Stop the Madness: Organizing Customer Service with Service Hub

HubSpot is a CRM that has multiple management modules and tools that can help you automate your business. In this blog, we cover HubSpot’s Service Module and the tools within it that can help you automate your service team and improve your customer’s experience.

What is HubSpot Service Hub?

HubSpot is a powerful CRM that consists of five hubs within one system. The Marketing Hub, Sales Hub, CMS Hub, Operations Hub, and the Service Hub. Each of which is responsible for managing an area of a company’s business.

HubSpot’s Service Hub specifically, has a wide range of tools that will help your company automate customer service and streamline your service teams. While customer service has always focused on solving the problem to serve the customer, Service Hub focuses on the entire customer experience and helps users adapt their customer service strategy to fit the changing business landscape.

Service Hub Tools

The Service Hub software divides its functions into four key tools: The conversations inbox, the tickets pipeline, feedback surveys, and the knowledge base.

*As of recently HubSpot has announced the release of a fifth tool within the Service Hub called the customer portal. This newest tool is for Service Hub Enterprise Licenses only.*

Below we cover each tool and how it can be used to make your job easier and your customers happier.

Conversations

Conversations is a universal inbox that helps all of your team members collaborate on customer support. With this tool you can add all of your communication platforms into this universal inbox. For example, you can add email, chat and tickets to your universal inbox. Then, when you or another member of your team responds to a message using the conversations tool, it’ll send a message out from whichever platform the customer used.

Conversations is also helpful because it allows you to see the context of who you’re talking to and what you’ve learned about them from a marketing, sales, and service standpoint. Which creates a single view of the customer you are communicating with.

Ticket Pipeline

Every time a customer writes to you–maybe to inquire about services, ask for help with their most recent bill, or to reach out to your sales team to talk about upgrading their current services–what they do is generate a ticket.

The ticket generation options offered by HubSpot are the following: Emails, forms, conversations through web chats, and conversations through Facebook Messenger. Once a ticket is generated, it moves through columns in your pipeline, called stages. Each stage has rules or conditions–set by you or your team–which must be done in order to move the ticket throughout the stages until it’s manually closed.

During the process of responding to a customer, there are also smaller organizational tools that your teams can use to keep tickets and tasks on track. On each ticket, members of your team can add important notes, add tags, update contact information, and keep a record of updates and responses to make sure everyone is on the same page.

Users with Service Hub Starter, Professional, and Enterprise licenses can also automate ticket status and certain actions within the pipeline’s settings. For example, tickets can automatically be created for new email conversations, or the status of an existing ticket can be changed when a new email is sent or received. Additionally, you can send an automated email from the conversations inbox when a ticket is received or closed, or send an internal notification to a team member when a ticket status changes.

Feedback Surveys

Feedback Surveys are one of the elements that can help improve the customer experience. They are a tool available for individuals with Service Hub Professional and Service Hub Enterprise licenses. It’s possible to send out these surveys in two ways: By email and by displaying it on a web page. With the use of feedback surveys your company will be able to get valuable information on the experience your customer has received from your company. This allows you to further personalize the interaction with the customer.

Knowledge Base

HubSpot has a portal that can be used to provide helpful knowledge and insights to its partners and their customers. This portal is known as the knowledge base. The knowledge base is available to HubSpot partners with professional or enterprise licenses. With the knowledge base, your company will be able to create articles, guides, manuals, and more that can be of value to your leads or customers when they have technical questions.

Wrapping it up

HubSpot's service module is undoubtedly an important piece of the puzzle that every company needs as part of its business gear. Vendilli Digital Group is proud to be a HubSpot Certified agency and if you are interested in learning more about HubSpot you should schedule a meeting with us today. We can teach you how to use HubSpot and help you figure out the best way to implement it for your specific needs.

Erica Follette
About the Author
Erica is a Content and Customer Service Specialist at Vendilli. In her free time, you can find Erica binge watching Netflix shows, practicing martial arts, drinking way too much coffee or tending to the needs of her spoiled dog and multiple reptiles.
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