For Customer Experience (CX) and Revenue Leaders looking for more modern solutions, HubSpot has updated its Service Hub with new and improved features to further enhance efficiency and engagement in customer support.
In recent years, the formula for customer service has been straightforward: more customers require more staff. However, with a slowdown in market growth, tighter budgets, and rising customer expectations, more innovative solutions are now needed. HubSpot now addresses these needs with its revamped Service Hub, offering a comprehensive, AI-powered customer service platform.
What's New in the Service Hub?
The Service Hub integrates seamlessly into HubSpot's extensive CRM platform, enables genuine customer interactions, and places customer needs at the forefront. With AI-driven features, it supports extensive support processes and offers a consistent Customer Experience across all channels and contact opportunities.
Key New Features at a Glance:
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An AI-first approach that enables Self-Service options and allows support personnel to tackle more complex problems more efficiently.
The integrated AI tools now also provide real-time recommendations and conversation summaries, automated task handling, and support for multilingual support, increasing the efficiency of employees in various regions.
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Omnichannel communication tools that ensure customers receive quick and effective help on various platforms, including updated call functions and in-app messages.
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The updated Help Desk feature enables more targeted management of tickets and conversations, with real-time updates that improve responsiveness. Advanced tools for managing large support teams include improved SLAs and skill-based routing, supplemented by native workforce management settings.
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Integration with marketing and sales to provide cohesive insights from a single CRM database and break down silos between teams.
Statistics
The following statistics underscore the effectiveness of the new features in increasing customer satisfaction and operational efficiency.
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13 times faster resolution of tickets
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42% increase in ticket closure per support staff
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84% increase in customer satisfaction (CSAT)
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83% improvement in customer retention
Source: HubSpot Annual ROI Report – 2023
New Features in Detail and Their Package Allocation:
But which features are really included in which tariff tier? Here we provide a detailed overview:
Help Desk Workspace (Professional)
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An improved interface, specifically developed for support teams, that unites tickets and conversations in one place.
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Real-time ticket updates, where new messages are immediately displayed in the ticket list.
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With improved search and filter options, tickets can be organized and found faster.
Managing Large Support Teams (Enterprise)
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Advanced SLA customizations for each ticket property to optimize reporting, coaching, and alerting.
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Capacity and skill-based routing, so tickets are always handled by the right employee.
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Native workforce management and APIs for the user object enable setting availabilities and automating staffing scheduling.
Omnichannel Communication
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Call functions for large support teams, directly integrated into the Help Desk. Interactive Voice Response systems (IVR) [In Beta, Enterprise] and simultaneous ringing for up to 100 agents [Live, Professional].
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In-app messages support customers where they need help (Mobile SDK). [Beta]
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Integration of own messaging channels via API. [Alpha, Enterprise]
AI Assistant for Support Staff
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Real-time AI response recommendations based on the context of the ticket to accelerate response time. [Beta, Professional]
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AI-powered summary of calls and conversations to assist in warm handoffs and ticket reassignments. [Free]
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Multilingual AI recommendations to increase employee productivity, especially for customers in different regions. [Free]
AI Agent and Self-Service Tools
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An AI Chatbot, that responds to customer inquiries, creates tickets, searches knowledge base articles, and resolves tickets. [Beta, Starter]
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Enhanced knowledge base editing, based on community ideas with more than 600 upvotes. [Professional]
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Multiple knowledge bases, to scale content for multiple brands or manage internal articles separately. [Enterprise]
Features to Foster Customer Engagement (Professional)
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A Customer Success workspace, that allows managing deals and promoting proactive customer benefit directly in HubSpot. [Beta]
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Customer health assessments to identify cancellation risks and prioritize outreach. [Private Beta]
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Integration of product usage data. Synchronize product usage data based on custom events and report on temporal changes in usage. [In Development]
Conclusion
These enhancements reflect HubSpot's commitment to increasing the value and flexibility of its Service Hub across various service packages and ensuring that businesses of all sizes can benefit from advanced customer service tools.
Just ask us about the new features of the HubSpot Service Hub and see for yourself how you can sustainably improve your customer service with HubSpot. We are convinced that this update can take your customer relationships to a whole new level.
