1. Visibility into the entire customer journey
One of the most valuable features of Service Hub is that it’s built into the HubSpot platform. That means it’s directly integrated with the rest of your marketing and sales data, creating a seamless experience — customer service data is automatically part of the buyer’s journey. There’s no bouncing back and forth between tools and all your teams have visibility into the entire customer experience.
2. Simple to start and easy to scale
Another thing that sets Service Hub apart is the way you can scale it according to your business needs. For small companies, it offers all the basic features you need in customer support software. But as you grow your business and requirements, you can also grow your Service Hub, with access to advanced features like custom objects and the ability for larger teams to handle more support requests. That means there’s a price point for every budget.
The main differences between the four tiers is the sophistication of the feature set and the amount of data that you’ll likely be handling. Note that the Pro and Enterprise tiers include automation and triggers, which most customer-service heavy companies will expect out of the box.
- Small companies that just want to leverage the support inbox and live chat functionality
- Limited customization
- No automations
- No customer feedback tools
- 1 pipeline
- Small to medium sized companies that want more flexibility to the support process
- Up to 100 custom fields for tickets
- Up to 5,000 documents and templates
- Very limited automation
- 2 pipelines
- Basic reporting
- No customer feedback tools
- Handling support requests each month
- Basic reporting on data
- Small customer support team (<10)
- Knowledge Base access
- Advanced automation
- Customer feedback tools (three industry-standard surveys out of the box and option to add automated sequences/custom surveys)
- Product library
- Ticket library
- Multiple teams
- Limited forecasting
- Handling multiple support requests an hour — potentially hundreds each day
- Advanced reporting
- Heavy use of automation
- Larger customer support teams (10+)
- Multiple teams with hierarchy
- Scoring properties across hubs.
- Custom objects
- Conversational intelligence
3. The ability to record video
Most support solutions enable agents to use text or voice to communicate with customers. But for issues that are technically challenging or complex to resolve, it’s not always possible to get a customer on a call, particularly if they have busy schedules or if your team is located across different time zones. That’s one of the reasons we were excited to see that Service Hub provides the ability to record videos and send them to customers.
How does Service Hub do this? It includes a Vidyard integration. Service agents can record their screen right from a ticket and then send the video to customers, improving service and solving issues faster. Service teams can also host and embed videos in their knowledge base.
This is truly a game-changer for agent efficiency and the speed with which they can resolve support requests. It’s also a much better experience for customers, because it means they can watch the videos at their convenience, and as many times as they need to understand your agent’s response.
4. The visual ticket view
The visual ticket pipeline in Service Hub is unique and another of our favorite features. It provides a quick snapshot of all the tickets and what stage they are in. This is a tremendous benefit for people who prefer to categorize things visually.
The columns can be customized to fit the ticket flow that your organization wants to follow — but using columns is just one of the ways that you can view the information. Here are some of the other ways you can use it:
- Use the kanban-style view to easily see the progress of each ticket.
- Drag and drop tickets to advance them to the next stage.
- Sort and view items according to their priority.
- Use the table view to sort by ticket properties. The table view also lets you create standard filters and “pin” them so you can quickly access the data sorted and prepared in this way each time you manage your tickets. You can apply other filters for a more granular view.
For example, if you want to see the tickets that are at a specific stage, you can create a view in the table settings to display just that information by using filters. You can also customize the columns to showcase the information that’s most relevant to that view, such as who a ticket is assigned to, the date it was created, etc.
Note that these are just view options. If you want to automate any activity based on these stages, you can do that in workflows.
Overall, we were most impressed by HubSpot’s Service Hub for its integration with marketing and sales, and for the video capability, which we know agents will love. But the visual ticket views will make daily work easier for everyone using Service Hub, and we think businesses of all sizes will appreciate the tiered pricing system that lets you grow your Service Hub implementation as your business scales and requirements evolve.
If you haven’t had a chance to get hands-on with Service Hub yet, we highly recommend you sign up for a free TestBox account and take it for a spin. And also check out our next post, which is about the challenges we experienced with HubSpot’s Service Hub.
About Simple Strat
We partnered with Simple Strat to build the HubSpot configuration and use cases that you see in TestBox. Simple Strat is a Platinum-Certified HubSpot Solutions Provider serving clients nationwide. They provide HubSpot consulting and implementation along with stand-out content marketing for B2B tech companies worldwide. Learn more at simplestrat.com.