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[Free HubSpot CRM](https://www.hubspot.com/products/crm) [Overview of all products](https://www.hubspot.com/products/get-started) - ### Marketing Hub Marketing automation software [Free and premium plans](https://www.hubspot.com/products/marketing) - ### Sales Hub Sales software [Free and premium plans](https://www.hubspot.com/products/sales) - ### Service Hub Customer service software [Free and premium plans](https://www.hubspot.com/products/service) - ### Content Hub Content marketing software [Free and premium plans](https://www.hubspot.com/products/content) - ### Data Hub Data management software [Free and premium plans](https://www.hubspot.com/products/data) - ### Revenue Hub CPQ, billing, and payments software [Free and premium plans](https://www.hubspot.com/products/revenue) - ### Smart CRM AI-powered, flexible CRM software [Learn more](https://www.hubspot.com/products/crm/ai-crm) - ### Small Business Bundle The Starter edition of each product, built for startups and small businesses [Learn more](https://www.hubspot.com/products/crm/starter) - ### Breeze AI agents and features that power the entire platform [Learn more](https://www.hubspot.com/products/artificial-intelligence) - ### AEO (Beta) Answer engine optimization tools that track and improve your brand's visibility in AI results [Learn more](https://www.hubspot.com/products/aeo) - ### HubSpot Marketplace Connect your favorite apps to HubSpot [See all integrations](https://ecosystem.hubspot.com/marketplace/apps) - Solutions Solutions - By Use Case - By Team Size - Why HubSpot? - ## Marketing - ### [Generate leads](https://www.hubspot.com/use-case/generate-leads) Convert visitors into contacts for your database. - ### [Automate marketing](https://www.hubspot.com/use-case/automate-marketing) Create campaigns with automation and AI. - ## Sales - ### [Build pipeline](https://www.hubspot.com/use-case/build-sales-pipeline) Generate a pipeline of high-quality prospects. - ### [Close deals](https://www.hubspot.com/use-case/close-more-deals) Streamline your process and close more deals faster. - ## Customer Service - ### [Scale support](https://www.hubspot.com/use-case/scale-customer-service-support) Support customers at scale with AI and a help desk. - ### [Drive retention](https://www.hubspot.com/use-case/drive-customer-satisfaction) Identify opportunities to improve customer health. - ## Content - ### [Create content](https://www.hubspot.com/use-case/create-content-for-customer-journey) Easily craft content for your audience, with help from AI. - ### [Manage content](https://www.hubspot.com/use-case/manage-content) Organize, update, and distribute content in one place. - ## Startups & Small Businesses - ### [Find and reach customers](https://www.hubspot.com/use-case/find-and-reach-customers) Generate leads through content, AI, and automation. - ### [Grow sales and get paid](https://www.hubspot.com/use-case/grow-sales-and-get-paid-faster) Prospect smarter and automate payments. - ### [Organize customer data](https://www.hubspot.com/use-case/understand-and-organize-customer-data) Unify your team and data on one platform. - ## Artificial Intelligence - ### [Resolve customer queries 24/7](https://www.hubspot.com/products/artificial-intelligence/ai-customer-service-agent) Scale customer service with an AI customer agent. - ### [Automate sales prospecting](https://www.hubspot.com/products/sales/ai-prospecting-agent) Identify and engage high-value leads with an AI prospecting agent. - ### [Research customers faster](https://www.hubspot.com/products/artificial-intelligence/ai-data-agent) Get instant answers about your customers with an AI data agent. ## By Team Size - ### For Small Businesses & Startups HubSpot’s all-in-one Starter Customer Platform helps your growing startup or small business find and win customers from day one. [Learn more about HubSpot’s Starter Customer Platform](https://www.hubspot.com/products/crm/starter) - ### For Enterprises With HubSpot’s integrated Enterprise Customer Platform, you don’t have to sacrifice power for ease of use. [Learn more about HubSpot’s Enterprise Customer Platform](https://www.hubspot.com/products/crm/enterprise) ## Why HubSpot? - ### Why Choose HubSpot? After just one year, HubSpot customers acquire 129% more leads, close 36% more deals, and see a 37% improvement in ticket closure rates. [Learn more about why how HubSpot’s solution is different](https://www.hubspot.com/why-choose-hubspot) - ### Case Studies Explore examples of companies like yours from all over the globe that use HubSpot to unite their teams, empower their businesses, and grow better. [See all case studies](https://www.hubspot.com/case-studies) - ### Spotlight: Product Updates Learn about HubSpot’s featured product releases and