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HubSpot

HubSpot Service Hub

Composite Score

8.7 /10

CX Score

8.9 /10

266 Reviews Write a Review

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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Awards & Recognition

HubSpot Service Hub won the following awards in the Customer Service - Enterprise category

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2024 Data Quadrant Gold Medalist

Latest Award, 2024

8 Top Rated Capabilities

10 Top Rated Features

Latest Award, 2024

2023 Emotional Footprint Champion

2023

Strategy and Innovation
Service Experience
Product Impact
Conflict Resolution

2023

2023 Data Quadrant Gold Medalist

2023

7 Top Rated Capabilities

11 Top Rated Features

2023

2022 Emotional Footprint Champion

2022

Service Experience
Conflict Resolution

2022

2022 Data Quadrant Gold Medalist

2022

5 Top Rated Capabilities

10 Top Rated Features

2022

HubSpot Service Hub Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on HubSpot Service Hub.

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

96 Plan to Renew

2
Since last award

81 Satisfaction of Cost Relative to Value

1
Since last award

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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.

+88 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?

1% Negative

8% Neutral

91% Positive

Pros

Respectful
Fair
Performance Enhancing
Enables Productivity

Feature Ratings

Average 83

Customer Service Knowledge Management

Agent Scripting

Customer Self Service Capabilities

Customer Community Management

Contact Center Integration

Analytics and Reporting

Agent Collaboration

Multi Channel Support

Customer Service Workflow Management

Intelligent Search

Mobile Customer Care

Vendor Capability Ratings

Average 81

Vendor Support

Ease of Implementation

Usability and Intuitiveness

Business Value Created

Ease of IT Administration

Quality of Features

Availability and Quality of Training

Ease of Data Integration

Product Strategy and Rate of Improvement

Breadth of Features

Ease of Customization

Also Featured in...

Customer Success

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View HubSpot Service Hub in this category (opens in a new tab)

Knowledge Management

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View HubSpot Service Hub in this category (opens in a new tab)

HubSpot Service Hub Reviews

Nishant Z.

Role: C-Level
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Jul 2021

Easy to use, but a bit pricey

Likeliness to Recommend

10 /10

What differentiates HubSpot Service Hub from other similar products?

Lots of Integrations

What is your favorite aspect of this product?

Easy for Organization to manage pipeline and generate KPI

What do you dislike most about this product?

Chatflow can be improved

What recommendations would you give to someone considering this product?

Automated In built Chat Response like Intercom

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Tyler G.

Role: Sales Marketing
Industry: Healthcare
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jul 2021

World-class UX/UI & features tied to HubSpot CRM

Likeliness to Recommend

7 /10

What differentiates HubSpot Service Hub from other similar products?

HubSpot sets itself apart because it integrates deeply with HubSpot CRM and reporting functions.

What is your favorite aspect of this product?

I love that tickets are extremely flexible and that ticket based automation flows (Workflows) can be set to do almost anything.

What do you dislike most about this product?

Service hub could use more robust features like screenshots (Usersnap) and more advanced chatbots (Ada).

What recommendations would you give to someone considering this product?

I would recommend using professional or Enterprise versions of the products and make sure you have workflows. That's where the real power lies. Be sure and understand properties and keep things simple.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Role: Sales Marketing
Industry: Technology
Involvement: End User of Application

Validated Review

Anonymous Reviewer

Submitted Jul 2021

Great features, fantastic service, reliable!

Likeliness to Recommend

9 /10

Pros

Continually Improving Product
Trustworthy
Efficient Service
Effective Service

Latest Research

HubSpot Service Hub

What is HubSpot Service Hub?

Company Details

Need Assistance?

Awards & Recognition

2024 Data Quadrant Gold Medalist

2023 Emotional Footprint Champion

2023 Data Quadrant Gold Medalist

2022 Emotional Footprint Champion

2022 Data Quadrant Gold Medalist

HubSpot Service Hub Ratings

88 Likeliness to Recommend

96 Plan to Renew

2 Since last award

81 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+88 Net Emotional Footprint

How much do users love HubSpot Service Hub?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Customer Community Management Creation and management of branded and focussed user communities.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Agent Collaboration Supports live collaboration between agent and customers, among customers (e.g. forums), and among service professionals (e.g. team-based customer service).

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Also Featured in...

Customer Success

Knowledge Management

HubSpot Service Hub Reviews

Nishant Z.

Easy to use, but a bit pricey

Likeliness to Recommend

Pros

Tyler G.

World-class UX/UI & features tied to HubSpot CRM

Likeliness to Recommend

Pros

Great features, fantastic service, reliable!

Likeliness to Recommend

Pros

Title

2
Since last award

1
Since last award

Feature Ratings

Customer Service Knowledge Management

Agent Scripting

Customer Self Service Capabilities

Customer Community Management

Contact Center Integration

Analytics and Reporting

Agent Collaboration

Multi Channel Support

Customer Service Workflow Management

Intelligent Search

Mobile Customer Care

Vendor Capability Ratings

Vendor Support

Ease of Implementation

Usability and Intuitiveness

Business Value Created

Ease of IT Administration

Quality of Features

Availability and Quality of Training

Ease of Data Integration

Product Strategy and Rate of Improvement

Breadth of Features

Ease of Customization