HubSpot raised the bar for customer service software with its latest round of Service Hub innovations announced at Inbound 2023. Businesses that prioritize customer connection and user experience grow exponentially more than those that don’t. To that end, HubSpot’s development teams really pushed the boat out this year on new features.
Service Hub is a powerful tool that enables companies to strengthen their customer relationships and streamline their customer service operations. With its latest updates, Service Hub has improved features across service levels to prioritize the customer experience. And because it’s fully integrated with HubSpot’s CRM platform, users can enjoy a seamless and efficient experience.
Here are a few of Gate 39 Media’s favorite new Service Hub advanced features for 2023.
AI Chatbot [beta]
Add GPT-powered chat on your website to meet visitors’ needs quickly and free your teams to handle high-value support tasks! The process of setting up an AI chatbot on your website is simple and straightforward. Add any publicly accessible website URL to the chatbot’s knowledge database.
Content Assistant can generate answers from knowledge base articles, blogs, and website pages, reducing customer service issues and increasing customer satisfaction. ChatBot also harnesses the power of AI to conduct human-like conversations that feel natural and engaging.
Inbound calling
Enterprise level + plus seats can now make calls to and from prospects, customers, and leads via their own call portal in the US, UK, and Canada. Seats can receive calls directly on their desktops and indicate their availability.
Service teams can generate new HubSpot-hosted phone numbers, assign them to company representatives, and forward calls. Calls are recorded and transcribed, and team members can designate “Tracked Terms” in call transcripts to better serve customers.
For example, if you set the word ‘frustrated,’ HubSpot will pull out all the sections of the text that mention the word frustrating to more readily understand the context of the interaction and serve the customer better along all teams: marketing, sales, and customer service. Teams can spend less time chasing disparate notes to serve their clients and customers.
All New Help Desk [beta]
HubSpot’s updated Help Desk feature provides a comprehensive and user-friendly platform to deliver exceptional customer support. It seamlessly integrates the benefits of ticket and conversation inboxes, ensuring your support teams quickly and efficiently manage customer issues.
With customizable views, advanced SLAs (service level agreements), and enhanced reporting and workflows, the updated help desk feature empowers your support representatives to streamline their work processes and improve the quality of their interactions with customers. Featuring a centralized platform, these updated features allow your teams to collaborate and coordinate their efforts, ensuring that customers receive accurate and timely responses to their inquiries.
Playbooks for Service
The playbook feature is an essential tool for Pro and Enterprise users who want to create compelling content cards that will be visible in contact, company, deal, and ticket records. Utilizing these cards makes it easier to take uniform notes while communicating with current or potential customers, making it more efficient to streamline communication and improve engagement.
Customer-facing teams can save time by reusing frequently used phrases and hyperlinks as snippets in playbook notes. Provide your teams with the precise enablement content they require at the perfect moment by utilizing advanced playbook recommendations. Playbooks can also suggest using any property in any object, while recommendation rules can be based on properties in the object you are working with or any related object.
Service Hub equips businesses with powerful tools to enhance customer engagement, streamline support workflows, and foster meaningful connections. With cutting-edge AI capabilities, seamless data integration, and a customer-centric philosophy, Service Hub empowers you to elevate your customer service game and propel your business to new heights.
Let’s schedule a call to discuss how we can improve your customer service metrics. Let’s Connect.
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