HubSpot's Service Hub combines a help desk, live chat, and knowledge base to help support teams resolve customer issues faster. It integrates with the CRM for a complete customer view, includes built-in surveys to measure satisfaction, and lets customers find answers themselves through a self-service portal.
Customer expectations are higher than ever before. Customers want real time resolutions, personalized service, and the tools to solve problems on their own. With its easy and flexible tools and its connection to a powerful CRM platform, Service Hub helps you put your customer first so you can deliver the most authentic service when your customers need you the most. HubSpot's help desk consists of tickets and an inbox. The combination of these two tools helps you record, organize and track all of your customer issues in one dashboard that's accessible to your entire customer support team. Within conversations, you have access to live chat, your team email, Facebook messenger integrations, your chatbots, form submissions, and more. You also have a customizable sidebar that gives you the context you need to have personalized conversations with your customers. Furthermore, the Inbox tool makes emailing and chatting a breeze through email templates, snippets, documents, knowledge base, articles, etc. Even if a customer starts a conversation on chat and moves to email, you won't skip a beat as you're able to switch communication modes with a click of a button or while keeping the conversation open on the same thread. No more providing inconsistent help or asking customers to repeat themselves. Tickets are your way of having a record of each customer issue. You can create and route tickets manually or our favorite way automatically. Additionally, you can organize your tickets in various pipelines, automate how ticket statuses are updated, customize and organize the properties that show up on your tickets, and mark certain properties as mandatory so your support staff know exactly what's required from them before closing out a ticket. Set tasks to make sure your reps are completing what's expected of them and SLAs to ensure your customers are getting timely, exceptional service. Now let's take a look at how Service Hub empowers your teams to provide the most authentic service with genuine human interactions at every customer. Touchpoint we already discussed how you can meet your customers where they are, whether that's on email, chat, messenger, but you can also receive and log calls powered and anchored by your CRM. Use conversation intelligence to identify key terms and trends so service managers uncover customer insights. If supporting one on one conversations is a challenge, implement chatbots to help you book meetings, file tickets, and provide answers to common questions. We also have a number of self service options to help your customers help themselves. Our customizable knowledge base will ensure your support reps aren't wasting time by answering common questions. You'll be able to access usage data, customer feedback and search analytics so that your knowledge base is always evolving to support your customers if your customers still don't find an answer, you can implement support forms on your knowledge base to ensure they get the help they need. When customers do file tickets, they'll have access to a customer portal. A customer portal provides transparency and trust by giving customers a home base to open, track and manage support tickets. Now, because your customers are constantly evolving, you need to keep track of what's working and what's not. With Service analytics, you're able to provide more accurate and genuine service. Service analytics includes industry standard out of the box service reports that complement customizable service report functionality in the Report Builder. And finally, what's the best part about Service Hub? Its connection to our CRM platform and the power that comes from having a 360 degree view of your customer. Having your customer service data and channels together on one CRM platform coupled with the CRM's automation engine means you can easily onboard support, retain and grow your customer base. And unlike other customer service solutions, you can also create your own custom objects in your CRM to organize data based on your unique business needs. Connect the front office with service teams and be proactive with your service. When you deploy customer feedback Search surveys, use pre built templates to track csat, NPS and CES and surface the survey directly in the chat to discover how your customers feel in the moment. If you're looking for more specific feedback, create your own survey through our custom feedback options. All of your survey data will be compiled into dashboards ready to be analyzed. These dashboards will help you identify what's working well, what needs improvement, how your customers happiness compares to industry averages and more. Service Hub provides you with the tools you need to put your customer first. If you want to learn more about any of these tools, check out our Service Hub Software Certification in the Academy app.
