TrustRadius

HubSpot Service Hub

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
HubSpot Service Hub
Score 8.4 out of 10
N/A
HubSpot Service Hub aims to bring customer service data and channels together in one place, and helps scale support through automation and self-service. According to the vendor, Service Hub provides more time for proactive service that delights, retains, and grows your customer base.
$15
per month per seat
Pricing
HubSpot Service Hub
Editions & Modules
Service Hub Starter
$15
per month per seat
Professional
$100
per month per seat
Enterprise
$150
per month per seat
Enterprise
Starting at $1,200
per month
Offerings
Pricing Offerings
HubSpot Service Hub
Free Trial
No
Free/Freemium Version
Yes
Premium Consulting/Integration Services
No
Entry-level Setup FeeNo setup fee
Additional DetailsA discount is offered for annual billing.
More Pricing Information
Community Pulse
HubSpot Service Hub
Considered Both Products
HubSpot Service Hub
Daniel McHugh | TrustRadius Reviewer
Daniel McHugh
Director of Marketing
Chose HubSpot Service Hub
I only listed companies that we have used in the past for our post-event surveys, as this was the reason we reached out to get a demo of ServiceHub. After a demo and comparing rates, it was an easy decision to switch to ServiceHub solely for the survey/NPS capabilities.
Dácio Appolinario | TrustRadius Reviewer
Dácio Appolinario
Marketing Automation Advisor
Chose HubSpot Service Hub
HubSpot Service Hub has different offers and services, basically you don't need to have additional softwares or databases to work. But if you do, they are API ready for different platforms and systems.
Verified User
Anonymous
Chose HubSpot Service Hub
I think HubSpot Service Hub i great for monitoring social media messages, monitoring our live chat interactions, customer information, AI features like editing sentences or subject lines, etc. HubSpot Service Hub is great for service tickets because you can connect your outlook …
Verified User
Anonymous
Chose HubSpot Service Hub
Althought Zendesk and Intercom are niched giants in their respective fields, it still becomes third party system in the context of trying to streamline the techstack your organization uses. If you also then happen to be an SMB with limited resources, HubSpot Service Hub more is …
Verified User
Anonymous
Chose HubSpot Service Hub
We were previously using Salesforce.com for our Support Team Ticketing System. Our company implemented HubSpot Marketing Hub and were looking at the CRM Hub for sales/business development, so it made sense to use one system that could support our enterprise needs. We had a very …
Matt Zuvella | TrustRadius Reviewer
Matt Zuvella
VP of Marketing
Chose HubSpot Service Hub
Hubspot Live chat is not the most feature backed but its core service is solid and gets the job. Other live chat software like Live Chat or Zendesk has more features but most of those features are not needed for the everyday biz user.
Verified User
Anonymous
Chose HubSpot Service Hub
Hubspot Automations are very powerful has it provides a drag-and-drop interface to create journeys on doing automation. It integrates seamlessly with the Hubspot CRM and the integration is much deeper and powerful
Verified User
Anonymous
Chose HubSpot Service Hub
Never used another service but certainly outweighs traditional email threads.
Verified User
Anonymous
Chose HubSpot Service Hub
Freshdesk is a significant upgrade over email-based service.
HubSpot is a simple and quick way to collect user reviews and provide customer service.
Max Safier | TrustRadius Reviewer
Max Safier
Contact Center Solutions Engineer
Chose HubSpot Service Hub
HubSpot [Service Hub] had many integrations we needed to connect to our CRM, and the cost was just right from them VS the others. We had to look at all the features, and HubSpot CRM just had way more than the others and more bang for your buck. So the Service Hub was just a …
Verified User
Anonymous
Chose HubSpot Service Hub
For the feature set we were looking for, particularly with an integrated customer 360 view and solid sales pipeline system to help our sales track new leads, HubSpot came out a lot cheaper than the alternatives and allowed the sales pipeline and support team to operate together …
BW
Barbara Wiesner
Client Success Team Manager
Chose HubSpot Service Hub
We switched from TeamSupport to HubSpot for the integration with our HubSpot sales and marketing CRM. While TeamSupport was great and had many features we liked, the combination of all information in one place, and the added benefit of the workflows, the Service Hub better fits …
KR
Kunnath Rahul
Electrical Engineer
Chose HubSpot Service Hub
Agile software is a good one but not as HubSpot Service Hub. Because the restrictions such as cost and complexity is more than HubSpot. By comparing other features also, HubSpot is better one. But the cost comparing to sales force software HubSpot is more costly. Sales force …
