HubSpot Service Hub

(18)
4.1 out of 5 stars

HubSpot Service is a collection of customer service tools that make it easy to manage and connect with customers, and truly help them succeed. You’ll make customers happier, keep them longer, and grow your business faster.

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HubSpot Service Hub Features

Ticket and Case Management
Workflow

Route tickets based on values of fields, changes to ticket status and time based conditions

88%
(Based on 5 reviews)
Response Automation

Respond to common requests with standard reply

91%
(Based on 5 reviews)
SLA Management

Service Level Agreement Management

n/a
Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

73%
(Based on 5 reviews)
Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

n/a
Ticket Creation User Experience

User Experience of creating and submitting a ticket

n/a
Ticket Response User Experience

User Experience of responding and recieving a response

Not enough data available

Knowledge Share
Knowledge Base

Provides a repository of information that can be used by those seeking support.

85%
(Based on 8 reviews)
Searchable Articles

Makes articles in the knowledge base searchable on the web.

87%
(Based on 8 reviews)
Community Forums

Enables users to engage with other users to solve common issues.

n/a
Interactive FAQs & Forums

Allows site administrators to participate in forums and update FAQs accordingly.

n/a
Interaction
Web Portals

Takes users to a customer-based site location, customized to match the site. Can either be public or require login.

n/a
Forum to Reponse

Creates tickets from forum questions that were not resolved within the community.

n/a
Tickets and Tagging

Troubleshoots problems with clients who have created a ticket in an attempt to provide a likely solution before taking the problem to support personnel.

n/a
Live Chat

Embeds live chat capabilities within self-service tools.

n/a
Communication Channels
Customer Portal

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

n/a
Email to Case

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

91%
(Based on 5 reviews)
Chat/Live Support

Ability for customer service agents to communicate with customers via live chat to solve problems live

n/a
Social Integration

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

n/a
Call Center
Make, Receive, and Record Calls

Make and receive calls directly in the application. Track and record calls for analysis.

n/a
Customer and Contacts Database

Central repository for account and contact information

n/a
Products and Version Tracking

Central repository for tracking products and product versions customer is using

n/a
Call Scripting

Provides abilty for customer reps to use a script when calling customers for common reasons

n/a
Interactive Voice Response (IVR)

Automates interactions with telephone callers so that calls can be routed to the appropriate agent

n/a
Self Service/Community
Forums

Online discussion functionality so customers can have conversations among each other

n/a
Knowledge Base

Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry

82%
(Based on 5 reviews)
Ideas/Feedback

Allows customers to enter and vote on suggestions to products and services

n/a
Q&A

Allows customers to post questions publicly and get answers from customer service agents and other customers

n/a
Reporting & Analytics
Social Monitoring

Functionality to Monitor social activity for brands/products and respond in social network to customers social activity

n/a
Reporting

88%
(Based on 5 reviews)
Dashboards

91%
(Based on 5 reviews)
Platform
ITIL Compliance

ITIL is a methodology for ticket management that some Help Desk tools are built to support

n/a
Mobile User Support

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

Not enough data available

Customization

n/a
User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

n/a
Internationalization

n/a
Performance & Reliability

n/a
Integration APIs

n/a