Enhancing SaaS Customer Support with HubSpot Service Hub

We hear businesses talk about retaining customers all the time. They say that it is even more important than finding new ones. And we can’t help but agree. However, this proposition becomes even more important for SaaS companies, which is visible in the increasing adoption of the HubSpot Service Hub in the industry. That’s because the Software-as-a-Service industry operates on the subscription model.  

Hence, SaaS companies must keep their customers happy to get their hands on that recurring revenue. To achieve that, they need to trump their competitors in the battlefield of customer service. However, in a world where more than 50% of customers switch to a company’s competitor as soon as they suffer one bad customer experience, it is quite a challenge.  

This is where HubSpot’s Service Hub plays a critical role. It provides SaaS companies with a robust and unified customer support system. In other words, it gives them a platform where they can automate repetitive tasks, provide self-service options, and ensure swift and hassle-free resolution of customer issues. In this blog, we’ll explore how SaaS companies can improve customer support with HubSpot and boost their customer lifetime value by leveraging the endless capabilities of the HubSpot Service Hub.  

Here’s How HubSpot Service Hub Can Transform SaaS Customer Support

More than 70% of companies say that HubSpot Service Hub has made them much more efficient in customer dealings, here’s why:   

Unified Inbox: All Customer Interactions in One Place

Customers reach out via multiple channels such as email, live chat, support tickets, and social media. This diversity in interaction channels makes it hard to track conversations. HubSpot for SaaS companies solves this problem by providing a ‘Unified Inbox’. 

This unified inbox integrates the data from all support channels into a shared inbox, making sure that not a single customer interaction is missed. Moreover, SaaS customer support teams also get to view all the data in one place. As a result, the process of assigning tickets and tracking response times becomes simple and streamlined. 

HubSpot Service Hub Tickets Portal: A Streamlined Ticketing System

In the world of customer service, ‘tickets’ is the buzzword for a customer reaching out to the company when they come across any challenges in using a product or service, looking for a resolution. However, these tickets are raised through a diverse set of channels (like via email or even phone calls). 

Now, handling, tracking, and analyzing all these scattered tickets raised by customers can be incredibly tough for SaaS companies. Or shall we say that it would have been tough if not for the HubSpot CRM Tickets Portal? 

The HubSpot CRM Tickets Portal makes it super-easy for businesses to manage customer support requests and boost customer retention. How? Instead of rummaging through data to handle support issues, SaaS companies can have all customer queries organized in one place. This simplifies the process of: 

• Assigning tickets to agents
• Tracking the progress with the ‘Ticket Status’ column
• Ensuring that ‘No’ customer issues are left unresolved
• Responding and resolving tickets in a timely and organized manner

Want to set up a seamless ticketing system? Let MakeWebBetter set up the HubSpot Service Hub for you! 

Quick Issue Resolution with Automation

More than 90% of customers see issue resolution as the most important aspect of customer service. Hence, delays in resolving tickets lead to poor customer experiences and increased churn. 

But if a SaaS company has the HubSpot Service Hub features at its disposal, it can automate numerous processes. This, in turn, will directly lead to quicker resolution of customer tickets. With HubSpot Service Hub features, businesses can swiftly automate the following processes: 

• Assigning tickets to the right support agents based on prior interactions.
• Categorization and prioritization of issues for resolving the high-priority tickets first.
• Track ticket status and response time to improve and come up with strategies to improve efficiency.

Extensive Knowledge Base for Self-Service Support

Waiting for support can be incredibly frustrating for your customers. That’s why many of them seek self-service options. That’s because they aren’t at all willing to wait for the live support. HubSpot Service Hub enables companies to build a hefty knowledge base, providing customers with: 

• Step-by-Step Guides
• FAQs
• Troubleshooting Guides and Articles

This reduces support ticket volume while allowing customers to find instant solutions to routine issues. In the long run, you enhance your SaaS customer support by empowering them to solve problems independently. However, all you need to do is build a comprehensive knowledge base and we can help you maximize HubSpot’s features with our Service Hub onboarding services.

Talk To Our HubSpot Service Hub Experts

24/7 Response Through Live Chat & AI Chatbots

Again, it is no less than a ‘business sin’ to make customers wait in line to get the simplest of responses. It is beyond important to offer 24/7 customer support. However, it isn’t quite possible with human agents as they can’t be available at all times.  

Enter HubSpot Service Hub with its live chat feature and AI chatbots. These allow SaaS companies to handle basic customer inquiries without human involvement while also offering real-time app and website support to customers.  

