HubSpot consists of different hubs: the sales hub, marketing hub, CMS hub, operations hub, and the service hub, which we will dive deep into today. Why? Basically, because it’s the hub that brings you closer to your customers, and the one that ultimately can turn solving an issue with your products or services into a pleasant process.
What Exactly Does the Service Hub Include?
- Live Chat / Chatbot: This tool allows you to set up a live or asynchronous chat on your website. With the live chat, you can redirect customers directly to your service team so they can provide support. On the other hand, a chatbot allows you to create automated responses to standard, easy-to-solve questions your customers might have.
- Knowledge Base: HubSpot’s knowledge base is an excellent resource for guiding and solving everyday issues, using certain products, or what to expect from your services. On the customer’s end, It’s a way just to search their question and get answers without interacting with your support team. On yours, it’s a collection of articles that can be analyzed to identify friction between what you offer and your customer experiences.
- Feedback Surveys: Send surveys to your customers after every interaction with your support team to gain insights into their experience with your product or service and their satisfaction with the solution provided.
- Service Level Agreements: Obtain data regarding reply and close times for every inquiry that enters your support ticket pipeline and contrast it to your SLAs, helping your support team accountable and making the necessary tweaks to improve its performance.
What Are the Benefits of Implementing the Service Hub?
The overall benefit is improving your support team’s performance while handling customer issues. However, there’s more to see there:
- Transform an issue into a referral opportunity: Reviews are critical, and the only thing that can turn a potentially harmful review into a good one is a timely and adequate response and solution to an issue—Leverage HubSpot’s Service Hub tools never to let your customers down. A bad review pushes people away, but a good one pulls them in.
- Gain insights on your customers and adapt: Use the data gathered through all Service Hub’s tools to thoroughly analyze your processes and customers’ needs, identifying areas for improvement and reducing friction throughout the support process.
Ready to Take Your Support Team to The Next Level?
While it has many benefits, setting up the different Service Hub tools can be overwhelming. Therefore, leaving it in the hands of professionals like the ones at S.R. Pro Marketing is your best choice. Our team will pay attention to your business needs and create solutions by leveraging Service Hub’s tools to deliver value to you and all your customers. Get HubSpot Support today!