Disappointed
January 06, 2025

Disappointed

Gareth Foster | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with HubSpot CRM

We use HubSpot CRM for two main use cases:
1) Providing support to existing customers
2) Tracking interactions with potential customers

Pros

  • Email to support ticket
  • User friendly UI (didn't take much time for the team to get up to speed)
  • Website interaction tracking included in contact record

Cons

  • No automatic emails in workflow (unless you purchase the marketing add on at +$1k/mth)
  • Easy to duplicate contacts, especially if using CRM for phone calls
  • Loss of features for no decrease in price
  • Can now track interactions with potential customers as well as existing.
No automatic emails to customers without marketing add on.

They can remove features without warning, and without a reduction in cost. In my opinion, the contract you have is meaningless.
Zendesk support is really good helpdesk software.

HubSpot CRM is better at tracking interactions with a potential customer.

However, the lack of automatic emailing to customers, as well as them removing features without warning, means I think you would be best to try something else first.

Do you think HubSpot CRM delivers good value for the price?

No

Are you happy with HubSpot CRM's feature set?

No

Did HubSpot CRM live up to sales and marketing promises?

No

Did implementation of HubSpot CRM go as expected?

Yes

Would you buy HubSpot CRM again?

No

HubSpot CRM is a user friendly CRM system that does the core CRM well.

However, because you cannot automate communication wtih your customer without purchasing the marketing add on, I would look else where first.

HubSpot CRM Feature Ratings

5.7
Customer data management / contact management
8
Workflow management
3
Opportunity management
4
Integration with email client (e.g., Outlook or Gmail)
6
Quote & order management
4
Interaction tracking
9
6.3
Case management
8
Call center management
3
Help desk management
8
3.0
Lead management
4
Email marketing
2
5.0
Task management
9
Billing and invoicing management
4
Reporting
2
2.7
Forecasting
3
Pipeline visualization
3
Customizable reports
2
5.3
Custom fields
7
Custom objects
1
API for custom integration
8
6.5
Role-based user permissions
7
Single sign-on capability
6
1.0
Social data
1
Social engagement
1
1.0
Marketing automation
1
5.0
Mobile access
5

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