In today’s business landscape, customer service is more important than ever. That’s where HubSpot’s Service Hub comes in. This all-in-one customer service software promises to streamline your support operations, increase customer satisfaction, and improve your customer service team’s productivity. But does it live up to the hype? In this review, we’ll take a closer look at HubSpot’s Service Hub, examining its features, benefits, and drawbacks to help you decide if it’s the right choice for your business.
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What is Hubspot Service Hub?
HubSpot Service Hub is a customer service software that helps businesses manage and improve their customer support operations. It’s a part of HubSpot’s suite of marketing, sales, and customer service tools, designed to offer a complete customer relationship management solution.
The Service Hub offers a range of features, including a ticketing system, knowledge base, live chat, customer feedback tools, and automation functionality. These tools help businesses to streamline their support operations, increase customer satisfaction, and improve their team’s productivity.
Two main features make up the Service Hub: the ticketing system, which helps to organize and manage customer inquiries, and the knowledge base, which allows for a library of resources that customers can access. Together, these make Service Hub an all-in-one option for an optimal customer experience.
Who is Hubspot Service Hub best for?
HubSpot markets itself as having solutions for businesses of every size, and the Service Hub is no different. Depending on their needs, there is no limit as to how small or big a business may be to use the company’s software. However, HubSpot Service Hub tends to work best for companies that:
- Need an omnichannel service tool with multiple communication channels for customer communication and follow-up (live chat, email, phone).
- Need basic service management with free options.
- Have some budget to pay for more robust features.
- Do not need extensive reporting, metrics, or any predictive artificial intelligence.
Pros
- Free plans that include fundamental features
- User-friendly interface
- Integration with other HubSpot products
- Ticket automation and routing features
- Many third-party integrations available through HubSpot API
- Can create a self-service customer portal
Cons
- Support is gated based on plan level
- Can be more expensive than other providers
- Upgrading to a new plan can be very expensive
- Low limits on users
Hubspot Service Hub features
At all levels, HubSpot’s Service Hub offers all of the fundamental tools for a customer support operation. This includes live chat, telephone support, team emails and shared inboxes, templates and canned responses, ticket routing, and a knowledge base. In addition to these features, HubSpot has additional capabilities that make it stand out.
Ticket pipelines
Users of Service Hub can create various pipelines to match the complexity of an issue. These pipelines can be further divided by region, brands, and teams to ensure that tickets are routed to the correct place. While the number of pipelines varies by plan, this concept allows for automation for all users.
Satisfaction surveys
A variety of surveys are built into the tool to gather customer feedback. These include feedback surveys about customer satisfaction and their support experience, as well as Net Promoter Score (NPS) surveys to gain insight into how customers refer others. Custom surveys can also be created.
Performance reports
The tool has built-in reports that help gauge individual reps’ performance and support teams overall. These range from ticket closed reports to team member productivity reports to time-to-close reports that measure response time. All are displayed in simple dashboards that can be configured in a variety of ways by the end user.
Integrations
Along with the rest of HubSpot’s products, Service Hub can be integrated with many third-party applications. Users can sync customer data across social media, e-commerce, analytics, lead generation, sales, social media, and project management tools.
Hubspot Service Hub pricing
Pricing for HubSpot Service Hub is tiered, including one free plan and three paid subscriptions. Though these tiers include set numbers of end-users, more can be added to each plan for a charge.
Free
The Free plan offers a wide array of free features that are not often available. This includes live chat, shared inboxes, chatbots, canned responses and playbooks, and a ticket pipeline. There are also basic reports available at this level.
Starter: $50/month + $25/user/month
The entry-level paid plan is the Starter plan and includes two users as well as all the features of the free plan. In addition, calling times are increased, the HubSpot branding is removed, and up to 5,000 templated and canned snippets are available. This costs $50 per month and $25 per month for any additional users.
Professional: $400/month for five users
At the mid-tier, the Professional plan upgrades customers to 100 shared inboxes, 16 hours of calling time, 15 ticket pipelines, and email health reporting. There is also a knowledge base available, along with customer satisfaction surveys, ticket automation, up to 300 routing workflows, and a reporting dashboard. The $400 per month cost includes five users, and more are $80 per month each.
Enterprise: $1,200/month for ten users
Enterprise is the most advanced plan, with up to 50 ticket pipelines and 33 calling hours. Other features include conversation intelligence, which spots trends in agent-customer interactions, and recurring revenue tracking. Sandboxes also become available at this level. This plan is $1,200 per month for ten users, with additional users costing $120 per month.
Hubspot Service Hub customer support
Support for HubSpot’s customers is tiered based on the subscription plan level. For free products, support is only available via community forums. Starter accounts have access to email and chat, while Professional and Enterprise account holders can also access phone support across 40 countries.
Even if a person needs fewer features, they cannot opt into higher levels of support without paying for the full upgrade. The support quality is well-regarded when it can be accessed. All support is available during Eastern Time business hours.
FAQs
Service Hub is one of HubSpot’s software offerings. This package is a CRM that allows companies to manage all their ticketing and support needs, including communicating with clients and running a help desk. The tool connects all customer service data and channels in a single CRM platform.
Starter and Professional are both tiers available for HubSpot’s Service Hub users. The starter is the entry-level paid plan and includes two users and the most basic features, while Service Hub Professional is considered mid-tier and includes five users, as well as more advanced features and support options.
Service Hub is its own product, so you must first go through HubSpot to sign up for the tool. You can work with the HubSpot sales team to do this. From there, you can create your knowledge based and integrate ServiceHub with your company’s tools.
The benefits of using HubSpot Service Hub include streamlined support operations, increased customer satisfaction, improved team productivity, and an all-in-one customer relationship management solution. The ticketing system, knowledge base, live chat, and automation capabilities allow businesses to organize and manage customer inquiries efficiently, while the omnichannel support and customer feedback tools ensure a seamless experience.
HubSpot’s Service Hub is priced on a tiered system, starting with a free plan that offers the most basic ticketing needs. Users can also choose to pay for the Starter ($50/month), Professional ($400/month), or Enterprise ($1200/month) plan based on their exact needs.
