Mastering Customer Service in Manufacturing: Unlock the Power of the Updated Service Hub

Get ahead with the updated Service Hub. In this HubSpot user group, we’ll dive into the revamped Service Hub, focusing on how manufacturers can leverage AI support, product usage data, and especially the CSM workspace to optimize customer service. Learn best practices specific to the manufacturing industry to enhance your service operations and drive customer satisfaction.

1. How to Nail Customer Success
with the Reinvention of
HubSpot Service Hub


NORDIC MANUFACTURING HUBSPOT USER GROUP

2. As a member of the Nordics MANU 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 MANU HUG is a community-led,
non-commercial initiative adhering to the
official HubSpot User Group principles.


Nordic Manufacturing HubSpot User Group

3. Lars Ørhøj Lauridsen

●Senior Advisor at Helion B2B

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

●HubSpot Certified Trainer

●HUG Leader




Hi everyone ??????

4. GrowRetainActivateOnboardDelight:
ResolveTriageDeflect
Customer Service Managers → Retain & grow customers
Services → Specialised Requests
Support Representatives → Resolve issues
The “Service Landscape” of HubSpot Service Hub

5. of company revenue comes
from existing customers72%
comes from new customers28%
Source: HubSpot 2024 Sales Trends Report

6. Service Hub Product Roadmap
Note from HubSpot: 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.

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

8. 1.Onboarding
2.Activation
3.Retention

9. Onboarding

Setting up your users up for Success

10. Onboarding through Tickets

Manage your onboarding process, through fundamental
Service Hub 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.

11. Adoption and
Activation

Ensuring your tools and the users needs align.

12. Adoption - Measuring Activation
Capture Product Usage data using the Custom
Events API or traditional systems-integrations.

Use-Case:

❖ Customer Service Manager uses product
usage or installation insights to drive value
during calls

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


Current Status: live
Product Usage Data
Ent

13. Adoption - Triage and Resolve

Help Desk Workspace
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

14. Adoption - Deflect

Customer Agent (“AI Chatbot”)
Current Status: Public Beta
Customer 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

15. Adoption - Triage and Resolve

AI reply recommendations
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

16. Adoption - Resolve

AI Conversation Summaries
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

17. Retention

Keeping your customers engaged!

18. Retention


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
Customer Success Workspace
Pro Ent

19. Latest news from Inbound 2024 related to Service
Breeze Copilot works with you
A virtual assistant that works with you everywhere you go in
HubSpot.

Breeze Agents work for you.
Designed to automate manual tasks and work for you, so you can
focus on more strategic work.

Al across Hubs & Smart CRM that improve your work.
Improves your work by making it more productive and helping to
streamline processes.

20. Customer Agent in Service Hub


Instant Setup
Train in minutes using your knowledge base, website,
and blog content.

Natural, trustworthy customer service
●Experience conversations that feel natural and personal.
●Customize to match your brand.
●Only uses your approved content, eliminating made-up
information.
●Cites sources, boosting customer confidence.

Seamless handoffs
●Handles routine queries, routing complex issues to your team.
●Stay in control while maximizing efficiency.

Data-driven insights
Track resolution rates, human handoffs, and customer
sentiment.

Packaging: Service Hub Pro+
Global Availability: Globally avail, but supports English only with plans to add HubSpot supported languages in the future

21. Final Advice
●Sign up for HubSpot BETAs
●Know your process deeply – then build it in HubSpot.

22. Q+A

23. Thank you!