows that create tickets, allowed my sales team to spend less time gathering what information that they thought would be helpful to my service team and gathering the exact info that was actually needed. But that was just the tip of the iceberg of benefits. Tickets allowed all of our customer service inquiries in one easy to navigate place. Requests were not slipping through the cracks because they were coming in from every direction and we could see at a glance where we were with solving each issue. The Knowledge Base feature is a good tool that we look forward to seeing improvements in the future. We have not gotten our feet wet enough on surveys to leave a full thought on it but are planning to dive into those services within the calendar year.
Hubspot Service Hubs allows my team to be on the same page. We can not only see what everyone is working on and assist where needed but the resources available to my team members and therefore to our customers are all in the same space. It makes streamlining business practices much easier than we had experienced in the past.
The software lacks a couple of keys features and the timelines/feeds are not the most efficient presentation as far as finding what you are looking for. For example, if we tag a user in a ticket who is coming into the ticket fresh, we've found that it's difficult for them to get caught up in an easy manner. It takes a little digging. that being said, Hubspot is continuously updating the software on the back end with the items that the Hubspot Community of users upvotes as important to the,m. This has created a trust in Hubspot that these hiccups will be adjusted and the user platform will continue to improve month to month.
Avaliador Verificado Especialidade: Esportes Número de funcionários: 11-50 funcionários
Great experience and hard to find any faults as the features continued to be improved over time
It’s a great continuation of marketing/sales hub and provides a central place for cross team customer management and a central contact record.
The knowledge base and ticketing/pipeline feature also provides and easy way for customers to self answer or find the help they need
There aren’t many downsides to the software. It might have some limits compared to a dedicated service tool but the fact it’s part of the hubspot suite makes up for it
Ella H. Especialidade: Indústria farmacêutica Número de funcionários: 11-50 funcionários
It has some great functions but compared to some other CRM services it is limited and sometimes difficult to navigate
Easy to retrieve all of the information on a customer. Can keep all the records/notes/emails all under one email address.
The ticket system is not designed for high volume. You can't see if another team member is in the ticket. If the customer replies back to an closed to ticket it doesn't reopen so we miss emails unless we are double checking our notifications.
Brooke W. Especialidade: E-Learning Número de funcionários: 2-10 funcionários
I've been working with Hubspot along with the rest of my team for 4 months and it's only getting better. There is a LOT to explore and it's so easy to have everything working together.
Working with hubspot has made managing our customers much more easy. I have the ability to create surveys and see which users a replying, create automated messages, tag team members in tickets and more.
The ticketing feature is not as advanced as other services but it makes it easy when all contacts are in the hubspot CRM