Scale Support Operations

Because Service Hub is part of the HubSpot CRM platform, it helps teams scale their support, delight their customers efficiently, and drive retention and growth. 

POWERFUL FEATURES

Unite your teams & channels through shared tools and data

Customer service software that gives you all the tools you need to provide world class service efficiently, enriching customer relationships
and delighting customers as you scale.

Conversations Inbox

Streamline and centralize customer communications across channels with HubSpot’s conversations inbox. 

 

Connect team email, live chat, and Facebook Messenger channels to the inbox, then view, reply, and manage all ongoing conversations in one place.

 

Built on the HubSpot CRM, you’ll see contextual data about every customer right where you’re conversing with them.



Live Chat

Today’s customers expect convenient support options. With live chat, you can quickly connect website visitors to the right people.

 

Respond to chats from the HubSpot inbox or mobile app and make follow-up a breeze by taking notes, scheduling follow-up tasks, creating support tickets, and more  — all right from your inbox.

 

Every conversation gets automatically saved and stored in your inbox and on the contact’s timeline so your team has complete context and a crystal clear view of every interaction.



Team Email

Connect your team’s email addresses to a universal inbox that gives your team one central place to view, manage, and reply to all conversations.

 

With complete transparency into every email interaction, your team will no longer guess about which customers still need a reply.

Tickets + Help Desk

As customer conversations increase in volume and complexity, tickets is here to help. 

 

Use tickets to collaborate and communicate with customers on issues that come through the inbox. Tickets can be assigned to members of your team, organized, prioritized, and tracked in a central location. 

 

Build a high functioning help desk system by adding HubSpot automation and powerful custom reporting. 



Meetings

Use data from your HubSpot CRM to prioritize Put the power to book meetings in the hands of your  customers. Meetings sync to your Google or Office 365 calendar, so your schedule is always up-to-date. As customers book meetings, automatically create new records or log the
activity in your CRM.

Templates + Documents

Craft personalized templates for every stage of the service process, and share them across your team. 

 

Once you’ve turned your most effective and repetitive services emails into templates, you can build a library of documents that you can access inside your inbox and share with your entire team.



Sequences + Snippets

Tee up a timed series of email messages based off your email templates with Sequences.

 

Save time by saving short “snippets” of text you can easily drop into your emails using keyboard shortcuts.



Calling

Use data from your HubSpot CRM to prioritize your best calls, and set up a daily calling queue. Just one click connects you to a prospect through Voice Over IP or your desk phone.

Reporting

Pre-built dashboards with information most  support and service teams need to understand to optimize their process and delight customers. 

 

Get answers to common service questions: 

  • How are customers reaching out to get help? 
  • How well is my team executing?
  • How are these evolving over time?

… and much more.



Help Desk Automation

Automate common management tasks like creating tickets, routing tickets, and assigning tasks, alerting your team when customers take specific actions, and more.

 

With automation, you can supercharge your team’s productivity, allowing them to spend more time solving for customers - not your systems.

Knowledgebase

Help customers help themselves by turning your customers’ frequently asked questions and tickets into a robust, search optimized knowledge base of help articles, videos, and documentation. 

 

The built in analytics dashboard collects feedback on articles and analyzes search patterns to improve your articles over time.

 

Build a support bot to help customers find the knowledge articles related to their specific questions.  




Customer Feedback

Customers want to feel heard and listened to.

 

You can truly understand how your customers feel with customer feedback. Deploy surveys like Net Promoter Score, and Customer Satisfaction, that give you a quantitative pulse on customer happiness and needs. 

 

The feedback tool will analyze survey results for you and provide actionable data that helps you improve your service & product, tailor your sales and marketing, and retain your best customers.




1:1 Video Creation & Hosting

Service teams can help customers faster and more completely with personalized help videos created and shared directly from Service Hub. 

 

Service agents can record their screen right from a ticket and send to customers, improving service and solving issues faster. Service teams can also host and embed videos in their knowledge base. 

Learn about the benefits of using your CRM to power your marketing.