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A Guide to HubSpot Service Hub
Customer Service Software for Businesses
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Introduction to Customer Relations
Customer relations is a form of customer service that helps you understand your customers and what they want. It's a way to build relationships, so they feel like they're getting the best support possible, and it helps you gain insight into what is working for your business.
Customer relationship management includes everything from ensuring customers are satisfied with their purchase to being available for questions and complaints. Maintaining good customer relations is vital because unhappy customers will take their business elsewhere, which means less profit for you. But dissatisfied customers can also leave negative reviews online or recommend against your business to their peers, detracting business from your company.
On the other hand, loyal customers can be a source of repeat business and referrals. A single customer can be worth up to 10 times their annual spend. If you have loyal customers who love what you offer and refer friends and family members, then it's worth taking the time to make sure they're well taken care of. And if you don’t have many loyal customers yet, the investment is worth it to grow that channel.
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What is Customer Service Software
Customer service isn't one-size-fits-all. Even adequate customer service can be difficult if you don't have the right tools in place.
Customer service software helps your team manage customer relations by automating repetitive tasks, streamlining processes, giving service teams the tools to connect with customers, improve internal collaboration, and manage relationships with vendors or other third parties.
Customer service software can be used with other tools, such as sales or marketing automation, to create a fully integrated customer relationship management system (CRM).
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Benefits of Using Customer Service Software
Customer service software has many benefits, but the most important one is that it serves as a central hub for all the information related to your customers. You can store all the data about your customers in one place and access it whenever you need it. It also helps manage different types of information, such as case history and past customer interactions. This way, you can provide better service by understanding what your customers want.
Customer service software helps you save time by automating certain tasks like sending emails. It also provides insights into improving your business processes and making them more efficient. For example, suppose there are bottlenecks in your operations due to a lack of resources or employees without the proper training. In that case, these areas of concern can be identified so you can do additional training with your team.
HubSpot Service Hub
HubSpot Service Hub is a customer service platform designed to help businesses deliver exceptional customer experiences. It offers tools for ticketing, knowledge base management, and customer feedback collection, all while integrating seamlessly with HubSpot's CRM. Service Hub is ideal for unifying your customer-facing teams, improving efficiency, and fostering stronger customer relationships.
HubSpot Service Hub helps you improve the overall customer experience. It's designed to help you streamline how you engage with customers and make it easier to track issues, manage tickets, and respond in a timely manner.
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HubSpot Service Hub Features
Some of the key features of HubSpot Service Hub include:
HubSpot Service Hub is a comprehensive customer service software with various features to help businesses provide better support and manage customer relationships more effectively.
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Tickets
A tool for organizing customer inquiries and support tickets in one place. With the ticketing feature, businesses can manage customer issues in one centralized location. Agents can view, assign, and respond to tickets from the dashboard, allowing easy tracking and resolution of customer issues.
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Conversations
A tool for managing all customer communications across channels such as email, chat, and social media in one shared inbox.
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Knowledge Base
A tool for creating and managing a knowledge base to help customers find answers to their questions. The knowledge base feature lets businesses create a library of resources, including articles, FAQs, and how-to guides. Customers can access this information self-service, reducing their need to contact support.
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Customer feedback
With customer feedback, businesses can gather and analyze feedback to improve products and services and identify areas for improvement in the customer experience.
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Reporting and analytics
HubSpot Service Hub includes various reporting and analytics tools, allowing businesses to track their performance and identify trends. This can help them make data-driven decisions and optimize their customer service operations.
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Collaboration
HubSpot Service Hub also includes collaboration features that enable agents to work together more effectively. For example, agents can assign tickets to each other, share notes and comments, and work on tickets collaboratively.
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Live chat
HubSpot Service Hub also includes a live chat feature that enables businesses to engage with customers in real time. The chat widget can be added to a website or mobile app, allowing customers to get immediate help and support.
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Automation
With automation, businesses can streamline their customer service operations and reduce manual work. For example, they can automate ticket creation and routing, send automated follow-up messages, and more.
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HubSpot Service Hub Subscription Levels
There are four versions of Service Hub: Free, Starter, Professional, and Enterprise.
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Free
Starter
Professional
Enterprise
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HubSpot Service Hub Free
The Free version of Service Hub includes basic tools to help businesses manage and communicate with their customers more effectively.
HubSpot Service Hub Free features a ticketing system to track customer inquiries, a knowledge base to provide self-service support, live chat, and email templates. Additionally, the Free version allows businesses to store up to 15 minutes of video for personalized support.
The Free version can be upgraded to the paid version anytime if businesses require more advanced features or additional customer support.
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HubSpot Service Hub Starter
This is the basic version of Service Hub, which is suitable for small businesses that need a simple and affordable customer service solution. With Service Hub Starter, you can manage and track customer interactions in a shared inbox, create a knowledge base to answer common questions and automate basic workflows.
