topic Re: Ask Us Anything! HubSpot Customer Success Leaders Answer Your Service Hub Questions in Ask Me Anything and Panel Discussions

Ask Us Anything! HubSpot Customer Success Leaders Answer Your Questions

roisinkirby — Wed, 09 May 2018 14:34:13 GMT

We know how important your customers are to your business, so, to celebrate Customer Appreciation Week leaders from HubSpot's own Customer Success Team will be answering your questions next week on how to enage, guide and grow better customers. Some topics of interest include:

How to provide exceptional customer service
Why creating a great customer experience matters
Key customer satisfaction metrics to track your customers' loyalty
How to scale your customer success teams as your business grows

This AMA will start on Wednesday, May 9th at 7:00 AM EST. David, Emily, Colleen and Eva will be answering questions between 7am - 5pm EST. Feel free to start adding questions now, and the team willl begin answering them on Wednesday.

David Hunt (@davidjosephhunt) Emily Haahr (@ehaahr)
Director, Global Frontline Support VP, Global Support & Freemium Services

Colleen O'Sullivan (@ColleenOSul) Eva Klein (@evaklein)
Director, EMEA Customer Success VP, Customer Success

Re: Ask Us Anything! HubSpot Customer Success Leaders Answer Your Service Hub Questions

roisinkirby — Fri, 04 May 2018 12:46:52 GMT

This AMA will start on Wednesday, May 9th at 7:00 AM EST.

Re: Ask Us Anything! HubSpot Customer Success Leaders Answer Your Service Hub Questions

danielberry — Mon, 07 May 2018 12:28:40 GMT

I've heard rumors about adding more company-centric features to HubSpot, such as the ability to create lists of companies. Is there any truth to this and what can you tell us about it?

Re: Ask Us Anything! HubSpot Customer Success Leaders Answer Your Service Hub Questions

Josh — Mon, 07 May 2018 12:56:00 GMT

I love the fact that surveys are incorporated directly into the system. With the customer experience survey aspect still coming soon, I have a couple of questions on that.

Do you expect this feature to have recipes similar to the workflow function?
Can the customer experience surveys be integrated with a workflow?
Do you expect to have more reporting built in on these similar to third party survey platforms?

Thanks!

Re: Ask Us Anything! HubSpot Customer Success Leaders Answer Your Service Hub Questions

bradmin — Mon, 07 May 2018 13:55:14 GMT

Which currently-supported integrations will be available for Service Hub once it's live?

Re: Ask Us Anything! HubSpot Customer Success Leaders Answer Your Service Hub Questions

DAnaGuiloff — Mon, 07 May 2018 14:00:19 GMT

What is the feature you are each most excited about in the new service hub to help agencies guide their clients in creating a customer-centric experience?

How will Conversations solve for users that are in various portals on a daily basis (like Agencies with a single email address or Agency consultants with varying email addresses)?

For example, email logging with gmail can only be connected to a single portal for a single email, where I am in at least 5 or 6 different portals a day sometimes with my own agency partner email, othertimes with my agency alias email (from the partner agency I work with).

Re: Ask Us Anything! HubSpot Customer Success Leaders Answer Your Service Hub Questions

mstarnes — Mon, 07 May 2018 19:56:48 GMT

How to provide exceptional customer service using the flywheel approach to customer delight?

Re: Ask Us Anything! HubSpot Customer Success Leaders Answer Your Service Hub Questions

Phil_Vallender — Mon, 07 May 2018 20:05:13 GMT

Knowledge.hubspot.com is an incredible resource, containing an answer for practically any question I ever have about HubSpot - even regarding relatively new releases.

How does HubSpot go about creating and managing the knowledge base? How are articles selected, who writes them, are there processes governing the preparation and publication of content related to new product launches.

Re: Ask Us Anything! HubSpot Customer Success Leaders Answer Your Service Hub Questions

MajaFM — Mon, 07 May 2018 20:06:53 GMT

How to upsell customers on additional products/services? What is worth upselling and what should just be overdelivering?

Re: Ask Us Anything! HubSpot Customer Success Leaders Answer Your Service Hub Questions

bridgey_d — Tue, 08 May 2018 10:28:43 GMT

What do you think is the best way to 'delight' customers authentically, and without annoying them?

