The ultimate guide
to Service Hub
from HubSpot

Deliver an authentic, unique and personalized customer experience to build lasting relationships. Put the customer at the center of your strategy with HubSpot's Service Hub.

Service Hub is customer service management software directly linked to HubSpot CRM. It takes over commercial actions once business relationships have been signed. It's the perfect way to develop a fruitful, lasting relationship with your contacts.

Its functionalities are useful for delivering a personalized customer experience. They enable you to identify and work on your cross-selling and up-selling opportunities. Ideal for consolidating revenues from existing customers.

The Service Hub integrates seamlessly with the other Hubs in the HubSpot suite. It is individually powerful and becomes formidable when used in symbiosis with the others.

Presentation

Why use HubSpot CRM and its Service Hub?

Quick to solve problems

If you solve customer problems when they occur, HubSpot can help you optimize request management and satisfy your customers.

Delivering an optimized customer experience

If you're trying to improve customer satisfaction scores and net promoter scores, HubSpot can help you develop processes and best practices to create an even more consistent customer experience.

Increasing efficiency to meet demands

If you're monitoring the impact of customer service on your company's overall performance, HubSpot can help you become more efficient with a growing volume of requests and stay on top of customer feedback.

Ensuring a high level of service

If you see customer service as a key component of your company's strategy, HubSpot can help you implement proactive customer service and extend capabilities across multiple channels.

Schéma qui montre la centralisation des différents outils

Benefits

CRM HubSpot: What are the advantages of its Service Hub?

Adopt omnichannel customer service

Automation and integrated CRM

Technical support

Omnichannel customer service harmonizes the user experience across multiple channels, such as live chat, inbound calls, emails and tickets. By combining them into a single system, embodied by CRM. It gives service agents a global view of customer interactions, enabling them to respond more effectively to requests.

The Service Hub offers :

A single information hub, for easy alignment
An intuitive interface, for easy adoption
A unified code base, for easy evolution
Connected tools for successful growth

The Service Hub centralizes all information relating to customers and their interaction history with the company. It features a range of functions to reduce response times and boost customer satisfaction.

Your customer success team can rely on a ticket pipeline, satisfaction surveys, NPS Score, and personalized analytics. This set of tools improves productivity and delivers a seamless customer experience.

68% of French people cite efficiency as the main criterion for a successful customer experience. Customers expect rapid responses tailored to their needs, as well as a service that is always accessible via different channels.

The opportunity lies in centralizing teams, tools and data. This is where the Service Hub is a competitive advantage. Support your customers' requests through features such as a knowledge base, mobile inbox, customer portal, etc.

Key figures

Key figures on
of the Service Hub

+17%

Increase in ticket closure rate after 12 months of Service Hub use.

-2h20

The time required by customers to respond to a ticket, for each feature used.

+107%

Increased transaction completion rates when customers use both the Service Hub and the Sales Hub.

Features

Details and definitions of HubSpot Service features

Email templates and text blocks

Save your teams time and standardize your contacts by creating personalized email templates and pre-formatted text blocks that are quick and easy to use.

Customer document manager

Provide your teams with a library of documents that can be integrated directly into exchanges at each stage of the ticket tunnel. Customer Success Managers are instantly notified of customer interactions on these documents.

Conversation inbox

Centralize all conversations with your customers in a single inbox. From chat to Facebook Messenger, don't miss out on key information about your customer relationship.

Job queue

Centralize customer follow-up actions with a personalized management tool. Calls, emails, meetings - stop chasing time, CRM information and daily activity.

Live chat

Offer your customers a live chat to quickly answer questions from your website. Each conversation is recorded and stored in your customer's contact record for future reference.

Call management

Simply prioritize and manage your telephone communications by making, recording and logging calls directly in the CRM and its contact and company files.

Automated diary

Offer a personalized, data-sourced appointment scheduling experience. Use individual, team or round-robin calendars directly linked to your Google, Office 365 or Exchange schedule.

Mobile CRM application

Receive notification of any new customer activity on shared emails, documents or links. Directly in your pocket, with direct access to your contacts, transactions and dashboards.

Conversational guides

Give access to your playbook library to all your CSMs to spread best practices and speed up request resolution.

Workflow

Automate all the time-consuming, repetitive and non-value-adding tasks that are part of your CSM's daily routine. Allocate tickets, upsells and cross-sells according to your specific business criteria.

Team email

Consolidate all your team's email addresses in a single interface. A single level of information for all your support contacts.

Knowledge base

Build up a library of free-access content for your customers from the most frequently submitted questions and tickets.

Call Tracking

Use the HubSpot platform to make and record customer calls, as well as to manage incoming call queues if required.

Tickets and technical support

Track your customers' requests via a ticketing system. Each ticket is assigned, prioritized and processed from a single platform and automated tasks.

Service Level Agreement

Track the availability of your teams and report on key customer support indicators: response time, resolution time, ticket volume, etc.

