How to nail customer success with the reinvention of HubSpot serviceHub

We are so excited to dive into the reinvention of ServiceHub together with John Currivan, GTM Enablement facilitator from HubSpot and former Customer Success Specialist! John knows ALL the advantages of ServiceHub and will share with us how to utilize the features to provide the best customer experience.



We often encounter companies that simply ‘forget’ to build a customer retention strategy in their quest for new customers, and that’s a shame. Think about how much revenue lies in upsell, cross-sell, and renewals of your existing customers.



Do you know exactly when your customers’ contracts need renewal? Do you have an onboarding or activation strategy to keep your customers on your platform?



In this user group, we want to emphasize the importance of customer success and show you how to utilize the ServiceHub features to retain and delight your customers! Together with John, we will highlight the 3 most important elements to succeed with a customer success strategy:

- Onboarding
- Activation
- Retention

Get inspired on how to level up your Customer Success and receive expert insights from an experienced HubSpotter

1. How to Nail Customer Success
with the Reinvention of
HubSpot ServiceHub
NORDIC SAAS HUBSPOT USER GROUP

2. As a member of the Nordics SaaS HUG you will:

●Learn from proven cases of inbound-driven
success

●Get to share the HubSpot practices that
support your growth journey

●Meet fellow 'Inbounders' who share
industry-specific challenges and aspirations

●The Nordics SaaS HUG is a community-led,
non-commercial initiative adhering to the
official HubSpot User Group principles.


Nordic SaaS HubSpot User Group

3. Lotte Nedergaard Lauridsen

●Co-Founder & Commercial Lead at Helion B2B

●8+ years of experience with HubSpot and
Inbound Strategy for B2B companies

●HUG Leader




Hi everyone ??????

4. John Currivan

●Senior Facilitator GTM Enablement at HubSpot

●2+ years of experience as HubSpot Customer
Support Specialist




Hi everyone ??????

5. Nailing Customer Success with the
Reinvention of ServiceHub

6. GrowRetainActivateOnboardDelight:
ResolveTriageDeflect
SERVICE HUB
CSMs → Retain & grow customers
Services → Specialised Requests
Support Reps → Resolve issues

7. of company revenue comes
from existing customers
comes from new customers
Source: HubSpot 2024 Sales Trends Report
72%
28
%

8. AI Knowledge Base
Recommendations
Use AI to surface knowledge base
and playbook recommendations
based on ticket context.

User Skills for Call Routing
Triage calls through custom user skills
and availability settings.

More AI Bot Channels & Data
Sources
Help customers self-serve when and
where they choose, with support for
voicebots, more messaging channels,
content sources, and languages.

Custom Macros
Utilize macros so your support reps
can quickly complete repetitive tasks
Workforce Management
Settings & APIs
Manage user availability, working
hours, out-of-office, and skills to
improve routing at scale.

Custom Integrations in Help
Desk
Improved integrations for Jira, Slack,
MS Teams, and custom apps.

Mobile Chat SDK
Deliver live chat natively on your iOS
or Android mobile app.
Interactive Voice Response +
Simultaneous Ring
Manage high call volume with IVR
trees, simultaneous ring for large
teams, holds, and transfers.

AI Reply Recommendations &
“Next Actions”
Reduce time-to-respond with AI to
generate reply recommendations,
and suggest next actions after a call.

Channel Integrations & APIs
Integrate any text-based messaging
channel and contact centers into help
desk.

Product Roadmap
Improved Call Coaching &
Reporting
Deeper insights for managers on
calling and help desk, and AI-powered
categorization for coaching.

SMS, Instagram, & 3rd Party
channels
Adding SMS & Instagram DMs as
support channels, plus connect 3rd
party channels in the app marketplace.

Help Widget Improvements

Deeper integration between chat
widget and knowledge base to
contextually surface relevant help
articles in-app.

.
Currently In Development Being Planned
Our note regarding forward-looking statements at the beginning of this presentation applies to this slide. Because the features listed on this slide may change at any time, you
should make your purchasing decision based on currently available technology and not in reliance on the information on this slide.

9. Success Tools
Success
Workspace
Product
Usage Data
AI Support
Help Desk
Workspace

10. Onboarding
Setting up your users up for Success!

11. Onboarding through Tickets
Onboarding
Manage your onboarding process , through
fundamental SvHub Tools for Pro-act reactive support
teams.
Pro Ent
Use-Case:

❖ Moving customers through a preset process or
pipelines
❖ Messaging and communication through
Marketing/Transactional emails
❖ Pipeline automation minimizes the manual
labour required for progression.
❖ Reports and Dashboard displays progress and
status of work.

12. Adoption and
Activation
Ensuring your tools and the users needs align.

13. Capture Product Usage data using the Custom
Events API

Use-Case:

❖ CSM uses product usage insights to drive
value during calls

❖ Insights can be used to upsell or cross sell
customers.


Current Status: live
Adoption - Measuring Activation
Product Usage Data
Ent

14. Help Desk Workspace
Adoption - Triage and Resolve
Ticket Management Workspace , purpose-built for
reactive support teams.
Pro
Current Status: Live
Ent
Use-Case:

❖ Support teams get the best of tickets &
conversation inbox in one place
❖ Omni-channel functionality brings in
conversations from 5 channels and more
using API
❖ Improved SLA & Routing ensures tickets get
routed to the right person

15. AI Chatbot
Adoption - Deflect
Current Status: Public Beta
AI Chatbot/Agent that responds to customers, creates
tickets, looks up KB articles, and resolves tickets.
Use-case:

❖ AI chatbot auto-responds to customer query with
relevant information from KB freeing up agent
time

❖ Works with Live Chat

❖ Only Works with English content only right now

❖ Customization to bot name & avatar (in
development)


Starter Pro Ent

16. AI reply recommendations
Adoption - Triage and Resolve

Real-time AI reply recommendations based on
ticket context to speed up time-to-reply

Use-case:

❖ Support reps get reply recommendations in
Help Desk composer based on thread context
and knowledge base articles

❖ Trained on the customers knowledge base


Current Status: Private Beta
EntPro

17. AI Conversation Summaries
Adoption - Resolve

AI summaries to assist with warm transfers and
ticket reassignment.

Use-case:

❖ Conversation summary for help desk users to
get context of long email threads quickly
❖ Support reps can generate a summary and tag
a specialist or sales rep on the thread for
visibility
Current Status: Live
Free

18. Retention
Keeping your customers engaged!

19. Dedicated workspace designed to help CSMs
stay organized and see all the information they
need in on place.


Use-Case:

❖ A CSM uses the CS workspace to manage
their book of business




Current Status: Beta
Retention
Customer Success Workspace
Pro Ent

20. Final Advice
●Sign up for BETAs
●Check in with your Partner and CS Teams!
●Know your process then build it in HubSpot.

21. Q+A

22. Thank You