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A Quick Guide to HubSpot’s Customer Service Software

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 Exceptional customer service is more crucial than ever. HubSpot’s customer service software, also known as Service Hub, offers a comprehensive solution designed to scale support and drive retention. This article delves into the key features, benefits, and practical applications of Service Hub to help businesses enhance their customer service operations.

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What is HubSpot's Customer Service Software?

HubSpot’s customer service software, Service Hub, is a powerful tool that integrates with HubSpot’s CRM to provide seamless support experiences. It combines various features such as help desk, knowledge base, and customer feedback tools, all powered by AI, to ensure businesses can meet their customers’ needs efficiently and effectively.

Key Features

Help Desk & Ticketing

Service Hub offers an AI-powered help desk that helps manage and resolve customer tickets swiftly. This feature ensures that no customer query goes unanswered, enhancing the overall customer experience.

Knowledge Base

The knowledge base feature allows businesses to create a self-service portal where customers can find answers to common questions. This not only reduces the volume of support requests but also empowers customers to resolve issues independently.

Omni-Channel Messaging

With omni-channel messaging, businesses can interact with customers across multiple platforms, including email, chat, and social media, all from a single inbox. This ensures a consistent and unified customer service experience.

Customer Feedback Management

Service Hub enables businesses to gather and analyse customer feedback through surveys such as NPS, CSAT, and CES. This data is invaluable for improving service quality and understanding customer satisfaction levels.

Benefits of Using HubSpot's Service Hub

Enhanced Customer Retention

Service Hub helps businesses retain customers by providing exceptional support and proactively addressing issues before they escalate. By leveraging customer health scores and product usage insights, businesses can identify and act on opportunities to improve customer retention.

Increased Efficiency

The integration of AI in Service Hub streamlines various support processes, from ticket management to customer routing. This automation allows support teams to focus on more complex tasks, thereby increasing overall efficiency.


Whether you’re a small business or an enterprise, Service Hub scales with your needs. Starting with free tools and expanding to premium editions, businesses can choose the plan that best suits their growth stage and requirements.

Improved Collaboration

Service Hub seamlessly integrates with HubSpot’s CRM, marketing, and sales tools, ensuring all customer-facing teams have access to the same data. This alignment fosters better collaboration and enhances the overall customer experience.

Getting Started with Service Hub

Free Plan

The free plan includes essential features such as contact management, ticketing, and AI chatbots. It’s an excellent starting point for small businesses looking to establish a robust customer service foundation.

Starter Plan

At $20 per month per seat, the Starter plan adds simple ticket automation and multiple ticket pipelines, making it suitable for growing businesses needing more advanced support features.

Professional Plan

For $100 per month per seat, the Professional plan offers a comprehensive help desk workspace, knowledge base, and customer success workspace, ideal for businesses looking to scale their customer service operations.

Enterprise Plan

The Enterprise plan, at $150 per month per seat, includes advanced features such as playbooks, advanced SLAs, and multiple knowledge bases, catering to large enterprises with complex support needs.

To Wrap Up

HubSpot’s customer service software, Service Hub, is a versatile and powerful tool designed to enhance customer support operations. By leveraging its AI capabilities, businesses can scale support, improve retention, and drive growth. Whether you’re a small business or a large enterprise, Service Hub offers the tools and features needed to deliver exceptional customer service and build lasting customer relationships.

Ready to transform your business and drive growth with a powerful CRM system? Speak to an expert at one of the top HubSpot agencySydney Digital Marketing Agency today, to learn how HubSpot CRM can help you manage your customer relationships, streamline your operations, and achieve your business goals. Let’s unlock the full potential of your business together!

Article by

Ben Kinnaird

General Manager / Sports Nut / Dad

Our captain of operations, Ben has over 15 years of experience in sales, marketing and all things digital. Before joining SDM in 2014, Ben worked as the Head of Marketing for Reebok APAC.[…]