Discover how the features of HubSpot's Service Hub allow you to deliver an exceptional and proactive customer experience that grows your business
In today’s world, customer is king.
For businesses to build genuine, lasting relationships, they need to go above and beyond to support and delight their customers.
This is fundamental to the flywheel concept of aligning every element of your business around the customer experience. Loyal customers willing to advocate your solutions or services fuel your pipeline to effectively scale your business.
As you’ve likely heard before, it’s as much as 25x more expensive to acquire a new customer than it is to retain a new one. Investing in customer service means better customer experiences and improved retention.
But there’s a lot to unpack – what challenges are businesses facing when it comes to customer service and retention? As well as how can HubSpot’s Service Hub can provide a potential solution...
Instant communication channels have led to an inevitable decrease in patience. How long are you willing to wait for a response from someone?
We expect more from our service providers. And this has a ripple effect – if your bank or your favourite fashion outlet or your car servicer has a rapid SLA, you expect that from everyone else you do business with. The bar is always rising.
90% of customers rate an immediate response as important and 72% of consumers expect agents to know about their previous engagements (HubSpot State of Service Report) – so it’s not just about speed of response but also ensuring it’s contextual.
This means that customer service teams are under more pressure than ever before. They’re frazzled and exhausted. They’re being pushed to meet these continually rising demands and reduced SLAs, without the technology or infrastructure to support them.
They simply don’t have enough time to deliver this exceptional customer experience that’s so vital for business growth and development. Which leads to long call queues, repeated requests for the same information, generic messages that don’t solve any problems…
Customers don’t feel like they’re being treated like a human being anymore, they’re just a number in a long line trying to get to the front. And these days, they don’t have the patience to wait for a resolution. They’ll simply go elsewhere.
Which is why it’s not just a problem for the Customer Support teams – if your customers have a negative customer experience, it impacts everyone. Marketing departments don’t have positive stories to tell, Sales teams can’t provide glowing reviews to close deals, there’s no referrals from word of mouth, your business starts to develop a bad reputation.
Rather than seeing customer service as reactive, the companies getting it right are delivering proactive customer service.
Rather than rigid channels and disjointed systems that cause frustration and take time, they’re providing flexible choices and shared information that positively influences the customer journey.
Instead of honing in on efficiency, they’re looking at authenticity – genuine and true interactions that are timely, human and effective.
To truly deliver a proactive and authentic customer experience, you need a centralised system in place to unify and empower teams.
HubSpot Service Hub has been developed to provide growing businesses with a suite of tools that enables them to deliver a connected, end-to-end customer experience.
It’s customisable and easy to set up to drive team efficiency, supporting critical customer interactions like onboarding, feedback, help desks and FAQs.
When paired with the HubSpot CRM platform across Marketing Hub, Sales Hub, CMS Hub and Ops Hub, you can turn feedback insights into actionable customer journey improvements.
Source: HubSpot
Scalability is built-in. Meaning support teams can have consistent and authentic interactions at scale, deepening your customer relationships and building trust. It provides you with all of the tools you need to put your customers first and prioritise the customer experience.
> Watch our hands-on demo of the features available in HubSpot Service Hub <
Help Desk - helping you spend less time on data entry and to prioritise critical issues first
Omnichannel Service - meet your customers where they are across channels so that you’re always there when they need you
Fully integrated CRM & automation - combine customer data with automation and feedback to build customised, seamless service solutions
Shared Inbox (Tier: Free)
Centralise all of your customer communications from email, live chat and Facebook Messenger so that everyone in your team has full visibility to manage and reply, all in one place
As Service Hub is part of the wider HubSpot CRM platform, it empowers service teams to deepen customer relationships and drive efficiencies. Access to the data provides a complete history of every customer so that reps can have more meaningful and valuable conversations, whilst automation means common issues can be resolved quickly.
All of your messaging can become consistent across channels, with the ability to report on customer insights and service performance for continual improvement and optimisation.
Want to know more about you can utilise the tools and features available in HubSpot? Check out our dedicated HubSpot services we offer as a certified Elite agency partner.
Watch our video demo to see the Service Hub features in action: