HubSpot Service Hub

Cloud-based customer service solution for firms of all sizes

About HubSpot Service Hub

HubSpot Service Hub is a cloud-based customer service platform, which is designed to simplify processes for managing customer queries and improving client engagement for businesses of all sizes. It allows users to connect with customers through live chat, one-to-one customer communications, conversational bots, canned responses and more.

Key features of HubSpot Service Hub include customer feedback, surveys, insights, reporting, alerts, a customer database, knowledge base, goal management, and team email aliases. Businesses can use the platform to quickly answer customer queries by sending help documentation, recording short videos and creating custom email templates based on specific queries. It comes with an unified inbox, which records all communication and provides a full history of customer service for other representatives to refer to in similar cases.

With automated customer marketing emails and a searchable knowledge base, HubSpot Service Hub enables businesses to retain customers through streamlined, self-service access to case resolutions. It facilitates integration with several third-party applications such as Salesforce, HelloSign, Slack, GoToWebinar, CallRail, Typeform, Hotjar, Klipfolio, Lucky Orange, and more.

Key benefits of HubSpot Service Hub

• Turn customers into promoters with communication tools for carrying out conversational, contextual, interactions.

• Facilitate collaboration through the Conversations inbox which gives all team members a contextual overview of a customer's history and previous interactions.

• Turn chats and emails into actionable tickets which can be prioritized, categorized, and tracked, in order to facilitate end-to-end customer service.

• Aid customers with self-service resolutions by creating a custom Helpdesk and knowledge base for customers to access online.

• Utilize HubSpot Service Hub's feedback and advocacy tools to gather insight into customer sentiment and identify areas for improvement.

Devices

Business size

S M L

Markets

Australia, Canada, Germany, India, Japan, United States

Supported Languages

English

Images

HubSpot Service Hub customer loyalty screenshot
HubSpot Service Hub emails screenshot
HubSpot Service Hub knowledge base screenshot
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HubSpot Service Hub video
HubSpot Service Hub screenshot: HubSpot Service Hub customer loyalty screenshot HubSpot Service Hub screenshot: HubSpot Service Hub emails screenshot HubSpot Service Hub screenshot: HubSpot Service Hub knowledge base screenshot

Features

Total features of HubSpot Service Hub: 57

  • Account Alerts
  • Account Management
  • Alerts / Escalation
  • Appointment Management
  • Appointment Scheduling
  • Auto-Responders
  • Automated Routing
  • Automated Scheduling
  • Call List Management
  • Call Routing
  • Canned Responses
  • Categorisation/Grouping
  • Chat Transcript
  • Chat/Messaging
  • Communication Management
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Service Analytics
  • Customizable Branding
  • Data Storage Management
  • Document Storage
  • Email Management
  • Email Templates
  • Feedback Management
  • Geotargeting
  • Goal Setting / Tracking
  • Interaction Tracking
  • Knowledge Base Management
  • Live Chat
  • Macros/Templated Responses
  • Meeting Management
  • Mobile Access
  • Multi-Channel Communication
  • Offline Form
  • Performance Metrics
  • Pipeline Management
  • Prioritization
  • Proactive Chat
  • Queue Management
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Reporting & Statistics
  • Reporting/Analytics
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Third Party Integrations
  • Ticket Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Video Management
  • Website Visitor Tracking
  • Workflow Configuration
  • Workflow Management

Alternatives

Zendesk

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LiveAgent

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#2 Alternative to HubSpot Service Hub
LiveAgent is a web-based help desk solution which enables the management of support tickets from multiple channels,...

Bitrix24

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#3 Alternative to HubSpot Service Hub
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EngageBay

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#4 Alternative to HubSpot Service Hub
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Reviews

Overall rating

4,4 /5
(111)
Value for Money
4,2/5
Features
4/5
Ease of Use
4,4/5
Customer Support
4,6/5

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Showing 5 reviews of 111
Josh A.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 11-50 Employees
  • Used Weekly for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Hubspot Service Hub

Reviewed on 2019/11/12

Overall, Service Hub has been a pleasantly surprising experience.

Overall, Service Hub has been a pleasantly surprising experience.

Pros

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.

