What is the new HubSpot Service Hub 2.0?

HubSpot Service Hub brings new AI and automation features to CS teams

The significant shift in the way companies and customers interact continues to accelerate. Customers now expect faster and more efficient service as they strive to do more with less.

It can be hard to keep track of all your customer interactions, especially as your business grows. It’s even more difficult to manage that customer support manually. 

You’ll find tools that can automate and optimise one or two processes. But not all your processes.  While other customer service software solves some things, we love that HubSpot’s Service Hub solves everything.

Contents

What's new in Service Hub 2.0?

Service Hub Demo Video

Service Hub Integration with HubSpot Other Hubs

HubSpot Service Hub Pricing

Use Cases

What's new in HubSpot Service Hub 2.0?

In B2B businesses, it's not uncommon for customers to feel dissatisfied.  Too often they don't hear from a business until there’s an issue. Not what any of us are aiming for, surely???

This reactive approach isn't effective. Clearly, businesses should focus on prioritising customer satisfaction with existing customers, but without the right tools, this is hard to execute, expensive, and resource-hungry.

HubSpot is dedicated to not only enhancing customer experience but also integrating service with marketing and sales to transform service teams from cost centres to revenue generators.

The new Service Hub, powered by HubSpot AI, uniquely combines support and success for the first time, enabling Customer Experience (CX) leaders to scale support and boost customer retention efficiently.

To help CX leaders scale support, Service Hub now includes:

• Help Desk Workspace: A workspace for reps to unlock productivity with an at-a-glance view of everything that matters most — from real-time ticket updates to omnichannel conversations — plus the ability to organise, search, and filter for improved discovery.
• Tools for businesses to scale support: 
  • Advanced SLAs for better, more complex reporting and operations.
  • Robust Routing tools to ensure tickets go to the right reps at the right time.
  • Workforce Management settings and APIs to set user availability, working hours, and skills.

To help success teams drive retention, Service Hub now includes:

• Customer Success Workspace: For the first time and available in beta, success teams have a home in HubSpot. Customer Success Managers (CSMs) can manage their entire business book in one place with actionable insights and custom segments. The workspace includes:

• • Account activity & pipelines specific to each CSM’s portfolio for easy access to the most important information.
  • Customer health scores so CSMs can identify churn risk, prioritise outreach, and address needs proactively.
  • Product usage integrations with essential apps like Pendo, Amplitude, Segment or HubSpot's Custom Events API.
    
    

And Service Hub features over a dozen AI-powered tools, including:

• GPT-powered Chatbot for 24/7 support, freeing up reps to focus on more complex issues
• Real-time Reply Recommendations and Conversation Summaries to speed up time to resolution, including multilingual support
• Suggested next steps to help reps take action after customer calls 

Let's not forget the Service Hub features we have become so reliant on, they haven't gone away!

• Team Inbox
• Knowledge Base 
  
• Customer Portal 
  
• Internet calling 
  
• Customer feedback software - Surveys

What exactly is HubSpot Service Hub? It's an all-in-one platform designed to seamlessly handle both online and offline customer experiences, all within one convenient location. This gives your team the full context of every customer interaction.

B2B customer service and sales teams use it daily to enhance customer retention and drive new sales through cross-selling and up-selling.

• Support - Provide customer support on live chat, email, Facebook & more
• Onboarding - Streamline the process of getting your customers started with the assistance of intelligent AI features.
• Upsell - Use ready-made upsell messages to showcase your value to your customers efficiently 

• Cross-Sell - Implement automated, sequenced emails for every stage of the sales cycle

Automate your customer service tasks to eliminate unnecessary manual processes. This will save time, simplify operations and free up resources to focus on helping customers with more complex queries.

take a peek at what's included

With the extended capabilities of HubSpot Service Hub 2.0, companies can enhance their customer support even further and faster. This allows your team to prioritise personal interactions and assist customers, leading to heightened satisfaction and a streamlined process.

