[Closed] AMA - Ask Us Anything About Service Hub | April 29 - May 3, 2024

[ajacks228]

Hi HubSpot Community,

My name is Anissa and I am a Product Marketing Manager here at HubSpot!  I am here to help answer your questions about Service Hub. We’ll leave the tech questions to the HubSpot experts, but you can ask me and fellow PMs anything about Service Hub’s new help desk functionality, customer success workspace, and our Service Hub revolution.  

With this highly effective channel filled with so many possibilities at your fingertips, I’m sure you have questions about best practices, how to capture the customers’ attention, drive demand, and increase engagement.

Our AMA will be open for questions from Monday, April 29th to Friday, May 3rd. All questions will be answered by Friday, May 3rd. Drop your questions regarding the all-new Service Hub in this thread and we'll answer them!

Unsure what to ask? Here are a few sample questions:

1. What are the benefits of using HubSpot’s Service Hub?
2. Will there be any changes to my current Service Hub experience?
3. How is this different from what exists in Service Hub today?
4. What communication channels connect to the Help Desk?

We look forward to chatting with you in the thread and hearing all of your questions! 

[Jnix284]

Hi @ajacks228 thanks for the AMA!

Are there any plans to allow for better chatbot routing options between the Sales Inbox and Helpdesk in Service Hub?

Before the split, it was possible to route a single chatflow to sales or service, now they can only be routed to one or the other.

[rsail]

Hi @Jnix284 ! Thanks for sharing this feedback! This is definitely on our team's radar, although I can't provide a specific timeline at this point.

[Jnix284]

Awesome, thank you @rsail! i'm happy to hear it's on the radar 🙌

[WCAISAGUANO]

Cuales son los beneficios de usar services hub de hubspot? 

(Moderator translation: What are the benefits of using HubSpot’s Service Hub?)

[DianaGomez]

Hola @WCAISAGUANO! Excelente pregunta 😀

Service Hub es una herramienta que facilita a los equipos de experiencia de cliente a brindar un mejor soporte y retener a más clientes, todo desde un mismo lugar. Esto es grandioso ya que por primera vez en nuestra industria, los equipos de soporte y éxito del cliente pueden trabajar juntos en un mismo CRM. 😊 La inteligencia artificial integrada en cada interacción de Service Hub te ayudará a cerrar los tickets de forma más rápida y eficiente, ahorrándote tiempo y mejorando la retención de clientes. Y al ser parte del Smart CRM de HubSpot, tendrás una visión completa de 360 grados de todos tus clientes.

Saludos,

Diana

[danmoyle]

@ajacks228 thanks for hosting this AMA! 

How will Help Desk evolve beyond Inbox? With inbox we can switch between email and chat, and we can see contact records and tickets. What makes Help Desk better? 

Thanks! 

[rsail]

Hi @danmoyle ! Great question. 

For starters, everything in help desk is a ticket, regardless of channel (including chats!), which really streamlines the overall experience. In inbox, some things were conversations, and some were conversations + tickets—this made it more difficult to set up things like workflows and reports. The majority of our customers also struggled with keeping things like owner and status "in sync" across the conversations and tickets objects, so the new, ticket-centric model of help desk is much easier to manage. 

Help desk also contains a bunch of functionality that you can't find in inbox. There's a list-style view of tickets (similar to object index pages), which allows you to get a better at-a-glance view of many tickets, something we know our customers struggled to do in inbox. Custom views, sorting, and filtering across tickets is more advanced. Help desk also contains exclusive new functionality like more advanced SLAs (i.e. set SLA based on ticket team, pipeline, priority, etc) and skill-based routing!

[andrew123]

Hi Anissa,

Will you be making it possible to see a ticket's "Team Activities" (meetings, notes, and tasks) in Help Desk?

We love the "all in one place" idea that you've pitched, but until we can see those in Help Desk, we'll have to keep opening the ticket record in most cases.

[rsail]

Hi @andrew123 ! Yes, we are actively working on this! If you're open to it, we'd love to chat with you to understand your team's needs a little better since we're currently looking to improve this part of the experience by consolidating some remaining functionality that's only available on the ticket record page but not yet in help desk. Feel free to send an email to helpdeskfeedback@hubpsot.com and we can connect from there! 

