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What is Service Hub ?

Service Hub is HubSpot’s customer service and support platform, designed to help businesses deliver better, faster, and more personalized customer experiences.

🧭 Overview

Service Hub brings together help desk, customer support, and customer success tools into one connected system — powered by the HubSpot CRM.
It helps teams manage customer inquiries, improve response times, and turn support interactions into growth opportunities.

🔧 Key Features

1. Tickets & Help Desk

  • Organize and track customer issues in one shared inbox.

  • Automate ticket routing, status updates, and escalation.

  • View complete customer context (past interactions, deals, and activities) from the CRM.

2. Shared Inbox

  • A universal inbox for customer-facing teams (support, success, etc.).

  • Integrates channels like email, live chat, and Facebook Messenger.

  • Supports collision detection and internal comments for collaboration.

3. Knowledge Base

  • Create and publish help articles, FAQs, and guides.

  • Reduces ticket volume by enabling self-service support.

  • Provides analytics on article views and deflection rates.

4. Customer Feedback Tools

  • Run NPS, CSAT, and CES surveys.

  • Collect feedback directly from customers at key journey points.

  • Analyze sentiment and track improvements over time.

5. Live Chat & Bots

  • Engage visitors on your website in real-time.

  • Use chatbots to qualify inquiries, route tickets, or provide instant answers.

  • Connects seamlessly with ticketing and CRM records.

6. Reporting & Dashboards

  • Monitor metrics like time to close, response rates, and customer satisfaction.

  • Customizable reports and dashboards for team performance and service quality.

7. Customer Portal

  • A self-service area where customers can view ticket statuses and interact with support.

💡 Benefits

  • Centralizes all customer interactions in one place.

  • Improves visibility and collaboration across teams.

  • Reduces manual work through automation.

  • Enhances customer satisfaction and retention.

🔗 Part of the HubSpot CRM Platform

Service Hub integrates natively with Marketing Hub, Sales Hub, CMS Hub, and Operations Hub, creating a single source of truth across all customer touchpoints.

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