Automatic Integration with other HubSpot Hubs

Using two or more hubs? HubSpot seamlessly connects your data across all platforms. Resulting in centralised  company tools and data, allowing your customer service team to access the complete history of each customer's interactions with Marketing and Sales. This streamlined process enables a more effective and personalised approach to serving your customers.

 

We create a custom Onboarding plan for you based on the following:

• Your top priorities 
• Your business size and complexity 
• The HubSpot products you have purchased
• Your current tech stack and how it integrates with HubSpot

Upon completing your onboarding, you will feel confident using the HubSpot platform to achieve your goals.

Pricing

With a range of options available, from Starter to Professional and Enterprise, you can select the level that best suits your business and decide to upgrade for additional features as your business grows.

Use Cases for Manufacturing Companies

Here’s how Service Hub can help B2Bs improve new and existing customer relationships with Data, Connectivity, Automation and AI:

• Give customers what they need in-app without having to wait for a ticket response 
• Leverage pre-written upsell messages to save time and show the customer what they’re missing out on
• Easily roll out other automated, sequenced emails in each stage of the sales cycle

There are many examples of smart, time-saving HubSpot Service Hub implementations for example;

Installation

An example from an office furniture company illustrates the seamless process when a customer sale closes, a contract is signed, and they're ready to confirm the installation.

Once the sale is finalised, an automated process copies certain values to the Installation Service pipeline. It tracks scheduling, sends an internal notification "14 days from installation," and follows up with the customer with a reminder "5 days from installation."

At each stage, automation assigns tasks to the appropriate team member, creating a streamlined project management tool that aligns service and installation teams with the customer.

Customer Inquiries

Another example is a Bike Manufacturer who desires to delight their customers: "What sets us apart as a company is that we want to deal with anyone that owns our product, regardless of where you bought it."

A consequence of this approach was that there were simply too many customer questions for their existing process to work.

"The volume was just too much; we couldn’t handle it; we needed some sort of organisational tool to bring everything together. Also, there was all this data from customers that we could never collect because it was over the phone or just scattered all over the place.

With Service Hub, the bike manufacturers were able to build out a more organised system. Today, customers can either email a "contact us" email alias connected to the Conversations tool in HubSpot or fill out a support form on the company's website for warranty issues. Any issues that come in through the website form, which are more complex, are turned into tickets.

With their ticketing/help desk system, they can organise data, track issues, and report on the type of requests they receive to their management team.

Use Case for Recruitment

If your business manages internal recruitment processes, leveraging the capabilities of Service Hub can help you analyse and improve essential recruitment metrics, including: -

• Sourcing quality hires
• Time taken to fill positions
• Cost per recruitment
• Candidate satisfaction levels
• Rejection rates

Automation for application and interview follow-up is quick and easy to set up, saving your team precious time using personalised preset messages.

These examples merely scratch the surface of the possibilities that Service Hub brings to the table. With its user-friendly interface, advanced analytics capabilities, and automation tools, Service Hub empowers your business to streamline recruitment processes. Whether you're looking to improve efficiency, enhance the candidate experience, or drive better hiring decisions, Service Hub is a valuable resource that can transform how you approach recruitment within your organisation.

Service Hub helps you gather important insights about your customers, track their interactions, and deliver personalised service experiences that keep them coming back for more

Feature Spotlight: SLA Management

• Establish service level agreements to enhance and oversee the efficiency of your customer support team
• Analyse team performance to drive continuous improvement and enhance the efficiency of your customer support team
• Create service level agreements (SLAs) tailored to specific ticket properties.

If you would like more information on implementing Service Hub for your business, lets chat. Use this meeting link to set up a call with one of our service hub specialists 

Useful Links

Gartner: Improve your Service Desk Performance

Reducing Helpdesk Ticket Response Times

Elevating Customer Service

Avoiding a failed CRM project

eCommerce CRM for B2B firms

HubSpot Partner In Ireland