Cons

I'd love to see an OAuth option in the future to put our knowledge base behind a login.

Laci C.
Overall rating
  • Industry: Internet
  • Company size: 11-50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

A Great Platform that is Only Getting Better

Reviewed on 2019/10/25

Outside of streamlining our processes, Hubspot Service Hub saved our peak season within the first...

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.

Pros

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.

Cons

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.

Ella H.
Overall rating
  • Industry: Pharmaceuticals
  • Company size: 11-50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 4.0 /10

Its good CRM but is more suited for Marketing rather than a Service Role

Reviewed on 2019/10/21

It has some great functions but compared to some other CRM services it is limited and sometimes...

It has some great functions but compared to some other CRM services it is limited and sometimes difficult to navigate

Pros

Easy to retrieve all of the information on a customer. Can keep all the records/notes/emails all under one email address.

Cons

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.
Limited reporting.

Verified Reviewer
Overall rating
  • Industry: Sports
  • Company size: 11-50 Employees
  • Used Weekly for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Great software

Reviewed on 2021/02/09

Great experience and hard to find any faults as the features continued to be improved over time

Great experience and hard to find any faults as the features continued to be improved over time

Pros

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

Cons

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

Brigitte S.
Overall rating
  • Industry: E-Learning
  • Company size: 11-50 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Great choice for scaling up your Support Teams

Reviewed on 2020/01/30

I have really appreciated the Customer Support provided by HubSpot; they are quick to find...

I have really appreciated the Customer Support provided by HubSpot; they are quick to find resolutions to problems, and their support team is courteous and friendly. The ease of use of the product, despite some shortcomings, will allow our Support team to automate more and scale up faster and more effectively.

Pros

I love how convenient it is to make filters to see your tickets, change the status or update ticket fields, add "Snippets" for responses frequently used, and how easily conversations are looped together without creating duplicate tickets. Even duplicate tickets can be merged together seamlessly!

I also love how easy it was to create and edit a "Contact Us" form, along with creating the workflow for the response email. It really gives us the power to do more with fewer technical skills needed.

Cons

I would like for them to improve how companies are added to inbound customers who may not already be in the CRM; it is harder to automate/add to pipelines, as we are a B2B company, and the users of our product are most often not already in the CRM.

I would also love to be able to edit the email content previous to my responses; oftentimes our Client Success Managers will send emails forwarding a request from a customer, and I have to copy the previous email sent to exclude the instructions from the CSM. It takes a little extra time.

The other item I would like to be able to do is to paste small excel tables into the body of an email; I've had to switch to attaching the excel documents or reformatting the content to be in the style of bullets.

Showing 5 reviews of 111 Read all reviews

HubSpot Service Hub FAQs

Below are some frequently asked questions for HubSpot Service Hub.

HubSpot Service Hub offers the following pricing plans:

  • Starting from: US$50,00/month
  • Pricing model: Free, Subscription
  • Free Trial: Available

HubSpot Service Hub is free to get started and will grow with you. Service Hub Starter starts at $50 per month. Service Hub Professional starts at $400 per month. Service Hub Enterprise starts at $1,200 per month. See more information here: https://www.hubspot.com/pricing/service?edition=starter&term=monthly

We do not have any information about HubSpot Service Hub features

HubSpot Service Hub has the following typical customers:

2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+

HubSpot Service Hub supports the following languages:

English

HubSpot Service Hub supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

HubSpot Service Hub integrates with the following applications:

AdRoll, AdStage, Ambassify, Bedrock Data, BrightTALK Channels, Call Loop, CallRail, ClearVoice, DataHero, Drift, Eventbrite, Facebook, Fomo, GoToWebinar, Grow, HelloSign, Instapage, Intercom, Justuno, LoyaltyLion, Lucky Orange, Modus, OptinMonster, Outgrow, PhoneWagon, Privy, Retreaver, RingOver, Salesforce Sales Cloud, Shopify, Sigstr, Slack, SnapApp, SurveyMonkey, UberConference, Unbounce, WooCommerce, Woopra, WordPress, Zapier, Zoom Meetings & Chat

HubSpot Service Hub offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

Related categories

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