What is HubSpot Service Hub?
To increase customer retention, you need to focus on delivering customer value. Service Hub turns your customer experience from a cost center to a revenue driver. Service Hub brings all your customer service data and channels together in one place, and helps scale your support through automation and self-service. More time for proactive service that delights, retains, and grows your customer base.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
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Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
88 Likeliness to Recommend
97 Plan to Renew
1
Since last award
80 Satisfaction of Cost Relative to Value
1
Since last award
Emotional Footprint Overview
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
+89 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love HubSpot Service Hub?
Pros
- Respectful
- Fair
- Performance Enhancing
- Trustworthy
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Customer Service Knowledge Management
Customer Community Management
Customer Self Service Capabilities
Contact Center Integration
Agent Scripting
Analytics and Reporting
Agent Collaboration
Intelligent Search
Multi Channel Support
Customer Service Workflow Management
Mobile Customer Care
Vendor Capability Ratings
Ease of Implementation
Usability and Intuitiveness
Vendor Support
Business Value Created
Ease of IT Administration
Quality of Features
Availability and Quality of Training
Ease of Data Integration
Breadth of Features
Product Strategy and Rate of Improvement
Ease of Customization
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HubSpot Service Hub Reviews
Olivia L.
- Role: Operations
- Industry: Manufacturing
- Involvement: Business Leader or Manager
Submitted Mar 2023
Hubspot Service Hub is amazing!
Likeliness to Recommend
What differentiates HubSpot Service Hub from other similar products?
The workflows that can be made with HubSpot Service Hub are my favorite feature because the possibilities are endless. Once the workflow is set up, the reminders are already there and available to be completed, so I no longer need to make myself reminders to go back and finish a job.
What is your favorite aspect of this product?
The feature of HubSpot Service Hub that I appreciate the most is its integrated platform for handling customer assistance, which includes ticketing, a knowledge base, and live chat. Service teams can track and react to customer inquiries swiftly and effectively thanks to its simplicity of use and comprehensive view of customer interactions. It also has robust reporting and analytics tools that assist service teams in assessing their success and determining areas for development.
What do you dislike most about this product?
One aspect of HubSpot Service Hub that I don’t like is that occasionally adjustments and changes are made to the program without any kind of on-page notice. Because HubSpot is typically the first thing I check in the morning rather than my email, I would greatly enjoy a banner that notifies users of changes.
What recommendations would you give to someone considering this product?
Service Hub is capable of expanding. We are still in the beginning stages of our SAAS journey, having evolved from a business that only produced industrial refrigeration hardware to one that now provides “hardware-enabled SAAS” goods and services. HubSpot is fairly straightforward to use and provides a tonne of online support, so it’s simple to start at the level that’s appropriate for us right now.
Pros
- Helps Innovate
- Reliable
- Trustworthy
- Unique Features
Cons
- Vendor's Interest First
Oyemomi M.
- Role: Information Technology
- Industry: Manufacturing
- Involvement: IT Development, Integration, and Administration
Submitted Feb 2025
Powerful All-in-One Ecosystem for Customer Service
Likeliness to Recommend
What differentiates HubSpot Service Hub from other similar products?
HubSpot Service Hub stands out for its deep integration with the entire HubSpot ecosystem. These empowers it to eliminate silos between teams and creates a unified view of the customer.
What is your favorite aspect of this product?
Hands down, it’s how HubSpot Service Hub turns support interactions into relationship-building opportunities. Unlike tools that focus purely on ticket resolution, Service Hub gives teams visibility into the entire customer journey (via CRM integration), so agents can personalize interactions based on past purchases, marketing engagement, or open deals.
What do you dislike most about this product?
HubSpot Service Hub’s learning curve for advanced features can feel steep for teams new to all-in-one platforms. While its simplicity for basic tasks (like ticketing or live chat) is great, unlocking deeper automation or analytics requires time to master.
What recommendations would you give to someone considering this product?
Go for it.
Pros
- Helps Innovate
- Reliable
- Enables Productivity
- Trustworthy
Bharat T.
- Role: Finance
- Industry: Banking
- Involvement: IT Development, Integration, and Administration
Submitted Sep 2024
Advanced Analytics Tool
Likeliness to Recommend
What differentiates HubSpot Service Hub from other similar products?
Simple user interface and detailed reporting which allow businesses to track key support metrics.
What is your favorite aspect of this product?
Its seamless integrations with HubSpot CRM.
What do you dislike most about this product?
Sometimes it works slow and cause disturbance while calling customer from browser.
What recommendations would you give to someone considering this product?
Use it, believe me this tool will not disappoint you.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
