Service Hub Flashcards
Deepen Customer Relationships
- Customer Portal
- Calling
- Knowledge Base
- Live Chat
- Omnichannel Messaging
- Customer Health Scores
Drive Team Efficiency
- Ticketing
- Help Desk
- AI Content Assistant
- Service Analytics
- Ticket & Task Automation
- Mobile Inbox
- SLA’s
Connect Services to the Front Office
- Shared Inbox
- Playbooks
- Customer Feedback Surveys
- Custom Surveys
- Conversation Intelligence
- Custom Reporting
Customer Portal & Knowledge Base
Customer Portal:
- A login for clients to access a portal to find out the status of their ticket. They can create new tickets, chat with the Customer Service team, and view older tickets as well.
- It is connected to the Customer Service’s teams shared inbox
- It’s branded to company colors, look, and feel
Knowledge Base:
- Create help articles, organize them into categories, and tag them with relevant search terms. That way, your support team isn’t wasting time answering simple questions from clients.
- Turn customers most frequently asked support questions and tickets into a search-optimized knowledge base of help articles and documentation. Customize the look and feel of your knowledge base using HubSpot’s CMS editor to match your brand and organize your articles into categories.
- Use the built-in reporting dashboard to measure the impact of your pages and improve your knowledge base over time. Learn what customers are looking for and identify gaps in your knowledge base. Then you can evolve your knowledge base into a comprehensive resource.
Live Chat & Omnichannel Messaging
Live Chat:
- Use live chat to automatically connect chatters to the right people on your team, route customer inquiries to your services team, and pass leads to the sales team.
- Customize the live chat to the look and feel of your brand, and create targeted welcome messages for different web pages for your audience.
- Each chat conversation is automatically stored in a universal inbox on HubSpot’s CRM, giving your team complete context of every customer interaction.
Omnichannel Messaging:
- Resolve issues with ease across any messaging channel like email, SMS, Facebook Messenger, etc. Enable your teams to seamlessly move between those channels, meeting your customers where they are.
- Uncoordinated handoffs and out-of-sync teams leave customers having to repeat the same issue multiple times. With all channels connected to your CRM records, Service Hub gives your team the context they need to deliver a consistent experience across all channels.
- Switching between multiple tools to reach a resolution takes its toll on reps as tickets accumulate.
- Omnichannel messaging ensures you reach a resolution in one thread, on one screen, while connecting with your customers across multiple channels.
Customer Health Score
Customer Health Score:
- The best metric to help you determine whether a customer is planning to stay with your brand or leave it.
- It tells you exactly where a customer falls on your customer retention scale. It’s important to establish a customer health scoring system because this gives you the power to identify unhappy customers before it’s too late.
- Customer Health Scores also help you pinpoint your biggest promoters, but also pinpoint people who are at risk to churn and reach out to them before it’s too late.
- How do you calculate a Customer Health Score? Define customer health, set your predictive metrics, create a scoring system, segment your customer data, and visualize your customer health score.
Ticketing & Service Analytics
Ticketing:
HubSpot’s all-in-one ticketing system provides context for every conversation - bringing every ticket, conversation, and contact detail together in one dashboard. Prioritize incoming requests, maintain SLA’s, and provide a delightful experience across the board. (it looks like the deals view, but it’s for tickets)
- A shared inbox keeps track of all of your tickets in one place. Take notes, add tags, and keep a historical record of updated issues to ensure everyone is on the same page.
- Use your ticketing system to create and route tickets automatically and enter customer data into your CRM.
- Create dashboards in your ticketing system to highlight top customer issues and understand agent performance. Use built-in analytics to assess contact volume, response time, and other key customer experience metrics. Create benchmarks and measure your ongoing improvements.
Service Analytics:
- Provides easily digestible reports on vital customer service data such as how your customers use your knowledge base, chat wait time, customer satisfaction scores, and more.
Mobile Inbox & Help Desk
Mobile Inbox:
- Access tickets and conversations, and collaborate with your team, all on your phone. The mobile inbox offers collaboration tools and efficiency-boosting features, all integrated with the HubSpot CRM, so your team can stay productive and in sync on the go.
- Connected to the HubSpot CRM mobile app.
