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Informazioni su HubSpot Service Hub

HubSpot Service Hub consente di mantenere organizzato il tuo team, creare soluzioni proattive per i clienti e monitorare la loro soddisfazione.

Ulteriori informazioni su HubSpot Service Hub

Aspetti positivi:

The service hub provides the basics for a ticketing system and I love how it integrates with CRM profiles.

Aspetti negativi:

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).

Valutazioni di HubSpot Service Hub

Punteggio medio

Facilità d'uso
4,4
Servizio clienti
4,6
Caratteristiche
4,1
Rapporto qualità-prezzo
4,3

Lo consiglieresti?

8,3/10

HubSpot Service Hub ha una valutazione complessiva di 4,4 stelle su 5, calcolata sulla base di 158 recensioni degli utenti di Capterra.

Hai già usato HubSpot Service Hub?

Condividi la tua esperienza con altri acquirenti.

Filtra le recensioni (158)

Brooke
Brooke
Head of Marketing
Utente LinkedIn Verificato
E-learning, 2-10 dipendenti
Ha utilizzato il software per: 1-5 mesi
Fonte della recensione

Easy to keep track of issues, create surveys, automations

4,0 3 anni fa
Sottotitoli in italiano disponibili nel lettore video
Utente Verificato
Utente LinkedIn Verificato
Forniture e materiali, 2-10 dipendenti
Ha utilizzato il software per: 6-12 mesi
Fonte della recensione

Una piattaforma completa ma complessa

4,0 7 mesi fa

Commenti: Ho utilizzato HubSpot per circa un anno per testarne le funzionalità e capire se fosse indicato per la mia attività, è completo ed organizzato e fa quello che deve, anche bene. L'ho però trovato complesso e pieno di sezioni e sottosezioni, per cui ho poi deciso per altro.

Aspetti positivi:

È una piattaforma molto completa per la gestione dei contatti dei clienti, sopratutto per l'assistenza, che puoi gestire e smistare ai diversi segmenti. La componente di automazione dei processi, è un grande aiuto per i compiti ripetitivi, per non perdersi contatti e gestire i contatti in maniera tempestiva.

Aspetti negativi:

Trovo che la piattaforma in generale sia poco intuitiva e complessa da imparare, richiede un po' di tempo di formazione perché non è immediata. È una nota che faccio anche agli altri prodotti HubSpot che ho utilizzato.

Josh
Josh
Co-Founder (USA)
Utente LinkedIn Verificato
Servizi e tecnologie dell'informazione, 11-50 dipendenti
Ha utilizzato il software per: 6-12 mesi
Fonte della recensione

Alternative considerate:

Hubspot Service Hub

5,0 5 anni fa

Commenti: Overall, Service Hub has been a pleasantly surprising experience.

Aspetti positivi:

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.

Aspetti negativi:

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

Hailey
Sales Marketing Manager (USA)
Utente LinkedIn Verificato
Servizi e tecnologie dell'informazione, 10.000+ dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

The best CRM product we used.

5,0 10 mesi fa

Commenti: I like how the product organization allows the attachment of offers. This keeps the record clean. I appreciate the possibility that everyone can see the ticketing area as well, instead of keeping it isolated to one person. The ticketing system is excellent, allowing me to prioritize and manage customer requests efficiently. The chatbot functionality is also useful – I can customize it to suit my business needs. Integration with other Hubspot tools like email makes it a pretty complete solution. Overall easy to use, has the features we needed, and most importantly is easy to customize to enable solid reporting.

Aspetti positivi:

I love using ServiceHub to support my clients because it allows us to see the service at all levels: grainy and in the weeds as we work on each ticket for the client, then also at high altitude. 30,000 feet as we collect reports of the overall support experience. Of our customers. Additional features like feedback surveys are essential for measuring business success. I use Hubspot to manage requests and communicate via chatbots and I am very impressed with the platform. The interface is intuitive and user-friendly, making it easy to navigate and get things done quickly.

