6 Ways to Use HubSpot for Better Customer Service

Great customer service today is more than solving tickets. It’s about giving customers an excellent experience from first message to resolving.

That’s why more and more businesses are turning to HubSpot Service Hub. It helps teams respond faster and stay organized, all while keeping track of the data that drives smarter decisions.

In this article, we’ll look at 6 practical ways businesses use HubSpot Service Hub to deliver faster, more connected & data-driven support.

1. Manage customer chats in one inbox

Managing customer chats is a major part of support teams work. Today, modern teams want to do it collaboratively in a shared inbox. Teammates can solve conversations together, and customers get faster replies.

This is a main use case of Hubspot service hub because it provides the following:

• Conversations Inbox, Hubspot’s shared inbox that keeps all customer conversations from different apps in one place
• Automatic assignment of Hubspot conversations
• Collaboration on solving tickets created from customer conversations

With customer data, conversations, and tickets in one place, support teams can use Hubspot service hub’s key features to work smoothly.

Even more so when they use Hubspot’s automated service features.

2. Automate ticket routing & escalation

Every support team needs a solid system to manage and resolve tickets, and Hubspot service hub provides that through automation.

Hubspot’s ticketing system lets you:

• Use AI-powered automation to route tickets
• Follow-up and send surveys automatically
• Set up triggers based on support tickets

Hubspot’s ticket automation doesn’t stop there. The CRM support platform also lets teams build automation workflows based on their needs. They can build workflows for tickets, customer conversations, contacts and companies.

And once those processes are running smoothly, it becomes much easier to understand performance at a deeper level, which is where the next step comes in: tracking and reporting customer support metrics.

3. Track & report on customer service metrics

Businesses need to track team performance in order to improve. Because of its Service Analytics feature, tracking and reporting is a major use case for Hubspot service hub.

It allows businesses to:

• Measure important support metrics like response time and support volume
• View CSAT scores
• Monitor overall team performance with ease.

Hubspot’s reporting features for customer support also include readymade reports and data visualization tools to help you digest tracked data. You can use the dashboards to track key support KPIs like NPS, resolution rate, first response time.

More so, Hubspot has a Conversation Intelligence feature where AI captures customer conversations and gives you insight into how it went. This helps you identify coaching opportunities and improve fast.

4. Use AI & chatbots for common questions

A popular use case of support tools is reducing the volume of repetitive questions that reach your support team, and Hubspot is no exception. It provides AI features and a chatbot builder to help businesses reply to FAQs.

Using Hubspot service hub, businesses can:

• Set up AI-powered chatbots that handle simple, everyday queries on Hubspot’s chatbot builder
• Use Breeze AI to answer common questions using the product’s knowledge base
• Use Hubspot’s AI summarization feature to give agents quick context before replying to customers

It’s a simple way to offer faster help while keeping your team free for more complex issues.

Once these automated systems are in place, the next step is to collect customer feedback so that you can identify what's working and what's not. Luckily, Hubspot service hub helps with that too.

5. Collect customer feedback

Support doesn’t end when a ticket closes. For many businesses, the most valuable insights come after the conversation, when customers share how the experience went.

Collecting feedback is a major HubSpot Service Hub use case, and the platform’s dedicated customer feedback software makes it easy to gather and act on those insights.

The Hubspot customer feedback software lets you:

• Create customizable surveys for collecting feedback
• Send the feedback surveys through email or web links
• Send surveys in different languages

Best of all, all of the data collected connects directly to Hubspot CRM. This means you can identify trends, understand pain points, and turn insights into more personalized experiences.

More importantly, when feedback is combined with omnichannel support, you capture insights from every channel the customer uses, bringing us to the next Hubspot service hub use case.

6. Offer omnichannel support with messaging channels

Many businesses now rely on WhatsApp, Instagram DMs, Telegram, and SMS as their main support channels.

A growing HubSpot Service Hub use case is bringing all those messaging apps into one place so teams can offer true omnichannel support without switching tabs.

To make this possible, companies either use Hubspot’s native integrations or use connector tools like Octopods to connect their messaging channels directly to HubSpot.

Both options are available in the Hubspot marketplace. Although the native integrations are much more limited. That's why many businesses opt to integrating messaging channels to Hubspot through third-party tools, to have more available features.

Once everything is plugged in, teams can manage conversations from WhatsApp, Instagram, Telegram, and more inside the CRM workspace they already use.

Here’s how Hubspot provides an omnichannel platform for support:

• Has a connected inbox that gathers messages from WhatsApp, Instagram, Telegram, and SMS
• Provides automatic ticket creation to help team turn any incoming message into a trackable support ticket
• Has CRM context that gives teams visibility into contact details, conversation history, and previous interactions

The result is smoother, faster support with fewer missed messages.

Conclusion

HubSpot service hub isn’t your traditional helpdesk software. It gives businesses everything they need to deliver a complete customer experience.

Hubspot provides a combination of shared inbox, integrations, smart automation, and AI to make it easy for teams to scale support. That’s why it has many uses cases for support teams, including the following:

• Team collaboration
• Automatic ticket solving
• Omnichannel messaging
• Answering FAQs

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