Why We Love HubSpot Service Hub (And You Should, Too!)

May 04, 2022

Almost every business process carried out by an organization revolves around the needs of its customers. Customers have always been at the center of an organization’s activities and have always commanded complete attention. Irrespective of the scale at which you operate and the industry you belong to, disappointing your customers is the last thing you’d ever want!

Over time, customer needs have gone through a significant change. Gone are  the days when they would lap up the generic support offered by support  agents and the manuals that followed the “one size fits all” approach. In 2022,  customers want personalization at every front, right from marketing and sales  to customer support. They want to be felt heard by the businesses they engage  with and to obtain solutions that are specifically tailored for them.

If you are willing to get on the digital bandwagon and revolutionize the support  offered to your customers, you should implement HubSpot Service Hub within  your organization right away!

What Is HubSpot Service Hub?

HubSpot Service Hub is a HubSpot offering that allows organizations to provide  quick, personalized, and streamlined support to their customers. Right from  automated ticketing to streamlined case management, it provides users with a  range of advanced tools and features that allow them to understand the  context of the issues faced by their customers and provide them with tailor- made solutions across multiple platforms.

Just like all other HubSpot offerings, HubSpot Service Hub connects all your  customer service data within a centralized CRM platform for better  management and more efficient services. The customer service platform keeps t rack of every interaction between your agents and customers, analyzing the  same to provide you with valuable insights.

What Value Does The Service Hub Add To Your Business?

In the age of immense competition across almost every industry around the  world, it has become increasingly important for businesses to retain their  customers. If you fail to cater to their needs, it wouldn’t take the time to  switch to the next best alternative in the market. 

T he service and support you provide to your customers is often the  differentiator that may make or break the growth of your business. HubSpot  Service Hub allows you to cater to the specific needs and preferences of your  customers by providing them with seamless support whenever they are in  need. This makes your customers feel valued and helps you build healthy  relations with them.

We live in a digital era where process automation and personalization have  seeped into almost every business process. This has increased the expectations  of customers across the board from the brands they engage with. By  implementing HubSpot Service Hub, you can meet (and even exceed!) all these  expectations via faster response time, customized solutions, and omni-channel  support.

By providing state-of-the-art support to your customers and prospects, you can  build a base of loyal customers and drive home more revenue over time.

HubSpot Service Hub Features For Different Editions

One of the biggest benefits of HubSpot Service Hub is that its basic edition is  available to every user for free. It provides a range of different features to  organizations that are not willing to spend a fortune on providing streamlined  support to their customers.

According to your business needs, you can choose to implement one of the  four HubSpot Service Hub editions – Free, Starter, Professional, and Enterprise.

Here are the key features offered by each of these editions:

HubSpot Service Hub Features – Free Edition

Ticketing System

The free edition of HubSpot Service Hub provides users with a streamlined  ticketing system. This allows you to log all the cases of your customers in the f orm of different tickets that can be handled by the service agents. The  ticketing feature also provides users with a centralized view of all the tickets  managed by the organization, the tickets prioritized, and the ones closed  successfully.

Live Chat

Live chat is one of the most efficient ways of providing quick and personalized  support to your customers. The free edition of the Service Hub allows your  prospects and customers to interact with chatbots and/or service agents live as  they visit your website. The prompt feedback and personalized resolution of  problems increase the chances of a prospect being converted.

AI Chatbots

In order to provide 24/7 support to your customers, you can deploy AI  chatbots to assist them in the absence of your service agents. These  conversational chatbots would interact with your customers, understand the
context of the issues faced by them, and provide them with relevant answers  within a matter of seconds. From creating support tickets to qualifying leads  and scheduling meetings, AI chatbots can be used for a range of different  purposes.

Scheduling Emails

The free edition of HubSpot Service Hub allows users to schedule support  emails to be sent to specific customers at specific times.

Shared Inbox

HubSpot Service Hub allows users to build a shared inbox where a range of  different emails and chat conversations can be gathered for all members to  access. This inbox can be used to facilitate seamless collaboration between  sales, marketing, and services teams. The free edition of HubSpot Service  Cloud allows you to create one shared inbox.

Shared Email Address

This feature allows users to create a single email address that can be used by  every member of the team to ensure consistency and an organized approach  across the board. If some service agents are not available to handle incoming  cases, others can take the charge and handle the concerned cases from the
same email address.

Call Records

The free edition of the Service Hub allows users to make and receive calls  through the platform of HubSpot CRM. These calls can be recorded with  relevant data being added to the CRM for analyzing and reporting purposes.  The free version allows every user to make calls for a period of 15 minutes.

Email Templates

The customer service platform provides every user with a range of different  email templates to choose from while drafting emails for different customers.  These emails and their templates can be saved and shared with team members  for enhanced efficiency.

Reports And Dashboards

The free edition of HubSpot Service Hub allows every user to create one  dashboard with not more than 10 standard reports. These reports provide  them with valuable details about every case while it is ongoing and once it is  successfully closed. These reports help service agents improve their services  and train their subordinates.

Mobile Application

To ensure the utmost flexibility of operations, the free edition of HubSpot  Service Hub provides users with mobile applications that can be accessed on  the go.

HubSpot Service Hub Features – Starter Edition

Along with all the features offered by the free edition, here are the key  features offered by the Starter edition of the Service Hub:

Automated Conversation Routing

This feature allows the customer service platform to route the conversations  and emails pertaining to specific cases to the most suitable service agents  within the team. This prevents confusion and streamlines the cases that need t o be resolved without delays.

Ticket Pipelines

This HubSpot Starter Edition feature allows users to split tickets into multiple  pipelines on the basis of regions, brands, teams, and other relevant  parameters. This edition allows users to create two distinct ticket pipelines.

Multiple Currencies

The Starter edition allows users to add up to five different currencies to their  accounts.

Email Automation

This edition allows the platform to trigger automated email notifications to be  sent to specific customers when their tickets are created or closed. It also  allows you to send automated emails when there is any significant change in  their tickets.

HubSpot Service Hub – Professional Edition

Along with the features offered by the two editions discussed above, here are  the key features offered by the Professional edition of HubSpot Service Hub:

Email Sequences

The Professional edition allows users to send automated and personalized  emails to specific customers along with sequences. The sequences allow users  to send a series of tailor-made emails to interesting customers/prospects at  the right time. This saves your team members from writing and sending  personalized emails to your customers and helps them focus on the core  business processes.

Knowledge Base

The Professional edition allows businesses to create a comprehensive  knowledge base from which customers can find appropriate answers to their  questions. From creating a dedicated FAQ page to specific knowledge articles,  this feature allows you to gather all relevant information about your offerings  in a centralized repository.

Surveys

This edition also allows users to create and conduct personalized surveys to  obtain honest feedback from their customers for their services.

HubSpot Service Hub Features – Enterprise Edition

Along with all the features offered by all HubSpot Service Hub editions  discussed above, here are the key features offered by the Enterprise edition:

Playbooks

Playbooks allow users to add relevant internal documents, manuals, and other  important information to a centralized HubSpot account for creating a virtual  library of useful documents. These documents can be used to extract and  share content that is unique to your business and the services it provides.

Automated Call Transcription

The Enterprise edition allows the platform to create automated transcripts of  the phone conversations taking place between your agents and customers  (only in English).

The Final Word

The list of features offered by HubSpot Service Hub seems endless! While  these were some of the major features on the surface, there are  many more that you can discover by diving a little deeper.

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