Aspetti negativi:

Frustrated when there is only one ticket holder or it is difficult to assign collaborators. Sometimes some people have to work on several projects and it is difficult to know who is doing what.

Sergio
Application Engineer (Spagna)
Produzione di apparecchi elettrici/elettronici, 201-500 dipendenti
Ha utilizzato il software per: 1-5 mesi
Fonte della recensione
Fonte: SoftwareAdvice

Alternative considerate:

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

2,0 anno scorso

Commenti: I am extremely disappointed.

Aspetti positivi:

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.

Aspetti negativi:

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.

Thomas
Senior IT Developer (UK)
Marketing e pubblicità, 51-200 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

HubSpot Service Hub

4,0 4 mesi fa

Aspetti positivi:

HubSpot Service Hub is very easy to use and doesn't take a long time to grasp. All members of the team can use it no matter of technical knowledge.

Aspetti negativi:

It would be good to see more features brought to it such as allowing users to raise a ticket themselves straight in to Service Pipelines.. and then being able to have tracked email conversations with the user, through HubSpot, via the Ticket itself. This would keep it all under one place and not require us to use our email software separately and then update our tickets manually.

Lillian
Lillian
Human Resources Generalist (USA)
Utente LinkedIn Verificato
Ospedali e sistemi sanitari, 10.000+ dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

Hubspot helps us manage and resolve tickets

4,0 10 mesi fa

Commenti: It's fantastic that you can add tickets and information from other parts of the site. It's got straightforward menus and a plethora of straightforward reports. The ability to create distinct permission tiers is another feature I appreciate.

Aspetti positivi:

I find it helpful that we have dashboards to track the outcomes of our efforts, both individually and collectively. Integration inside an organization is facilitated by the system's compatibility with other programs.

Aspetti negativi:

It can be time-consuming for Hubspot data to be imported into other programs. There are several nice to use dashboards, but they can be slow to load.

Laura
Laura
Human Resources Generalist (USA)
Utente LinkedIn Verificato
Ospedali e sistemi sanitari, 1.001-5.000 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

Great software for tracking sales and tickets

4,0 9 mesi fa

Commenti: HubSpot makes it simple to monitor key performance indicators, create actionable processes and surveys, and aggregate the results in a well-organized dashboard. This allows you to see where you excel and where you need more work.

Aspetti positivi:

Using HubSpot's Service Hub is simple and straightforward. Numerous FAQ-answering video guides are available. These undoubtedly cut down on the amount of time spent communicating with support staff. However, the help desk is top-notch and always available. They're better than I could have hoped for.

Aspetti negativi:

As the size of your team grows, you'll need to buy more seats to keep everyone on the same platform. It would be fantastic if purchasing the platform didn't restrict you to a specific amount of seats.

Utente Verificato
Utente LinkedIn Verificato
Servizi e tecnologie dell'informazione, 51-200 dipendenti
Ha utilizzato il software per: 6-12 mesi
Fonte della recensione

Overall system for managing your customers that keeps constantly improving

5,0 5 anni fa

Commenti: We started using Hubspot Service Hub overall when Hubspot presented their Chat feature. We have seen many improvements and new features have been implemented throughout the year so I'm positive it will become even greater tool in the future. Would recommend.

Aspetti positivi:

Hubspot works well as an overall system for Customer Service. Chat, Help Center and Customer surveys are easily modifiable and there's constantly new features presented.

Aspetti negativi:

The Hubspot chat is still relatively new service and is missing some elements which would be beneficial in professional use(such as possibility to delete messages, the search function within chat is not always as user friendly as expected.)

Brooke
Brooke
Head of Marketing (Israele)
Utente LinkedIn Verificato
E-learning, 2-10 dipendenti
Ha utilizzato il software per: 1-5 mesi
Fonte della recensione

Alternative considerate:

Easy to keep track of issues, create surveys, automations

5,0 4 anni fa

Commenti: I've been working with Hubspot along with the rest of my team for 4 months and it's only getting better. There is a LOT to explore and it's so easy to have everything working together.

