HubSpot Service Hub

4.4 (159)
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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.


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

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HubSpot Service Hub

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Starting Price

US$20.00
month
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month

Pricing Options

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Features

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Integrations

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Ease of Use

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Value for Money

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Reviews

Overall rating

4.4 /5
(159)
Value for Money
4.3/5
Features
4.1/5
Ease of Use
4.4/5
Customer Support
4.6/5

Already have HubSpot Service Hub?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 5 reviews of 159
Pedro
Pedro
Overall rating
  • Industry: Financial Services
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

Best Service Hub to use

Reviewed on 2023/10/09

Pros

- Ticket management -> Being able to assign tickets to random support owners is awesome- Pipeline management -> The hability to create deals inside different pipelines according to diferent actions and needs- Inbox management -> Managing multiple inboxes per country- Workflows between all the objects (Tickets, deals, contacts, companies)

Cons

- Pay per seat instead of pay per team. As we get more and more members, it can be a bit pricy

Rachel
Overall rating
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Weekly for 1-5 months
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 8.0 /10

Good Overall, Can be Overwhelming/Cluttered, Still Improving

Reviewed on 2019/12/03

We are still new to the Service Hub, which is HubSpot's newest hub, but I see great potential as we...

We are still new to the Service Hub, which is HubSpot's newest hub, but I see great potential as we continue to learn and customize our instance, and as HubSpot continues to improve Service Hub.

Pros

The ticketing side of HubSpot Service Hub is very flexible conveniently and seamlessly integrated with the HubSpot CRM. The line is blurred between ticket and conversation, which makes interactions with leads and customers more human (HubSpot's whole mission, essentially). There are good integrations with Calendly (new!), Appcues, Gmail, etc. plus the native features such as tracking knowledge base views, opens and clicks on emails, logging calls, etc. that make HubSpot a central record of all customer interaction and give us visibility on the whole journey. Associating a ticket with a CRM record (contact, company, deal) is easy and extremely flexible (unlike a help desk tool I've used before): in HubSpot there doesn't have to be an exact 1:1 relationship between all those things. We can just associate whatever message with whatever record it is actually associated with (helpful for cases like consultants who use our software themselves but also help out with other users' accounts). Plus, a couple other details: 1. being able to respond to live chat in Slack is great; ultimately, you need to view the customer/lead details in HubSpot anyway, but it's good to be able to send a quick, "Hi there, let me look into that for you!" even when I'm not on the chat page in HubSpot yet; 2. the "board" view vs. the "table" view for tickets is great to visualize the pipeline. Overall, I am pleased so far, and HubSpot shows a desire to improve this tool further.

Cons

The radical flexibility and pulling all information about the customer together can get overwhelming and clutter up the screen. Luckily, you can filter out whatever you don't want to see very easily, but it's hard to know what to filter out if you're not looking at all of it to begin with. The knowledge base is not nearly as flexible as the other parts of the tool, e.g. you can't have multiple knowledge bases, and there is very little ability to customize the look/feel (although they are improving this part). Some other things that are strangely inflexible: the support/ticket form (we opted to use a marketing form instead and build a workflow to trigger a ticket, at our HubSpot account manager's recommendation!); and teams (agents can only be on one team and can only view tickets for their own team).

Dan
Overall rating
  • Industry: Medical Devices
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 6.0 /10

Hubspot Service Hub Review

Reviewed on 2019/10/17

Pros

It's categorization and click/drag feature of kb articles, ease of publishing, case workflow visualization

Cons

No public access for our own customers to view their own cases (open or otherwise) in the support portal. Organizationally, this means they will be managing case volumes through their email, only IF they were copied on the case to begin with.
File limitations; kb indicates there are no file restrictions other than on video, where we found there to be a 2 gb limit on ANY file.

Cierra
Overall rating
  • Industry: Entertainment
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

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

Make your life easier...Switch to Hubspot!

Reviewed on 2019/11/12

Overall the service hub has been a fantastic tool. We have been able to capture and manage customer...

