Item: HubSpot Service Hub
Rating: 9
Author: Verified User

Overall Satisfaction with HubSpot Service Hub

Use Cases and Deployment Scope

HubSpot Service Hub has grown into an all-in-one platform, comprising of its various hubs, and they have done it so incredibly well in the past few years. You cannot find a more user-friendly CRM system out there that you can tailor to your actual business needs without breaking the bank. Instead of being stuck in old and confusing legacy setups (like many of their competitors are), the UI and UX of HubSpot Service Hub is tailored about being easy, so that you can spend more time on useful things in HubSpot Service Hub, rather than chasing instructions.

Pros and Cons

Pros

User Friendly
Intuitive
Seamlessly connects all data points across departments
Tailor to your actual business needs

Cons

Customer Success Hub has been somewhat limited, although new improvements have been announced
Perhaps a bit clearer division between the different hubs
More robust CPQ functionalities that can be tailored towards SMBs

Return on Investment

20-25% cheaper than comparable products/service in Salesforce
Lower need for internal CRM administrators full-time (unlike Salesforce)
More deals won at a lower cost of acquisition (but be vary, this is if your product is comparatively easy to sell)

Usability

although it has room for improvements, this is still a very robust service hub for any type of software. An internal comment I often heard was, that if we were to make this as good as for example zendesk, it shouldn't have to feel like we must have external systems integrated to the HubSpot Service Hub (in zendesk, most things happen within the same system). I suppose this is more a matter of preference, because just like all other hubs, we see way more benefits of allowing our service working in the same way as the other departments (which won't happen if you have an external service system).

Alternatives Considered

Zendesk Suite, Intercom and Salesforce Service Cloud

Althought Zendesk and Intercom are niched giants in their respective fields, it still becomes third party system in the context of trying to streamline the techstack your organization uses. If you also then happen to be an SMB with limited resources, HubSpot Service Hub more is more than suffiient for your needs. Salesforce Service Cloud is great for B2C settings, but outdated UI and hard to administer.

Key Insights

Do you think HubSpot Service Hub delivers good value for the price?

Yes

Are you happy with HubSpot Service Hub's feature set?

Yes

Did HubSpot Service Hub live up to sales and marketing promises?

Yes

Did implementation of HubSpot Service Hub go as expected?

I wasn't involved with the implementation phase

Would you buy HubSpot Service Hub again?

Yes

Other Software Used

Salesforce Sales Cloud, Jira Work Management, Startdeliver

Likelihood to Recommend

Being an SMB, you cannot go wrong with HubSpot Service Hub. Compared to its competitors, it does not break the bank, and you frankly get to choose and construct the actual CRM to your needs.

The 360 perspective of the sales lifecycle, to customer retention cycle is unbeaten in the market, and to be able to also do it with a robust security layer (e.g. GDPR) in mind, just makes it the clear choice for a CRM.

HubSpot Service Hub Feature Ratings

Comments

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You can't go wrong with HubSpot Service Hub!

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