As businesses continue to look for smarter ways to sync, build and migrate their data processes,...
Changing consumer behaviours, such as the need for a more human connection with businesses, has increased the importance of customer service and experience.
Never has there been a better time to analyse your customer service tools and how they connect with other crucial departments such as marketing and sales. If these departments are disconnected, the customer experience will be impacted.
Enter HubSpot’s Service Hub. In this article, we’ll discuss whether the Service Hub is right for your business, what problems it can solve and what the results will look like once you implement it.
- What is the Service Hub?
- Is the Service Hub right for you?
- What problems can the Service Hub solve?
- What can you expect after implementing the Service Hub?
- Find out how your business can benefit from the Service Hub
What is the Service Hub?
At its core, HubSpot’s Service Hub is a customer service software that helps you nurture customer relationships and drive efficiency. Although it offers the same tools as other software, the Service Hub is integrated into your CRM, so every department is connected.
With your sales, marketing and service platforms all in the same hub, you’ll be able to manage the entire customer experience and not just focus on one isolated issue. Ultimately, this will make your customers happier, increasing revenue.
Before we get into all the problems the Service Hub can solve, let’s first identify who should be using the Service Hub.
Is the Service Hub right for you?
HubSpot targets scaling companies — anywhere from solopreneurs to 500 employees. HubSpot’s multi-tiered subscriptions aim to grow with you.
As a solopreneur, HubSpot’s starter package might benefit you the most. It’s the cheaper option but still provides valuable tools for your business.
Then, as your business expands, you can continue to jump to different tiers that will serve you better, meaning you won’t outgrow your platform.
The Service Hub is no different. It’s best for any company under 500 employees aiming to scale the business and its processes in the most seamless way possible.
However, it’s not ideal for massive enterprises such as Nike or Apple that likely already have a home-built system.
What problems can the Service Hub solve?
Now that we’ve narrowed down who will benefit from the Service Hub the most, let’s get into some fundamental issues it can solve.
Team disconnect and employee burnout
Because of the Service Hub’s integration into your CRM, your sales, marketing and service teams won’t have to use separate platforms, creating a frustrating disconnect between departments. Throughout all teams, productivity and communication will improve by working from a single source of truth.
Missed revenue opportunities
72% of customers expect agents to know about their previous engagements with your company. This is only possible to achieve if your departments are connected. HubSpot connects customer service to provide more insights into upsell opportunities and better solve issues for customers that aren’t happy.
This connection is essential — the chance of consumers switching businesses due to a poor experience is as high as 80%.
What can you expect after implementing the Service Hub?
You can expect a happier customer base by solving the issues listed above. With the information you have on their experience with their business, you’ll be able to empathise with their problems and be better equipped to solve them.
If your customers feel appreciated, they’ll be more comfortable purchasing from you, increasing your revenue. You’ll also have the chance to increase revenue through upselling, cross-selling and renewal opportunities because you have a single source of truth with your customers.
Having a seamless system throughout marketing, sales and service will optimise where you put your time and energy.
According to HubSpot’s Justin Grazi, customer service response time is 8.35 times shorter with each individual HubSpot product activated. When you have four key features activated, the ticket response rate is 44% faster than having only one feature.
To top it off, at the Pro and Enterprise levels of HubSpot, you’ll see a 10% or more ticket close rate after 10 months of using the software.
Find out how your business can benefit from the Service Hub
The Service Hub is a powerful tool for growing small and medium-sized businesses.
If you’re interested in learning how your business can benefit from Service Hub, contact one of our specialists today and we’ll be happy to discuss your options.