HubSpot Service Hub

Solution de service client basée sur le cloud conçue pour les entreprises de toutes tailles

4,4 /5 (109 avis) Donnez votre avis !

HubSpot Service Hub - Présentation

Description du logiciel HubSpot Service Hub

HubSpot Service Hub est une plateforme de service client basée sur le cloud conçue pour simplifier les processus de gestion des requêtes des clients et améliorer leur engagement pour les entreprises de toutes tailles. Elle permet aux utilisateurs de discuter avec les clients grâce à une messagerie instantanée, des communications client individuelles, des bots conversationnels, des réponses prédéfinies et bien plus encore.

Les fonctionnalités clés de HubSpot Service Hub comprennent l'opinion des clients, les enquêtes, les informations, le reporting, les alertes, une base de données client, une base de connaissances, la gestion des objectifs et les alias pour les e-mails d'équipe. Les entreprises peuvent utiliser la plateforme pour répondre rapidement aux demandes des clients en envoyant des documents d'aide, en enregistrant de courtes vidéos et en créant des modèles d'e-mails personnalisés sur la base de requêtes spécifiques. Elle comprend une boîte de réception unifiée qui enregistre toutes les communications et fournit un historique complet du service client pour que d'autres agents puissent s'y référer si des cas similaires se présentent.

Grâce aux e-mails marketing client automatisés et à une base de connaissances consultable, HubSpot Service Hub permet aux entreprises de fidéliser les clients via un accès en libre-service simplifié aux résolutions de cas. La plateforme facilite l'intégration à plusieurs applications tierces telles que Salesforce, HelloSign, Slack, GoToWebinar, CallRail, Typeform, Hotjar, Klipfolio, Lucky Orange, etc.

HubSpot Service Hub - Présentation

Prix

À partir de
0,00 $US/mois

Types de licence

Essai gratuit
Abonnement
Rapport qualité-prix

HubSpot Service Hub - Fonctionnalités

Appareils
Pour quelle entreprise ?
TPE PME GE
Disponible dans les pays suivants
États-Unis, Canada, Australie, Inde, Japon, Allemagne
Langues
anglais

Media

336589
336592
589014
HubSpot Service Hub video Capture d'écran pour HubSpot Service Hub : HubSpot Service Hub customer loyalty screenshot Capture d'écran pour HubSpot Service Hub : HubSpot Service Hub emails screenshot Capture d'écran pour HubSpot Service Hub : HubSpot Service Hub knowledge base screenshot

HubSpot Service Hub - Avis

HubSpot Service Hub - Avis

Note globale
4,4
/
5
Excellent
52

Très bien
50

Moyen
6

Médiocre
1

Mauvais
0

Rapport qualité-prix
4,2
Fonctionnalités
4
Simplicité d'utilisation
4,4
Support client
4,6
94% des utilisateurs recommandent cette application
Josh A.

Hubspot Service Hub

Overall, Service Hub has been a pleasantly surprising experience.


Traduire avec Google Translate
Brigitte S.

Great choice for scaling up your Support Teams

I have really appreciated the Customer Support provided by HubSpot; they are quick to find resolutions to problems, and their support team is courteous and friendly. The ease of use of the product, despite some shortcomings, will allow our Support team to automate more and scale up faster and more effectively.


Traduire avec Google Translate
Ella H.

Its good CRM but is more suited for Marketing rather than a Service Role

It has some great functions but compared to some other CRM services it is limited and sometimes difficult to navigate


Traduire avec Google Translate
Consie B.

Ticketing

Overall, the ticketing in the service hub is what i would like to acknowledge. This is very time savvy, and helps coordinate the workload of the team. It is viewable by everyone and each team player is held accountable for the turn around of their work. In our business we have a response time of 24-48 hours, and the tickets just show you the details you need to know and the whereabouts of that response. This is essential for the front of house team to be able to relay to the client at any given moment and any team member can do this.


Traduire avec Google Translate
Rachel H.

Good Overall, Can be Overwhelming/Cluttered, Still Improving

We are still new to the Service Hub, which is HubSpot's newest hub, but I see great potential as we continue to learn and customize our instance, and as HubSpot continues to improve Service Hub.


Traduire avec Google Translate
Josh A.
Secteur d'activité: Services et technologies de l'information
Taille de l'entreprise: 13-50 employés
Traduire en français

Hubspot Service Hub

Logiciel utilisé toutes les semaines pendant 6 à 12 mois
Publié le 12/11/2019
Provenance de l'avis : Capterra

Overall, Service Hub has been a pleasantly surprising experience.