announcements in this semi-annual product showcase. [Explore product updates](https://www.hubspot.com/spotlight) - [Pricing](https://www.hubspot.com/pricing/marketing) - Resources Resources - ## Featured Links - [Spotlight: Product Updates](https://www.hubspot.com/spotlight) - [What's New in HubSpot](https://www.hubspot.com/new) - [Why Choose HubSpot?](https://www.hubspot.com/why-choose-hubspot) - [Sustainability](https://www.hubspot.com/sustainability) - ## Community & Events - [INBOUND Event](https://www.inbound.com/) - [Webinars](https://www.hubspot.com/resources/webinar#resource-library-page-headers) - [HubSpot Community](https://community.hubspot.com/) - [HubSpot User Groups](https://www.hubspot.com/hubspot-user-groups) - ## Partners - [Solutions Partner Program](https://www.hubspot.com/partners/solutions) - [Technology Partner Program](https://www.hubspot.com/partners/app) - [Affiliate Partner Program](https://www.hubspot.com/partners/affiliates) - [Education Partner Program](https://academy.hubspot.com/education-partner-program) - [Startup Partner Program](https://www.hubspot.com/startups/partners) - ## Education - [The Loop Marketing Playbook](https://www.hubspot.com/loop-marketing) - [What Is Inbound Marketing?](https://www.hubspot.com/inbound-marketing) - [HubSpot Blogs](https://blog.hubspot.com/) - [Free Courses & Certifications](https://academy.hubspot.com/) - [Ebooks, Guides & More](https://www.hubspot.com/resources) - [HubSpot Knowledge Base](https://knowledge.hubspot.com/) - ## Tools - [Website Templates](https://ecosystem.hubspot.com/marketplace/templates) - [Developer Tools](https://developers.hubspot.com/) - ## Services - [Onboarding](https://www.hubspot.com/services/onboarding) - [Migration](https://www.hubspot.com/services/professional/migrations) - [Premium Support](https://www.hubspot.com/services/premium-support) - [Hire a Solutions Partner](https://ecosystem.hubspot.com/marketplace/solutions) - Products Products - ## The HubSpot Customer Platform All of HubSpot's marketing, sales, and customer service software on one agentic platform. - [__Free HubSpot CRM__](https://www.hubspot.com/products/crm) - [__Overview of all products__](https://www.hubspot.com/products/get-started) - [ \ __Marketing Hub__ \ Marketing automation software](https://www.hubspot.com/products/marketing) - [ \ __Sales Hub__ \ Sales software](https://www.hubspot.com/products/sales) - [ \ __Service Hub__ \ Customer service software](https://www.hubspot.com/products/service) - [ \ __Content Hub__ \ Content marketing software](https://www.hubspot.com/products/content) - [ \ __Data Hub__ \ Data management software](https://www.hubspot.com/products/data) - [ \ __Revenue Hub__ \ CPQ, billing, and payments software](https://www.hubspot.com/products/revenue) - [ \ __Smart CRM__ \ AI-powered, flexible CRM software](https://www.hubspot.com/products/crm/ai-crm) - [ \ __Small Business Bundle__ \ The Starter edition of each product, built for startups and small businesses](https://www.hubspot.com/products/crm/starter) - [ \ __Breeze__ \ AI agents and features that power the entire platform](https://www.hubspot.com/products/artificial-intelligence) - [ \ __AEO (Beta)__ \ Answer engine optimization tools that track and improve your brand's visibility in AI results](https://www.hubspot.com/products/aeo) - [ \ __HubSpot Marketplace__ \ Connect your favorite apps to HubSpot](https://ecosystem.hubspot.com/marketplace/apps) - Solutions Solutions - By Use Case - ## Marketing - [Generate leads](https://www.hubspot.com/use-case/generate-leads) - [Automate marketing](https://www.hubspot.com/use-case/automate-marketing) - ## Sales - [Build pipeline](https://www.hubspot.com/use-case/build-sales-pipeline) - [Close deals](https://www.hubspot.com/use-case/close-more-deals) - ## Customer Service - [Scale support](https://www.hubspot.com/use-case/scale-customer-service-support) - [Drive retention](https://www.hubspot.com/use-case/drive-customer-satisfaction) - ## Content - [Create content](https://www.hubspot.com/use-case/create-content-for-customer-journey) - [Manage content](https://www.hubspot.com/use-case/manage-content) - ## Startups & Small Businesses - [Find and reach customers](https://www.hubspot.com/use-case/find-and-reach-customers) - [Grow sales and get paid](https://www.hubspot.com/use-case/grow-sales-and-get-paid-faster) - [Organize customer data](https://www.hubspot.com/use-case/understand-and-organize-customer-data) - ## Artificial Intelligence - [Resolve customer queries 24/7](https://www.hubspot.com/products/artificial-intelligence/ai-customer-service-agent) - [Automate sales prospecting](https://www.hubspot.com/products/sales/ai-prospecting-agent) - [Research customers faster](https://www.hubspot.com/products/artificial-intelligence/ai-data-agent) - By Team Size - ## By