[gblasko]

When will private notes be added to the new Help Desk interface?

[rsail]

Hi @gblasko ! Our team is currently exploring improvements to the collaboration experience in help desk, including streamlining the relationship between comments and notes. While I can't provide more details or a timeline at the moment, it is one of our top priorities.

[RSchweighart]

Hi @gblasko, are you talking about the comments capabilites to make internal notes and to @ mention teammates? I see it located here:

Let me/us know if this is not what you're referring to with private notes.

Best,

Ryan Schweighart

Whole Hart Impact, LLC

whimpact.co

I help businesses with HubSpot and Zapier. 

[LizPelletier]

Hello HubSpot Team!

We're investigating Service Hub for our organization and wanted any insights or best practices on ensuring we tie in Service Hub without disrupting our amazing work building out Marketing and Sales.  We're cautious to not accidentally break anything built out, stay in our lanes, but build out the connective tissue between data sets to provide the best customer insight- any thoughts?

[rsail]

Hi Liz!

That makes a ton of sense. Off the top of my head, I can't think of any major "gotchyas" or things to be aware of when building out Service Hub to avoid impacting Marketing and Sales. Help desk works on it's own object (tickets) so you can easily create processes around it that are different than what you've built for sales via the deals object. If your sales team is already using help desk as a tool for responding to general inquiries and leads, they can continue doing so while your support team works out of help desk to manage tickets. 

Very curious to hear from others' experiences though! 

[kvlschaefer]

Hey @ajacks228 and team! 

Thank you for hosting this AMA! My questions are: How can customer success teams benefit from the newly released Service Hub features? How does Service Hub break account management and customer support team silos? 

I would also like to invite our top community contributors to this AMA - @Jnix284, @danmoyle, @trevordjones, @Jigar_Thakker, @mangelet, @RSchweighart, @Josh, @Mike_Eastwood - Hey everyone! The HubSpot team is hosting an AMA on the newly relaunched Service Hub this week in case you or your customers have any questions 🙂 

Have a great day!

Kristen

[ajacks228]

Hi @kvlschaefer, great questions!

The Customer Success Workspace is purpose-built for CS teams. They can log in and know exactly how to plan their day and prioritize their top accounts. The key value of having the CS Workspace in the same platform as the Help Desk (where Customer Support teams work) is that they are sharing the same data and can take advantage of automation. The silos are broken because they aren't sending information from one platform to another - instead they have a a 360 degree view of the entire customer experience. CSMs know immediately if support tickets are open and Support reps can see open deals, activity history, etc.

[AliceTaylor]

Greetings! 

Thanks for this AMA and the opportunity to ask questions 🙂 

I'm a sole business owner and brand new to HubSpot.  

I'm interested in learning about the benefits of using Service Hub for my bakery. I currently use my business email and social media as the primary channels to communicate with my customers. It can be challenging to keep track of communications and orders!  

How could Service Hub help me manage these communications and streamline my order process?  

Thanks! 

[RSchweighart]

Hi @AliceTaylor,

That's exciting about the new opportunities you have to grow your business with HubSpot. For Service Hub specifically, you'll want to check out their new Help Desk workspace. There you can connect channels such as an email, live chat, a HubSpot form, Facebook Messenger, Whats App, and some calling capabilities. Just google HubSpot Help Desk to see some of the exciting capabilities. Connecting these channels will allow you to receive/send communications and create tickets to ultimately give people what they really want -- cake!

Staying on Service Hub, you could build out a Knowledge Base of FAQs to answer common questions customers may have. This could be incorporated on your website or into a chat bot to allow people to self-serve themselves before being connected with a live person such as yourself.

Deviating from Service Hub, don't be afraid to check out all of the commerce capabilities within HubSpot to streamline your payment collections such as quotes, invoices, subscriptions, and products. Further, HubSpot makes it easy to host your website, create content, and market your bakery. The backbone of HubSpot is its CRM, specifically it's deals pipeline(s) for new/existing business. Then, workflows can help you tie everything together so things just 'magically happen.'

I'm happy to chat if you have any questions whatsoever.

Best,

Ryan Schweighart

Whole Hart Impact, LLC

whimpact.co

I help businesses with HubSpot and Zapier.