Story image

HubSpot’s latest offering makes it easier to deliver better CX

11 May 18

CRM, marketing, sales and customer service platform HubSpot has announced the general availability of Service Hub, the latest product line in the company's growth platform. 

Service Hub is a customer service system that changes the way growing businesses approach and deliver customer support.

Powered by HubSpot's CRM, Service Hub provides companies with a complete record of a customer's journey, meaning faster resolution times and happier customers, turning these positive interactions into marketing gold – positive word-of-mouth. 

"Over the past decade, the acquisition funnel has been considered the most effective model for growth. But as people have become more skeptical of sales and marketing, the funnel has become less effective," says HubSpot president and COO JD Sherman.

"Your biggest untapped growth opportunity today is your existing customers. With Service Hub, we're giving businesses the tools they need to tap into that opportunity,” he says.  

“Support products on the market today treat customers as a cost centre, focusing on cost reduction. We're building a system for companies that view service as a growth opportunity."

When combined with Marketing Hub and Sales Hub, Service Hub integrates customer data with lead and deal data in a way that similar products on the market don't.

This gives marketing, service, and sales teams access to a complete record of a customer's interactions with the company, allowing them to collaborate together to resolve customer issues better and faster.

The individual products that make up Service Hub are designed with the impatient, convenience-focused customer in mind.

Customers can get fast help via their preferred channel, and service teams are armed with the technology needed to efficiently manage it all:

  • Conversations – A universal inbox that unites messages across chat, email, and other channels to help team collaborate and enable customers to engage with companies however they want.
  • Tickets – A CRM object to track, record, and organise customer needs.
  • Automation – Platform-level automation that uses workflows to route Tickets and create a help desk.
  • Knowledge Base – A tool that helps you create simple well-structured help articles from templates that automatically index on Google search and a reporting dashboard.
  • Customer Feedback – A tool featuring guided survey creation, feedback collection, and audience insights analytics.
  • Reporting – A new service dashboard featuring reports on how your team is handling tickets, how customers are sharing feedback, and the efficacy of your Knowledge Base.

"Some clients say that they don't have the budget for more customer service, but that mindset needs to change.

“When you add value for customers, you simultaneously grow your own business," says Steven Loepfe, Storylead founder and managing partner, a beta user of Service Hub, and HubSpot Gold Tier Partner.

Along with the launch of Service Hub, HubSpot also introduced a new inbound service framework and HubSpot Academy lesson to help users create a strategy to turn customers into promoters.

The framework was developed by Michael Redbord, who grew HubSpot's customer support team from 0-250 over the past seven years before stepping into the role of general manager on Service Hub.

Together with Service Hub, the inbound service framework helps businesses:

  • Engage more customers in meaningful interactions across different channels with Conversations.
  • Stay organised and meet customer expectations with Tickets.
  • Guide customers with proactive solutions like Knowledge Base.
  • Grow their relationship with customers by listening and understanding their needs with Customer Feedback.

"As the leader of a customer service team, I personally experienced the challenges that stem from not having a unified, scalable system in place. The simplest of tasks were slow and inefficient, and our customers felt that," says Redbord.

"I brought that knowledge to the table when we set out to build Service Hub. The result is a product I wish I had when I was in that customer service role myself.”

Service Hub will be officially launched today at HubSpot's annual Partner Day after a limited beta period.

The product was built in HubSpot's Dublin office.