Service Hub: Bridging the gap between customer service and customer success with 40+ features

Resources Releases and Updates
1

https://www.youtube.com/watch?v=n36E3aTu_6c

Hey community,

You may have seen that we recently launched the new Service Hub, bridging the gap between customer success and customer service teams by bringing them together under one hub. Service Hub offers a wide range of new features designed with you and your business in mind. From features that help reps work smarter on more complex issues that need more attention to tools to tools built to scale with your team and business. Let’s take a look at a few of them below:

  • Help Desk Workspace: Manager chat, email, form, calling, WhatsApp and Facebook Messenger channels in one place allowing for streamlined communications.
  • Skill-based routing: Improve customer satisfaction by bringing the right agent at the right time. Empower agents to specialize in a skillset and progress in their careers by answering a customer’s question based on their knowledge and interests.
  • Customer Success Workspace: Empower account managers and customer success managers to manage their book of business and prioritize customer outreach based on insights from the smart CRM.
  • Customer Health Score: Drive customer retention, product usage and identify churn risk by using insights from the customer health score.

Are you interested in learning more about the 40+ features released in the last year? Check out this handy overview of Service Hub features on our Spotlight page with accompanying knowledge base articles on how to get started with them.

Are you interested in learning more about Service Hub?

  • Check out this blog post on how Service Hub is reinventing customer service.
  • Read fellow community member’s questions about tools and best practices, and replies from experts in the Service Hub AMA held from April 29 to May 3.
  • Take the Service Hub Software Certification course with HubSpot Academy.

Have you tried out any of the new Service Hub features yet? We would love to hear about your use cases in the thread below.

2

Hi Kristen! Super helpful info above, thanks! I’m wondering if you could help clarify a couple questions I have around the Reporting feature (Summary tab) in the Customer Success Workspace:

1) As of now, it appears only single-object reports can be added to the Reporting section. Do you know if there are plans to eventually expand beyond single-object reports?

2) Would love the option to be able to customize the reports for each individual account manager as opposed to having a standard set apply across all account managers’ workspaces. Is this something that the team would consider adding?

Last question - the Prospecting workspace doesn’t include a Reporting section. Do you know if there are plans to incorporate that eventually?

3

Hi @MVila4,

You’re very welcome! I’m glad to hear this article has been helpful :slightly_smiling_face: Thank you for sharing your feedback as well. These are great questions!
About your roadmap questions, I will reach out to an internal team for further info on this! Keep an eye on this thread for further info soon.
P.S. I wanted to share this Service Hub AMA recently hosted on the Community. Our product and product marketing team members answered questions about our roadmap and best practices. I hope this resource helps :slightly_smiling_face:
Best,

Kristen

4

Hi @MVila4,

Thanks for your patience while I reviewed your questions with the internal team :slightly_smiling_face:
Here are their answers as follows:
1) This a planned feature; no timeline so far.
2) The team is considering adding this in the future, but it’s currently not on the roadmap.

3) Coming soon - enhanced reporting capabilities. You can read more about the roadmap for the prospecting tool in this Lead Management AMA held recently in the community.
If you haven’t done so yet, I’d encourage you to submit these feature requests to the Ideas Forum so other community members can show their support by upvoting them. You can also share this feedback with your HubSpot representative so they’re aware of the features you’re looking for and can advocate for you. :slightly_smiling_face:
Hope this helps!
Best,

Kristen

5

Thank you for getting back to me, Kristen! This is great info that I’ve taken to the team. Appreciate you taking the time to provide this clarity. Hope you’re having a great week!

6

We need updates to the customer portal, large companies are feeling that they cannot filter their open tickest sufficiently from all the tickets (when they have multiple open tickets open at the same time).
When can we wait updates for the customer portal?