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Full HubSpot Service Hub CRM review – all you need to know about HubSpot Service Hub CRM

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HubSpot Service Hub CRM
HubSpot Service Hub CRM

What is HubSpot Service Hub?

HubSpot Service Hub is a customer service software that assists you to easily manage and connect with your customers and help them get success. With Service Hub, you can make your customers happier, keep them engaged them for a longer period of time, and grow your business faster.

Over the last few years, there is a significant increase in the number of businesses offering the same service or product. Therefore, customers have more options in their hands to choose the best one and they have more control and higher expectations. Today, customers insist on contextual, conversational, human interaction instead of queues, scripts, or robotic repetition. According to Microsoft State of Global Customer Service Report 2016, 60% of customers have stopped their business engagement with a brand because of a substandard customer service experience. Again, the B2B customers having high customer engagement score have achieved almost 50% higher sales or revenues, according to Gallup’s Guide to Customer Centricity Report 2016. From these surveys, we can see the importance of customer service to grow your business.

Nowadays, the happiness of your customers is the secret behind the overall growth of your business. When the customers are happy with you, they tend to buy more products or services from you, stay with you for a longer duration, refer their family and friends, and let the world know that they like your products or services. Hence, you need to follow a well-organized approach to help your customers. With HubSpot Service Hub, you can turn your dream of making your customers happy to reality.

Using Service Hub, you will be able to understand the requirements of the customer faster. Also, you can improve the experience of the customers and exceed their expectations. With Service Hub, you can respond to customers’ queries faster and better, improve the productivity of your team, assist customers to help themselves, and turn them into promoters of your business.

Benefits

The benefits of using HubSpot Service Hub for your business are as follows:

  • With Service Hub, you can offer support to your customers when they require it and where they desire it. Service Hub enables you to connect live chat to the website of your business to interact with your customers. You can resolve their issues in real time using live chat. Your team can manage customer communications at scale using the conversations inbox. Conversations inbox is a collaborative inbox that gathers customer emails, chats, and many more.

You can also log complex customer issues as tickets and organize, prioritize, and track them in a central location. In this way, you can ensure that all those issues are resolved although they are assigned to different members of your team.

The conversations inbox and tickets are built into the free CRM of HubSpot. Therefore, you can receive the contextual information about your customers whose issues you are resolving at your fingertips. The information about customers’ history, service issues, product details, etc., can be used to guide your conversations and offer the best possible support.

  • Service Hub offers best in class tools to improve the efficiency and boost the productivity of your team. These tools help your team spend more time with customers and less time on manual tasks. With these tools, you can create team-wide email aliases that convert incoming emails to tickets automatically. Or, you can get these emails routed to your conversations inbox. You can also record a short video, use canned responses, or use customizable email templates to reply to the queries of customers in less time.

As soon as customers fill out forms or send chats, Service Hub creates a ticket on the basis of the information present in the message. This ticket is routed to the designated team member for help. Service hub also helps scale the live chat support system without adding overhead to your team. It layers in conversational bots to develop efficiencies. This is done by routing customers to the most relevant chat agent or appropriate help documentation.

  • Using Service hub, you can assist your customers to help themselves. It enables you to convert customers’ most frequently asked support queries and tickets to a knowledge base of documentation and help articles. The knowledge base articles will be indexed in the search automatically. Therefore, your customers will find what they are looking for quickly when they turn to Google for help. This helps in reducing the number of customer service inquiries. Moreover, your customers will get answers to their queries faster.
  • Lastly, Service Hub helps you grow your business through your happier customers. With the feedback tool, you can conduct surveys to capture quantitative and qualitative feedback for your customers. When customers provide feedback, you can kick off automated internal notification or customer marketing emails to your team. With the built-in reporting tools, you can measure the impact of customer service efforts on your business. You can also monitor the ticket volume and response rates to allocate your resources accordingly. Service hub helps you and your team adopt a customer-first mentality. You can utilize your customer service insights for shaping product development, informing sales processes, and inspiring marketing campaigns. In this way, you will retain quite a few numbers of employees and attract new customers through the promoters.

Features

HubSpot offers you a plethora of features to help provide your customers with a better customer service experience. Some of them are as follows:

Using Live Chat to Connect to Customers

This feature is used for real-time connection with prospects and customers. With live chat, you can connect chatters automatically to the right team member of your team. You can also route customer inquiries to the customer service team, and also pass leads to the salesperson or team owning that relationship.

Service Hub enables the customization of your chat widget to that it matches the look and feel of your brand. You can also create targeted welcome messages for different sections of your audience or different web pages.

You can respond to chats with the help conversations inbox or Slack. You can also use the HubSpot mobile application to reply on the go. To follow up, you can send emails, make calls, schedule follow-up tasks, create support tickets, and many more right from your inbox.

Service Hub automatically saves each conversation and stores it in your inbox and on the timeline of your contact. This helps your team to get a complete context and clear view of each interaction.

Using Chatbots to Scale and Automate Conversations

You can use this feature for automating and scaling your conversations. You can use the chatbot builder of Service Hub to develop bots to help you book meetings, qualify leads, give answers to common customer support queries, and many more. This helps your team to focus on important and complex conversations. You can also get started with canned bot templates. The visual editor can be used to customize the conversation. The chatbot builder is seamlessly integrated with the CRM provided by HubSpot. Hence, your bot can provide a customer with more personalized replies based on the information available about the customer.

