Scaling Customer Service at B2B Tech Companies: What's New in Service Hub

Revolutionize your customer service strategy with a unified, AI-driven, omnichannel approach using HubSpot Service Hub.

HubSpot's own Adriti Gulati walks through the revamped Service Hub features that help scale support, drive retention and create lasting value for customers.

Learn about the Help Desk updates, the brand new Customer Success workspace and more to improve your B2B tech company's service strategy.

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This is the webinar recording from the September 2024 HubSpot User Group (HUG) for B2B Technology USA.

Watch the video recording at https://youtu.be/pWJg62RryYk

Sign up for future HUG events at https://events.hubspot.com/b2b-technology-usa/

2. About Your Host:
Kiwi Creative
We’re a 3x accredited
HubSpot Platinum Solutions Partner
for growing B2B tech companies
kiwicreative.net

3. About Your Speaker
●Been at HubSpot for over 8 years
●Started in customer success, transitioned to
customer education
●Can talk forever about: customer education, dog
training, pickleball, US open, customer service

Adriti Gulati | Team Lead and Senior Instructional Designer at HubSpot

4. Our vision is to empower a global learning
community through content, experiences,
and credentials, so that we drive adoption,
maximize career potential and scale
HubSpot’s capabilities upmarket.
HubSpot Academy Vision

5. A little housekeeping…
Recording & slides will be shared post-event
RECREC
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6. Today’s Agenda
05 MIN
10 MIN
20 MIN
10 MIN

Welcome and intros
Setting the stage on service
Demo of Service Hub features
Q&A and wrap up

7. Setting the Stage
on Service

8. Past
●Reactive customer service

●One way to contact support

●Tell, and retell your story

9. Past
●Reactive customer service

●One way to contact support

●Tell, and retell your story




Present
●Real time resolutions

●Contextual service

●Self-service options

10. Past Present
●Reactive customer service

●One way to contact support

●Tell, and retell your story




●Real time resolutions

●Contextual service

●Self-service options






This is great for our customers
but…what about us?

11. To win in this landscape,
CX leaders must
…scale personalized service
…across every channel
…while increasing retention

12. With Service Hub, you
can scale support, and
drive retention, so you
increase customer
value.

13. Service Hub is AI-first so
your customers can
self-serve to accomplish
what they need. Also, AI
empowers your reps to solve
complex customer issues
faster.

14. Service Hub also provides an
omnichannel experience,
where your customers
receive fast, exceptional
support where and how they
choose.

15. It’s connected to your
marketing and sales
initiatives, and powered by a
unified CRM so you have
thorough insights, and can
collaborate with
customer-facing teams
easier.

16. Demos

17. Service Hub Tools
Knowledge
Base
Customer Success
Workspace
Help Desk
Customer
Portal
Customer
Feedback Surveys

18. Service Hub Tools
Knowledge
Base
Customer Success
Workspace
Help Desk
Customer
Portal
Customer
Feedback Surveys

19. How does help desk help teams scale support?
1
One workspace with all the tools
support teams need—from real time
capabilities to advanced filtering—to
maximize efficiency.
3
360 intelligence built right into every
interaction helps teams provide
personalized support.
4
Lead large support teams effectively
with improvements to features like
SLAs and routing.
84% experience increased CSAT
2
Omni-channel messaging allows teams
to meet customers where they’re at.

20. How does CS workspace help teams drive retention?
83% experience decreased churn
Manage your book of business for
the first time inside HubSpot to
increase efficiency
1
Track customer health, identify
churn risk, and prioritize outreach to
improve revenue retention
2
Centralize customer information and
create a holistic view of each account
within one system to create a single
source of truth
3
PUBLIC BETA

21. How does the knowledge base help teams reduce time per ticket?
Scale impact through polished,
effective self-service content to
save time for your support teams.
1
Fits seamlessly with the rest of a
HubSpot site, so you can leverage
data stored in the CRM
2
Quick and easy set up for busy support
teams, making small support teams
feel big.
3

22. Where can I go to learn more?
YouTube
CommunityAcademy
Knowledge
Base
Blog
Webinars HUGs

23. Questions?
Check out “Unexpected Ways Marketers Can Use HubSpot Service Hub”