Avantages

We were already using the CRM features of Hubspot and liked the idea of combining with our service desk. We automatically create tickets from chats, which makes dropping the ball on tickets harder to do. The knowledge base is flexible, and the layout templates allowed us to get on-brand.

Inconvénients

I'd love to see an OAuth option in the future to put our knowledge base behind a login.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 10.0/10

Brigitte S.
Secteur d'activité: E-learning
Taille de l'entreprise: 13-50 employés
Traduire en français

Great choice for scaling up your Support Teams

Logiciel utilisé tous les jours pendant 1 à 5 mois
Publié le 30/01/2020
Provenance de l'avis : Capterra

I have really appreciated the Customer Support provided by HubSpot; they are quick to find resolutions to problems, and their support team is courteous and friendly. The ease of use of the product, despite some shortcomings, will allow our Support team to automate more and scale up faster and more effectively.

Avantages

I love how convenient it is to make filters to see your tickets, change the status or update ticket fields, add "Snippets" for responses frequently used, and how easily conversations are looped together without creating duplicate tickets. Even duplicate tickets can be merged together seamlessly!

I also love how easy it was to create and edit a "Contact Us" form, along with creating the workflow for the response email. It really gives us the power to do more with fewer technical skills needed.

Inconvénients

I would like for them to improve how companies are added to inbound customers who may not already be in the CRM; it is harder to automate/add to pipelines, as we are a B2B company, and the users of our product are most often not already in the CRM.

I would also love to be able to edit the email content previous to my responses; oftentimes our Client Success Managers will send emails forwarding a request from a customer, and I have to copy the previous email sent to exclude the instructions from the CSM. It takes a little extra time.

The other item I would like to be able to do is to paste small excel tables into the body of an email; I've had to switch to attaching the excel documents or reformatting the content to be in the style of bullets.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 10.0/10

Ella H.
Secteur d'activité: Produits pharmaceutiques
Taille de l'entreprise: 13-50 employés
Traduire en français

Its good CRM but is more suited for Marketing rather than a Service Role

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 21/10/2019
Provenance de l'avis : Capterra

It has some great functions but compared to some other CRM services it is limited and sometimes difficult to navigate

Avantages

Easy to retrieve all of the information on a customer. Can keep all the records/notes/emails all under one email address.

Inconvénients

The ticket system is not designed for high volume. You can't see if another team member is in the ticket. If the customer replies back to an closed to ticket it doesn't reopen so we miss emails unless we are double checking our notifications.
Limited reporting.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 4.0/10

Consie B.
Secteur d'activité: Matériaux de construction
Taille de l'entreprise: 13-50 employés
Traduire en français

Ticketing

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 28/04/2020
Provenance de l'avis : Capterra

Overall, the ticketing in the service hub is what i would like to acknowledge. This is very time savvy, and helps coordinate the workload of the team. It is viewable by everyone and each team player is held accountable for the turn around of their work. In our business we have a response time of 24-48 hours, and the tickets just show you the details you need to know and the whereabouts of that response. This is essential for the front of house team to be able to relay to the client at any given moment and any team member can do this.

Avantages

I use this software daily and the most part of my job i am using the service hub. This mainly consists of the use of tickets that enable team members to have a solid view of the workload as well as the general outer team can see. I like most about this software that every move can be held accountable, someone is responsible for everything that goes in there and it makes everyone work as a team.

Inconvénients

Some more automation would be good, i guess it is somewhat hard given the details it pulls. But when it automatically pulls information that you know you have changed, this can sometimes be very frustrating and also can cause contacts/ companies to associate more 10,000 engagements very fast and overfill the CRM very fast.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 8.0/10

Rachel H.
Secteur d'activité: Logiciels
Taille de l'entreprise: 51-200 employés
Traduire en français

Good Overall, Can be Overwhelming/Cluttered, Still Improving

Logiciel utilisé toutes les semaines pendant 1 à 5 mois
Publié le 03/12/2019
Provenance de l'avis : Capterra

We are still new to the Service Hub, which is HubSpot's newest hub, but I see great potential as we continue to learn and customize our instance, and as HubSpot continues to improve Service Hub.