Satisfaction surveys

Measure your customers' satisfaction by sending them surveys. Gather their feedback for continuous improvement of your services.

Customer service analytics

Manage your support and customer service with reports tailored to your business needs.

Project

How does Make the Grade help you make the most of Service Hub?

Our consultants will help you implement, audit and optimize your customer service automation solution with HubSpot. Make the Grade can advise you on your entire CRM project, whether you already have HubSpot or are planning to do so.

Audit and consulting for your CRM strategy, Services Ops and RevOps

Our HubSpot software experts study the use of your tools and the coherence of your current loyalty processes. We pinpoint opportunities to reduce churn and generate revenue from existing customers, and guide the choice of the best technology stack.

Implementing your Customer Service Hub portal

To generate results quickly with your teams, we configure HubSpot's customer experience automation tools to meet your specific business requirements. Create ticket pipelines, configure CRM objects, set up satisfaction surveys, create customized dashboards, etc.

HubSpot CRM integration and synchronization with your technology ecosystem

We help you interconnect your CRM with your billing software, your cloud telephony technology, your outbound and marketing tools, or your business ERP. We deliver data that can be used by your sales and marketing teams.

Training, coaching and change management for your customer service teams

Our Service Hub and CRM training courses are delivered by HubSpot-certified consultants. We tailor each training course to your needs and business challenges, and our mission is to make your usage and tool investment profitable.

Find out more about our support

Rates

How much does Service Hub cost?

HubSpot's Service Hub includes three levels of functionality: Starter, Pro and Enterprise. As a Hub's level increases, your company gains access to more advanced tools for its sales activities.

Like Russian dolls, the levels of use are interlocked. By opting for a Service Hub Enterprise, you'll automatically have access to all the features of the Starter and Pro versions of the same Service Hub. See below for subscription details.

View HubSpot's price guide

FAQ

Frequently asked questions about HubSpot

Can Service Hub and HubSpot CRM be synchronized with other software?

Yes, of course. The open environment of the HubSpot platform lets you connect your third-party tools to over 800 applications available on the HubSpot App Marketplace.

What are the differences between the Pro and Enterprise versions of Service Hub?

The Service Hub Pro version gives access to automation features. It starts at €414 per month and includes 5 paying users. Its higher version is Service Hub Enterprise. It includes the features of Hub Pro and unlocks custom object tools, hierarchical team organization, single sign-on, conversational intelligence and more. It starts at 1,104 euros per month and includes 10 paying users.

What are the steps involved in deploying a CRM integration project?

Once you've selected your Service Hub subscription level, it's essential to define your strategy: data governance policy, CRM migration, customer service and RevOps processes, customized dashboards. The challenge is to configure HubSpot CRM to your specific business requirements. Once the Service Hub functionalities have been customized, we challenge the performance of your CSMs to have an impact on attrition and additional customer sales. Finally, we train and coach your talents to optimize and profitably use the platform.

Can I connect third-party tools to the Service Hub?

Yes, HubSpot CRM has an open and flexible API. Our developers can help you customize the synchronization of information flows with your third-party tools: marketing and SaaS software, ERP business software, cloud telephony technology, etc.

Can I set up my Service Hub portal and HubSpot CRM completely independently?

The free and Starter versions of Service Hub are easy to learn. From the Hub Pro and Enterprise versions upwards, we recommend that you be supported by an official integrator. As the number of automation functions increases, so does their complexity. Successful deployment of your customer success process requires more than just a tool: you need to surround yourself with the right professionals to improve it over time: growth marketing, RevOps, data analysis and back-end development. A HubSpot integrator such as Make the Grade can support you in this logic of performance and return on investment.

Why should I choose HubSpot over any other solution on the market?

HubSpot's Service Hub is ranked by G2 as the most competitive and powerful CRM solution on the market. Its customer experience performance software centralizes your tools, your teams and your data. Together with its Hubs, its architecture enables you to align and manage all your marketing and sales activities, your website, and then your customer service. All these tools revolve natively around its CRM.

What is the difference between a free and a paying HubSpot Service user?

A free Service Hub user has free access to the CRM. As soon as they take up a paid seat, they will have access to automation functionalities: customization of diary forms, resolution sequences, ticket pipeline automation, customized dashboard modules, conversational guides, etc. From the Hub Pro version onwards, industrialization of the customer service process becomes tangible. This level of functionality is recommended for CSM teams of 5 or more full-time staff.

How many paying seats can I have with a Service Hub?

The principle of paying seats starts with the Service Hub Starter version, with 2 seats. Then comes Service Hub Pro with 5 seats and additional automation functions. And then there's the Service Hub Enterprise level, with 10 seats and all the most advanced commercial functions. For each level, new seats can be added according to the growth and size of your service department.

HubSpot Hubs

The HubSpot all-in-one platform for your growth

HubSpot's software architecture is built around its CRM. This customer relationship management tool is supported by a range of tools designed to meet the challenges of business development.