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Customer support departments, marketing teams, sales teams, content creators, and operations teams.
Information Technology, Tech Support, Education, and Legal
Overall the service hub has been a fantastic tool. We have been able to capture and manage customer expectations immediately and effectively thanks to the Surveys specifically.
There have been a few times when I have lost my work due to screens closing.
The "board" view vs. the "table" view for tickets is great to visualize the pipeline. Overall, I am pleased so far, and HubSpot shows a desire to improve this tool further.
Fine-tune editing of text, images and page layout are sometimes required, yet there's no way to implement that level of editing due to a complete lack of css / html editor for Knowledge Base articles.
The ease of setup was the best thing about it, and given that it integrated seamlessly with our preexisting HubSpot apps, it was a no-brainer.
There are not a lot of things that I disliked. The one thing that comes to mind is that the knowledge base set-up didn't transfer really wel when adding articles.
I also love the ability to house all of our self-serve information and FAQs in the Knowledge Base. This is the perfect way to link customers to an article that can help them quickly.
A more annoying or obvious alarm for chats would also be a plus in the future (like an alarm that doesn't stop until a chat is answered).
I love the impressive array of features including web search and chat, enhanced technical support, superior customer service, proactive lead generation, unparalleled efficiency.
I'm concerned about denser AI's potential for bias amplification, lack of transparency leading to black-box decision-making, and it's impact on job displacement and inequality.
My experience has been top notch and i will recommend business associates to give it a shot. I already recommended 6 of my close partners and they have very great experience as well.
It is risky to have all your eggs in one basket.
It gives me confidence that I can contact great technical support if I need help understanding the system.
Learning Curve: Acquainting yourself with all of its capabilities can be intimidating at first and require some patience and time.
I was satisfied with the precise and reliable responses provided by Denser AI, effectively addressing all my inquiries.
Brooke: Hi, my name is Brooke. I'm the Director of Customer Success, and I would give HubSpot Service Hub a four star rating. For more ratings, you can look at the link below. Before HubSpot Service, I was working with Freshdesk and while their system was actually pretty good, it was not connected to our CRM and to marketing and sales efforts. And what's amazing about HubSpot Service is I'm able to look at tickets and what's coming in to our support and service area and connect it back to the different contacts that are associated with deals in the sales pipeline and marketing sequences that are going on. I chose HubSpot Service for a few reasons. One is that it's connected to our larger CRM, which is associated with HubSpot, so everything is connected to the marketing and sales channels, which is really helpful when collaborating with different teams. As the Director of Customer Success, it's really important for me to keep track of all of our tickets and be able to categorize them between our current customers, our potential customers, and people who are just trying out the system. And also it's just a super easy and intuitive platform that makes it really helpful to quickly go through all the tickets, create knowledge base articles, and do so many things that are so crucial as someone working on the support CS side. Getting started with HubSpot Service was actually super easy. The only hard part that needed to be done was importing previous tickets into the HubSpot system. That took just a few hours of work overall, otherwise everything else was super easy. Creating all the new articles for the knowledge base is also super simple because they help you import what you have from our previous platform as well. So HubSpot is really big on making sure your onboarding process is quite seamless and it has made for our start with them for the past few months super helpful. Something that we recommend for teams that are considering HubSpot service is to understand on what other components in your company are being used. So for example, if the sales team is working with a completely different platform or the marketing team is working with something else, you need to see if all of those different elements can be integrated within HubSpot itself, because what's amazing about HubSpot is having all those different elements interconnect, make your job for yourself, for your team, for your colleagues on another team, so much easier, and you can work seamlessly and understand how everything is working together. Our issue with our previous platform was that it wasn't connected to our CRM, and now with HubSpot Service, it makes things way easier.
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HubSpot Service Hub
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HubSpot Service Hub
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