Ed Romaine | TrustRadius Reviewer
Ed Romaine
VP Marketing & Business Development
Chose HubSpot Service Hub
We selected HubSpot Service Hub because we are already using the HubSpot CRM and other segments, so being in the HubSpot ecosystem it seemed to make perfect sense to keep all information and data within the same framework to optimize its effects and learning curve. Other …
Features
HubSpot Service Hub
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
HubSpot Service Hub
7.9
Ratings
2% below category average
Organize and prioritize service tickets7.50 Ratings
Expert directory7.90 Ratings
Subscription-based notifications8.20 Ratings
ITSM collaboration and documentation7.60 Ratings
Ticket creation and submission8.50 Ratings
Ticket response7.80 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
HubSpot Service Hub
8.5
Ratings
8% above category average
External knowledge base8.70 Ratings
Internal knowledge base8.20 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
HubSpot Service Hub
8.1
Ratings
4% above category average
Customer portal9.10 Ratings
IVR7.10 Ratings
Social integration7.30 Ratings
Email support7.80 Ratings
Help Desk CRM integration9.20 Ratings
Best Alternatives
HubSpot Service Hub
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Agiloft Service Desk (discontinued)
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Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
SysAid
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Score 9.1 out of 10
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User Ratings
HubSpot Service Hub
Likelihood to Recommend
8.5
(0 ratings)
Usability
8.7
(0 ratings)
User Testimonials
HubSpot Service Hub
Likelihood to Recommend
I'd recommend HubSpot Service Hub for sure. When switching from a different platform to HubSpot Service Hub orgs and admins can count with a vast number of trainings in HubSpot Academy and most of them are free. This means users will find the resources they need without needing to reach for their superiors for training sessions or guidance.
Dácio Appolinario | TrustRadius Reviewer
Dácio Appolinario
Marketing Automation Advisor
Read full review
Pros
  • It makes it easier for us to keep track of customer awareness and review in one spot.
  • The great thing about how easy it is to use all of its fantastic tools.
  • The ability to check customer retention.
  • It's easy to track and measure the success of our organization's sales team.
  • This is a fantastic all-in-one customer success suite that includes ticketing.
Verified User
Anonymous
Read full review
Cons
  • The app is a bit confusing and does not seem to have all of the features that the online browser does
  • A bit expensive. I do think it is worth it because of the simpleness but it is a very pricy software
  • Sometimes when you reach out to HubSpot Service Hub support, they send you a link to public articles instead of helping. But sometimes they do jump in and look
Verified User
Anonymous
Read full review
Usability
although it has room for improvements, this is still a very robust service hub for any type of software. An internal comment I often heard was, that if we were to make this as good as for example zendesk, it shouldn't have to feel like we must have external systems integrated to the HubSpot Service Hub (in zendesk, most things happen within the same system). I suppose this is more a matter of preference, because just like all other hubs, we see way more benefits of allowing our service working in the same way as the other departments (which won't happen if you have an external service system).
Verified User
Anonymous
Read full review
Alternatives Considered
We were previously using Salesforce.com for our Support Team Ticketing System. Our company implemented HubSpot Marketing Hub and were looking at the CRM Hub for sales/business development, so it made sense to use one system that could support our enterprise needs. We had a very bad experience with Salesforce.com - mainly customer support and billing issues. In my opinion, they have rested on their laurels for too long and got too big to take care of their smaller clients. We find the HubSpot Service Hub team members to be easier to work with and support to be better.
Verified User
Anonymous
Read full review
Return on Investment
  • Survey results allow is to determine a conference's success, regardless of registration numbers.
  • The comments within the survey and the ease of aggregating those comments allow us to make changes based on the themes of the responses.
  • There are other aspects of the tool that we will begin to use soon that we will be able to speak about in future reviews.
Daniel McHugh | TrustRadius Reviewer
Daniel McHugh
Director of Marketing
Read full review
ScreenShots

HubSpot Service Hub Screenshots

Screenshot of where Service Hub helps to quickly address service tickets