Spotty Salesforce CRM Integration & Horrible Customer Support
March 08, 2016
Spotty Salesforce CRM Integration & Horrible Customer Support
Score 1 out of 10
Vetted Review
Verified User
Software Version
Enterprise
Overall Satisfaction with HubSpot Marketing Hub
I have used and implemented Hubspot in 5 different cases in the past 3 years. The use cases have been varied across industries. Typically the implementation is limited to the marketing department, with some handoff to sales. The main business problem Hubspot attempts to address to generate more qualified leads for sales.
- Setting up forms and adding fields to forms is pretty straight forward.
- Creating static and dynamic lists is easy to do.
- The user interface workflow rule engine is also intuitive, despite having issues occasionally or the backend being a bit buggy.
- Their CRM integration, particularly with Salesforce, is abysmal. Truly horrible. I have logged so many cases with support to try to resolve. I have cases that are still open from 6 months ago. Their customer support is horrible. Their standard answer is that they need to check with their engineering team. In addition, their Hubspot intelligence section is bad and never populates with the relevant Hubspot Activities due to the failed integration. Finally, I am not able to add a Lead/Contact in Salesforce to a Hubspot List as you can in other B2B Marketing solutions.
- As mentioned, customer support is horrible and completely non-apologetic! They don't seem to know much about their own product without having to contact their engineering team.
- Documentation is lacking. That said, you can mark their knowledge base articles as lacking/with a question and that team is very good about finding the answer and updating the article. Much more knowledgable than their customer support team.
- Increased professional look on website.
- No net effect on lead generation due to the issues of the leads making it to sales. Negative ROI due to cost.
- Has created more headaches than it solved.
- Has helped with getting discovered and our blogging efforts. Hard to truly measure.
I recommend using Pardot, ExactTarget, or Signpost instead of Hubspot depending on your use case. Many companies are using Hubspot in B2C use cases where ExactTarget (aka Salesforce Marketing Cloud) would be better suited and a better price point. If you already use Salesforce CRM it is a no brainer to buy Pardot instead of Hubspot, and you would be doing yourself a disservice to do otherwise because the products are integrated more than any other B2B marketing automation systems. Hubspot simply has a buggy CRM integration with Salesforce, and a buggy back-end in their core product, in addition, to very poor customer service. If you are a retail business not using Salesforce (e.g. dry cleaners, flower shop, etc.) Signpost would be a more natural fit. ExactTarget would be the best fit for B2C e-commerce stores.
25,000 to 100,000