Aspetti positivi:

Working with hubspot has made managing our customers much more easy. I have the ability to create surveys and see which users a replying, create automated messages, tag team members in tickets and more.

Aspetti negativi:

The ticketing feature is not as advanced as other services but it makes it easy when all contacts are in the hubspot CRM

Utente Verificato
Utente LinkedIn Verificato
Circuiteria, 201-500 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

Alternative considerate:

The new support

5,0 5 anni fa

Aspetti positivi:

Easy to use Implementing new functions constantly Great support Good SW integration

Aspetti negativi:

Mobile app not complete with all modules The ticket system is new and will need some developments

Liam
DIgital Marketing (UK)
Industria alberghiera, 11-50 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

Basic support system to easy get up and running

4,0 2 mesi fa Nuova

Aspetti positivi:

Really easy to use and start operating as a small business was super helpful.

Aspetti negativi:

When you need additional features its going to cost you.

Sarah
Director of Organizing and Client Success (USA)
Organizzazioni politiche, 2-10 dipendenti
Ha utilizzato il software per: 1-5 mesi
Fonte della recensione

All your client data and conversations in one place!

4,0 5 anni fa

Aspetti positivi:

I love being able to have everything in one place - Deals, Contacts + Companies, Support Ticketing - it's made it easier for us to create external reports and to funnel info into Hubspot. The Slack integration is the best and helps make sure balls aren't getting dropped with workflows that trigger support notifications and tasks.

Aspetti negativi:

The tickets are a little difficult to navigate in terms of following the thread of an email conversation. This mostly impacts new support on-call staff who are trying to catch up on open tickets. It's not the easiest to get an idea of the issue and troubleshooting to date at a glance. Additionally, it would be nice if email conversations within Tickets were tied to Tickets a little more closely. When I reassign a ticket, I sometimes still get notified about the conversation even if I'm no longer the ticket owner. I have to go in and ALSO reassign the conversation to the new support person.

Abby
Customer Support (Canada)
Sport, 51-200 dipendenti
Ha utilizzato il software per: 6-12 mesi
Fonte della recensione

Hubspot Service Review

4,0 5 anni fa

Commenti: The service team is fast to respond and there are multiple way to contact them - live chat, phone, email, call back etc.

Aspetti positivi:

The live chat is helpful when you have a quick question, and they are very quick to respond! There is also a large knowledge base of articles to access in order to answer common questions. You can also track previous support tickets so you don't lose your conversation.

Aspetti negativi:

Sometimes the live chat agents have a hard time understand my issue - usually this is only when there is a technical bug going on.

Nikki
Senior Manager of Customer Success (USA)
Software informatici, 2-10 dipendenti
Ha utilizzato il software per: 1-5 mesi
Fonte della recensione

Easy and intuitive + awesome customer support!

4,0 5 anni fa

Aspetti positivi:

Ability to see all information on our customers in one place, ease of use, self-service knowledge base articles, online academy courses, and customer support.

Aspetti negativi:

The Service Hub is a newer product they offer and the functionality of the product is limited. However, I have no double it will evolve over time. It still works for us, but I look forward to more advanced options in the future.

Ripley
Customer Success (Canada)
Sport, 51-200 dipendenti
Ha utilizzato il software per: 1-5 mesi
Fonte della recensione

AMAZING!!!!!!

4,0 5 anni fa

Commenti: Our team loves using Hubspot because there are so many unique features and reports that make our lives so much easier!

Aspetti positivi:

Hubspot is very responsive and provides excellent customer service! Whenever there is a bug or issue it is addressed immediately. Our company loves using hubspot for many reasons but mostly how user friendly it is and easy to navigate!

