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HubSpot Service Hub Review (2024): Pricing, Pros & Cons

HubSpot Service Hub is a comprehensive customer service software platform designed to improve customer satisfaction, streamline support processes with tools like ticketing and live chat, and build customer loyalty through unified communication channels and feedback systems.

Ease of Use
Value For Money
Customer Support

What is HubSpot Service Hub?

HubSpot Service Hub is a comprehensive component of the HubSpot ecosystem designed specifically to improve customer service operations with a focus on streamlining the service pipeline. It serves as a unified platform for managing customer interactions, requests, and support needs through the customer portal, enabling organizations to efficiently deliver personalized support through features such as onboarding processes and surveys. Integrating customer data from multiple channels enables support teams to provide targeted assistance and improve the overall customer experience.

What is HubSpot Service Hub Good for?

HubSpot Service Hub excels at centralizing customer service and support functions through its help desk and shared inbox, making it an excellent tool for managing customer relationships. It is particularly effective at streamlining customer service processes, automating repetitive tasks through service analytics, and facilitating easier customer communication through a centralized ticketing system. In addition, its ability to build comprehensive knowledge bases and deliver personalized support at scale is a major advantage for organizations looking to improve the quality and efficiency of their customer service.

Who Should Use HubSpot Service Hub?

HubSpot Service Hub is ideal for organizations of all sizes looking to prioritize and improve their customer service experience. It is especially valuable for support teams looking to consolidate their customer service tools into a single platform, enabling more personalized and efficient customer interactions with features like surveys and a cohesive service dashboard. Organizations looking to automate service processes, track customer interactions across multiple channels, and build strong, lasting relationships with their customers will find HubSpot Service Hub to be an indispensable tool in their operations.

HubSpot Service Hub Company Details

HubSpot, Inc., the company behind Hubspot Service Hub, was founded in 2006 by Brian Halligan and Dharmesh Shah. The company is headquartered in Cambridge, Massachusetts. HubSpot is a developer and marketer of software products for inbound marketing, sales, and customer service, including its well-known marketing hub and service companies. At last count, HubSpot had more than 4,600 employees and served thousands of customers in more than 120 countries. The publicly traded company (NYSE: HUBS) has consistently grown revenue and expanded its product suite since its founding, reflecting its commitment to helping businesses grow through its comprehensive software platform. Over the years, HubSpot has raised significant funding, underscoring investor confidence in its business model, growth trajectory and pillars such as the Service Hub Professional and the Sales Hub.

Company Name: HubSpot

CEO Name: Yamini Rangan

Est Year: 2006

Employees: 5,001-10,000 employees

HQ Location: Boston, MA, USA

Yamini Rangan, Chief Executive Officer at HubSpot
Yamini Rangan
Chief Executive Officer
Brian Halligan, Co-Founder and Chief Executive Chairperson, HubSpot
Brian Halligan
Co-Founder and Chief Executive Chairperson

HubSpot Service Hub Demo & Media

HubSpot Service Hub Top Features

Help Desk & Ticketing

HubSpot Service Hub's Help Desk & Ticketing solution empowers customer service agents to manage and resolve tickets in an AI-first workspace by building 360-degree intelligence into every interaction.

Call Tracking

Call tracking makes it easy to receive inbound calls from customers and track them in HubSpot.

Knowledge Base

With the HubSpot Service Hub, customers can help themselves with simple issues, and the Knowledge Base feature reduces support calls.

AI-Powered Chat (Beta)

Still in beta, AI-powered chat helps automatically route users to the right people on the support team. It also helps customer support teams set up their own GPT-powered chatbot to help their customers immediately.

Omni-Channel Messaging

Support teams can meet their customers wherever they are by accessing multiple channels in the inbox and seamlessly switching between them.

SLA Management

The HubSpot Service Hub provides advanced SLAs that help manage the support team at scale to increase agent efficiency and customer transparency.

Customer Success Workspace (Beta)

The Customer Success Workspace is designed to manage a company's books and proactively engage customers with customer health scores and product usage insights.

Feedback Management

Organizations can create NPS, CSAT, CES, and custom surveys to gather critical customer feedback.

Fully Integrated Smart CRM

Fully integrated Smart CRM automatically tracks customer details and interactions with a company in a single source of truth that's accessible to the entire team.

Service Analytics

HubSpot Service Hub helps uncover key insights with out-of-the-box reports that help companies deliver efficient, authentic service.

