Franklin Obert
Development and Outreach Coordinator · 11-50
1 review written · 5.0 average
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Reviews by Franklin Obert
★★★★★
Support quality is something I never thought I'd lead with in a software review. Features, pricing, integrations, sure. But after three years running donor communications and enrollment outreach through HubSpot, the thing that keeps standing out is how genuinely good their support team is. Not good in a "someone responded within 24 hours" way. Good in a "they actually understood what I was trying to do and walked me through it until it worked" way. That's rare, especially for a non-profit coordinator who doesn't have a dedicated IT person to escalate things to.
I've had probably a dozen support interactions over the years, ranging from basic workflow questions to a fairly messy issue with contact list imports that was partly my fault. Every single time, the rep came in prepared, asked smart clarifying questions, and followed up after the ticket closed to make sure things were still holding. One rep even flagged a setting I hadn't noticed that would've saved me about two hours a week in manual tagging. That kind of proactive attention is not something you expect from a company with over 100,000 customers.
The platform itself is excellent for our context. The free CRM tier got my team started without a budget fight, and the email automation tools have made our donor stewardship communications genuinely more consistent. Reporting dashboards took some learning, and the pricing for certain add-ons can feel steep on a non-profit budget. But the core product delivers, and whenever I've hit a wall, someone on their side has helped me climb over it. If you're evaluating this for an education or non-profit context, the support alone takes a lot of the risk out of the decision.
