Did you know 60% of customers stop doing business with a brand if the customer service is poor? All the work your team puts into attracting and converting leads can go to waste if you forget to delight them after they’ve signed the dotted line. The best approach is to be proactive, available, and engaging.
HubSpot’s Service Hub can help you do just that. The new customer service software makes managing and connecting with your customers effortless. Maintaining strong relationships with your customers helps retain them and ultimately grow your business. Businesses with high customer engagement land more sales, cross and upsell more, and have an overall higher revenue, according to Gallup.
Learn how Service Hub will help you deliver a great customer experience to your clients.
HubSpot Service Hub is loaded with features that enable you to respond faster to your current customers. HubSpot Live Chat can be added to your website and monitored through Service Hub. Live Chat lets you interact with customers 24/7, instantly. The conversation’s inbox collects all customer chats and emails so anyone from your team can pick up and answer a question on the go.
Service Hub also utilizes HubSpot’s ticketing application for more in-depth customer queries. You can assign and prioritize tickets, so no customer issue goes unchecked.
Because Service Hub’s features are built into HubSpot CRM, all the information about a contact is loaded in for you.
Improve Internal Productivity
With Service Hub, your team will have all of HubSpot’s productivity tools at their fingertips. Less time spent on basic tasks means more time your customer service team can dedicate to customers.
Automate your team’s email responses by creating templates and canned responses to frequently asked customer questions. Set email aliases that automatically turn incoming emails to tickets, so your team gets alerted to customer issues faster. Implementing support forms on your website will also automatically generate help tickets for your team.
Once you’ve zeroed in on the most frequently asked questions and support tickets, you can create a “knowledge base” within HubSpot Service Hub that features articles addressing these common issues.
Your customer service team can easily reference and send these articles over when faced with a query. And HubSpot indexes your articles, so your customers can find answers if they Google more about their support questions.
Service Hub comes with customer feedback tools to collect information to understand your customers’ needs.
Use the survey tool to capture data from your customers routinely. You can make it a simple yes-no survey related to a ticket or create an in-depth Net Promoter Score (NPS) survey about their yearly customer service experience. An NPS also measures the willingness of customers to recommend your business to others. A customer with a high NPS is likely a good brand advocate that you can take advantage of in other business material, like a case study or quick testimonial.
With everything provided by Service Hub, you’ll have enough unique customer data to create a dashboard of valuable data. The dashboard reports on aspects related to your tickets, knowledge base, and customer feedback.
Tickets. In your Service Hub dashboard, you’ll be able to see where tickets come from, ticket status, ticket volume, and how long it takes your team to respond to them. You can see how busy your team is, what common problems are, and how to address an issue.
Knowledge base. Optimize your help articles by seeing what your customers view and read the most. If some pieces don’t get any views, you can update them.
Customer feedback. Regularly analyzing your customers’ NPS shows if your service is making a good impact over time, and show where you may have holes to fill to achieve a higher score in the future.
Putting your customers at the center of your business is the key to success. With the tools laid out for you in HubSpot Service Hub, your customer service team can truly understand your customers’ needs, deliver exceptional experiences, and hopefully turn them into brand advocates. To get started with HubSpot Service Hub, contact us at LyntonWeb today.
By: Jenny Traster
With a love of HubSpot dating back to 2010, Jenny works with clients to put the pieces of the inbound marketing puzzle together, from content marketing and social media management to demand generation and lead nurturing. When she’s not digging through data or reading the latest in social media trends, you’re most likely to find her traveling, practicing yoga or hiking with her dogs in the great outdoors.