HubSpot Service Hub Erfahrungen

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.

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.

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.

Hubspot Service Hub has allowed our small team to stay organized and give our users as much support as possible without always being available to help in person within a few minutes. The knowledge base setup is super easy, appealing for our users, and customizable.

Hubspot definitely isn't the cheapest option when you weigh all the platforms out there, but you definitely have to weigh ease of use, centralizing everything you need to do for your business and level of customer service.

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

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.

The ease of setup was the best thing about it, and given that it integrated seamlessly with our preexisting HubSpot apps, it was a no-brainer. It allowed us to continue using HubSpot and expand our view of our customer interactions to include support tickets.

The aspect we have made the most use of by far is the Knowledge Base functionality. This is easy to use, clear and customisable. The recent updates to the template editor are welcome and allow us to make our help centre our own. The insights we get on the helpfulness of articles is also useful to see where refinements can be made and where we are lacking.

The ticketing functionality is extremely limited and counter-intuitive to use. You get the sense that the functionality has been half-built and rushed out. For example, you cannot use HubSpot forms to populate custom Ticket properties, which renders them almost useless as a means of collecting information about the customer's problem. The UI for ticketing should have its own 'look', as they are basically indistinguishable from contacts, making it quite difficult to read simple information, like ticket status and description.

The fact that you can add your Support desk to the CRM and see everything in one place is priceless.
Honestly, that is the 1 thing that made us go for it. Before we had to rely on jumping from one platform to another and on many API integrations.

We may have lost some bells and whistles that we enjoyed before, but the overall impact is positive.

We manage: Chat, tickets, feature requets, bugs and help emails from the same place. Before was a bit of a nightmare.

As I said, we lost some cool functionality that we had before in some of the features.

We hade 1 chat provider and another provider for tickets. And of course, they have some more advanced features but in the end. We could get around without them or simply be creative and do some other things.

For example, it may sound stupid, but the chat doesn't have Emojis. Emojis are key to the way you comunicate today. You can simply use Control+Comand+Space, and use the emoji window.

As a creator and a user, the interface is very easy to navigate. The focus is very much on text - HubSpot's knowledge base ends up looking like an encyclopedia. This focus on text keeps thing simple and straightforward. Developments are carefully added, not to shake up the use of a knowledge base, but to streamline the delivery of text information.

The focus on text keeps customization options minimal. For the first few months of using HubSpot's knowledge base, there was nothing you could do to change the look of the home page. That has been (thankfully) updated to allow for a few different templates. The implementation of images and other media is a far second place to the focus on text. Lastly, the search option leaves some to be desired. It searches strictly for language contained in the articles. I would like the option to add metadata tags.

- Integrating with the website is easy and done simple steps. You don't need any technical background to do that.

- Setting up the knowledge base with articles and documentation is a simple process. Creating categories and subcategories is easy.

- If you have used the CRM, Marketing modules in Hubspot, you are quite familiar with the tickets. Some of the features have gotten better and improved.

Hubspot has much to learn from the established players in the game such as Zendesk. They lack much on the automation and since Hubspot is a preferred solution in Europe, they should have multiple language support on the knowledgebase. They should also add a smarter layout to the conversations (inbox) to not to seem as cluttered as it is now. More features are needed on the allocation of agents and have more integrations with third-party.

If you're looking for a way to connect with customers and exceed their expectations, look no further than this amazing customer service platform. With a suite of tools designed to help you build organization and efficiency in your customer service team, you'll be able to streamline your workflows and respond to customers faster and more effectively

The initial stage of launching this product can be quite challenging and confusing. I had to watch several videos to gain a proper understanding of how to operate it effectively. Although customer support was available, connecting with them was somewhat difficult. However, once I figured out how to set up each account, managing my clients became a breeze.

Knowledge Base:
The fact that I can manage my knowledge articles and chat support in one product is fantastic. The new editor for the look and feel of the overall design of the knowledge base is a huge upgrade since the last one! I also really like the reporting so far, it gives the support team a lot of insight into what is working and what is not. The new editor helps you to make super professional-looking articles.

I think one thing that would have been helpful is to be able to gate the knowledge base based on logins from our own platform, but other than that it was super easy to setup.

HubSpot's Service Hub's strength is that it integrates directly with everything else HubSpot does. That makes it easy to keep track of tickets/issues in association with specific contacts/companies/deals.

The Service Hub is clunky and does its job less well, and for more money, than other standalone products that perform the same function.

For most daily tasks it's easy to get things done, you can have a great variety of tasks which can be carried out all in one place (use contacts, create workflows, manage and answer tickets, etc.). Each agent can easily keep track of their own tickets.
The feedback surveys are a great addition to our site now too!

Having to have both the inbox and the ticket windows open is sometimes difficult. A more annoying or obvious alarm for chats would also be a plus in the future (like an alarm that doesn't stop until a chat is answered). In our case, a multi-language Knowledge Base is missing to make the KB more complete.

The user interface and user experience are great.
It’s very easy to use this tool, as well it’s a complete one which gives the possibility to the user to achieve their goals by using it.

I can’t say that’s something I don’t like at HubSpot tool.