Did you know that 87% of consumers are willing to tell others about a good experience with your brand?
The scary part is a whopping 95% of your customers are willing to tell others about a bad experience with your brand!
Today’s customers expect exceptional experiences, which means delivering prompt and personalized service is no longer a choice—it’s a necessity.
When it comes to customer service, we often focus on the human side, but what about the technology that can help you scale your efforts and amplify your customer delight? Customer service representatives face a tough job, often juggling several tickets at once from multiple channels and pressure from the boss for faster and faster time to close.
HubSpot Service Hub is one of the best help desk platforms of 2024. It can help you deliver top-notch customer service across every touchpoint while making your support team’s lives a whole lot easier.
Here's what's covered in this article - just click to jump to the section you're most interested in:
- What is HubSpot Service Hub?
- Service Hub and the HubSpot Platform
- Features and Benefits of HubSpot Service Hub
- Who is Service Hub For?
What is HubSpot Service Hub?
When there’s a problem or issue, your customers often expect an immediate resolution and 24/7 personalized service across various channels. However, the reality is that service reps grapple with data that’s often siloed, sometimes in different systems, and challenging to access. HubSpot Service Hub addresses this challenge by connecting all customer data and communication channels on one platform.
Simply put, HubSpot Service Hub is customer service software that helps you be there for your customers when they need it the most.
But what sets HubSpot Service Hub apart? It brings your service team to the forefront of your organization by connecting them with marketing and sales. No matter where your customers seek help—website, email, or social media—Service Hub ensures you’re there to help.
It also helps you gain a deeper understanding of customer satisfaction with real-time feedback through customer surveys. By tailoring surveys to specific interactions, like after a customer makes a purchase, businesses can personalize customer experiences and promptly address any concerns.
Service Hub also includes reporting tools to help you improve your customer service strategy with data-driven decision-making. You can monitor the service team’s performance, track response times, and customize dashboards to focus on key metrics.
To help you scale your customer support efforts, Service Hub’s automation capabilities streamline routine tasks, such as ticket assignment and follow-up communications. Plus, you can create sophisticated workflows that automate complex processes across departments. Automation is key to enhancing overall service efficiency.
A Key Piece of the HubSpot Platform
What makes HubSpot Service Hub stand out from other Help Desk platforms? It’s loaded with key tools like knowledge base, ticketing automation, conversation inbox, customer portal, and surveys; but what really makes it shine is its connection to the rest of the HubSpot Platform.
Service Hub runs on HubSpot’s Smart CRM and seamlessly connects to HubSpot’s Sales Hub, Marketing Hub, Commerce Hub, Operations Hub, and Content Hub.
By using a connected tool like HubSpot, you can attract, engage, and delight across your entire organization. Talk about making your flywheel spin!
Imagine a world where your sales team knows that a customer has opened a service ticket and they can remove that contact from the next upsell campaign because they don’t want to try and sell to an unhappy customer.
Or, where your marketing team can leverage the customer survey data from the service team to launch a referral program to highly-satisfied customers only.
That’s the kind of cross-organization connections and synergy that opens up with a tool like HubSpot Service Hub.
Features and Benefits of HubSpot Service Hub
HubSpot Service Hub includes a lot of powerful tools and features available through free and premium plans.
Some notable features include:
- Conversational tools
- Shared inbox
- Help desk automation
- Knowledge base functionality
- Customer surveys
- Reporting
- Customer portal
- Playbooks
- And more
The best part is it’s all powered by HubSpot’s Smart CRM to give your business one unified view of your customer interactions.
Other Benefits
- Operations Visibility: When everything is in one place, you can open up new visibility across your organization. Imagine if you could give your sales team insights into all service tickets post-sale, preventing up-sale outreach with open tickets.
- Search Engine Optimization (SEO) Boost: Knowledge Articles have two big benefits. Not only do they help your customers self-serve, but they also contribute to improving your online visibility through SEO.
Who is HubSpot Service Hub for?
The ones who will benefit from HubSpot Service Hub the most will be those who are invested in HubSpot throughout their business. The synergy created by using multiple HubSpot Hubs leads to efficiency and growth for your business.
HubSpot Service Hub is also a great choice for businesses that need to offer customer support as an integral part of their business model. Industries like technology and software, e-commerce, telecommunications, healthcare, banking, hospitality, and others. Service Hub enables you to connect with them on a deeper level in a scalable way.
The Bottom Line on HubSpot Service Hub
Think back to our opening statistic—87% of consumers share positives and a whopping 95% spread negatives. Today’s customers not only expect great experiences, but they also actively share their experiences with others.
HubSpot Service Hub arms your customer support team with the tools to create the kinds of positive experiences that are worth talking about.
What do users think of HubSpot? Here's what they reveal as the pros and cons of Service Hub
