HubSpot Service Hub

Hubspot Service Hub

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

Vorteile:

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.

Nachteile:

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

Great all-round experience and easy to use

Kommentare: The key business driver for this project was to not have to expand the CS team with business growth, instead making them more efficient and able to manage a greater amount of inbound enquiries. This was achieved.

Vorteile:

It easily integrates with many other products. It can also be used across many teams/departments so passing leads etc can flow right though the business. It was easy to integrate and migrate current data, creating pipelines for new and existing deals. Customer support is helpful, so usually resolves any technical issues we have. The interface is very user-friendly, so even the computer-illiterate users within our business find it easy to use.

Nachteile:

Auto-assigning based on current load is not present, so assigns tickets to users who already have a high workload instead of a user who can accept more. This is perhaps the biggest time saver but is needing to be done manually at the moment.

Great solution for handling customer service tickets

Kommentare: It has been a great experience and has worked really well with out team processes.

Vorteile:

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.

Nachteile:

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.

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

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

Vorteile:

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

Nachteile:

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.

All or nothing

Vorteile:

Pretty surveys that were easy and appealing for the customer to complete.

Nachteile:

To get the most out of it, you really need to use the full functionality of ticketing and CRM. The Salesforce integration did not solve those problems like we believed it would, which made triggering surveys at the right time difficult. I also didn't like that the knowledge base didn't provide for version history and edit tracking.