Avantages

The ticketing side of HubSpot Service Hub is very flexible conveniently and seamlessly integrated with the HubSpot CRM. The line is blurred between ticket and conversation, which makes interactions with leads and customers more human (HubSpot's whole mission, essentially). There are good integrations with Calendly (new!), Appcues, Gmail, etc. plus the native features such as tracking knowledge base views, opens and clicks on emails, logging calls, etc. that make HubSpot a central record of all customer interaction and give us visibility on the whole journey. Associating a ticket with a CRM record (contact, company, deal) is easy and extremely flexible (unlike a help desk tool I've used before): in HubSpot there doesn't have to be an exact 1:1 relationship between all those things. We can just associate whatever message with whatever record it is actually associated with (helpful for cases like consultants who use our software themselves but also help out with other users' accounts). Plus, a couple other details: 1. being able to respond to live chat in Slack is great; ultimately, you need to view the customer/lead details in HubSpot anyway, but it's good to be able to send a quick, "Hi there, let me look into that for you!" even when I'm not on the chat page in HubSpot yet; 2. 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.

Inconvénients

The radical flexibility and pulling all information about the customer together can get overwhelming and clutter up the screen. Luckily, you can filter out whatever you don't want to see very easily, but it's hard to know what to filter out if you're not looking at all of it to begin with. The knowledge base is not nearly as flexible as the other parts of the tool, e.g. you can't have multiple knowledge bases, and there is very little ability to customize the look/feel (although they are improving this part). Some other things that are strangely inflexible: the support/ticket form (we opted to use a marketing form instead and build a workflow to trigger a ticket, at our HubSpot account manager's recommendation!); and teams (agents can only be on one team and can only view tickets for their own team).

Note détaillée

Simplicité d'utilisation

Probabilité de recommander le produit: 8.0/10

Recommandation utilisateur
8,3/10
Basé sur 109 avis utilisateurs
Comparatif avec les logiciels similaires : recommandation utilisateur
Comparer avec les alternatives

HubSpot Service Hub - Prix

HubSpot Service Hub - Prix

À partir de
0,00 $US/mois
Essai gratuit
Abonnement
Rapport qualité-prix
Rapport qualité-prix
4,2/5
Basé sur 109 avis utilisateurs
Comparatif avec les logiciels similaires : rapport qualité-prix
Comparer avec les alternatives

HubSpot Service Hub - Fonctionnalités

HubSpot Service Hub - Fonctionnalités

API
Alertes et remontée des problèmes
Chat
Communication multicanal
Enquêtes et feedback
Gestion de la base de connaissances
Gestion des flux de travail
Gestion des tickets de support
Intégration CRM
Intégration de tiers
Intégration des e-mails
Intégration des médias sociaux
Messagerie instantanée
Monitoring
Notifications automatiques
Prise en charge de plusieurs langues
Rapports et statistiques
Stratégie de marque personnalisable
Surveillance en temps réel
Tableau de bord d'activités
Fonctionnalités
4/5
Basé sur 109 avis utilisateurs
Comparatif avec les logiciels similaires : note sur les fonctionnalités
Comparer avec les alternatives

Catégories

HubSpot Service Hub - FAQ

HubSpot Service Hub - FAQ

Voici quelques-unes des questions fréquentes sur HubSpot Service Hub.

Q. Quels sont les types de licence disponibles pour HubSpot Service Hub ?

Types de licences disponibles pour HubSpot Service Hub :

À partir de: 0,00 $US/mois

Type de licence: Abonnement

Essai gratuit: Disponible

Q. Quelles sont les principales fonctionnalités du logiciel HubSpot Service Hub ?

Nous n'avons pas d'informations sur les fonctionnalités de HubSpot Service Hub.

Q. Qui utilise HubSpot Service Hub ?

Utilisateurs habituels du logiciel HubSpot Service Hub :

PME, Grandes entreprises, Entreprises de taille moyenne

Q. Dans quelles langues HubSpot Service Hub est-il disponible ?

Langues dans lesquelles HubSpot Service Hub est disponible :

anglais

Q. Quels sont les types de licence disponibles pour HubSpot Service Hub ?

Types de licences disponibles pour HubSpot Service Hub:

Abonnement

Q. HubSpot Service Hub prend-il en charge les appareils mobiles ?

Nous n'avons pas d'informations sur les appareils pris en charge par HubSpot Service Hub.

Q. Avec quelles applications HubSpot Service Hub peut-il s'intégrer ?

Applications s'intégrant à HubSpot Service Hub :

Brilliant Assessments, CloudTalk, ONEiO, Salesmachine, SurveyMonkey, Trelica, Woopra, Wordpress, iorad, xTuple

Q. Quelles sont les ressources d'aide disponibles pour HubSpot Service Hub ?

Ressources d'aide disponibles pour HubSpot Service Hub :

Support téléphonique, Support en ligne, FAQ, Base de connaissances