HubSpot adds customer service tools to its marketing platform

HubSpot is expanding beyond sales and marketing with the official launch of its Service Hub for managing customer service.

The product was first announced last fall, but now it’s moved out of beta testing.

HubSpot President and COO JD Sherman said this was a logical next step for the company. He argued that the Internet has “democratized” the ability of businesses to attract customers by creating their own content (using tools like HubSpot’s, natch), and while “that opportunity still exists, frankly, it’s getting harder due to the sheer volume of what’s going on.”

“It makes sense to take care of your customer,” Sherman said — both to keep them loyal and also to turn them into an advocate who might help you attract new customers.

Service Hub General Manager Michael Redbord and Go To Market Leader David Barron gave me a quick tour of the Service Hub. It includes an universal inbox for all your customer communications, a bot-builder to automate some of those customer interactions, tools for building a company knowledge base (which can then be fed into the bot-builder, which Redbord described as a more “customer-centric” way to present your content), tools for creating surveys and a dashboard to track how your service team is doing.

ServiceHub dashboard

Redbord said he previously worked on HubSpot’s own service and support team, so every feature in ServiceHub has “a one-to-one relationship” with an issue that HubSpot has faced, or that he personally has faced, while trying to support customers.

Barron added that ServiceHub benefits from being integrated with HubSpot’s existing products, allowing businesses to track their interactions with a customer across sales, marketing and support.

“We’re a platform company,” he said. “When any of these conversations happens, whether it’s a chat with a human or a chat with a bot, that’s all logged on [a single record] in HubSpot, so there’s no data leakage between different teams.”

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