Aspetti negativi:

It would be helpful to have a form to fill out when we have suggestions/requests for feature updates/improvements!

Preya
Head of Support & Customer Success (UK)
Software informatici, 51-200 dipendenti
Ha utilizzato il software per: 1-5 mesi
Fonte della recensione

HubSpot Knowledgebase - Really easy to set up and manage

4,0 5 anni fa

Aspetti positivi:

The HubSpot knowledgebase was really quite easy to set up from scratch. Having not set one up before the online prompts helped me get this up and running quite quickly. Clean lines and not over complicated to manage.

Aspetti negativi:

It doesn't allow a visitor to leave feedback if they found an article unhelpful. It would be great if it had a up-vote tool attached.

Consie
Business Development Executive and Sales Coordinator (Australia)
Materiali da costruzione, 11-50 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Ticketing

5,0 4 anni fa

Commenti: Overall, the ticketing in the service hub is what i would like to acknowledge. This is very time savvy, and helps coordinate the workload of the team. It is viewable by everyone and each team player is held accountable for the turn around of their work. In our business we have a response time of 24-48 hours, and the tickets just show you the details you need to know and the whereabouts of that response. This is essential for the front of house team to be able to relay to the client at any given moment and any team member can do this.

Aspetti positivi:

I use this software daily and the most part of my job i am using the service hub. This mainly consists of the use of tickets that enable team members to have a solid view of the workload as well as the general outer team can see. I like most about this software that every move can be held accountable, someone is responsible for everything that goes in there and it makes everyone work as a team.

Aspetti negativi:

Some more automation would be good, i guess it is somewhat hard given the details it pulls. But when it automatically pulls information that you know you have changed, this can sometimes be very frustrating and also can cause contacts/ companies to associate more 10,000 engagements very fast and overfill the CRM very fast.

Mathew
Digital Marketing Specialist (India)
Quotidiani, 11-50 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

Alternative considerate:

A worthwhile choice.

5,0 anno scorso

Commenti: Satisfactory.

Aspetti positivi:

Hubspot is easy to use and has a robust support/helpdesk - always ready and happy to help with any queries.

Aspetti negativi:

Pricing. Hubspot is not the most affordable option out there.

Sam
Lead Technical Trainer (USA)
Software informatici, 11-50 dipendenti
Ha utilizzato il software per: 1-5 mesi
Fonte della recensione

Great upgrade but key elements still missing

4,0 5 anni fa

Commenti: The Hubspot KB looks nice, works well, and meets the needs of very basic users. But in order to really

Aspetti positivi:

I'm using the BETA version of the Hubspot Knowledge Base solution. • The ability to change the visual appearance and a graphical element to the customer experience is very nice. Providing that you have some basic visual design skills, you can make the KB look pretty good. • It is very easy to use. • In spite of being in BETA, I haven't really come across any bugs or other issues.

Aspetti negativi:

The Hubspot Knowledge Base is still missing some critical elements: • The biggest feature missing (IMHO) is the ability to have articles appear in multiple locations. Currently, articles "live" in the category and section they are created. I would like to see a central article bank where you simply link out to the categories and sections you want to display the article in. This would allow centralized editing and improved organization for large KBs. • The lack of interactivity in the KB. This isn't necessarily a knock on the Hubspot KB but rather ALL KBs. I would like all KBs to behave more like content modern HTML5 content authoring platforms (think Articulate Rise or Easygenerator). Providing a customer experience like that would put this KB in a league of its own. • The ability to restrict areas of the KB to users based on various criteria (IP address, login access only, etc.) • There are only a 3-level hierarchy to the KB (categories, sections, and knowledge articles) which isn't quite enough. Five layers would have been nice. • Only the top layer of the hierarchy has a graphical interface. I would like to offer my end users tile menus several levels down the hierarchy. For example, if I have "Getting Started" and "Top Features" as my top level tiles, I would like the user to be able to a second tile menu the next level down in order to help them find what they are looking for more quickly. The ability to provide a VISUAL KB navigation experience is key in my opinion.

