Whether you’re new to Service Hub or an existing user, prioritise customer experience with an easy, connected platform that means you’re always there for the people who need you most.
Hands up who’s needed a little help from one company or another over the last few years?
Customer support continues to play a vital role in helping organisations to help their customers. But growth platform HubSpot has recognised that many customer service systems don’t deliver the seamless experience that modern customers have come to expect.
They’re not convenient, they’re not easy to use and they often leave customers even more frustrated than when they started. To help its customers deliver a better service for their customers and keep their flywheels spinning, HubSpot has enhanced its Service Hub offering so you’re always there for your customers when they need you most.
In this product update article, find out what’s new in Service Hub, what those features offer, and how they will help you delight, retain, and grow with your customers for years to come.
We all work a little differently, so there’s a lot to be said for being able to customise your workspace around your needs and preferences. Help agents stay focused by giving them the flexibility to create views in the inbox that will help them get their work done.
With custom views, you can:
create views based on ticket and conversation properties
use ‘and/or’ operators to expand or refine your view criteria
view, edit, and delete views
New feature: mobile inbox
You heard it here first — conversations inbox in the HubSpot iOS app is getting an update! HubSpot has redesigned the experience from the ground up to help your agents unlock greater functionality and stay productive on the go.
all new design and improved inbox actions
improved collaboration tools, including @ mentions, comments, and email forwarding
an agent collision and active visitor indicator
the ability to forward emails from the inbox
efficiency tools: insert snippets and knowledge base articles in replies on mobile
expanded integration with the mobile CRM allowing users to associate contacts to conversations
New feature: channel switching
Nobody likes having to explain their situation over and over, every time they’re passed on to a new service agent. Well, channel switching helps users using the conversations inbox to switch channels from live chat or Facebook Messenger to email on a single thread while preserving conversation history both for the agent and for the end customer.
Seamless switch from Live Chat/Facebook Messenger to Email
End customers get full chat or messenger history over email. When an agent switches from chat to email, the customer gets a complete conversation history without losing context
New feature: post-chat feedback
As any service manager will tell you, collecting feedback is vital to understanding the customer experience and making incremental improvements to your service.
With post-chat feedback, support agents will now be able to collect customer satisfaction feedback on their chat conversations directly from within the chat once the conversation has closed.
New feature: SLAs
Service-level agreements (SLAs) and ‘working hours’ are core features in a modern help desk. In recognition of this, HubSpot is launching this most requested functionality, with the aim of rolling out even more granular features over time.
At time of writing, new functionality includes:
Time to first response
Time to close SLA
UI improvements to visualise SLAs
New feature: service analytics
Uncover key insights with industry standard, out-of-the-box reports to help you deliver a service that’s both efficient and authentic.
Service analytics comes with the reports you need built in, so you can unlock insights fast and resolve customer problems even faster. For example, measure post-support survey scores, average ticket response time, and overall support volume.
Connected to your shared inbox, your customer portal keeps ticket conversations going between customers and agents, offers access to your company’s knowledge base, and can be customised to create an optimal customer experience.
You can create custom feedback surveys to send to your contacts. These surveys can have custom questions and options including star ratings, radio selects and single line text fields.
Unlock the potential of Service Hub with BabelQuest
Are you meeting your customers wherever they are using their preferred channels? Have you connected their service requirements with their contact records so they never have to repeat a word? Can your customers provide valuable feedback on their experiences?
Set up correctly, Service Hub can help your organisation achieve all this and much more. But if you’re new to HubSpot or you’ve never implemented Service Hub before, getting there might not be easy. As an Elite HubSpot solutions partner, we’re here to help. Pick our brains, borrow an extra pair of hands or leave everything with us — whatever your immediate requirements, we’ll work with you to set up the platform around your business needs, so you’re always there to help your customers when they need you most.