Most SaaS platforms aim to deliver a best-of-breed experience within their niche or vertical. They however discover real problems when they begin expanding their offering or bolting on additional services or functions over time - very few platforms master the art of offering multiple benefits across multiple functions.
Earlier in May, HubSpot Launched it's new Service Hub. Lupo Digital have been testing out the new features and functionality and we are proud to say: "HubSpot rocks! " CRM, Sales, Marketing and now Service Hub, at their core are platforms within themselves that offer best-of-breed features and functionality as well as coming together to produce a truly remarkable turn-key customer solution and experience.
Truly exceptional customer service takes more than delivering a package or service on time. It takes tending to a customer’s every want and need, providing a seamless, meaningful experience throughout their entire purchasing journey. Your company can easily be up to the task with help from HubSpot’s Service Hub.
Introducing the Service Hub
As consumers are enjoying a more personalised purchasing experience, they are now expecting the same post-purchase. Letting customer support slip is no longer a risk companies can take. In fact, 60% of consumers have stopped doing business with a brand due to a poor customer service experience.
HubSpot's Service Hub gives you the tools needed to empower your customers, turning them into promotors of your brand. The Service Hub's modern customer service tools can improve experience and ultimately meet their expectations. Here's the full scope of HubSpot's latest tool.
Created to Deliver Customer Delight
As an inbound marketer, you know the buyer’s journey is a four-part process that aims to:
While most inbound marketing software focuses on the earlier stages of the journey, the HubSpot Service Hub is aimed at taking care of the final step. It is designed to deliver customer delight across the board, providing deeper insights, more meaningful interactions and building stronger relationships.
Everything you need to know about a customer is in a single location, accessible to your entire team. This enables your company to deliver top-notch customer service while fulfilling the final inbound marketing goal: transforming your customers into brand promoters.
Top 4 Service Hub Features
1. Conversations: Engage with Your Customers in Real Time
Customer interactions are an integral part of the customer experience, with customers expecting companies to have a rundown of all past interactions at their fingertips. While that may have been a struggle in the past, HubSpot Conversations can now make that happen.
HubSpot Conversations collects information on all customer interactions and stores them directly in your CRM. Pull up a customer profile, and you’ll have instant access to the full context of every conversation, whether it took place on Facebook Messenger, email, social media, onsite chat or another messaging tool.
Read More: How to Use the HubSpot Messages Feature
2. Knowledge Base: Guide Customers to Find Answers to Frequently Asked Questions
Some customers prefer doing their own research rather than reaching out for assistance. With the Knowledge Base, you can turn your customers' most frequently asked questions into a resource database. A knowledge base can house help articles and documentation that is accessible and searchable to customers letting them help themselves in an instant. And because the knowledge base articles are indexed by search engines, your customers can search for answers across the Internet to find the answers they are looking for.
Plus, your support team can utilise the Knowledge Base to spend less time hunting down answers to questions they may not know and send articles directly to customers.
3. Tickets: Meet Customers' Expectations
Does your company answer support tickets? As part of HubSpot's Service Hub, your customers can now submit tickets and they will recorded, organized and tracked in one dashboard so your entire team can stay in the loop.
You'll have access to data like response time, ticket volume, ticket status, support agent assigned and more. When a customer fills out a form, sends an email, or reaches out through live chat, HubSpot can automatically create a ticket based on who it’s from and the source of the message, and route it to the right person on your team for help.
4. Feedback: Grow Your Customers into Promoters
With a customer-centric outlook and the goal of keeping customers happy, HubSpot Service Hub helps you monitor happiness, correct issues and capture testimonials from satisfied customers. With the Feedback tool, you can send surveys to customers to receive evaluations, allowing you to provide a better customer experience.
Within HubSpot you can use:
- Net Promoter Score (NPS) surveys to gauge customer loyalty over time
- Customer Effort Score (CES) surveys to understand how easy it is for customers to get the support they need
- Customer satisfaction (CSAT) surveys to understand how satisfied customers are after different points in the customer journey
How Service Hub Can Help You
All the features and tools built into Service Hub are designed to help your customers, and that, in turn, helps your business. Happy customers are not only going to stick around, but they’re also likely to promote your brand to others.
That said, the Service Hub does include the tools you’d expect from other customer service inbound marketing software. These include tickets for tracking and resolving customer requests and issues, customer inquiry management and live chat.
Keeping your customers happy is the key to keeping your business thriving, and Service Hub can be an essential tool for achieving exactly that. With this latest addition to its inbound marketing software, HubSpot covers all the bases of the customer journey, from attraction all the way to delight.
Lupo Digital is a digital sales and marketing growth team that specialises in inbound marketing, helping organisations with their client engagement and building strong ongoing relationships with their prospects and clients. We have a passionate, experienced team dedicated to bringing all the benefits of inbound marketing. For more information about how inbound marketing works for your organisation, download our executive guide to inbound marketing.