Re: Ask Us Anything! HubSpot Customer Success Leaders Answer Your Service Hub Questions

kcooper — Mon, 07 May 2018 20:22:41 GMT

Thoughts on drawing a line between free and paid product training?

Training is essential to a good end-user experience, and HubSpot clearly puts a lot of TLC into its very extensive and mature training/help/community/academy/etc....how did you come to that decision?

Re: Ask Us Anything! HubSpot Customer Success Leaders Answer Your Service Hub Questions

mherschberger — Mon, 07 May 2018 21:32:14 GMT

Do you see HubSpot reconsidering how it charges for its product(s) now that it's expanding into multiple areas of a business with multiple contact segments/databases? Having all of your contacts centralized in one database from marketing to sales to customer service is great as a small to medium-sized business, but is HubSpot making it affordable to be spending multiple thousands of dollars a month to house all of them? Will you be considering a new pricing model for people using the full stack or multiple elements of it?

Re: Ask Us Anything! HubSpot Customer Success Leaders Answer Your Service Hub Questions

LauraMauersberg — Tue, 08 May 2018 07:56:07 GMT

Where do you see hubspot in 3 years? What features will it have?

Re: Ask Us Anything! HubSpot Customer Success Leaders Answer Your Service Hub Questions

Stewartbennett — Tue, 08 May 2018 08:41:15 GMT

For an agency, what tips and tricks would you recommend to ensure we find a happy medium between going above and beyond for our clients but not over-servicing them at the same time?

Re: Ask Us Anything! HubSpot Customer Success Leaders Answer Your Service Hub Questions

eden09 — Tue, 08 May 2018 15:27:34 GMT

We have been with HubSpot since 2016, but have used Constant Contact for event registration because it has an "Add Event to Calendar" feature. Is there any discussion of HubSpot natively integrating this feature in the future?

I know you can currently create events in multiple platforms and add them, but we don't use every platform our customers do and like the natively integrated option.

Re: Ask Us Anything! HubSpot Customer Success Leaders Answer Your Service Hub Questions

g2anna — Tue, 08 May 2018 16:33:42 GMT

How will the HubSpot Service Hub integrate with Salesforce CRM?

Re: Ask Us Anything! HubSpot Customer Success Leaders Answer Your Service Hub Questions

ColleenOSul — Wed, 09 May 2018 12:24:09 GMT

Hey @mstarnes

Companies that use a flywheel approach are in the best position to delight their customers. They can target customers or customer segments that will help them to grow. Being more specialised and segmenting customer groups allows you to get to know those specific customer needs and address them. A mulitnational doesn't have the same needs as a two person startup, being able to understand and service both customer needs appropriately is setting your company up to provide exceptional customer success.

Re: Ask Us Anything! HubSpot Customer Success Leaders Answer Your Service Hub Questions

ColleenOSul — Wed, 09 May 2018 12:26:01 GMT

Hey @MajaFM

Choosing the right stage in a customers lifecycle to position an upsell is critical to making sure you are giving your customer what they want, when they want it. You might determine, based off your business, that after three months or at a renewal your customers might need additional products or services. You have to spend time understand what the customer journey looks like and what the trends are with upsold customers. Make sure the upsell is a value add based conversation. The additional resources you are selling should be sold when it can better help your customer grow. Choose a consultative sales approach and consider who should manage the sales process; customer success vs. sales.

Re: Ask Us Anything! HubSpot Customer Success Leaders Answer Your Service Hub Questions

ColleenOSul — Wed, 09 May 2018 12:53:03 GMT

Hey @bridgey_d

Listen to your customers and act on their feedback. Pick up the phone and figure out what the needs of your customers are and commit to giving them what they are looking for. Some customer may need more than others, determine what those segments are and service accordingly to their needs. Feedback is the breakfast of champs and the more you get from your customers the better you will be able to delight without annoying 🙂

Re: Ask Us Anything! HubSpot Customer Success Leaders Answer Your Service Hub Questions

roisinkirby — Wed, 09 May 2018 12:19:24 GMT

Hey @eden09 - thanks for your question!

David, Emily, Eva and Colleen represent our Customer Success team, so this discussion thread isn't the best place to find the answers / information you are looking for. I'd reccommend voting/commenting on this feature request: "Add to Calendar" function

@Tom are you able to comment further for @eden09's on that particular idea? Thanks!