HubSpot Service Hub Pricing Overview

In theory the ticket captures all the communication history with a customer, so the entire team can quickly get up to speed on the issue. We route a few shared email inboxes and website forms into HubSpot service hub to automatically create tickets.

The workflow of moving a support email into the ticket area is extremely common. In HubSpot this generates significant noise. There is no automatic cleanup of the inbound email so you wind up with a copy of the communications in HubSpot inbox as well as in service hub. The service ticket and the inbox thread need to be closed independent of each other. The HubSpot team has long been ignoring for forum requests to rectify this. There are several critical features for security and automation that are withheld from all product tiers other than enterprise. We are on the Pro plan for most HubSpot features. Received 90% discount first year, 50% discount the second year and will be paying full price next year. Those discounts have been a big help but our HubSpot expenses are growing much faster than revenue. At this 50% discounted rate, HubSpot is more than twice the expense of our entire technology stack (over 100 services) on Azure. Most things we use on Azure are priced based on actual utilization. For startups, HubSpot pricing based on utilization or profitability would be a more palatable pricing model. Where HubSpot pricing becomes absolutely abusive is the requirement to upgrade to enterprise level just to achieve SSO and MFA for team members and customers alike. This, in a GDPR world. Enterprise level is also required for flexible integration with unsupported third-party applications. Lack of Webhook and HTTP calls from workflows and automation is used by HubSpot as bait to force customers into the enterprise tier. This issue can largely be solved externally for a few dollars a month but it really lets you know who your friends are. Customer portal support is extremely thin, when it should combine a service ticket center in addition to quotations, invoicing, and email notification settings. Kanban card layout is too inflexible, making it difficult to keep enough properties, visible on deals and support tickets.

We use HubSpot for customer support and also for client on-boarding. For us a "sale" typically includes a customer training session, multiple-step IT set up that the customer must manage, and creation of dozens or hundreds of accounts on the customers behalf. When we close on a deal, all this activity is tracked in the service hub.

Hubspot service hub is an all-in-one software that allows businesses (primarily small and medium) to run excellent and rapid customer service. The features that I like the most about this software: - The Feedback surveys function is a survey tool to enable our customers to rate us by giving their feedback, which helps us ameliorate our services; - The Tickets function transmits all our clients' queries concerning issues they could face. Each ticket a client opens contains a number, the client’s name, the date of its emission, the last time the customer has been replied to, and the priority given to the case graded from low to high. This is to prioritize the issues; - The automation system is a point that should please anyone: From sending surveys to clients automatically once a ticket is concluded, to guiding the same clients through the Chatflows function, which is a chat automation system without us having to be online. Any automation needs to be preset though; - The inbox is very reliable when it comes to centralizing all the messages coming from a variety of platforms; it can be from Twitter, Facebook, or emails. It is a message centralizing system.

- Updates for fixing some minor bugs; - I recommend improving the ticket system. Adding a time tracking, from a ticket being started till it is resolved, would enhance the analytics for internal data analyses.

This software takes Customer care to the next level. It enables us to take charge of our clients' queries and ask what could be improved in our company through their feedback.

HubSpot's Service Package stands out as a top-notch solution that seamlessly integrates reporting excellence with unmatched flexibility. Garnering a perfect 5-star rating, this platform has become an indispensable asset for the business, providing a dynamic toolkit to navigate the complexities of software support management. The reporting capabilities of HubSpot are nothing short of exceptional. Real-time analytics empower me to make informed, data-driven decisions by offering comprehensive insights into customer interactions, team performance, and service efficiency. Customisable dashboards and intuitive visualisations make it easy to monitor key performance indicators tailored to my business goals, ensuring that I stay abreast of critical metrics without drowning in data. What sets HubSpot apart is its commitment to flexibility. The platform allows for the customisation of workflows, automation, and communication channels, tailoring them to the unique needs of my business. This adaptability extends to seamless integration with other tools and systems, positioning HubSpot as the central hub for all operational-related activities. This interoperability streamlines operations and fosters collaboration across teams. The user-friendly interface of HubSpot's Service Package is designed with efficiency in mind. Navigating through the platform is intuitive, with a minimal learning curve that ensures users of varying technical expertise can harness their full potential. The interface's thoughtful layout and user-friendly features make onboarding a smooth process. HubSpot's Service Package is a highly recommended solution for businesses seeking to elevate their service operations. With an impressive blend of reporting prowess and flexibility, the platform not only meets current needs but also adapts and scales with the evolving dynamics of a business. HubSpot has proven to be an invaluable tool for enhancing service management, making it a top choice in the competitive landscape of service platforms.

HubSpot's Service Package, while offering notable strengths, falls short in the area of customisation, particularly in inbound and outbound ticket email communication with customers. This limitation has been a source of frustration as the platform does not provide the ability to tailor these emails to align with my brand identity. The default appearance of outbound ticket emails is outdated and fails to reflect the branding aesthetics I aim to convey to my customers. A significant drawback is the necessity to upgrade to Marketing Pro for the desired customisation features. This unexpected requirement adds an additional cost and complexity to the user experience, as customisation of outbound ticket emails seems like a basic and essential function that should be included in the core service offering. The inability to personalise outbound ticket emails not only undermines the visual consistency of my brand but also hampers the professional image I strive to maintain in customer interactions. The default appearance lacks modern design elements and feels disconnected from the overall customer experience strategy. While HubSpot excels in reporting and flexibility, the absence of customisation for outbound ticket emails is a notable downside, impacting the platform's overall usability. This limitation might pose a considerable inconvenience for businesses that prioritise a cohesive and branded customer communication strategy within the service framework. HubSpot's Service Package falls short in providing essential customisation options for outbound ticket emails, creating a disconnect in brand representation. The necessity to upgrade to Marketing Pro for this basic feature adds an unexpected layer of complexity and cost, detracting from an otherwise promising service offering. Businesses seeking comprehensive customisation features for customer communication may need to evaluate alternative solutions that better align with their branding requirements.

