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.

Pricing starting from:

US$45,00/month

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to HubSpot Service Hub

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, Belgium, Brazil, Canada, Germany, Denmark, Spain, Finland, France, United Kingdom, Hong Kong SAR China, Ireland, India, Japan, Malaysia, Netherlands, Norway, New Zealand, Philippines, Sweden, Singapore, United States

Supported Languages

English

Pricing starting from:

US$45,00/month

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to HubSpot Service Hub

Images

HubSpot Service Hub Software - HubSpot Service Hub customer loyalty screenshot
HubSpot Service Hub Software - HubSpot Service Hub emails screenshot
HubSpot Service Hub Software - HubSpot Service Hub knowledge base screenshot
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HubSpot Service Hub video
HubSpot Service Hub Software - HubSpot Service Hub customer loyalty screenshot HubSpot Service Hub Software - HubSpot Service Hub emails screenshot HubSpot Service Hub Software - HubSpot Service Hub knowledge base screenshot

Features

Total features of HubSpot Service Hub: 59

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

Alternatives

Zendesk

4,4
#1 Alternative to HubSpot Service Hub
Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success,...

Intercom

4,5
#2 Alternative to HubSpot Service Hub
Intercom is the first Conversational Relationship Platform that enables businesses to deliver conversational, messenger-...

Help Desk Migration

4,8
#3 Alternative to HubSpot Service Hub
Help Desk Migration is an online data migration service that enables fully automated data transfer between various help...

Olark

4,5
#4 Alternative to HubSpot Service Hub
Your customers know Olark live chat. They are looking for that little tab in the bottom corner of your website that...

Reviews

Overall rating

4,4 /5
(120)
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 120
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.

Alternatives Considered

Jira, Intercom and Drift

Reasons for Choosing HubSpot Service Hub

Integration with our Hubspot CRM.

Switched From

Drift

Reasons for Switching to HubSpot Service Hub

Single platform for sales and service teams. Enjoyed the look and feel of the knowledge base more. The quick insights seemed to be spot on to how we want to measure Knowledge Base success.
Joshua R.
Overall rating
  • Industry: Marketing & Advertising
  • Company size: 11-50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 7.0 /10

A great way to manage support tickets!

Reviewed on 2021/07/15

Overall, once we got past set up, it has really streamlined our support processes! Would recommend.

Overall, once we got past set up, it has really streamlined our support processes! Would recommend.

Pros

I love how easy it is to manage tickets. Tickets come in through our website and our support team is automatically notified, the tickets are assigned a team member and populated on a nice workflow so no request falls through the cracks. Roping in team members is easy for behind the scenes communication and the analytics are really cool how they track monthly tickets closed, tickets closed by team members, how long it takes to close tickets on avg, etc.

Cons

Set up can really tricky. We had to hire a 3rd party team that met with our team and walked us through set up. With the potential for all the hubspot offers, there is some complexity.

Alternatives Considered

Zendesk

Reasons for Choosing HubSpot Service Hub

We still use monday.com for task tracking but for service related tickets, hubspot is just much more powerful.

Switched From

monday.com

Reasons for Switching to HubSpot Service Hub

Hubspot seemed more powerful and trusted.
Nadia V.
Overall rating
  • Industry: Hospitality
  • 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 8.0 /10

User Friendly and Easy to Use

Reviewed on 2022/01/13

Because we work in shifts, it is good that the same system is flued to use over many properties and...

Because we work in shifts, it is good that the same system is flued to use over many properties and many different users.

Pros

We started using it about 8 months ago and even with just a quick training session, I could use it very quickly. I also love that we can create easy to use templates, so even when other people need to answer emails, they can do it effortlessly.

Cons

We sometimes need to print email chains, and Hubspot does not allow for that - this is definitely something to add.

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.

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.

Alternatives Considered

JIRA Service Management and Zendesk

Reasons for Choosing HubSpot Service Hub

Salesforce was limited in its ability to merge duplicate tickets, use shortcuts with variable tags for easy responses, and did not provide any timers (the only one they have is created by an unsupported 3rd party developer) in order to report on Support efficiency. It took forever to update fields, and it was absolutely not scalable.

Switched From

Salesforce Service Cloud

Reasons for Switching to HubSpot Service Hub

We chose HubSpot for the features available that Zendesk and Jira did not provide. Jira especially was convoluted and not easily set up; I felt like I needed a skilled developer in order to set up Jira to its fullest capacity, and I have not felt that way with HubSpot for sure!
Showing 5 reviews of 120 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$45,00/month
  • Pricing model: Free Version, Subscription
  • Free Trial: Available

HubSpot Service Hub is free to get started and will grow with you. Service Hub Starter starts at $45 per month. Service Hub Professional starts at $450 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

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:

360NRS, Accelo, Actionstep, AdRoll, AdStage, Adam.ai, AgencyAnalytics, Airtable, Aloware, Ambassify, Asana, Autopilot, Aysling, Bedrock Data, BigTime, BrightTALK Channels, BuiltWith, Call Loop, CallRail, Canva, ClearVoice, CoSchedule, Cookiebot, Coupler.io, Cyfe, DataHero, Databox, DepositFix, Dialpad Meetings, Drift, Eventbrite, Facebook for Business, Fivetran, Fomo, Forecast, Gmail, GoToWebinar, GoToWebinar, Google Calendar, Google Contacts, Google Meet, Google Sheets, Gravity Forms, Grow, HelloSign, Instagram, Instapage, Intercom, Jotform, Justuno, Klipfolio, Leadfeeder, LinkedIn for Business, LoyaltyLion, Lucky Orange, Mailchimp, ManyChat, Modus, NeverBounce, Odoo, OptinMonster, Outgrow, PSOhub, Paycove, PhoneWagon, Pipedrive, PowToon, Privy, Project Buddy, Promo.com, Proposify, Pure Chat, Quuu Promote, Retreaver, Ringover, Sakari, Salesforce Sales Cloud, Salesmsg, Seventh Sense, Shopify, Sigstr, Skyvia, Slack, SnapApp, Stitch, Stripe, Stripo.email, Supermetrics, SurveyMonkey, Teamwork, Trello, Twitter, Unbounce, Vidyard, Wistia, Wix, WooCommerce, Woopra, WordPress, Zapier, Zoho Analytics, Zoom Meetings, monday.com

HubSpot Service Hub offers the following support options:

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

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