Logging, Organizing and Keeping Track of Customer Issues in One Place with Tickets Tool

With the tickets tool provided by Service Hub, you are able to record, organize, and keep track of all the issues of your customers in a single dashboard. Your entire team can access this dashboard. In this way, you do not have to question about the status of a ticket, the position of the ticket in the queue, or the time taken to resolve the ticket. It also helps you monitor key support metrics such as ticket volume and agent response time. This helps in the better allocation of your resources as per the demand.

Automating Tickets to Create a Help Desk

With this feature, your team can spend more time assisting the customers and less time on manual data entry. You can add routing and automation to tickets for creating a help desk. Again, HubSpot can create a ticket when customers fill out forms, send emails, or reaches out through live chat. After creating the ticket, it automatically routes the ticket to a designated team member.

Prioritizing Requests to Resolve Critical Issues Faster with Help Desk Tools

The help desk tools of Service Hub enables you to prioritize support requests so that your team is able to solve the most critical issues first. You can quickly assign owners and stages to every ticket, and Service Hub will help you in organizing the tickets into a personalized pipeline of work for every team member.

Staying Organized with HubSpot’s free CRM

With the CRM provided by HubSpot, you are able to manage the pipeline of your work with complete visibility. All customer interactions are automatically tracked by HubSpot CRM no matter where they are. You can also sync with Outlook or Gmail to capture emails, calls, or meetings as they take place. HubSpot CRM also helps you find all the details about a customer in one single place. With the free email or live chat tools, or bots provided by HubSpot CRM, you can chat with your customers and prospects in real time.

Connecting Shared Inbox Emails to Conversations Inbox

A shared inbox creates confusions among the team members such as who should reply to an email or what is the best response. With Service Hub, you can connect your shared email addresses to the conversation inbox. This universal inbox provides marketing, sales, and customer service teams with a single place for viewing, managing, and replying to the conversations. Thus, your teams get complete transparency to each email interaction.

Helping Customers with Video Tutorials

Service Hub helps you create video tutorials for your customers. This eliminates the need for lengthy emails and drawn-out support tickets. Your customer support team is able to record the screen from a ticket and share it with a customer. Moreover, you can create video tutorials answering the commonly asked questions and place them in the knowledge base. This helps your support team receive fewer recurring tickets.

Pricing

You can use the HubSpot Service Hub for free of cost. The free plan provides you with a simple set of tools that will help you connect with and support your customers. This plan is ideal for customer service professionals. Apart from the free plan, HubSpot Service Hub offers three paid pricing plans. They are as follows:

Starter

This plan is ideal for a developing customer service team. With a simple set of customer service tools and an extra set of productivity tools with a small number of limitations, this plan helps in connecting and supporting the needs of your customers. The starting cost of this plan is $50 per month that includes one user. For additional CMS, Reports, and API features, you should pay $300, $200, and $500 per month, respectively.

Professional

This plan is ideal for advanced customer service team. It offers you a complete customer service package to assist you in connecting with customers, automating processes, and exceeding customers’ expectations. The plan starts at $400 per month that includes five users. For additional CMS, Reports, and API features, you should pay $300, $200, and $500 per month, respectively.

Enterprise

This plan is ideal for a more experienced customer service team. It offers a complete customer service package with more robust features for multi-faceted customer service teams. This plan starts at $1200 per month that includes 10 users. For additional CMS, Reports, and API features, you should pay $300, $200, and $500 per month, respectively.

To receive more information on the pricing of HubSpot Service Hub, you can visit the webpage https://www.hubspot.com/pricing/service.

Technical Details

HubSpot Service Hub is a web-based application and supports devices with Windows, Linux, and Mac operating systems. You can also download and install its mobile application in your smartphone with Android or iOS operating system. It has two deployment modes: cloud-hosted and open API. This application is ideal for small businesses, medium businesses, and large enterprises. The languages supported by HubSpot Service Hub are English, Spanish, Dutch, Chinese, French, and Portuguese.

Support Details

The award-winning customer support team of HubSpot is always there for you for any kind of help related to Service Hub. They will answer your query, help you grasp the inbound methodology, and ensure that you get the most out of the tools. You will receive support via email or phone. If you are a user of Service Hub Starter, you have access to email support as well as additional in-app support. On the other hand, you have access to email support, phone support as well as additional in-app support, when you opt for Service Hub Professional or Enterprise. HubSpot also provides you with detailed help documentation, training programs, and educational resources related to their products.

Irrespective of your Service Hub plan (free or paid), you can access the HubSpot Community by visiting the webpage community.hubspot.com to receive support. This community aims at providing HubSpot customers with a channel to ask questions and find the answers to the questions. Moreover, customers can engage with various professionals from different parts of the world on best practices related to HubSpot products.

Conclusion

Customers of any business love contextual, conversational, human interactions. When your customers are happy with you, they will buy more from you, refer your business to their friends, and also stay with you for a long duration. Happy customers are behind the growth of any business. The HubSpot Service Hub offers you the necessary tools to connect with your customers, resolve their issues, and help them succeed. It helps you engage with the customers on their terms and grow your business through their success.

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