Mobile Inbox

Customer service teams can stay productive on the road with the tools they need to collaborate and deliver agile support.

Pros of HubSpot Service Hub

  • Integrated live chat
  • Easy to set up
  • Workflow optimization
  • Powerful reporting features
  • Seamless integrations with other Hubpot applications
  • Customer Portal for Ticket Tracking
  • High level of organization, especially for contacts
  • Lead Management
  • Easy access to client information

Cons of HubSpot Service Hub

  • Lack of multilingual knowledge base
  • Mobile application doesn’t have all modules
  • Quite expensive
  • Limited input survey format

HubSpot Service Hub Pricing

HubSpot offers different versions of our service software to grow with your business. Businesses can start with the free version of the tool with limited functionality and add more features as they grow. They can also choose to hit the ground running with one of the premium editions. Let’s take a look at the pricing details for each version below.
$0/month (No credit card required)
  • Contact management
  • Ticketing
  • AI chatbot
  • Team email
  • Tickets closed reports
$20/month per seat
Yearly Billing: NA
  • Everything in Free
  • Simple ticket automation
  • Multiple ticket pipelines
  • Multiple currencies
  • Calling SDK
$100/month per seat
Yearly Billing: NA
  • Everything in Starter
  • Help desk workspace
  • Knowledge base
  • Customer success workspace
  • Customer portal
$130/month per seat
Yearly Billing: NA
  • Everything in Professional
  • Playbooks
  • Advanced SLAs & routing
  • Single sign-on
  • Multiple knowledge bases

HubSpot Service Hub Price Comparison

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What Kind of Support HubSpot Service Hub Offers?

HubSpot offers a comprehensive list of guides to help new users get started with the Service Hub and its other tools. These include a Community section for starting discussions and browsing solutions, a Knowledge Base section for reading how-to articles and guides for all HubSpot tools, and an Academy for watching tutorials and getting certified. There is also developer documentation, customer blogs, and a solution partner section for working with a certified partner to get more out of HubSpot. However, these support options are only available to different user categories. For example, all Free Tools users and View-only Seats users receive community support only, while Starter Account users also receive email and chat support. Finally, Professional and Enterprise accounts get Phone in addition to the remaining support options.
Email Support
Live Chat
Forum & Ticket
Tutorial Videos & Documentation
Phone Support
Premium Support

HubSpot Service Hub FAQs

Yes, it is legitimate. It is part of the reputable HubSpot ecosystem, which provides organizations with a comprehensive suite for improving customer service and delivering personalized support at scale through a centralized platform.
The service is worth paying for because it offers a number of features designed to improve customer service and support. These include a ticketing system, automation tools, and consolidation of customer data from multiple sources to ensure personalized support and satisfaction.
The service offers integrations with many software solutions, including Facebook Messenger, to enhance its functionality. These integrations enable seamless data flow and connectivity across multiple platforms, including Sales Hub and Service Hub Professional, extending Service Hub’s capabilities into the customer service ecosystem.
Yes, analytics and reporting features are accessible within the HubSpot Service Hub. These features provide valuable insight into customer interactions and support performance, enabling organizations to make informed decisions and continuously improve their service strategies.
HubSpot Service Hub is highly reliable for managing customer support tickets, providing an efficient ticketing system that helps streamline requests, automate repetitive tasks, and promote timely resolutions, all of which contribute to improved customer satisfaction.
Its popularity stems from its ability to deliver authentic, personalized service, its integration with the larger HubSpot ecosystem, and its comprehensive features that prioritize the customer experience and facilitate streamlined support processes.
Yes, HubSpot Service Hub allows for the customization of support workflows, enabling organizations to tailor their service procedures to meet specific needs, increase efficiency, and improve customer experience outcomes through personalized support strategies.
Yes, it can be used by organizations of all sizes, from small startups to large enterprises. Its scalable features and ability to integrate seamlessly make it ideal for companies looking to streamline their customer service operations and improve the user experience. 
HubSpot Service Hub contributes to customer retention by providing tools to deliver timely, personalized support and by fostering strong customer relationships through effective management of the customer journey and satisfaction, thereby driving loyalty.
The service offers several types of customer service automation, including automated ticket routing, response time optimization, and knowledgebase creation, which collectively improve the speed and quality of customer support. 

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At BeginDot, we go through each product in detail so that we can prove the most authentic information to our audience. We try the products, go through documentation, do research in user sentiments before adding our final recommendation. 

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