This is HubSpot Service Hub

1. What is HubSpot Service Hub?

Service Hub is HubSpot's customer service module. With Service Hub, you can consolidate all customer service interactions within the same system used for managing marketing and sales. One CRM and a single data source. With all information easily accessible, you can help your customers faster.

Unlike many major competitors, HubSpot was built as a single system from the ground up. All modules are connected to the same CRM/customer data platform. In Service Hub, you can easily:

Create and assign tickets to team members
Manage all customer interactions in a shared inbox (email, chat, Facebook Messenger, etc.)
Create custom customer surveys
Set up and manage live and bot chats

HubSpot is a publicly traded software company founded in 2005, with over 7,100 employees and 184,000 customers.

HubSpot is built on a foundational CRM with six main modules, which can be purchased individually or as a bundle. The six modules are:

2. Alternatives to Service Hub

There are many options to choose from when it comes to customer service systems. Before selecting what suits your business best, we recommend considering the big picture first. How can you ensure that your employees always have access to up-to-date information from all channels? According to Gartner, 50% of larger organizations will still face challenges in 2022 with breaking down silos within customer service.

The systems we encounter most frequently are Zendesk, Jira, Pureservice, MS Dynamics 365 Customer Service, and Salesforce Service Cloud.

3. What companies is Service Hub suitable for?

HubSpot Service Hub is ideal for businesses that:

Already use another HubSpot module and prefer not to distribute customer data across multiple systems that need to be integrated for a comprehensive view. Service Hub offers seamless and automatic data integration with other HubSpot products.
Desire easy integration with some of the over 500 tools available in HubSpot's App Marketplace, including Trello, SurveyMonkey, and Facebook Messenger. These integrations are straightforward to set up, saving your team significant time by eliminating the need to switch between systems, thereby maintaining control over important inquiries.
Are planning for growth. With Service Hub, you can start with the free version and gradually expand functionality at a pace that suits your needs. The Service Hub is scalable from small companies up to the enterprise segment.
Wish to gather information on customer satisfaction and loyalty triggered by specific events, with responses stored directly on the customer record and, of course, also available as a report.

Automate ticket creation and assignment

With an increasing number of support cases and customer inquiries, it's easy for something to slip through the cracks. Emails get buried in the inbox, you forget to add a new row in the Excel sheet you use to keep track, or you miss following up on phone messages. There are many reasons why a customer might not receive a response at all or not get one quickly enough. With the ticketing system in Service Hub, all cases can be recorded and tracked in a shared dashboard. This way, you no longer have to wonder about the status or how long it took to resolve a case. When a customer or potential customer fills out a form, sends an email, or contacts you via chat, Service Hub can automatically create a new ticket and assign it to the right person.

Make it easy for customers to get in touch

Add a live chat, with or without automated responses, that makes it easy for visitors to contact you when they need help. In the chat, you can seamlessly direct sales inquiries to the sales department and support requests to the customer service center. The chat can be customized to align with your company’s branding, and the welcome message can vary depending on the page it’s on. All conversations are saved on the contact’s timeline and in the company’s shared inbox, so the entire team has an overview of all interactions with the selected customer.

Let your customers provide feedback

With three different feedback tools, you can quickly set up surveys that help you better understand what your customers appreciate and what can be improved. You can choose to measure Net Promoter Score (NPS), which provides insights into customer loyalty; Customer Effort Score (CES), which indicates how easy it is for your customers to get the help they need; or Customer Satisfaction (CSAT) surveys, which assess satisfaction at various stages of the customer journey. Surveys can be distributed via email or on your website. Responses are saved on the timeline of the respondent and in a dashboard that provides an overview of all feedback.

Keep track of cases and inquiries across channels

With Service Hub, you can easily follow the customer across channels and avoid missed inquiries. Perhaps a customer starts a conversation through chat and then follows up via email later? No problem. With a shared inbox, all incoming inquiries are gathered in one place. The result? A better customer experience!

Provide quick answers to customers with a knowledge base

Help customers help themselves and reduce the number of support inquiries. Identify the most common questions your business receives. With a knowledge base, you can transform these questions into a searchable library of articles, videos, and other documentation that answers frequently asked questions. This way, customers quickly get help with simpler issues, allowing your team to focus on unique inquiries. Additionally, both your customers and potential customers can find Knowledge Base articles when they perform a Google search.

Free

Ticketing

Live chat

Conversations inbox

Team email

Calling

Reporting dashboard

100 % FREE

Starter

Alt du finner i Free

Conversational bots

Simple automation

Conversation routing

Ticket pipelines

5 currencies

From €15/mnd

Professional

Alt du finner i Starter

Survey functionality

Ticket status

Knowledge base

1:1 video creation

Help desk automation

From €90/month per user (seat)

Enterprise

Alt du finner i Professional

Custom objects

Playbooks

Field-level permissions

User roles

Single sign-on

From €130/month per uset (seat)

6. What integration options are available?

HubSpot offers a continually expanding ecosystem of software integrations through its Connect program, featuring over 500 integrations. These encompass external solutions for CRM, video hosting, surveys, webinars, chat, eCommerce, and automation.

Some examples include:

LinkedIn Sales Navigator
Microsoft Dynamics CRM
Salesforce CRM
GoToWebinar
TwentyThree Video
ClearVoice
SurveyMonkey
Zendesk
Shopify
Magento
Slack

If you have specific needs, Markedspartner can develop integrations with third-party applications using HubSpot's REST API. Please note that this requires a Professional or Enterprise license.

7. How to purchase and get started with Service Hub?

f you're interested in HubSpot, we recommend reaching out to a Norwegian HubSpot partner. MarkedsPartner is Norway's largest HubSpot expertise hub, serving a wide range of ambitious clients, including international companies with large sales organizations and complex sales processes. Whether you're considering purchasing HubSpot Service Hub or want to get more out of the platform, it pays to have a conversation with us. The price is the same whether you buy directly from HubSpot or through a partner, but buying locally offers several other benefits:

Assistance from a Norwegian-speaking advisor to choose the optimal HubSpot solution
Option to purchase onboarding services
Advice from a Norwegian partner with experience in numerous implementations
Assistance in establishing a strategy for your efforts
Support with implementation
Help with ongoing management and content production

Should we establish and manage HubSpot ourselves or use a HubSpot partner?

If you've already purchased HubSpot but need help maximizing the platform, contact us for a no-obligation conversation!

This is how we create success together

As a new client, you’ll be assigned a dedicated team led by an experienced business advisor. We work to ensure that you receive a HubSpot solution that delivers real business value for your company!

Digitizing the customer journey

Markedspartner works with you to set up a HubSpot solution that digitizes all your company's customer-centric processes.

Challenging existing processes

When implementing a new HubSpot solution, we challenge existing processes to ensure you're working in the best way possible and gaining maximum value from HubSpot.

Focus on data quality

Good data quality is essential for success with HubSpot. That’s why developing robust processes to ensure high data quality will be a key part of a HubSpot project with Markedspartner.

Effective onboarding that ensures adoption

To succeed with HubSpot, it's essential that everyone working with customers uses the system effectively. We emphasize strong onboarding and establishing clear guidelines to get all users on board.