Erin
Admissions (USA)
Gestione formativa, 51-200 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Neutral

4,0 5 anni fa

Commenti: Overall, it has been a fairly good experience. We don't use all the features, but the ones we do use are seamless and beneficial.

Aspetti positivi:

Some of the services we really love! For example, the templates and sequences raise productivity and automate everything for you! Conversations and chats have been a huge hit on our website and people seem to love connecting this way. Also, the ability to set up meetings through Hubspot has made the process quicker and easier.

Aspetti negativi:

We did not enjoy the team inbox- it was confusing and we were unable to define who was actually responsible for the mails or had multiple people answering emails for the same contact. We also found the calling feature to have some issues, as it didn't work correctly with our office phones that required extensions.

Selena
Technical Support (USA)
Produzione di apparecchi elettrici/elettronici, 11-50 dipendenti
Ha utilizzato il software per: 6-12 mesi
Fonte della recensione

Outstanding Product with High Quality

5,0 4 anni fa

Commenti: It's been a very helpful experience. HubSpot definitely makes my daily duties more organized and self sufficient.

Aspetti positivi:

Overall my experience has been great. It helps to visualize the many steps we have within our company which makes it easier to proceed with certain duties in a more organized at a efficient pace.

Aspetti negativi:

I really can't say anything negative about this CRM at all. It has been very helpful and organizing. If they could do something a little better it could be include more user-friendly training videos.

Caio
Marketing Ops (Brasile)
Reti informatiche, 201-500 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

HubSpot Service is quite there

4,0 5 anni fa

Aspetti positivi:

I honestly think that the service hub is a great software and new hub from hubspot, since it's a new product it has a great ton of value. The most important things I believe would be the ticket and knowledge base, where you can have everything that your team is doing on tickets, even demands by the client and finally have a resource center to your whole team and your clients.

Aspetti negativi:

Although I like the knowledge base I feel it's quite limited. For once, our company just grew international, and we would need to have multiple Knowledge Bases on HubSpot, but we can only have one. The feedback surveys also are a great start, but it's limited as to how many questions I can do on a survey, sometimes I would need to question our client 3 times just so I would get the answers we need.

Arielle
Business Development (USA)
Servizi e tecnologie dell'informazione, 51-200 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

Reviewing HubSpot Service Hub

5,0 9 mesi fa

Commenti: HubSpot Service Hub overall is user friendly and makes it easy to organize your calls and tickets..

Aspetti positivi:

The ticketing system makes it easy for you to organize and track customer calls, issues, and service requests. Tickets can also easily be assigned, prioritized, and categorized.

Aspetti negativi:

I have encountered some emails not being delivered, which has affected my email outreach in the past. I've also had some difficulties with integrating other applications.

Helen
Senior Sales and Marketing Operations Analyst (UK)
Servizi finanziari, 51-200 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

Hubspot Service Hub

4,0 5 anni fa

Commenti: Easy to customise and make relevant to your business, easy for end users too.

Aspetti positivi:

Easy to navigate, especially as it has the same set up as the sales hub, making it an easy to implement addition to the tech stack. The fact that it comes with built in tools of inboxes, surveys, and the knowledge base, all with really easy implementation is a bonus as we would otherwise have to procure these externally and integrate them with Hubspot which would be time consuming and out of the box integrations or APIs are not always reliable, and time consuming.

Aspetti negativi:

Some basic UI could be improved in reporting. j

Joel
Customer Service Manager (USA)
Salute, benessere e fitness, 51-200 dipendenti
Ha utilizzato il software per: 6-12 mesi
Fonte della recensione

Improvement over most

4,0 5 anni fa

Aspetti positivi:

Enjoyed how easy it is to have a full synergy across service and other parts of the hubspot platform

Aspetti negativi:

Not everything is as straightforward as it would seem or requires more steps than expected