Chi utilizza HubSpot Service Hub?

È ideale per le aziende che ritengono importante mettere il cliente al primo posto. Gli strumenti inclusi aiutano i piccoli team di assistenza a migliorare il supporto, creare soluzioni self-service e avere clienti più soddisfatti.

Cos'è HubSpot Service Hub?

Il software per il servizio clienti HubSpot semplifica la gestione e il contatto con i clienti. Include: helpdesk realizzato per consentire di organizzarsi e garantire il successo dei clienti, knowledge base, ossia una soluzione proattiva che consente ai clienti di risolvere da soli i problemi, feedback dei clienti, sondaggi e approfondimenti progettati per fornire una valutazione della soddisfazione dei clienti, creazione di report e automazione di tutti gli strumenti per espandere e migliorare i risultati positivi.

Dettagli su HubSpot Service Hub

HubSpot

http://www.hubspot.com/

Fondata nel 2006

Assistenza

  • Assistenza diretta 24 ore su 24
  • Orario lavorativo
  • Online

Implementazione

  • Cloud, SaaS, Web
  • Dispositivi mobili - iOS nativo
  • Dispositivi mobili - Android nativo

Formazione

  • Di persona
  • Live Online
  • Webinar
  • Documentazione
Video di HubSpot Service Hub
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Panoramica dei prezzi di HubSpot Service Hub

HubSpot Service Hub dispone di un piano gratuito e offre una versione di prova gratuita. La versione a pagamento di HubSpot Service Hub è disponibile a partire da 50,00 USD/mese.


Prezzo di partenza

50,00 USD/mese

Versione gratuita

Prova gratuita

Caratteristiche di HubSpot Service Hub

  • Accesso/Controllo remoto
  • Archiviazione di documenti
  • Avvisi / Allarme crescente
  • Branding personalizzabile
  • Chat in tempo reale
  • Comunicazione multi-canale
  • Configurazione del flusso di lavoro
  • Creazione di report/analisi
  • Gestione dei biglietti
  • Gestione dell'accordo sul livello di servizio (SLA)
  • Gestione della knowledge base
  • Gestione delle risorse IT
  • Gestione di call center
  • Instradamento automatico
  • Integrazione di e-mail
  • Integrazione di social media
  • Macro/Modelli di risposte
  • Monitoraggio della rete
  • Portale self-service
  • Tracciamento delle interazioni

Visualizza l'elenco completo di Software per Help Desk

  • Assistente virtuale
  • Avvisi / Allarme crescente
  • Gestione appuntamenti
  • Gestione del flusso di lavoro
  • Gestione della posta elettronica
  • Gestione delle code
  • Gestione di call center
  • Integrazione di social media
  • Knowledge Base
  • Live Chat
  • Parametri prestazionali
  • Portale self-service
  • Sondaggi e feedback

Visualizza l'elenco completo di Software per assistenza clienti

  • Analisi acquisizioni / perdite
  • Coinvolgimento dei clienti
  • Gestione conti
  • Gestione del ciclo di vita del cliente
  • Gestione delle comunicazioni
  • Gestione delle entrate
  • Inserimento aziendale
  • Monitoraggio/analisi dell'uso
  • Notifiche account
  • Valutazione delle condizioni di salute

Visualizza l'elenco completo di Software per il successo del cliente

  • Branding personalizzabile
  • Chat proattiva
  • Condivisione dello schermo
  • Integrazione di terzi
  • Modulo offline
  • Monitoraggio degli utenti di siti web
  • Profilazione geografica (geotargeting)
  • Risposte predefinite
  • Trasferimento/Instradamento

Visualizza l'elenco completo di Software per live chat

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Recensioni su HubSpot Service Hub

