Want more control over your customer service?

With HubSpot's ticketing system, you manage and structure all customer questions clearly in one shared inbox. Every incoming request is automatically converted into a ticket, which you can assign, add notes to or escalate when needed. This keeps you in control of progress, so nothing slips through the cracks.

Thanks to the AI Content Assistant, you respond to customer questions faster, in the right language, tone and length. The dashboard also gives you direct insight into frequently asked questions, your team's performance and key KPIs such as response times and customer satisfaction.

In short: one system for all your customer questions, less switching and more visibility for your team.

The Help Desk Workspace in HubSpot brings all your communication channels together in one overview. Whether customers reach out by email, chat, forms, WhatsApp or social media, you manage everything from one central place.

Support agents can create, merge or forward tickets based on skills, knowledge or availability. You decide which information is visible to which team, set working hours and monitor your SLA targets.

Extra handy: integrate your help desk with Slack to receive notifications, update tickets and filter information without interrupting your workflow. This lets you work faster, more clearly and with more focus on the customer.

The Customer Success Workspace is the place to keep track of your open tasks and most important customers. You see at a glance what needs to happen and which actions take priority. No more separate lists or endless to-dos.

You get direct insight into:

• Your own customer records and tasks
• Colleagues' activities around your customers
• Your calendar, including appointments and meetings
• Recently used playbooks
• The stages of your ticket or deal pipeline
• And even signals about customer retention

All relevant information is neatly organised together, and one click opens whatever you need. You can even start a meeting directly from the calendar view. 

A knowledge base gives your customers the ability to find answers to their own questions. That saves time and frees you up to focus on more complex requests.

In HubSpot, you easily build a clear library of help articles. You organise content by topic and tags, and get SEO advice to make your articles easier to find.

The CRM automatically tracks which articles customers have already viewed, so you avoid sending duplicate information. You can restrict some articles, for example for specific customers or partners.

And with the AI Content Maker, you create new articles in no time or rewrite existing content based on insights from your reports.

With HubSpot's AI chatbot, you always give customers a fast answer, even outside office hours. The chatbot uses information from your knowledge base and website to automatically answer frequently asked questions, from opening hours to pricing.

The chatbot can also:

• Create service tickets or forward them to the right employee.
• Qualify leads and schedule appointments.
• Add customers to lists, tasks or workflows.
• Hand conversations over to your team when no answer is found.

You decide which sources the chatbot uses, so answers always stay relevant and up to date. Thanks to integration with HubSpot's Smart CRM, messages are also easy to personalise.

Collect customer feedback through NPS, CES or CSAT surveys.

Your customers are the core of your business, and their feedback is crucial to your success. With HubSpot's survey tools, you quickly and easily gather valuable insights about their experiences and satisfaction.

Choose from ready-made templates to measure the following scores:

• Net Promoter Score (NPS), how likely is it that your customers would recommend you?
• Customer Effort Score (CES), how easy was it for your customers to achieve their goal?
• Customer Satisfaction (CSAT), how satisfied are customers with a specific interaction or service?

Or create custom surveys to measure customer satisfaction and loyalty. You can send surveys automatically via a link or email, for example after a chat conversation or a phone support interaction. All results are presented clearly on one central dashboard, so you can respond quickly and improve your service.

With the calling tool in HubSpot, you can easily integrate phone calls into your customer service process. The tool lets you make and receive calls within your CRM system, so you no longer need to look up information in different systems.

You have the option to log calls automatically, so you never miss important details. Every customer call is linked to the customer record, so you can always quickly look back at previous interactions. This saves time and prevents miscommunication.

You can also add notes and follow-up actions to calls and share them with your team, so everyone works together on efficient, streamlined customer service. The calling tool also lets you track and analyse your calls, helping you spot areas for improvement and further optimise the customer experience.

With Conversation Intelligence in HubSpot, you automatically get valuable insights into your conversations with customers. This tool uses advanced AI to analyse conversation content and generate summaries, so you can quickly find the key points.

Whether your conversations happen via chat, phone or email, Conversation Intelligence provides a detailed overview of the interaction, including key points, customer needs and important actions. This helps you not only make decisions quickly, but also further improve your communication.

The tool also ensures you don't miss important information, even if the conversation was long or complex. This makes your team more efficient, so they can help customers faster and respond better to their needs.

With Conversation Intelligence, you get a fast, complete overview of customer conversations, so you can work more informed and more effectively.

With the Playbooks feature, you document fixed approaches for resolving customer issues. Ideal for consistent customer conversations and for getting new employees up to speed quickly.

Use them, for example, for:

• Soundbites during phone calls
• Conversation overviews and troubleshooting
• Onboarding instructions
• Library of best practices
• Troubleshooting guides
• Standardised notes

This gives your employees exactly the right information at the right moment, working faster, smarter and in a more customer-friendly way.

With HubSpot's customer portal, you offer customers self-service in a clear environment. They can track support tickets, submit new issues and ask questions about ongoing requests.

Your portal matches your brand visually and is easy to customise, from colours to logo and font. Thanks to the connection with your shared inbox and Smart CRM, you never miss a message. Customers log in to their personal environment and stay in control of their own service history.

With Service Automation in HubSpot, you automate recurring service tasks, so your teams spend less time on manual actions and have more time to really help customers.

The power lies in the integration with HubSpot's CRM platform. All customer data is stored regardless of channel, letting teams collaborate effortlessly and switch easily between different tools and channels. You can even connect external apps for even more efficiency.

• Set up triggers, activate alerts, automatically assign tickets, and keep customers informed about the status of their requests.
• Prioritise tickets based on urgency and respond both consistently and quickly.
• Automate follow-up based on NPS feedback or specific customer insights.

In short: with service automation, you lay a solid foundation where marketing, sales and service fit perfectly together. 

With HubSpot's mobile inbox, your customer service is always within reach.

From your phone, you have direct access to service tickets and conversations. You link conversations to contacts, create new tickets, send emails and update ticket or contact properties, all in one clear app.

• Search and filter quickly for the right context.
• Keep colleagues informed with @mentions and comments.
• Get notified when someone else is viewing the same conversation.