No matter your industry, we share a common purpose - serving people. Our customers determine the value we provide, so meeting their expectations is key to our success.
Topping their list of expectations is personalization - customers want to feel known and valued. However, delivering personalized experiences becomes challenging as your business grows. How can you scale while still making each customer feel special?
Have a closer look at how HubSpot Service Hub's capabilities can help your business wow customers with personalized, seamless experiences - at any scale. When customers feel truly seen and heard, they reward you with lifelong loyalty.
HubSpot Service Hub is a cloud-based software for customer service teams. It integrates directly with their CRM to unify all customer information and interactions in one place.
It has everything you need — an omnichannel ticketing system, knowledge base, and advanced automation to streamline request management.
Agents can also access complete customer profiles and history to deliver personalized, informed support across email, chat, social media, and phone.
It boosts team productivity through process automation, streamlined ticketing, self-service options, and personalized communication channels. By eliminating repetitive manual work, your agents can focus on delivering fantastic service.
Service Hub provides omnichannel support and intuitive tools to keep customers engaged. Agents can maintain helpful, human-centered conversations through email, chat, social media, or phone. It fosters loyal, satisfied customers.
Service Hub has features to support exceptional customer service. Let's look at some of the top capabilities enabling teams to deliver efficiently:
The ticketing system efficiently organizes all those customer requests coming in. It lets agents prioritize based on service agreements (SLAs), collaborate with teammates, and assign tickets based on skills. This system keeps everything moving efficiently.
A few benefits of HubSpot's ticketing:
The searchable knowledge base allows customers to quickly find answers to common questions, reducing the volume of repetitive inquiries. HubSpot lets you take common queries in Tickets and turn them into self-help articles.
Here are other benefits of a knowledge base:
For reps, the knowledge base is also an invaluable internal resource. They can easily reference articles when responding to customers.
Plus, built-in usage reporting lets companies track knowledge base performance. You’ll see opportunities to fill content gaps, optimize search and navigation, and expand self-service content over time.
Complete customer profiles consolidate data from interactions across all departments and channels.
For example, the database includes emails from marketing campaigns, sales call notes, support tickets, etc. Agents instantly access the whole story.
Then, they can deliver personalized, context-aware experiences. They know the customer's previous issues, communications, purchase history, and preferences.
The unified database also prevents frustrating scenarios where customers must repeat information to different agents. Now, the context is visible across the organization.
Customers now expect seamless support across their preferred channels — email, live chat, social media, voice, and more. HubSpot’s CRM empowers omnichannel engagement with shared inboxes to centralize diverse communications.
For example, the Conversations tool consolidates emails, live chat, forms, WhatsApp, Facebook messaging, and more into unified or segmented inboxes.
So, even if your marketing team is mainly in charge of social media accounts, your service reps can access social media inboxes to answer customer queries there. It’s more efficient than switching apps or letting your marketing team answer customer support questions.
Automation routes tickets to agents and triggers actions like sending confirmations to customers.
One example of a workflow is automatically creating a ticket in the system when someone reaches out through social media or email.
With HubSpot, everything’s linked — from inboxes to other sales and marketing tools. Leads seamlessly pass from marketing to sales nurturing. Service tickets automatically connect to existing contact records. Data is synced and cleaned up across teams.
Dashboards provide real-time insights into team performance, ticket resolution, and customer satisfaction. It enables ongoing optimization.
Service Hub’s reporting dashboard lets you monitor ticket origins, response times, ticket statuses, knowledge base performance, and customer feedback metrics.
Using these insights, you can make data-driven decisions, optimize support processes, and continuously enhance customer service operations.
Implementing Service Hub takes planning and preparation to maximize value. Here are steps for getting it up and running:
First, import your existing data to HubSpot so you don’t have to start from scratch. You can bring your current knowledge base articles, customer data, and previous tickets.
HubSpot lets you:
You can quickly get your existing data up and running with minimal disruption to your business operations, allowing your team to focus on service excellence from day one.
Next, organize agents into teams based on function, product support, or tier level. Set permissions to control what agents can access.
For example, you can:
Once your team and permissions are ready, it’s time to optimize processes with workflows. Create automation rules to route tickets, send confirmations, escalate based on SLAs, and more. You can start from scratch or use a workflow template.
Here's an overview of when you start from scratch:
Pro tip: Start with automating repetitive, high-volume tasks that drain productivity. Workflows save time on manual data entry, follow-ups, notifications, and record updates across marketing, sales and service.
Connect platforms such as Zendesk, Shopify, etc., using HubSpot’s powerful data sync. You can connect your CRM with other business apps and keep information in sync.
For example, you can install the Shopify integration from HubSpot's marketplace and connect your Shopify store in just a few clicks.
Select two-way syncing to automatically share contacts, products, orders, and other relevant data between Shopify and HubSpot.
So, when a customer places an order in Shopify, their contact record in HubSpot will automatically update with the order details. And if a support agent updates the customer's profile in HubSpot, that gets synced back to Shopify.
Other key benefits:
The best tool won’t be effective if your team doesn’t know how to use it. So, don’t underestimate the importance of training your team. Be thorough — cover the purpose of Service Hub, where to find features, handle tickets, and access knowledge base articles.
Explain the platform’s purpose and how it will improve efficiency and customer service. Doing this provides context on why it's worthwhile to learn, and it also drives adoption.
Allow time for questions, and don't assume familiarity. Thorough training empowers your team to leverage Service Hub to transform customer service fully.
Providing fantastic customer service is essential for any company looking to stand out. However, scaling support across growing teams and channels presents challenges. Service Hub provides the complete CRM solution to overcome these hurdles.
With robust ticketing, omnichannel options, automation, and integrated data, Service Hub gives agents the tools to deliver personalized, efficient service. Customers benefit from swift resolution and a connected experience.
Ultimately, exceptional service pays off in higher satisfaction, loyalty, referrals, and business growth. Service Hub paves the way for truly customer-centric service experiences.
Ready to take your service to the next level? The customer service experts at Origin 63 can help you master Service Hub and transform how you support customers.
Our dedicated teams will handle your CRM implementation and customization to maximize value for your business. We take care of set-up, data migration, integration, training, and ongoing optimization so you can focus on customers.
Don't settle for mediocre support experiences. Partner with Origin 63 and HubSpot Service Hub to stand out from the competition and create loyal customers.
Get in touch today to discuss how Service Hub will transform your service organization. It's time to make every interaction count.