Everyone knows that we are all living in the digital era. However, with the advent of digitalism, the customer service landspace has evolved. Today, customers have various sources of information about what they need to purchase and how much to spend on it. But it is not only a challenge for B2B SaaS businesses but also an opportunity. To satisfy customers and offer them the best experience is not so easy. This enlightenment on the customer’s side can help those SaaS platforms that play around with their product value. If you offer customers the best experience, then there can be significant improvement in the customer retention rate. In customer experience, support and customer care teams play an important role.
Coming towards customer service, you can opt for automated platforms e.g. HubSpot Service Hub. These automated tools play a role in building a relationship of trust between retailers and customers. In this article, we are going to tell you how HubSpot Service Hub can help you with this.
What Is HubSpot Service Hub?
HubSpot is the platform that facilitates businesses in customer care and support operations. It aids companies in effectively managing customer queries, tickets, and support operations. With the help of features like a ticketing system, knowledge base, and client feedback management tools, Service Hub enables businesses to streamline their customer service procedures and provide top-notch customer care.
HubSpot Service Hub Software for Customer Care/Support
After selling a product to customers, your job is not done. There is a journey yet to be covered. Retailers are responsible for what they sell to their customers. So, if customers are unaware of how to use your product, you must offer them support and customer care. However, rather than doing it manually, it is better to adopt automated software for this.
Let us take you to the details of HubSpot Services Hub features that are significant for better customer care and support services.
Ticketing System
When a customer complains about something, it is important to manageably forward the issue to the concerned department and get it resolved. Here comes some challenges.
- Prioritization of the task
- Finding the concerned department
- Tracking the registered complain
- Mark as done when the issue is resolved
Who will do all these crucial tasks that are very important after a support person receives a call from the customer side? HubSpot Services Hub offers a ticketing system that has a range of features. The user can organize, prioritize, and monitor the status of requests as they are resolved. With this system, one can manage tickets systematically.
Knowledge Base
Knowledge base is another thing that is very important for the best customer experience. It is a repository of information that if you provide customers in the best way, the burden on your customer support team will automatically be half. How? In today’s fast-paced retail environment, the busyness isn’t limited to just retailers; it extends to our customers as well. Customers contact your support and customer care teams only when they actually need your assistance.
HubSpot Service Hub enable you to provide customers with articles, FAQs, guides, and tutorials that help customers find answers to common questions and resolve issues on their own. The basis of the knowledge base is to make your customers self-sufficient so they may not need to contact your support teams.
Customer Feedback Management
Customer complaints received by the support team are not mere complaints, they are feedback as well. If you know how to use this feedback, then you can increase your product value. When product value is improved, your customer acquisition cost and retention rate increase. However, complaints are not the only source of feedback from the customer side. You can collect feedback from social media or customer review forms. The next thing is to manage this feedback so that it can be used for the benefit of the business.
Through its integrated tools and functionalities, HubSpot Service Hub provides effective customer feedback management. Users have the ability to design, share, and distribute surveys and feedback forms to gather insightful data right within the platform. Businesses are then able to analyse feedback trends and pinpoint areas for development thanks to the data that has been collected being centrally stored and immediately accessible.
Integration Capabilities
One of the concerns that B2B businesses face is that if they get software for customer care, they need to deal with integration issues. Not all software can be integrated with any application or software. However, HubSpot Service Hub can be integrated with other applications and software.
So, if you need to integrate third-party applications and software with HubSpot, then it can easily be done. The HubSpot platform is flexible and scalable enough to integrate with other software.
Hopefully, the idea of adopting the Service Hub of HubSpot is clear. If there is any confusion or questions, then we at Techloyce offer HubSpot consulting and integration services. Contact us now to know if HubSpot is the right platform to help you resolve customer experience
