What is the HubSpot Service Hub?

Before we dive into HubSpot Service Hub and the benefits that come with such an advanced platform, let’s take a look at HubSpot in its entirety. 

To put it simply, HubSpot is an inbound marketing and sales software that helps companies to attract visitors, convert leads and close customers. The platform does this by bringing together a vast array of functionalities that allow marketing, sales and service departments to manage all their activities and processes in a single place. This included social media sharing, content creation, lead capture, workflow automation, sales pipeline mapping and customer relationship management. 

The tools available in the platform are divided into what is known as “hubs.” You are able to purchase these hubs separately, but when combined they work together to ensure a seamless sales, marketing and support process. With the HubSpot platform driving business processes, siloed information becomes a thing of the past and departments are able to align effortlessly - which drives business growth substantially.

Introducing The HubSpot Hubs

As stated previously, HubSpot is a complete Customer Relationship Management platform and offers all the tools you need to grow your business better. 

HubSpot has also organised its offerings into 4 Hubs, these are:

• Marketing Hub: All the tools that you require to run a great marketing campaign are available within this software, and these tools work together to attract, engage and delight potential and current clients.

• Sales Hub: Made up of tools to help your sales team seamlessly manage, communicate with and track leads. With this platform your team has more insight into the sales pipeline, empowering them to interact with the highest quality leads - at the right time. 

• CMS (Content Management System) Hub: Helps you keep track of your website visitors from their very first visit all the way through to purchasing. It also has the tools to optimise content for personalised paths in order to increase conversions. 
• Service Hub: This software ensures swift and easy connection with potential and current customers. This kind of personalised service makes for happy customers, which in turn, improves your bottom line significantly. 

It is important to note that each of these hubs comes with different subscriptions and some tools may not be available for certain subscription levels. 

In this article, we take a look at the HubSpot Service Hub and learn more about how you can use this platform to grow your business and increase your bottom line.

Introducing HubSpot Service Hub

Today, customers expect instant communication and resolutions within minutes. We live in the age of instant communication and are more connected than ever before, with this in mind customers also expect 24/7 service coupled with personalisation across multiple platforms. In order to meet these growing demands, businesses need to invest in tools and technologies designed that can be rolled-out across multiple online touch-points. 

The HubSpot service hub offers the tools to connect your business with your customers through multiple channels - in a single place. The Service Hub provides the technology to scale your support processes using advanced automation, personalisation and self-service software. 

With this in place, you are able to provide your customers with service that delights, retains and grows your customer base. It also allows your support team to provide a greater service which improves your bottom line and helps your business grow better. 

So, what are some of the features you can find on HubSpot Service Hub?

The Primary Features of HubSpot Service Hubs

1. 1. Feedback Surveys

2. With HubSpot Service Hubs feedback surveys you are able to improve your service by learning about your customers through implicit and explicit information, helping you identify the value your customers are gaining from your business. With the feedback survey tool you are able to collect valuable feedback around customer loyalty, satisfaction and support. 

The feedback surveys you can send out through the platform include customer effort score, net promoter score and customer satisfaction score. 

• Customer Satisfaction Survey: Collect feedback about aspects of your business. You can also ask specific questions with this survey - questions relevant to your individual customers and the interactions they have had with your business. This allows for personalised feedback while building trust with the customer. 

• Customer Support Survey: Once a customer support ticket has been closed, the system can automatically send out a survey regarding the customer support experience. This shows the customer you care, and will help you better processes to help your business grow better. 

• NPS Survey: The Net Promoter Score (NPS) is a scale that gives you the ability to measure a customers’ willingness to recommend your service or business to others. This score is calculated by asking respondents about their experience and if they would recommend the service to a friend, colleague or family member etc. This score gives you insight into how customers are helping your business growth.

1. 2. Support Ticket

When your customer requires help, HubSpot support tickets ensure they can receive the support they need. The ticket system allows customers to reach out to your business with their particular issue or requirement and gives your team the opportunity to capture, manage and resolve tickets. 

The Service Hub’s ticket tool helps you set up different pipelines for tickets allowing you to separate external and internal tickets and sort them across teams. This tactic ensures tickets reach the right person and no customer query falls through the cracks. Another important feature is that HubSpot records the entire record and support teams are able to leave notes and create tasks from the ticket. 

3. Knowledge Base

A knowledge base is a library of information and resources specific to your business. The HubSpot knowledge base offering helps you provide your customers with answers to frequently asked questions and this helps your customer support team by removing tedious tasks from their schedule. 

The HubSpot service hub makes it simple to create knowledge base articles and organise resources and you don’t need web experience to know how to do this. The user experience that comes with HubSpot is unmatched and made clear in the service hub. 

4. Automation

The Service Hub tickets and surveys are all automated which saves your sales and marketing team time. You are able to set up workflow tasks and automate them through HubSpot which frees up your teams time and allows them the space to work on gaining more leads and closing more deals. 

You are also able to automate surveys and tickets around certain behaviours. For example: when a deal is closed you can add a client to the NPS survey list and create tickets for your service team to initiate future outreach. 

To put it simply, automation provided by HubSpot and the service hub aligns sales, marketing and service teams. 

5. Reports

All of the tools available through HubSpot Service Hub allow for analysis and reporting and you are also able to build reports around tickets, surveys and your knowledge base.

The report library offered on the platform has pre-built reports and reporting across your knowledge base, tickets and feedback surveys should work together to better your processes. For example: Ticket reports can help you understand what customers struggle with the most, which will inform you of what you need to add to your knowledge base to better the customer experience. 

These are just 5 features that come with HubSpot’s Service Hub, other notable features include: chat bots, live chats and conversion bots. 

The Takeaway

The HubSpot Service Hub allows you to better align departments across your business. 

Essentially, with the HubSpot growth suite of services you are able to break your departments down into marketing, sales, service and CMS silos to create a streamlined and memorable experience for your customers. 

Interested in HubSpot For Your Business?

As DXG, we offer the entire suite of HubSpot CRM solutions. 

From implementing the HubSpot systems to training your teams, we transform organisations with the inbound methodology and we adapt HubSpot to suit your business goals. Whether your focus is generating leads, accelerating sales or developing a powerful website, we offer the complete range of HubSpot services to meet your needs. 

Together, we build your custom solution.

Get in touch with one of our HubSpot Service Experts.