HubSpot Service Hub

Hubspot Service Hub

製品を使ってみた感想： Overall, Service Hub has been a pleasantly surprising experience.

良いポイント:

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.

改善してほしい点:

I'd love to see an OAuth option in the future to put our knowledge base behind a login.

検討した類似製品： Jira、Drift、Intercom

HubSpot Service Hubに決めた理由： Integration with our Hubspot CRM.

切り替える前の製品： Drift

HubSpot Service Hubに切りかえた理由： 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.

HubSpot Service Hub, a good tool for a high-quality customer support.

製品を使ってみた感想： Overall, HubSpot Service Hub is a good tool to take care of our clients and keep them. We combine taking charge of their queries and asking what could be improved in our business through the Feedback surveys function. Beyond the small and medium businesses (which once again are the most to use it), more and more big companies are using this product such as BBC, Suziki, or Airstream. So, it is a very promising product to watch. If the required update is done over time, it has the all chances to thrive in the market.

良いポイント:

To start, It is important to know what is HubSpot Service Hub. It is an all-in-one software kind of type, that gives companies (mostly small and medium ones) the ability to run good and fast customer service. The ergonomy of the website is well-done giving us good and fluid navigation pleasure. The things that I like the most about this software are : - The Tickets function transmits all the queries of our customers concerning issues that they may face. Each ticket opened by a customer contains a number, the customer’s name, the date of its emission, the last time that the customer has been replied to, and the priority given to the case rated from low to high. This is to prioritize the cases; - The Feedback surveys function is a survey tool to enable our customers to rate us by giving their feedback. This helps us to improve our services. - The one-support inbox ability is a very efficient system when it to comes to gathering all the messages coming from different platforms; it can be from Facebook, Twitter, or emails. It is a message channeling system. - The automation system is a point that anyone should notice when using this product: From sending surveys to customers automatically once a ticket is closed, to guiding the same customers through the Chatflows function, with chat automation without us having to be online. This automation (like any other one for that matter) needs to be set in advance though.

改善してほしい点:

- The ticket system still needs some improvements. It would be better to add a time tracking, from a ticket being opened till it closed. It would give the sum up of the time used to close a case. This would help us for internal metrics purposes. - Updates must be done to better optimize the search bar and fix some small bugs.

Comprehensive and Easy-to-Use: A Review of HubSpot Service Hub

製品を使ってみた感想： Overall, HubSpot Service Hub has been a great experience for our business. It's reliable and feature-rich, and the customer service is always helpful and available.

良いポイント:

HubSpot Service Hub is an incredibly helpful and user-friendly service desk platform. It's easy to set up and customize, and has lots of features that make it a great choice for any business. The customer support is also top-notch and always available to help.

改善してほしい点:

One downside to HubSpot Service Hub is that it can be a bit costly for businesses on a tight budget. Additionally, some of the features can be complicated and difficult to use for those not familiar with the platform.

HubSpot Service Hub is not a mature product - Stay away if you can

製品を使ってみた感想： I am extremely disappointed.

良いポイント:

I like that it is connected with the CRM (which we use for sales and martketing). This is the main reason why we looked into it in the first place.

改善してほしい点:

The Customer Portal that my customers see is very poor quality compared to similar tools. The interface is not customizable at all. You cannot even let the customer see in the overview of the tickets who is servicing his/her requests. I have found multiple bugs and I was told "We know. We do not have a timeline to fix this". Customers cannot even embed a picture in a message. The list could go on and on.

検討した類似製品： Freshdesk、JIRA Service Management、Zendesk Suite

HubSpot Service Hubに切りかえた理由： I chose HubSpot because we already use it for the CRM (sales and marketing) and because I was told that I could get most of what I wanted by the HubSpot partner that I contracted for the customization. I prepared a detailed spec of what I wanted. The partner was nice and competent, but he just did not know and promised things he should not have.

Great solution for handling customer service tickets

製品を使ってみた感想： It has been a great experience and has worked really well with out team processes.

良いポイント:

We use live chat on our site and I love how it is integrated with the ticketing system so that those chats can be converted into tickets when necessary. We also love that we can use Slack to chat live instead of having to use the HubSpot interface.

改善してほしい点:

It is a little cumbersome, but that is only because there are so many features and functionality. The free plan offers a ton, but once you need those extras, it gets pricy pretty quickly.

検討した類似製品： Freshdesk

HubSpot Service Hubに決めた理由： Help Scout was not meeting our needs.

切り替える前の製品： Help Scout