HubSpot Service Hub Reviews & Product Details

I have been using the free version of HubSpot Service Hub for a while now and it has been a surprisingly smooth and reliable tool for managing customer conversations. It was very easy to set up, and I was able to start using features like the shared inbox, ticketing, forms and basic reporting right away without any complexity. I use it regularly because the interface is clean and organized, and it helps me manage customer conversations through the shared inbox, track support requests with ticketing, gather customer information with forms and monitor activity with basic reporting, so nothing gets missed. Whenever I needed to learn something new or ran into a small issue, the documentation and support resources were very helpful and the support team guided me clearly when I contacted them.

I also integrated it with Microsoft Teams, which made it easier to stay updated through notifications and look up HubSpot details directly from Microsoft Teams. For my workflow, this added a nice layer of convenience without needing any paid upgrades. Overall, my experience with the free plan has been very positive. It’s easy to use, simple to implement, integrates well with the tools I already use and offers enough features to support my day-to-day customer interactions at no cost. Review collected by and hosted on G2.com.

The free version works well for daily use, but there are some limits. You can only have a certain number of contacts, dashboards, reports, and email templates. Some advanced features and integrations are only available on paid plans. For now, it’s fine, but it could feel limiting as your needs grow. Review collected by and hosted on G2.com.

HubSpot Service Hub makes it incredibly easy to manage customer communication in one place. The ticketing system and automation tools streamline our workflows, and the shared inbox helps our team stay aligned without things slipping through the cracks. I also appreciate how intuitive the interface is—training new team members is quick, and the reporting provides clear visibility into performance and response times. Review collected by and hosted on G2.com.

Some of the customization options feel more limited than I’d like, especially when trying to tailor views or build more advanced workflows. A few features that seem essential require jumping up to higher subscription tiers, which can make scaling costly. Additionally, the load time of certain dashboards can lag when working with larger data sets. Review collected by and hosted on G2.com.

I appreciate how HubSpot centralizes all customer interactions, tickets, and communication in one place. The automation features save a lot of time, and the reporting tools make it easy to track performance and identify areas for improvement. Overall, it helps our team provide faster and more personalized support. Review collected by and hosted on G2.com.

Some of the more advanced features can be a bit complex to set up, and customization options for reporting could be more flexible. A bit more intuitive guidance for first-time users would be helpful. Review collected by and hosted on G2.com.

What I like the most is that it has so many amazing features such as ticketing system. knowledge base, live chat, team email, automation, etc. in one place. Besides it is very easy to use, and the implementation is simple as well. You can integrate all your sales and advertising channels in it. Review collected by and hosted on G2.com.

I have been using it frequently for the past 2 years and absolute loving it. They have a great customer support team as well. I have nothing to dislike. Review collected by and hosted on G2.com.

Having all the tools and features available in a single location is extremely helpful. This setup allows me to respond to customer support queries more quickly and efficiently. I also appreciate that it automatically uses Breeze to generate responses, which I can then edit as needed, even pulling information directly from our knowledge base. Review collected by and hosted on G2.com.

I found it a bit challenging to navigate at first, mainly because Hubspot offers such a wide range of features that it can feel overwhelming. However, as you become more accustomed to the platform, it gets much easier to use. Review collected by and hosted on G2.com.

Workflow builder limitations are significantly less than before Review collected by and hosted on G2.com.

License conditions tightened - Hubspot now charges for all users except read-only, earlier, most functionality could be used with free accounts as long as you had enough paid seats. There are some transitions regulations to avoid a steep increase in cost, but at the same time growing the usage of Hubspot in the company now has a price tag. Also, Sales and Service seats were more or less interchangable, now persons in both roles theoretically need two seats if you want to use all the features

Service quality - Apparently Hubspot see service as a cost, not as a customer benefit anymore. When submitting a ticket, after clicking through the nag screens with helpdesk, you get a super-long AI-generated answer that keeps you busy, but doesn't solve your problem. Only at the bottom, there will be a hint that it is AI. After replying to this, you typically get an answer in the sense of "works as specified" or "please submit a feature request"

Bloated interface - there are non-stop additions to the software, which in itself is good, but often these are placed in such a way that it confuses existing users and wastes screen estate. Sometimes, admin can turn these off, but this requires constant catch up with the list of updates. Review collected by and hosted on G2.com.

The live chat we have been using is top notch. The ability to see the conversations that are happening real time and still synced throughout the customer journey within HubSpot makes data organization simple. With a website that we have that has over 7000 - 10,000 visitors a month it has really helped us a lot. Review collected by and hosted on G2.com.

I would honestly say their pricing. I understand that it is a robust solution and does help make business operations easier but their pricing continues to go up exponentially. We were originally on a 3 year contract with them and the renewal pricing was over 200% more than what we were paying in through the 3 year contract. All around it is a very complete product and software but that price increase was tough to understand. Review collected by and hosted on G2.com.

HubSpot has recently rolled out a significant update to its Service Hub, fundamentally transforming it into a more proactive, AI-powered and it is very cool, and unified platform for customer service and success. The enhancements are geared towards not just resolving customer issues efficiently but also fostering long-term customer relationships and turning service teams into revenue drivers. Here are some of the most impressive new features that are catching our attention. Review collected by and hosted on G2.com.

Having everything in one place can also be its most daunting feature when you're first starting. Seeing the full suite of tools for marketing, sales, customer service, and operations all at once can certainly feel overwhelming, and it's easy to get "lost in translation" trying to figure out how all the pieces fit together for your specific needs. A focus on customer onboarding and educating customers on how to maximise their investment should be implemeted Review collected by and hosted on G2.com.

What I like best about HubSpot Service Hub is how everything is integrated. It seamlessly connects with HubSpot CRM, giving support teams a full view of customer data and interactions. The automation saves time on repetitive tasks, and the knowledge base helps customers self-serve. Plus, it's easy to capture customer feedback and make improvements quickly. It’s a really efficient, all-in-one tool for customer support. Review collected by and hosted on G2.com.

What I dislike about HubSpot Service Hub is the pricing,it can get expensive, especially for smaller teams. Some customization options are limited compared to other platforms, and there’s a bit of a learning curve if you’re not familiar with HubSpot. Review collected by and hosted on G2.com.

I love using HubSpot Service Hub because it greatly enhances our ability to communicate effectively with our clients. The platform stands out for its ease of collaboration among team members, making it seamless to work together and deliver exceptional service. The detailed reporting feature is another aspect I appreciate as it provides us with deep insights into our operations, enabling informed decision-making. The AI service tools integrated within the platform are incredibly helpful, streamlining our processes and allowing us to address client inquiries and resolve issues more swiftly, thereby boosting our efficiency. Furthermore, I find the initial setup straightforward, largely thanks to the supportive team at HubSpot who ensured a smooth transition from our previous software. The abundance of features and capabilities available makes our workflow more robust, and these combined elements considerably improve the quality of support we provide to our clients. Review collected by and hosted on G2.com.

I think the knowledge base could be improved. I often run into bugs or quirks when editing articles and I'm not a fan of the updated interface. Review collected by and hosted on G2.com.