They can also route complex questions to human agents (agents who have the relevant experience and history of dealing with similar queries). Another reason why HubSpot for SaaS companies can do wonders.  

Identify Pitfalls with Customer Satisfaction Surveys

Finding reasons behind customer churn can be a tricky riddle to crack for companies. For SaaS companies too, it works as a huge obstacle in the way of boosting their customer retention numbers and retaining revenue. 

What’s the solution? Well, why not hear it right from the customers themselves? SaaS companies can use HubSpot Service Hub features to send out automated customer feedback surveys to measure: 

• Net Promoter Score (NPS)
• Customer Satisfaction Score (CSAT)
• Customer Effort Score (CES)

These surveys will tell you where your company stands in terms of providing prompt and positive SaaS customer support. Moreover, based on the results of these surveys, you can come up with strategies to correct the wrongs and ensure high satisfaction levels across your customer base. 

Growth Guaranteed with Advanced Reporting and Insights

Without in-depth insights, it’s hard to optimize customer support strategies. But hey, where do you extract those insights from? It has to be organized to be able to make sense, correct? That’s where the detailed customer support analytics capabilities of the HubSpot Service Hub come in. 

The platform will give you key insights such as the most common support issue your SaaS company is facing, the average response and resolution times, customer sentiment over time, and other vital insights. As a result, HubSpot Analytics and Reporting feature becomes a game-changer for companies focused on enhancing SaaS customer service.

The Signature Seamless Integration with CRM and Other Tools

Disconnected tools lead to fragmented customer data, leading to your business missing out on website personalization benefits and efficiency in customer support. That’s where HubSpot presents itself as the only solution you will ever need, thanks to its unified approach to customer engagement. 

Having HubSpot’s Service Hub on your side helps you integrate seamlessly with the HubSpot CRM (offering you a 360 view of all customer interactions). In addition, it integrates with a range of third-party apps like Jira, Slack, and Zendesk, helping companies in drastically enhancing SaaS customer service. 

What it also does for your SaaS company is align communication across your marketing, sales, and customer support teams. How? By making sure that all of them have access to real-time data that’s constantly updating across channels. However, making the most of it can be a little tricky. 

That’s where you require a HubSpot Partner agency of the Elite level and MakeWebBetter might just be it!

AI-Powered Support with HubSpot Service Hub

Artificial Intelligence is revolutionizing pretty much everything that it is coming in contact with. And the customer support capabilities of the HubSpot Service Hub are no exception. With built-in AI capabilities, HubSpot for SaaS companies helps them leverage the HubSpot platform to streamline their support processes and offer delightful customer experiences using: 

• AI Chatbots: Automating responses for routine queries and ensuring customers get instant answers round the clock.
• Ticket Routing: AI is also assisting in analyzing ticket content and automatically assigning it to the most suitable support agent.
• Customer Sentiment Analysis: Understanding customer emotions and prioritizing critical issues based on tone and urgency in real-time has also become possible with HubSpot’s AI.
• AI-Powered Knowledge Base: SaaS companies can also use HubSpot’s AI capabilities to suggest relevant articles to customers before they even submit a ticket.

Are You Ready to Enhance SaaS Customer Support with the HubSpot Service Hub?

For SaaS companies, providing exceptional customer support is essential to reducing churn and increasing customer lifetime value. HubSpot Service Hub features help companies in enhancing SaaS customer service by:  

• Centralizing customer support for quick resolution of tickets.
• Automating tasks to improve overall efficiency.
• Offering self-service options with a knowledge base and chatbots.
• Capturing customer feedback to improve customer retention.
• Integrating seamlessly with CRM and other tools for a 360° view of the customer.

Maximize The Potential Of HubSpot Service Hub with MakeWebBetter’s Elite Solutions

At MakeWebBetter, we specialize in leveraging HubSpot for SaaS companies to streamline and optimize their customer support with HubSpot’s Service Hub. Furthermore, our expert team offers the best HubSpot Service Hub Onboarding Services by customizing HubSpot’s powerful features to fit your unique business needs. 

Be it setting up a unified inbox for efficient query management or automating ticketing workflows for faster resolution, we help businesses enhance their SaaS customer support operations effortlessly by channeling the limitless capabilities of HubSpot well within the HubSpot Service Hub pricing that’s ideal for them. 

Furthermore, MakeWebBetter can also assist in building knowledge bases, implementing chatbots, and leveraging customer feedback tools, ensuring proactive customer engagement and retention. But enough about us now. 

Tell us your specific needs, so that we can mold the HubSpot Service Hub features to deliver customer retention results for you!