Customer service is often the most overlooked team in your organization. Despite the fact that they have all the insight, have the most contact with customers and usually know exactly what is not working in the delivery.
Bad tools don't really help.
That's why we like HubSpot Service Hub. Not because it's pretty (although it is), but because it makes customer service a strategic part of the company - and not just a stressful fire brigade call-out. At the same time, it also gives salespeople a clear overview of customer support cases, allowing them to be more proactive in the dialog and avoid misunderstandings. When everyone sees the same picture, it's easier to deliver value.
Service Hub is the support arm of HubSpot. You get:
A ticketing system that is linked to your CRM data
A knowledge bank so customers can help themselves
An inbox where chat, email and conversations end up in the same place (Helpdesk)
Ability to measure NPS, CSAT and response times - and actually do something about them
Automating everything that can be done without a human - this is where tools like Customer Agent really come into their own. Automating common queries and repetitive tickets frees up time for the customer service team to focus on more complex, value-adding dialogs. At the same time, customers get faster responses, around the clock.
All neatly packaged in an easy-to-use platform.
Most support teams are drowning in manual tasks and lack visibility. As a result:
Customer cases get stuck
Insights are not passed on
Follow-up fails to happen
With Service Hub, it's the other way around:
The customer journey is connected
Teams work with the same information
Support gets tools to do their job - and show up in the numbers
It is particularly suitable if you:
✅ Have a support function
✅ Want to get a better handle on customer feedback and experience
✅ Want to reduce repetitive tickets
✅ Want to work more proactively on retention and customer satisfaction
Yes, it is. When customer service has the right tools, they can:
Save more business
Increase loyalty
Identify structural problems early
This isn't just 'support' - it's the foundation of a better business.