HubSpot’s platform has everything your company needs to manage customer interactions, all in one place. From your sales to your marketing staff, to even your service and web designers, your teams can all work underneath one CRM system that tracks and connects all their data.

Today, we’ll take a look at HubSpot Service Hub specifically. What types of features can you expect? How do the pricing tiers differ? What can HubSpot do for your services team?

What is HubSpot Service Hub?

HubSpot Service Hub is a package built by HubSpot that contains all the tools your service team needs to create a unified and pleasant customer service experience.

The great thing about Service Hub is that all your vital customer service tasks can be done directly from this platform. From your service tickets to your knowledge base articles, to feedback surveys, and even your website live chats, your service team can focus all their customer experience efforts in one unified platform.

HubSpot Service Hub Ticketing
<em>An example of a ticketing queue in HubSpot Service Hub</em>
HubSpot Service Hub Knowledge base
<em>An example of the knowledge base in HubSpot Service Hub</em>

Why Service Hub?

Your customer service team is one of the most critical team within your business. In fact, the value of customer service you provide can easily make or break your overall growth. Think about it—if a customer has a delightful customer experience, their chances of working with you again have increased tremendously. In fact, approximately 81% of consumers say that a positive customer service experience will increase the chance of them making another purchase.

A positive customer experience is rooted in consistency, speed, and knowledge to solve your consumers issues, without friction.

Although there are plenty of different CRM systems that offer some level of service tools, HubSpot has definitely differentiated themselves with a seamless, user-friendly platform that allows teams to not only build their customer service strategy from scratch, but also connect and build-on other strategies related to those functions in other departments.

Here are a few of the most used Service Hub tools:

  • Feedback Surveys: With HubSpot’s feedback surveys tool, managers can pinpoint exactly how well their service team is doing. Feedback surveys allow you to automatically send the customer a survey after any chat session has ended and gather analytics on how satisfied your consumers truly are.
  • Chatbot and Live Chat: Using HubSpot’s live chat and chatbot tool, managers can set up live chats between their service team and customers, or even create offline bots that capture any service tickets, questions, or concerns while your team is away.
Service Hub Live Chat Setup
<em>An example of what you'll see when you're ready to set up live chat in Service Hub</em>
  • Service Level Agreements: SLAs in HubSpot Service Hub allow managers to create consistency and accuracy when it comes to capturing service tickets. HubSpot gives your users the ability to track reply time and close time for each customer service ticket, keeping your team accountable and aware of their performance as it relates to the SLA.
  • Knowledge base: The Service Hub comes with a knowledge base that allows users to build, track, and analyze articles. Maintaining the knowledge base through Service Hub is easy and ensures your team is always providing not only consistent content, but content that your consumers truly need.
  • Customer Portal: With HubSpot’s Customer Portal, your customers are empowered to manage their own requests. They can log into their customer portal instance to see their ticket status, respond to, and even close their tickets. Within the customer portal, customers can keep track of previous issues as well.
  • Automation: Service Hub allows users to create workflows that keep the team focused on important tasks first. Managers can define trigger notifications, set reminders, create tasks for their users, and even enroll customers in different workflows according to certain criteria. This is critical to eliminate any manual tasks and build a unified customer experience.

These are just a few of the tools that Service Hub offers. Here is a deeper look at which tools are offered per tier.

Defining Service Hub at Each Tier

Like many software systems, HubSpot offers various subscription tiers based on a company’s budget and service needs. In this section, we’ll look closer at each tier and what it offers to help you decide which might be best for you.

  • Free: Users taking advantage of HubSpot’s free Service Hub have access to many free tools, however, most of the tools include HubSpot’s branding that cannot be removed. Also, to the free version limits how many items you can create.

    For instance, live chat can be used within the Free tier, however, it includes the HubSpot branding. Another example would include the ticketing pipeline. Within the free tier, users will only have the ability to create one ticket pipeline per account. This tier allows users to explore HubSpot and try its tools to see the how user-friendly they are, but its capabilities are limited.
  • Starter: In this tier of Service Hub, users have the ability to unlock a few more features, with an increased limit. The first huge benefit of upgrading to this tier is that, while utilizing the live chat feature, you can remove the HubSpot branding. This allows you to add your business branding, giving your website visitors a more personalized experience! Another great add-on within live chat is that mangers can now track emails and notifications without any notification limitations. In other words, users can now receive an unlimited number of email open and click notifications.
  • Professional: The HubSpot Service Hub Professional tier allows you to create up to 100 inboxes. Creating and connecting 100 different inboxes allows your reps to create custom views for the content that means the most to them. Another benefit of this is in ticket pipelines. Users can create up to 15 different ticket pipelines per account!
  • Enterprise: This is the top tier of Service Hub. In other words, this gives the users the maximum ability to utilize the system to its fullest capability. With Enterprise, users can access all the CX functions that Service Hub provides.

Please note, these are just a few of the features included within each tier. For a more detailed list of what is included per tier, check out this service page here.

Overall, the tools and resources you can utilize via HubSpot Service Hub are endless. For more information or a demo on how Service Hub can be beneficial to your business, contact the experts at TAI!

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