Stai visualizzando 5 di 109 recensioni

Nel complesso
4,4/5
Facilità d'uso
4,4/5
Servizio clienti
4,6/5
Caratteristiche
4/5
Rapporto qualità-prezzo
4,2/5
Josh A.
Co-Founder
Servizi e tecnologie dell'informazione, 13-50 dipendenti
Ha utilizzato il software per: 6-12 mesi
  • Valutazione complessiva
    5/5
  • Facilità d'uso
    5/5
  • Caratteristiche e funzionalità
    4/5
  • Assistenza clienti
    5/5
  • Rapporto qualità-prezzo
    5/5
  • Consigliato
    10/10
  • Fonte della recensione 
  • Data della recensione: 12/11/2019

"Hubspot Service Hub"

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

Vantaggi: 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.

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

  • Fonte della recensione 
  • Data della recensione: 12/11/2019
Brigitte S.
Operations Coordinator
E-learning, 13-50 dipendenti
Ha utilizzato il software per: 1-5 mesi
  • Valutazione complessiva
    4/5
  • Facilità d'uso
    5/5
  • Caratteristiche e funzionalità
    4/5
  • Assistenza clienti
    5/5
  • Rapporto qualità-prezzo
    5/5
  • Consigliato
    10/10
  • Fonte della recensione 
  • Data della recensione: 30/1/2020

"Great choice for scaling up your Support Teams"

Commenti: I have really appreciated the Customer Support provided by HubSpot; they are quick to find resolutions to problems, and their support team is courteous and friendly. The ease of use of the product, despite some shortcomings, will allow our Support team to automate more and scale up faster and more effectively.

Vantaggi: I love how convenient it is to make filters to see your tickets, change the status or update ticket fields, add "Snippets" for responses frequently used, and how easily conversations are looped together without creating duplicate tickets. Even duplicate tickets can be merged together seamlessly! I also love how easy it was to create and edit a "Contact Us" form, along with creating the workflow for the response email. It really gives us the power to do more with fewer technical skills needed.

Inconvenienti: I would like for them to improve how companies are added to inbound customers who may not already be in the CRM; it is harder to automate/add to pipelines, as we are a B2B company, and the users of our product are most often not already in the CRM. I would also love to be able to edit the email content previous to my responses; oftentimes our Client Success Managers will send emails forwarding a request from a customer, and I have to copy the previous email sent to exclude the instructions from the CSM. It takes a little extra time. The other item I would like to be able to do is to paste small excel tables into the body of an email; I've had to switch to attaching the excel documents or reformatting the content to be in the style of bullets.

  • Fonte della recensione 
  • Data della recensione: 30/1/2020
Ella H.
Channel Support Manager
Industria farmaceutica, 13-50 dipendenti
Ha utilizzato il software per: 6-12 mesi
  • Valutazione complessiva
    3/5
  • Facilità d'uso
    3/5
  • Caratteristiche e funzionalità
    3/5
  • Assistenza clienti
    4/5
  • Rapporto qualità-prezzo
    3/5
  • Consigliato
    4/10
  • Fonte della recensione 
  • Data della recensione: 21/10/2019

"Its good CRM but is more suited for Marketing rather than a Service Role"

Commenti: It has some great functions but compared to some other CRM services it is limited and sometimes difficult to navigate

Vantaggi: Easy to retrieve all of the information on a customer. Can keep all the records/notes/emails all under one email address.

Inconvenienti: The ticket system is not designed for high volume. You can't see if another team member is in the ticket. If the customer replies back to an closed to ticket it doesn't reopen so we miss emails unless we are double checking our notifications.
Limited reporting.

  • Fonte della recensione 
  • Data della recensione: 21/10/2019
Rachel H.
Customer Success Advisor
Software informatici, 51-200 dipendenti
Ha utilizzato il software per: 1-5 mesi
  • Valutazione complessiva
    4/5
  • Facilità d'uso
    4/5
  • Caratteristiche e funzionalità
    5/5
  • Assistenza clienti
    Nessuna recensione
  • Rapporto qualità-prezzo
    Nessuna recensione
  • Consigliato
    8/10
  • Fonte della recensione 
  • Data della recensione: 3/12/2019

"Good Overall, Can be Overwhelming/Cluttered, Still Improving"

Commenti: We are still new to the Service Hub, which is HubSpot's newest hub, but I see great potential as we continue to learn and customize our instance, and as HubSpot continues to improve Service Hub.

