HubSpot provides customer support instruments to its advertising platform – TechCrunch


HubSpot is increasing past gross sales and advertising with the official launch of its Service Hub for managing customer support.

The product was first introduced final fall, however now it’s moved out of beta testing.

HubSpot President and COO JD Sherman stated this was a logical subsequent step for the corporate. He argued that the Web has “democratized” the power of companies to draw prospects by creating their very own content material (utilizing instruments like HubSpot’s, natch), and whereas “that chance nonetheless exists, frankly, it’s getting more durable because of the sheer quantity of what’s happening.”

“It is sensible to maintain your buyer,” Sherman stated — each to maintain them loyal and in addition to show them into an advocate who may aid you entice new prospects.

Service Hub Normal Supervisor Michael Redbord and Go To Market Chief David Barron gave me a fast tour of the Service Hub. It consists of an common inbox for all of your buyer communications, a bot-builder to automate a few of these buyer interactions, instruments for constructing an organization information base (which might then be fed into the bot-builder, which Redbord described as a extra “customer-centric” method to current your content material), instruments for creating surveys and a dashboard to trace how your service workforce is doing.

ServiceHub dashboard

Redbord stated he beforehand labored on HubSpot’s personal service and assist workforce, so each characteristic in ServiceHub has “a one-to-one relationship” with a problem that HubSpot has confronted, or that he personally has confronted, whereas making an attempt to assist prospects.

Barron added that ServiceHub advantages from being built-in with HubSpot’s present merchandise, permitting companies to trace their interactions with a buyer throughout gross sales, advertising and assist.

“We’re a platform firm,” he stated. “When any of those conversations occurs, whether or not 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 information leakage between completely different groups.”

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