HubSpot

PROS & CONS

What are the best aspects of this product?

HubSpot and its team have been really attentive to my needs as a marketer. Not only have they helped us obtain feedback from clients through surveys, but they've also helped us build relevant and helpful articles for our brand.

What aspects are problematic or could work better?

The only issue I have with HubSpot Service Hub is that they only offer one knowledge base. This is a shame because my company casts a wide net when it comes to our audience. As much as we want a targeted approach to talking to different leads, HubSpot has limited us to one generic approach to crafting our articles. I suggest that they don't put a cap to the knowledge base and allow us to personalize our knowledge base.

What specific problems in your company were solved by this product?

We are hoping to save more time and effort by simply putting up a knowledge base instead of individually replying to clients' questions. This is still a work-in-progress, and so far HubSpot has been providing us with good support.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

Hubspot makes it easy for me to update tickets across the field. I can tag a note or edit data, and this automatically cascades to all areas with similar filters as the original one. This parallel editing structure has saved me a lot of time and effort.

What aspects are problematic or could work better?

HubSpot has certain limits as to the amount and type of data that we can upload to its system. I do understand the reasoning behind this, but it would be a lot easier on our part if they were to give us more leeway.

What specific problems in your company were solved by this product?

Ever since we've started using HubSpot, dissemination of information has been more streamlined. We've been able to communicate changes more efficiently between silos. Thanks to it, everyone is now on the same page.

Are you a current user of this product?

No

PROS & CONS

What are the best aspects of this product?

I love how intuitive HubSpot is. Its interface is really easy to follow. Plus, it keeps track of all my previous interactions with customers too. This way, I know just where to pick off from our last conversation.

What aspects are problematic or could work better?

Email and chat are a lot easier to manage. This is in comparison to calls that are difficult to track and log.

What specific problems in your company were solved by this product?

It's been a lot easier to follow-up on our clients. I've been able to successfully close leads thanks to HubSpot because it helps me tailor my messaging according to each client's information.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

I'm in Customer Support, and HubSpot has made our lives exponentially easier. Everyone can easily check the notes on each contact (as well as the past correspondence we've had with them) to make sure that we're all on the same page. Ticket handoff, a previously dreaded task, has now become a breeze.

What aspects are problematic or could work better?

Duplicate accounts are getting out of hand. I wish that HubSpot had a way of regulating duplicate contacts, or at the very least flag a new user when their information is already in our system.

What specific problems in your company were solved by this product?

We've had happier customers ever since we started using HubSpot. Our after-sales services are much more efficient than ever. We owe this increased customer satisfaction to this robust tool.

Are you a current user of this product?

No

PROS & CONS

What are the best aspects of this product?

For a small company like ours, it becomes easy for our roles to blur. But it's a good thing that we have HubSpot, and its trifecta of programs, to help us draw the line between the different silos. We now have HubSpot Marketing to take care of all of our promotional campaigns. There are HubSpot Sales for tracking our income and expenditure. And finally, we have HubSpot Service for consolidating our Knowledge Base and launching a chatbot feature to help us communicate with our customers. With all of our operations under the HubSpot umbrella, and with everything integrating smoothly in a satisfying way, we're now more efficient than ever. This is especially thanks to the latest addition—the HubSpot Service Hub. It makes tracking tickets and making sure that they are accurately and promptly answered. Testing out different variables (to determine which our audience will respond to) is easy with HubSpot too. The survey feature is also top-notch. I can positively say that I've been having fun testing out our campaigns through this program. And of course, true to HubSpot fashion, their customer service is impeccable as always. They're all very helpful and eager to help. Kudos to the team!

What aspects are problematic or could work better?

It would be nice to get more information on our first-time visitors. Right now, everyone is tagged as "Unknown Visitor" unless they have previously logged in with us before.

What specific problems in your company were solved by this product?

With all of our marketing, sales, and service center operations under one umbrella, things now run more smoothly in the office. We've finally bid goodbye to long and tedious data exchanges between programs. We can now oversee all of our campaigns, our income, and expenses, from one lens. That's the general benefit of HubSpot. So how has HubSpot Service Hub directly benefitted us? For one, it helps us respond to customer queries better and faster. I might even say that it provides answers more accurately than some of the agents. We've been able to make sure that all tickets are solved promptly. Finally, getting feedback from our customers is a lot easier with the surveys that we've published through this program.

Are you a current user of this product?

Yes