HubSpot Service Hub is one of the most impressive CX platforms available to business leaders today. Part of a vast collection of “Hub” offerings from the SaaS leader, the Service Hub is fine-tuned to address the needs of contact center teams and agents.
As consumer expectations and technology evolve, HubSpot has consistently upgraded its “hub” solutions in recent years. Today, companies can access everything from innovative AI capabilities to comprehensive customer portals.
So, which are the top HubSpot service hub features worth exploring right now? Here are some of our favorite solutions for contact centers and their teams.
10 Impressive HubSpot Service Hub Features
Competing with the likes of Salesforce, Zendesk, and Zoho, HubSpot has grown significantly over the years. Today, the company’s “Service Hub” solution is available as a standalone product or as part of a comprehensive HubSpot CRM Suite bundle.
We took a deep dive into the functionality of the HubSpot Service Hub platform to bring you this comprehensive guide to the top HubSpot Service Hub features for modern teams.
1. The Free HubSpot Service Hub Features
Although HubSpot’s “Hub” platforms can be a little more expensive than some alternatives, the company does offer a generous collection of free tools to beginners. These freebies are distributed throughout the entire HubSpot CRM suite, covering everything from sales to marketing.
Service Hub users get access to all of the following tools for free:
- Team email and email scheduling
- List segmentation with 10 active and 1,000 static lists
- Calling SDK
- Marketing events object
- Up to 3 reporting dashboards
- Five documents per account
- Facebook messenger integrations
- Ticket pipelines
- Email reply tracking
- User management and permissions
You also get Live chat, email templates, Slack integration, and a HubSpot mobile app. However, some of these features do include HubSpot branding. If you want a white-label experience, you can choose between a range of packages, including options for small teams, starting at $20 per user per month.
2. AI Assistants, Agents, and Insights
Like many CX innovators, HubSpot embeds the latest artificial intelligence into its technology ecosystem to empower agents and enhance customer experiences. Generative AI assistants can create content for social media responses, emails, and even website copy.
HubSpot’s dedicated AI-powered companion “ChatSpot” combines ChatGPT with unique data sources (such as your CRM) for a personalized generative AI experience. This tool features suggested prompts and straightforward insights.
Within HubSpot Service Hub, agents can access AI-powered assistants that automatically summarize conversations and draw attention to the most important topics and details. You can even access some of the AI features for free.
3. The HubSpot Customer Portal
One of the best HubSpot Service Hub features for growing companies is the “Customer Portal,” which helps companies deliver transparent support to their audience. It’s connected directly to the HubSpot shared inbox (for omnichannel conversations), so you and your buyers can track conversations throughout the customer journey. Plus, you can connect customer portals to a knowledgebase too.
Within the Customer Portal, the admin can create automated workflows, share knowledgebase articles with customers, and even enable self-service options. You can quickly build, customize, and adapt your portal to suit your branding without code.
We recommend building on the functionality of the Customer Portal with HubSpot’s “knowledge base” features. These allow you to create your library of helpful articles from scratch and organize FAQs and tickets in a search-optimized environment. You even get analytics and insights to help you find gaps in your knowledge base.
4. HubSpot Service Hub Features for Omnichannel Communications
Omnichannel communications are a must for any contact center. Fortunately, HubSpot Service Hub allows companies to access countless channels for service management. The platform excels in messaging, offering instant access to live chat, email, Facebook, and even WhatsApp.
Since the Service Hub aligns every conversation in the same inbox, it’s easy to retain context as customers move through different channels. Plus, you can share inboxes with sales and marketing hubs for a more detailed view of the customer journey.
Alongside messaging, HubSpot supports conversations via VoIP phone calls, SMS, and automated chatbots. All channels include analytics so that you can monitor the impact of every platform on your customer satisfaction levels and business performance.
5. Intelligent Routing and SLA Management
Living up to customer expectations is hard when you don’t know how to organize and prioritize countless requests and tickets from different customers. Fortunately, HubSpot helps you maximize your conversations with SLA management tools.
You can leverage the power of automation within the HubSpot platform to build custom workflows based on SLAs. This means it’s easy to alert reps before an issue happens (for proactive service) and even show agents which tickets and requests they should focus on first.
