Spotty Salesforce CRM Integration & Horrible Customer Support
March 08, 2016

Spotty Salesforce CRM Integration & Horrible Customer Support

Anonymous | TrustRadius Reviewer
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.

Pros

  • 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.

Cons

  • 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.
HubSpot is suited for SMBs who do not have a CRM and do not plan to use Salesforce. In that case though, I would recommend using Signpost instead of HubSpot.

HubSpot Marketing Hub Feature Ratings

2.0
WYSIWYG email editor
2
Dynamic content
1
Ability to test dynamic content
1
Landing pages
1
A/B testing
1
Mobile optimization
1
Email deliverability reporting
5
List management
5
Triggered drip sequences
1
2.0
Lead nurturing automation
4
Lead scoring and grading
2
Data quality management
1
Automated sales alerts and tasks
1
1.0
Calendaring
1
Event/webinar marketing
1
5.5
Social sharing and campaigns
6
Social profile integration
5
1.0
Dashboards
1
Standard reports
1
Custom reports
1
3.3
API
1
Role-based workflow & approvals
6
Customizability
5
Integration with Salesforce.com
1
Integration with Microsoft Dynamics CRM
Not Rated
Integration with SugarCRM
Not Rated

Comments

  • Jeff Russo | TrustRadius Reviewer
    Jeff Russo
    (Vendor Representative) commented 10 years ago
    Hi there - I work on the team at HubSpot and wanted to follow up on your review. While it's tough to hear that you had a sub-optimal experience with us, I still want you to know that your thoughts are appreciated and that this isn't something we take lightly. Regarding the Salesforce integration, I'm sorry to hear that your experience was far from perfect. We have thousands of customers who rely on our Salesforce integration every day, the vast majority of whom rarely have any issues (and many of whom have written reviews on TrustRadius and AppExchange about their positive experiences.) I know that isn't much consolation when it sounds like you ran into a number of problems, but the scope of issues it sounds like you ran into is very far outside the norm for us. We've devoted an increasing amount of resources to the integration in the past few months, and are continuing to make strides to improve it. Regarding customer support, again, I'm really sorry that it sounds like your experiences weren't great. Our support team is continually cited as one of the things our customers love most about working with us, and it's something we take great pride in. With that in mind, it sounds like we have room to improve. It's worth noting that some of the vendors you mention as alternatives don't even offer phone-based support in some of their package levels. Big picture, I'm sorry that your experience with us was poor, and I honestly mean it when I say that there will be some serious introspection around the points you've mentioned. I don't have any details on your specific situations, but I'd be more than happy to dig in if you want to get in touch. My hope is that the sheer number of positive reviews of HubSpot help to prove to you that the vast majority of people have a very different experience with our tools and our teams.

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