HubSpot Service Hub transforms service management by streamlining operations, enhancing efficiency through automation, and providing customisable workflows. Its robust reporting capabilities offer real-time analytics, empowering businesses with deep customer insights. The platform's flexibility allows us to tailor workflows and integrate seamlessly with other tools, ensuring adaptability to evolving service models. HubSpot's integrated communication channels centralise interactions, fostering collaboration and reducing information silos. The efficient ticketing system addresses challenges in issue resolution, while customer feedback monitoring tools facilitate proactive improvements. Despite limitations in branding customisation, HubSpot Service Hub significantly improves operational efficiency and overall business performance.

The HubSpot Service has a lot of great features and we still have several we need to use! The initial purpose of adding the Service Hub was for the Knowledge Base. We had a User Guide on our website, but it didn't provide the best data or insights. By bringing it into the Service Hub, we now know which articles are being looked at the most and the best part is the system helps suggest other articles, we don't have to have static ones listed. We plan to implement the customer surveys and hopefully one day integrate our support tickets into there. We still feel like we are getting our money worth though! Overall, the Knowledge Base is as great as I hoped it would be!

I truly haven't come across any dislikes like other than not initially understanding what the Service Hub included. Once I got past that, I could really see the value in adding it. I do wish there were other survey options we could also utilize so I wouldn't have to use a third-party service for surveys.

As discussed in what I like best, we are mainly using it for our Knowledge Base. We not only have it housed there, but we also are using the data part of it so we know what topics are doing well and what we need to improve on. We have been able to better understand what people are searching for when they get to our website and we can try to point them in the right direction. While we have made plans, we haven't implemented the NPS or customer feedback surveys yet, but we have plans to do so in the next 3 months. This will give us a chance to understand the onboarding experience and see how our current customers are doing.

I love the ability to easily generate recipients for feedback. I also appreciate that I can view the engagement history of individual customers.

I wish the feedback surveys had more flexibility.

The ability to generate surveys and gather feedback from our customers all in one place really helps streamline my workflow.

Pop-up website feedback surveys are very easy to deploy and have been an excellent tool for gathering customer feedback. Also, our scheduled email feedback surveys have been very steady once we set up the right scheduling logistics. It's been to see a steady cadence of customer input coming in regularly.

I would like to see more options for more robust surveys (beyond the Happy / Neutral / Sad face and comment widget) . We are trying the plugins now.

We finally feel that we're establishing a customer outreach effort that has some nice data analytics dynamics with the Service Hub features. We have been able to take action more quickly on issues and have realized greater revenue-generating opportunities with Feedback Surveys.

I think HubSpot gives a really good solution for getting feedback from users via surveys and NPS score. In one day implementation, it gave a us the ability to get valuable feedback from our customers without the need to integrate new software. More ever we keep everything connected to our CRM so we can make smarter decisions. In general, what I do like in Hubspot is the pricing, training/product eduction is amazing, easy to implement and grow usage of the product, does the job if you're starting. One of the strongest arguments to use HubSpot service hub is that it's connected to all the other services that ask you will need as a company, like, marketing automation, sales management, email automation, landing pages, CRM, service. so you can have a one stop shop to handle customer relationship

For the feedback tools - it's not a very robust tool if you compare it to dedicated NPS tools. but I think it does the basic stuff. I guess that in the future we will move to a dedicated tool. Hubspot service is not the best I will argue that they need to improve more and give better service (and faster). I am sure that they can do a better job for their customers.

For me as a growth manager mainly getting feedback from our customers.

Seamless integration between the various hubs was the biggest selling point for us. We never previously had a ticketing system, we ran through Intercom. The layout, format of "tickets in a pipeline" and extra tools for Knowledge Base, Feedback, etc... are well worth it for the cost of Service Hub in isolation. Reporting is good as well. We can see who has been working on what, and the volume we receive in on most attributes. I think it could go another level if we could see heat maps of what times customers a contacting in. Knowledge Base design is nice. Would love to be able to run our own CSS on it, but as an out of the box product, it's pretty good. Overall, Hubspot makes constant updates to features, and have a lot of betas running, that are easy for you to sign up to. Best of all, the betas they release usually work and are mostly bug-free!

Chat isn't as good as Intercom. It mostly does the job, but Intercom isn't cookie-based, it's tied deeper into login. The extra cost of Marketing Hub (where Hubspot can become expensive) to get all the Intercom messaging/emailing features is a downside. Some of the intricacies make you sit there and ask why? i.e. not being able to auto-switch a live chat to a bot after hours. There are workarounds for most things though, so it does end up working out. It's more annoyances than anything else. Low number of Reports i.e. 20 reports for Sales Hub Pro, then when we added Service Desk, no more reports! We added a whole new suite of tools and we have to be stingy with our dashboard reports.... This isn't saying the product is bad, it's just having to balance the cost vs. features.

Our customer support team has always been rated well, but the management and organization of cases were always a mess. Tickets help us categorize support cases, and manage them through to completion. We are able to take these analytics and apply them meaningfully and realistically to our own product and resource planning.