Key features of HubSpot Service Hub Starter:
Ticketing: This feature allows businesses to create and manage tickets to track customer inquiries and support requests.
Live Chat: With this feature, businesses can provide real-time customer support through a chat widget on their website or in-app.
Knowledge Base: A self-service tool where businesses can create and manage a library of articles and documentation to help customers solve their own problems.
Customer Feedback: This feature allows businesses to collect and analyze customer feedback to improve their products and services.
Team Email: A shared inbox that allows teams to collaborate on customer inquiries and support requests.
Reporting: HubSpot Service Hub Starter provides insights into customer interactions and support metrics to help businesses understand how their customer service is performing.
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HubSpot Service Hub Professional
This version of Service Hub is designed for growing businesses that need more advanced features and customization options. With Service Hub Professional, you can create custom ticket pipelines to manage different types of customer inquiries, set up chatbots to automate conversations, and access more detailed reporting and analytics.
Key features of HubSpot Service Hub Professional:
Ticketing: The software allows businesses to manage customer inquiries and support tickets in a centralized location. Tickets can be created manually or automatically from email, chat, or social media.
Knowledge Base: The knowledge base feature enables businesses to create and maintain a library of articles, tutorials, and other resources to help customers self-serve and find answers to their questions.
Live Chat: The live chat feature allows businesses to engage with customers in real time and answer their questions or concerns quickly.
Customer Feedback: The feedback feature enables businesses to gather feedback from customers on their experience and identify areas for improvement.
Reporting: The reporting feature gives businesses insights into customer service performance, including response times, ticket volume, and customer satisfaction.
Integrations: HubSpot Service Hub Professional integrates with various other tools and platforms, including Salesforce, Shopify, and Zapier, to streamline workflows and improve productivity.
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HubSpot Service Hub Enterprise
This is Service Hub's most advanced version, designed for larger businesses with complex customer service needs. With Service Hub Enterprise, you can customize almost every aspect of your customer service experience, including branding, workflows, and reporting. You can also access more advanced features, such as multilingual support and AI-powered chatbots.
Key features of Service Hub Enterprise:
Customizable Ticketing: The ticketing system is highly customizable, allowing you to create and manage tickets in a way that suits your business needs.
Advanced Reporting: Service Hub Enterprise provides advanced reporting features that allow you to track metrics such as response times, customer satisfaction scores, and resolution rates.
Customer Feedback Tools: The platform includes features such as surveys, NPS scores, and feedback forms to help you gather and use customer feedback to improve your service.
Live Chat: With Service Hub Enterprise, you can offer live chat support to your customers directly from your website or app.
Knowledge Base: You can create a knowledge base of articles and tutorials to help your customers find answers to their questions independently.
Integrations: Service Hub Enterprise integrates with various other software applications, including Salesforce, Zendesk, and Microsoft Dynamics.
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Service Hub Pricing
HubSpot Service Hub offers a variety of pricing plans to meet the needs of businesses of all sizes. The plans are as follows:
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Starter
This plan costs $45/month and is suitable for small businesses. It includes ticketing, a knowledge base, and basic automation.
Professional
This plan costs $450/month and is suitable for growing businesses. It includes all the Starter plan's features, plus custom reporting, conversation routing, and more advanced automation.
Enterprise
This plan costs $1200/month and is suitable for larger businesses. It includes all the Professional plan features, plus team management, advanced analytics, and customizable dashboards.
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HubSpot Free
100% Free. No credit card required.
Popular Features
Ticketing
Email tracking and notifications
Live chat and conversational bots
Reporting Dashboard
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Service Hub Starter
Starting at $20/month per seat
Popular Features
All Free Tools features
Simple ticket automation
Multiple Ticket Pipelines
Multiple Currencies
Calling SDK
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Service Hub Professional
Starting at $100/month per seat
Popular Features
All Starter Plan features
Help Desk workspace
Knowledge Base
Customer success workspace
Customer Portal
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Service Hub Enterprise
Starting at $150/month per seat
Popular Features
All Professional Plan features
Playbooks
Advanced SLAs & routing
Single sign-on
Multiple knowledge bases
Conversation Intelligence
The prices listed above are for annual billing. If you choose to pay monthly, the prices will be higher. There may be additional costs for certain features or add-ons, such as the chatbot builder or the customer feedback tool. You can find more detailed information on the HubSpot website.
Your customers are the lifeblood of your business. It stands to reason that customer service should be a top priority for any organization. Unfortunately, most companies need to invest more in their customer service teams, or they’re investing in the wrong things. That's why customer service software can be such an invaluable tool — it gives you an edge over your competitors by allowing you to provide better service at a lower cost than ever. Book a Service Hub demo to see how HubSpot can transform your customer service experience and process.