Vantaggi: The ticketing side of HubSpot Service Hub is very flexible conveniently and seamlessly integrated with the HubSpot CRM. The line is blurred between ticket and conversation, which makes interactions with leads and customers more human (HubSpot's whole mission, essentially). There are good integrations with Calendly (new!), Appcues, Gmail, etc. plus the native features such as tracking knowledge base views, opens and clicks on emails, logging calls, etc. that make HubSpot a central record of all customer interaction and give us visibility on the whole journey. Associating a ticket with a CRM record (contact, company, deal) is easy and extremely flexible (unlike a help desk tool I've used before): in HubSpot there doesn't have to be an exact 1:1 relationship between all those things. We can just associate whatever message with whatever record it is actually associated with (helpful for cases like consultants who use our software themselves but also help out with other users' accounts). Plus, a couple other details: 1. being able to respond to live chat in Slack is great; ultimately, you need to view the customer/lead details in HubSpot anyway, but it's good to be able to send a quick, "Hi there, let me look into that for you!" even when I'm not on the chat page in HubSpot yet; 2. the "board" view vs. the "table" view for tickets is great to visualize the pipeline. Overall, I am pleased so far, and HubSpot shows a desire to improve this tool further.

Inconvenienti: The radical flexibility and pulling all information about the customer together can get overwhelming and clutter up the screen. Luckily, you can filter out whatever you don't want to see very easily, but it's hard to know what to filter out if you're not looking at all of it to begin with. The knowledge base is not nearly as flexible as the other parts of the tool, e.g. you can't have multiple knowledge bases, and there is very little ability to customize the look/feel (although they are improving this part). Some other things that are strangely inflexible: the support/ticket form (we opted to use a marketing form instead and build a workflow to trigger a ticket, at our HubSpot account manager's recommendation!); and teams (agents can only be on one team and can only view tickets for their own team).

  • Fonte della recensione 
  • Data della recensione: 3/12/2019
Cierra C.
Social Account Manager
Intrattenimento, 51-200 dipendenti
Ha utilizzato il software per: 6-12 mesi
  • Valutazione complessiva
    5/5
  • Facilità d'uso
    5/5
  • Caratteristiche e funzionalità
    5/5
  • Assistenza clienti
    5/5
  • Rapporto qualità-prezzo
    5/5
  • Consigliato
    10/10
  • Fonte della recensione 
  • Data della recensione: 12/11/2019

"Make your life easier...Switch to Hubspot!"

Commenti: Overall the service hub has been a fantastic tool. We have been able to capture and manage customer expectations immediately and effectively thanks to the Surveys specifically. We now capture results in real time direct;y after a customer has finished our sales cycle and their customer journey. The tool has allowed us to get quick responses, see where we excel and shine within our industry as well as where we can improve all from the voice of our customers. Love working with this tool

Vantaggi: Hubspot has allowed us to save time and reach our customers on a whole new level. Once we implemented Hubspot the possibilities truly became endless. From a sales perspective we have learnt valuable ways to reach our customers through the sales blog, templates and snippet suggestions etc. In addition we have been able to market to our clients using platforms we didn't even know were possible. Created personalized landing pages, calendar links to schedule meetings and calls saving time going back and forth. Not to mention automation and work flows- a time saver!!! Cant rave enough about using Hubspot and cant wait to see waht they come out with next!!!

Inconvenienti: Honestly, I think thing we like least about the software is that you cant use the social features to post videos to Instagram from the social hub. Other than that there isn't anything we dont like!

  • Fonte della recensione 
  • Data della recensione: 12/11/2019