HubSpot is laser-focused on delivering an exceptional customer experience, and its features are a clear indication of that commitment. With the ability to track every interaction and touchpoint, service reps will be able to provide a higher level of service and support. Additionally, the new Knowledge Base and Chatbot features will help to automate and streamline support processes. Overall, these features are a big win for customers and service reps alike.
Your happiest customers are your best advocates — they reinvest in your business, buy again, and refer your services to their networks. Unhappy customers, on the other hand, cancel their contracts, won't purchase again, and actively discourage others from choosing you. Furthermore, retaining existing customers is more cost-effective than finding new ones. So focus on making your customers happy — it'll pay off in the long run!
Service Hub is an excellent tool for businesses that prioritise customer satisfaction and growth. In this article, we will explore how to use Service Hub's features to create a top-tier customer service experience.
If you want to make the most of your customer service software, find out more about our Service Hub services or get in touch with our team today. We would be happy to discuss your requirements and help you get the most out of Service Hub.
8 Service Hub use cases
1. Provide real-time customer support through live chat and mobile help desks
As the world becomes more and more digital, businesses are increasingly turning to service hubs to provide customer support. The HubSpot service hub provides a central location for all customer support activity, including live chat and mobile help desks. This allows businesses to provide real-time customer support, no matter where their customers are located.
Service Hub's live chat and mobile support channels are ideal for such interactions since they offer convenience and immediacy. Customers can get their questions answered quickly and easily, without having to wait on the phone or go through a lengthy email exchange. Plus, mobile support allows customers to get help while they're on the go.
2. Optimise your customer's ticket pipeline to meet their specific needs
Service Hub provides a default "Support" pipeline, but you also have the option to create custom Service pipelines to better suit the needs of your specific product lines, business units, or inquiry types. This way, you can add different stages and automation that are more tailored to each support scenario. This flexibility allows you to better serve your customers by providing them with the most efficient and effective support possible.
At Real Inbound, we understand how important it is to have a streamlined process for internal requests. That's why we've created a custom pipeline specifically for HubSpot portal requests. This way, any support requests that come through this channel are automatically routed to the right internal stakeholder for review. This helps to ensure that all queries and change requests are handled in a timely and efficient manner.
3. Improve rep productivity and report closure time
A customer service interaction should be quick and easy for both the customer and the customer service representative. HubSpot service hub can help you increase efficiency, get the most out of your team, and deliver a more productive service for your customers by transforming your customer service metrics.
4. Organise all customer communications with a shared inbox
Have you ever been a customer who has had to explain your entire problem to multiple customer service representatives? It's not only frustrating, but it also wastes a lot of time.
Service Hub's shared inbox eliminates this problem by allowing any customer service representative to pick up where the last one left off. This way, there are no disruptions or hiccups in service, and the customer can get the help they need as quickly as possible.
5. Provide seamless customer service with automated workflows that highlight tasks and next steps
It's important to follow through on promises made to customers, especially when it comes to follow-up service interactions. This can be difficult to do at scale, but Service Hub's automated task queues can help by automatically scheduling follow-ups with the right team member with little to no manual involvement required. Additionally, automated task queues can help to reduce the overall workload for team members, as they will not need to manually schedule follow-ups as often.
6. Make your team's responses to customers unique by creating unique snippets
When times are tough and your team is in over their heads, it's crucial to have pre-determined responses for your agents to use with customers. This will help solve customer problems quickly and efficiently, without sacrificing quality or consistency.
HubSpot service hub's unique snippets feature will give your team the tools they need to help more people in less time. With snippets, your team can quickly and easily find the answers to common customer questions, without having to search through your entire knowledge base. Plus, snippets can be customised to fit your team's unique needs and workflows.
7. Transact with your customers how, when, and where they want
Offering your customers convenience is key to success in today's market. Customers want to be able to contact you on their terms, using their preferred device and channel.
Sales Hub gives your customers the ability to contact you whenever and however they want. Providing this convenience will keep customers coming back. By offering customer support through HubSpot service hub, you can keep them updated on your latest products and services, and answer any questions they may have. In addition, Sales Hub allows customers to contact you through their preferred method of communication, whether it's by phone, email, or live chat. This flexibility will keep them coming back, and ensure that you're always available to them.
8. A CRM-powered inbound calling solution that logs and receives calls
Having a connected service system that integrates with your CRM is important to capture all customer data in one place. Among the records, you should keep for the customer are their service interactions and their challenges with your product or service, including those they have reported via voice channels. This will allow you to provide a better level of support for the customer and enable you to resolve any issues they may be having more effectively.
Sales Hub offers seamless integration with HubSpot CRM and the wider HubSpot ecosystem, so you can better manage customer data.
Let HubSpot Service Hub work for you
If you manage customer service or support operations, you know how important it is to have a robust, centralised system for tracking and managing customer inquiries and issues. But you may not have realised how much of a difference a dedicated service management system like Service Hub can make.
Service Hub provides all the features you need to manage your customer service operation, including a centralised ticketing system, knowledge base, customer self-service portal, and reporting and analytics tools. It also integrates with your existing systems, so you can continue to use the tools you're already comfortable with.
Service Hub can help you improve your customer satisfaction scores, first contact resolution rates, and overall efficiency. It can also help you better understand your customers and their needs, so you can provide them with the best possible service.
If you're not already using Service Hub, now is the time to start making a business case for it. Implementing a service management system can be a big undertaking, but the benefits are well worth the effort.
As a HubSpot solutions partner, we have the expertise to help you implement Service Hub into your organisation. Whether you need help with purchase or setup, or you just want extra hands on deck, we can work with you to tailor the platform to your business needs. That way, you can always be there for your customers when they need you most.