HubSpot is undoubtedly the best CRM (Customer Relationship Management) on the market today, helping thousands of companies around the world to efficiently use their Inbound Marketing techniques to target their leads and customers.
HubSpot's CRM not only focuses its efforts on marketing, but over time has grown to include 5 "Hubs" that go beyond that:
This allows us to have all our operations centralized in the same platform, thus facilitating business growth and the evolution and optimization of processes, going through the stages of business development, marketing and lead generation and customer service in the post-sales phase.
In this blogpost we will focus on the Service Hub, HubSpot's customer service module and all the functionalities it incorporates.
Want to know how they can help your business? Read on!
What is the HubSpot Service Hub module?
This "Hub" was incorporated in 2018, and allows us to offer a comprehensive customer service. From a single platform, we will not only record the commercial and marketing activity associated with our customers, but we will also be able to manage incidents and provide a rapid response from the company's service teams.
Customers are increasingly demanding and expect their problems to be solved as quickly as possible and in the way they want, this has led HubSpot to include new features that can help teams to be more efficient and provide better customer service.
Let's take a look at all of its features:
HubSpot Service Hub Features
HubSpot allows the creation of tickets per issue, allowing you to track and organize all incoming requests for the service team in a single inbox. HubSpot allows the use of different levels of prioritization, the automatic assignment of tickets to specific users or groups of users, the generation of ad-hoc pipelines including different states of the incident resolution process. Through workflows we can automate different actions helping us to save time and avoid errors.
2. Inbox and conversations
Collect all the conversations you have with your customers from different channels (emails, forms, chatbots, etc.) in the same inbox, responding to all requests from one place.
3. Satisfaction surveys
Hubspot allows us to create surveys for our customers with which we measure the satisfaction either of the service, product or experience, thus checking what perception our customers have and to optimize processes.
In HubSpot we can find 3 types of surveys:
Customer Effort Rating Survey (CES): measures the ease with which the customer has found help from the company.
Customer Satisfaction Survey (CSAT): to obtain a rating of any experience the customer has had.
Net Promoter Score (NPS) survey: to measure the loyalty of your customers, i.e. how likely they are to recommend you.
4. Knowledge base
A single point of information where we collect relevant information for our customers, allowing us to provide them with answers to certain problems or recurring questions. You can organize this information by categories to make it more intuitive and easy to use.
5.Customer Service Portal
HubSpot allows the creation of a customized Customer Service Portal. This portal allows real-time visualization of the status of incidents, and facilitates interaction between customers and the service team.
6. SLAs (Service Level Agreements)
HubSpot allows you to configure SLA's in the ticket inbox to facilitate the prioritization of tickets according to their importance, thus ensuring that customer expectations are met.
There are 3 types of SLA's:
Customer-based: the needs, requirements, etc. of a particular customer will be established. Therefore, it will not be useful for the rest.
Service-based: contrary to customer-based, it establishes the same service guidelines for all customers who use it.
Multilevel: both what the customer expects and what the company offers will be put in common, normally used if there is more than one end user.
As we already know, a dissatisfied customer is a lost customer, that is why taking care of them requires a good attention and the provision of the service they are expecting. Making customers feel part of our company is to ensure their long-term permanence. And we've already seen that HubSpot makes it easy with Service Hub.
If you need help with Service Hub or any of the other HubSpot features, don't hesitate to contact us, we are HubSpot's Diamond agency and we will be happy to help you.