HubSpot Service Hub - Overview
01
Help Desk Ticketing and Automation
Service Hub delivers a robust help desk with ticket creation, routing, and SLA-based automation. Support requests from email, chat, or social media are organized into pipelines with customizable workflows, helping teams prioritize and resolve issues more efficiently.
02
Omnichannel Messaging
Customers can reach support across multiple channels, email, chat, social media, and voice, all routed into a unified inbox. This allows seamless context preservation and faster service response across touchpoints.
03
Knowledge Base and Self-Service
Teams can build searchable, branded knowledge bases filled with articles, FAQs, and how-to guides. Integrated access permissions ensure relevant resources are shared with customers or internal teams, reducing support volume.
04
Customer Feedback Surveys
Service Hub supports NPS, CSAT, and customized feedback surveys. These are automatically distributed post-resolution or at scheduled touchpoints. Aggregated feedback provides insights to improve processes and customer experience.
05
Service Analytics and Dashboards
Built-in analytics track ticket volume, response times, CSAT trends, and agent performance. Custom dashboards give managers visibility into support metrics, enabling data-driven decision-making and optimization.
06
Customer Portal and SLAs
Service Hub offers branded customer portals where users can submit tickets and track their status. SLA management tools automate routing and alert teams if support thresholds are not met, improving response consistency.
Customer Support Teams
Equip support reps with tools to streamline ticket handling, leverage knowledge resources, and reduce resolution times, all in one interface.
Growing Businesses Scaling Service
Automated ticket routing, unified channels, and knowledge support enable scalable, cost-effective customer support as volumes increase.
CRM-Integrated Organizations
Teams wanting full visibility across marketing, sales, and service interactions benefit from data continuity and unified customer history.
Product Teams
Leverage feedback loops from user surveys to prioritize feature enhancements and reduce churn through insights and proactive outreach.
Managers and Supervisors
Access actionable analytics, team metrics, and SLAs in one dashboard to drive improvements and training.
Marketing and Operations Teams
Use service insights and self-service traffic trends to refine content strategy and reduce manual support effort.
Enterprises with Multi-Channel Support
Manage customer inquiries from multiple regions and platforms under one roof, with automation and brand consistency.
SaaS and Tech Companies
Automate ticketing, self-service onboarding content, and proactive support with Service Hub’s unified workflows.
E-commerce and Retail
Handle order issues, returns, and customer inquiries across email, chat, and voice using automation and feedback loops.
Financial Services
Deliver fast, compliant support with ticket tracking, mobile chat, self-service guides, and documented responses.
Healthcare and Nonprofits
Share documentation, training materials, and support options seamlessly, elevating customer or constituent support.
Professional Services
Manage case escalations, client portals, and feedback systems efficiently, improving client satisfaction and retention.
Media and Publishing
Use knowledge base systems to deflect repetitive requests, freeing support to focus on high-impact issues.
Education and Training Providers
Offer 24/7 student support via FAQs, query tracking, and triaged routing across channels.
01
Breeze Customer Agent
This AI-powered bot operates across email, chat, social, and voice, delivering instant support around the clock. It uses your approved knowledge base to respond accurately, citing sources to boost customer confidence. Top-performing teams report over 50% of inquiries handled automatically, achieving 39% faster ticket resolution and a 10% higher close rate, all without extra headcount.
02
Breeze Knowledge Base Agent
This smart assistant identifies gaps in your documentation by analyzing support interactions and suggesting new articles. It can even help turn ticket responses into knowledge base entries, keeping your self-service resources continuously updated and relevant.
03
AI-Driven Workflow Automation and Suggestions
Leveraging the Breeze AI engine, Service Hub can auto-generate enrollment triggers and workflow actions. For example, you can prompt the system to “generate a task if ticket priority changes,” and Breeze will craft it, streamlining repetitive setup and optimizing team processes.
04
Conversation Intelligence and Sentiment Analysis
AI analyzes the tone, sentiment, and keywords in inbound messages and calls, alerting teams to urgent or frustrated customers. This enables smarter routing and faster escalation, helping support reps resolve high-impact issues more effectively and maintain satisfaction.