As businesses continue to evolve the way they do service, particularly in a more highly connected and digital world, customers want answers faster and generally expect better customer service.
Today, customers expect resolutions in minutes and personalized, 24/7 service through flexible channels. But most customer service reps are overwhelmed trying to meet these growing demands because their tools and data are scattered across multiple sources. As an effect, nearly 60% of customers feel that long holds and wait times are the most frustrating parts of a service experience.
With Hubspot’s latest updates to the Service Hub, it can now more easily connect all your customer service data and channels on one CRM platform, so you can easily support, retain, and grow your customer base. The result? Better customer service management, and delighted customers at every stage of the journey.
Not only does it promise to onboard teams with tools that are both easy to learn and easy to love, but it also introduces more self-service features. These combined, plus a number of other benefits, you'll be able to meet customers where they are when they need it most.
So what exactly is new in the Service Hub? Here’s a quick run-down:
Custom Views - Flexibility to create views in the inbox. For example, the ability to create views based on ticket and conversation properties.
Mobile Inbox - All new update. Improved collaboration tools, forward emails from the inbox, efficiency tools, expanded integration with mobile CRM that allows users to recognize contacts in conversations
Inbound Calling (Beta) - Enables customers to receive inbound calls inside Hubspot. Some features include being able to purchase a phone number from the calling settings page, and having the number logged in HubSpot. This can be leveraged across the CRM Platform for reporting, automation, conversation intelligence, and more.
Conversation APIs (Beta) - A suite of APIs to unlock a customer value in Conversations across a variety of use cases. These APIs will allow developers to retrieve information about their customer communications, post new comments and outgoing messages on those conversations, and subscribe to events about conversations threads and messages – all from outside the Inbox.
Channel Switching - Switch channels from Live Chat or Facebook Messenger to Email on a single thread. When an agent switches from chat to email, the customer gets a complete conversation history without losing context.
Post Chat Feedback - Support agents will now be able to collect customer satisfaction feedback on their chat conversations directly from within the chat once the conversation has closed.
SLAs - Service Level Agreements and Working Hours’ current functionalities include working hours, time to first response, time to close SLA, Reporting, Automation and other UI improvements.
Service Analytics - Now includes Ticket Time in pipeline report.
Here are some other note-worthy features you might be interested in:
Customer Portal: Connected to your shared inbox, your customer portal keeps ticket conversations going between customers and reps, offers access to your company’s knowledge base, and can be customized to create an optimal customer experience.
Custom Surveys: You can create custom feedback surveys to send to your contacts. These surveys can have custom questions and options including star ratings, radio selects and single line text fields.
Interested in learning more about Hubspot Service Desk? Message us to find out how Hubspot might be the right fit for your organization.
Prioritize customer experience with an easy and connected platform that delivers authentic service when your customers need you most.
