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Recorded: Monday 01 November 2021 | Published: Friday 05 November 2021
One trap of working with HubSpot’s Hubs (eg Marketing, Sales, Service, Operations) is that you can potentially assume that your role (eg you work in Marketing) constrains which parts of HubSpot you use. So if you’re in marketing you assume you won’t use any of the sales or service tools, and vice versa if you work in Customer Support you might assume you won’t use any of the marketing tools, etc.
In this episode we’re going to dive into examples of using Hubs to help with all roles (Eg using Marketing for Customer Service, or Service Hub KB for marketing, etc).
You’ll see that a key benefit of HubSpot being an integrated platform is how efficient it is for bringing teams together across departments.
To highlight this we’re going to focus on Service Hub this episode.
HubSpot says: it helps you conduct seamless onboarding, enable flexible customer support, and deepen customer relationships. Service Hub delivers efficient and end-to-end service that delights customers at scale.
What does it include?
All powered by a CRM to give your business one unified view of each customer interaction.
Speaking of surveys...
Thank you to everyone who has filled out our simple survey so far. (If you haven’t yet, it’s not too late, you can submit your feedback here.)
We’ve had wonderful feedback including suggestions around:
Thank you for these - we’re going to be implementing some of these in future weeks.
Here’s a few quick items of interest we noticed:
As per our opening shot, we’ve deliberately picked a Service Hub feature to use in the Marketing Shot.
This is a perfect example of how HubSpot’s hubs can be used by multiple teams.
As an example here’s our XEN Solar Knowledge Base, which includes articles covering sales, marketing and customer questions. We’re actively using some of these articles as destination URLs in remarketing campaigns.
Here’s a nice checklist that HubSpot provided for preparing your KB articles:
Knowledge Base Article Best Practices Checklist:
Custom Surveys can be used for all stages of the customer journey - not just after a contact has become a customer.
Asking prospects and visitors about pain points, desired features and areas of improvement can be a gold mine of information for sales teams to chat through with prospects.
Bonus: Custom Surveys can also be used for Marketing research as well - even before the prospects get to the sales stage.
Use customer satisfaction (CSAT) surveys to get feedback on a customer’s experience with your business. You can send this type of survey through email, or display it on any web page.
This isn’t actually an ‘Action’ item, rather its the ‘enrollment trigger’:
A very simple way to prioritise tickets as they come in.
Are you spending too many hours to save too few dollars?
HubSpot can seem expensive compared to some other tools on the market, but this often misses the cost of implementation.
Two quick examples this week:
When comparing any visible platform costs (eg the easy to understand monthly costs) it’s important to understand the implementation costs (ie the easy to miss ‘invisible’ hourly costs).
Via the HubSpot product updates blog.
This time a year ago HubSpot was quiet!
All of HubSpot's Customer Service resources, in one place!
“People don’t care how much you know until they know how much you care.”
– Theodore Roosevelt
Everything Service related on HubSpot Academy
Connect with HubShots here:
Connect with Ian Jacob on LinkedIn and Craig Bailey on LinkedIn
HubShots, the podcast for marketing managers and sales professionals who use HubSpot, hosted by Ian Jacob from Search & Be Found and Craig Bailey from XEN Systems and XEN Solar.
HubShots is produced by Christopher Mottram from Podcastily.
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