Overall the service hub has been a fantastic tool. We have been able to capture and manage customer expectations immediately and effectively thanks to the Surveys specifically. We now capture results in real time direct;y after a customer has finished our sales cycle and their customer journey. The tool has allowed us to get quick responses, see where we excel and shine within our industry as well as where we can improve all from the voice of our customers. Love working with this tool

Pros

Hubspot has allowed us to save time and reach our customers on a whole new level. Once we implemented Hubspot the possibilities truly became endless. From a sales perspective we have learnt valuable ways to reach our customers through the sales blog, templates and snippet suggestions etc. In addition we have been able to market to our clients using platforms we didn't even know were possible. Created personalized landing pages, calendar links to schedule meetings and calls saving time going back and forth. Not to mention automation and work flows- a time saver!!! Cant rave enough about using Hubspot and cant wait to see waht they come out with next!!!

Cons

Honestly, I think thing we like least about the software is that you cant use the social features to post videos to Instagram from the social hub. Other than that there isn't anything we dont like!

Mandi
Overall rating
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 6.0 /10

Service Hub needs to be further developed

Reviewed on 2019/10/22

Our experience has been okay with Hubspot setup. Our onboarding specialist has been trying to help...

Our experience has been okay with Hubspot setup. Our onboarding specialist has been trying to help us through some situational challenges with what we are wanting to accomplish within Hubspot, but we keep running into limitations of what Hubspot offers within Service Hub so far. I think they just need more time to further develop with the feedback from customers.

Pros

I like the built in reports and default properties that minimized set up time.

Cons

I'm not able to customize ticket properties seen when creating/viewing tickets per pipeline so I had to set it up to see all needed properties for all 3 pipelines on each ticket. There is no visibility into our chatbot conversations before they are handed off to a human. Contacts are created from each email sent through service hub and also from ticket submission, when we do not want this to occur. I also can't edit the Support Form to have only ticket properties since it connects to the contact properties to create a contact. I get that Hubspot charges based on number of contacts, but they should give customers the option on whether or not certain actions will create a contact or not. It may make sense for sales hub to do that, but not for service hub. We don't want a bunch of contacts in our system that are possibly end users of our product and not customers.

Alternatives Considered

Zoho Desk and Zendesk Suite

Reasons for Choosing HubSpot Service Hub

We loved that a lot of the features we were paying extra for through many different tools was included with Hubspot, such as the chat bot, meeting links with Google calendar integration, Slack integration, and easy to use automation setup.

Reasons for Switching to HubSpot Service Hub

For the complex automation and integrations we wanted Hubspot was the best choice.
Showing 5 reviews of 159 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$20.00/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, 1,001–5,000

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, AgencyAnalytics, Airtable, Aloware, Ambassify, Asana, Autopilot, Aysling, Bedrock Data, BigTime, BrightTALK Central, BuiltWith, Call Loop, CallRail, Canva, ClearVoice, CoSchedule Marketing Suite, Cookiebot, Coupler.io, Cyfe, DataHero, Databox, Dealfront, DepositFix, Dialpad AI Meetings, Drift, Dropbox Sign, Eventbrite, Fivetran, Fomo, Forecast, Gmail, GoTo Webinar, GoToWebinar, Google Calendar, Google Contacts, Google Meet, Google Sheets, Gravity Forms, Grow, Instagram, Instapage, Intercom, Jotform, Justuno, Klipfolio, LinkedIn for Business, LoyaltyLion, Lucky Orange, Mailchimp, ManyChat, Meta for Business, Modus, NeverBounce, Odoo, OptinMonster, Outgrow, PSOhub, Paycove, PhoneWagon, Pipedrive, PowToon, Privy, Project Procs, 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.com, Trello, Twitter/X, Unbounce, Vidyard, Wistia, Wix, WooCommerce, Woopra, WordPress, Zapier, Zoho Analytics, Zoom Workplace, adam.ai, monday.com

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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