OMNI CHANNEL SUPPORT TOOLS
LIVE CHAT & CHATBOTS
Engage with your website visitors in real time through live chat. Plus, use conversational chatbots to answer commonly asked questions or route inquiries to a live person for help.
TEAM EMAIL
Use your team-wide email to automatically turn incoming inquiries into tickets, route conversations to your team, and keep your queue moving forward.
MEETING SCHEDULING
Use HubSpot Meetings to simplify meeting scheduling with your prospects, leads, and customers.
CALLING
Some issues are easier to resolve over the phone. Use HubSpot’s Calling tool to eliminate the frustrating back-and-forth experience for your customers’ more complex problems.
1:1 VIDEO CREATION & HOSTING
Record and send 1:1 video screen shares to specific tickets in order to provide clear, rewatchable answers to questions.
MESSENGER INTEGRATION
Manage your Facebook messenger conversations from within the HubSpot platform to keep all of your service interactions in a single place.
SERVICE AUTOMATION
TICKET STATUS & ACTIONS
Virtually eliminate human error from your customer service processes by automatically updating tickets, escalating tickets, sending follow up emails, and assigning tasks.
EMAIL SCHEDULING
Schedule one-to-one emails from right within your email inbox to send at a later date.
TICKET ESCALATION
Automatically score and escalate tickets to ensure the most pressing problems are resolved first.
TASK AUTOMATION
Don’t rely on memory to follow up on tickets. Task automation tools will assign tasks to reps and send reminder notifications to ensure nothing falls through the cracks.
EMAIL SEQUENCES
Eliminate the need for writing and rewriting redundant emails with automated sequences.
STANDARD CONTACT SCORING
Prioritize your contacts based on a variety of factors in order to streamline your customer service applications.
CUSTOMER SUPPORT REPORTS
TICKETS CLOSED
Monitor the overall number of tickets closed or segment tickets closed by channel, original source, individual service rep, and more.
REP PRODUCTIVITY
Track rep productivity with insights into individual rep performance including calls, emails, conversations, tickets closed, and other key metrics.
SURVEY & NPS
Collect feedback from your customers so you can identify opportunities for improvement that will allow you to keep your customers happier and longer.
CUSTOMIZED DASHBOARDS
Identify the metrics that are most important to your business and view them at a glance with customized reports and dashboards.
SERVICE HUB
SET UP & IMPLEMENTATION
Users
- Teams
- Hierarchical teams
- Single sign-on
- User roles
TICKETING
- Import tickets
- Multiple ticket pipelines
- Ticket status
- Ticket routing
- Task automation
Conversations
- Live Chat
- Conversations Inbox
- Conversational bots
- Team email
- Canned snippets
- Conversation routing
- Email templates
- Email tracking & notifications
- Email sequences
- Sequence queues
- Email scheduling
Tools
- Documents
- Meeting scheduling
- Calling
- Knowledgebase
- 1:1 video creation & hosting
- Customer service automation
- Multiple currencies
- Playbooks
Integrations
- Messenger integration
- Salesforce integration
- Slack integration
- Events API
Reports
- Tickets closed reports
- Rep productivity reports
- Time-to-close reports
- Reporting dashboards
- Insights dashboard
- Custom reporting
- Standard contact scoring
- Calculated properties
- Record customization
- Goals
Surveys
- NPS surveys
- Customer experience surveys
- Customer support surveys
- Customer feedback