Help Desk:
- Scaling your support team without scaling headcount can be a challenge. With HubSpot’s Help Desk, you’ll have a purpose-built workspace to empower your reps to deliver omnichannel support and increase customer satisfaction.
- With advanced SLA’s and routing features, it’s easy to manage your growing support team.
- Your team will have access to the entire customer journey in a single view.
Ticket & Task Automation & SLA’s (Service Level Agreement)
Ticket & Task Automation:
- When service processes are manual, you risk missing customer issues that should be communicated across multiple teams. Automating customer service ensures the highest priority tickets get resolved. Then, set up triggers to create a deal or enroll customers into nurture sequences, all based on support tickets.
- With your customer feedback in Service Hub, insights can actually lead to action. Follow up with customers automatically based on their NPS response, surface key product insights, and build social proof.
- Slow, manual handoffs break deals and compromise campaigns. Don’t let chats get lost with the wrong team. Align your marketing, sales, and service with automation that keeps your teams talking. With automated routing and workflows for conversations, you can trigger notifications, set reminders, and generate tasks for the right teams.
SLA’s:
- Don’t leave your customers wondering when they will hear from your team. Establish SLA’s for time to first response and time to close. Give your customers the predictability and transparency they need to feel prioritized and see their issues resolved.
- Unresolved tickets can pile up, burying your team under endless requests. Prevent burnout with SLA’s that make issue prioritization a breeze. Use the visual real-time indicator to show how much time is left to meet those SLA’s and which tickets are about to breach their SLA.
- Leverage the power of automation in HubSpot to build custom workflows based on SLA’s. Alert your reps before a breach so they can act quickly to resolve the issue. Identify issues that prevent attainment by reviewing reports for each channel, inbox, and rep.
Shared Inbox & Playbooks
Shared Inbox:
- With HubSpot’s shared inbox, you’ll get free tools to integrate communications from live chat, Facebook Messenger, chatbots, team email, and more. It’s a universal inbox where sales, marketing, and customer service teams can view, manage, and reply to all conversations.
- Easily create chatbots to qualify leads, book meetings, provide answers to common customer support questions, and more - allowing your team to focus on the conversations that matter most.
- Your customers want to talk to you on the channels that work best for them. HubSpot’s Conversations inbox picks up real-time messages sent via different channels so you can respond to them immediately via the conversations inbox.
Playbooks:
- A Customer Service Playbook is a document used to outline best practices on how to resolve customer cases and onboard new reps.
- With the playbooks tool, you can create interactive content cards displayed in contact, company, deal, and ticket records. When speaking with prospects and customers, your team can reference these and create standardized notes.
Customer Feedback Surveys & Custom Surveys
Customer Feedback Surveys & Custom Surveys:
- HubSpot’s customer feedback software lets you learn what your customers really think with custom surveys and feedback collection tools. Tailor your surveys with a wide range of question types and a customizable template.
- Send your surveys via web link or email, then efficiently share insights with your teams so you can deepen customer relationships and improve retention.
- Identify opportunities to improve specific points in the customer journey, measure your customers happiness, and identify trends that help you create an even better customer service strategy.
Conversation Intelligence & Custom Reporting
Conversation Intelligence:
- HubSpot automatically captures voice data in HubSpot Smart CRM and provides deeper insights into your calls. Unlock coaching opportunities, quantify competitive trends, and surface top objections. Then, make data driven decisions to improve your strategy.
- Your service teams shouldn’t have to rely on gut feelings to guess what customers want. Conversation intelligence data gives you a complete overview of customer interactions. Use tracked terms to identify specific conversations, report on outcomes, and automatically trigger workflows.
Custom Reports:
- Use service report collections to track your customer service team’s success. Customize pre-built reports to monitor key metrics such as customer satisfaction scores, average ticket response time, and overall support volume.
What does Service Hub Enterprise Add?
- Custom Objects and adds flexibility to roles and permissions for teams and users.
- Shared Inboxes 100 —-> 200
- Ticket Pipelines per account 15—>50
- HubSpot Phone #’s 3 —-> 5
- Calling 3,000 min ——> 12,000 min.
- Ticket-Routing Workflows 300->1,000