Team Size -  ### For Small Businesses & Startups HubSpot’s all-in-one Starter Customer Platform helps your growing startup or small business find and win customers from day one. [Learn more about HubSpot’s Starter Customer Platform](https://www.hubspot.com/products/crm/starter) -  ### For Enterprises With HubSpot’s integrated Enterprise Customer Platform, you don’t have to sacrifice power for ease of use. [Learn more about HubSpot’s Enterprise Customer Platform](https://www.hubspot.com/products/crm/enterprise) - Why HubSpot? - ## Why HubSpot? -  ### Why Choose HubSpot? After just one year, HubSpot customers acquire 129% more leads, close 36% more deals, and see a 37% improvement in ticket closure rates. [Learn more about why how HubSpot’s solution is different](https://www.hubspot.com/why-choose-hubspot) -  ### Case Studies Explore examples of companies like yours from all over the globe that use HubSpot to unite their teams, empower their businesses, and grow better. [See all case studies](https://www.hubspot.com/case-studies) -  ### Spotlight: Product Updates Learn about HubSpot’s featured product releases and announcements in this semi-annual product showcase. [Explore product updates](https://www.hubspot.com/spotlight) - [Pricing](https://www.hubspot.com/pricing/marketing) - Resources Resources - ## Featured Links - [Spotlight: Product Updates](https://www.hubspot.com/spotlight) - [What's New in HubSpot](https://www.hubspot.com/new) - [Why Choose HubSpot?](https://www.hubspot.com/why-choose-hubspot) - [Sustainability](https://www.hubspot.com/sustainability) - ## Community & Events - [INBOUND Event](https://www.inbound.com/) - [Webinars](https://www.hubspot.com/resources/webinar#resource-library-page-headers) - [HubSpot Community](https://community.hubspot.com/) - [HubSpot User Groups](https://www.hubspot.com/hubspot-user-groups) - ## Partners - [Solutions Partner Program](https://www.hubspot.com/partners/solutions) - [Technology Partner Program](https://www.hubspot.com/partners/app) - [Affiliate Partner Program](https://www.hubspot.com/partners/affiliates) - [Education Partner Program](https://academy.hubspot.com/education-partner-program) - [Startup Partner Program](https://www.hubspot.com/startups/partners) - ## Education - [The Loop Marketing Playbook](https://www.hubspot.com/loop-marketing) - [What Is Inbound Marketing?](https://www.hubspot.com/inbound-marketing) - [HubSpot Blogs](https://blog.hubspot.com/) - [Free Courses & Certifications](https://academy.hubspot.com/) - [Ebooks, Guides & More](https://www.hubspot.com/resources) - [HubSpot Knowledge Base](https://knowledge.hubspot.com/) - ## Tools - [Website Templates](https://ecosystem.hubspot.com/marketplace/templates) - [Developer Tools](https://developers.hubspot.com/) - ## Services - [Onboarding](https://www.hubspot.com/services/onboarding) - [Migration](https://www.hubspot.com/services/professional/migrations) - [Premium Support](https://www.hubspot.com/services/premium-support) - [Hire a Solutions Partner](https://ecosystem.hubspot.com/marketplace/solutions) - About About - [About Us](https://www.hubspot.com/our-story) - [Careers](https://www.hubspot.com/careers) - [Contact Us](https://www.hubspot.com/company/contact) - [Investor Relations](https://ir.hubspot.com/) - [Management Team](https://www.hubspot.com/company/management) [Start free or get a demo](https://www.hubspot.com/products/get-started) [Log in](https://app.hubspot.com/login) - English Select a language - [日本語](#) - [Deutsch](#) - [English](#) - [Español](#) - [Português](#) - [Français](#) - High Contrast - [Customer Support](https://help.hubspot.com/) - [Contact Sales](https://offers.hubspot.com/contact-sales) - [Case Studies Overview](https://www.hubspot.com/case-studies) - [Directory](https://www.hubspot.com/case-studies/directory) - Unific  # Unific's HubSpot Built Help Desk Ecommerce 25-200 employees  Use Cases - Improve Service Products - [The Full CRM Platform](https://www.hubspot.com/products/crm/enterprise) ### Story Overview Unific needed to offer great self-service options for smaller customers but at the same time make sure they give custom high-touch service to larger customers. With HubSpot, Unific saves time by only using one tool, shares more information, and provides a more enjoyable customer experience. ### About Company Unific is high-growth technology company that helps online merchants turn data into insights, insights into actions, and actions in growth. They offer a powerful, custom integration between HubSpot and many online storefronts like Shopify and Magento. ### Getting Started With Service Hub At Unific, Doug Dotts runs the teams that look after all clients. Their clients include very high-touch accounts and smaller customers that don’t have dedicated support. They need to offer great self-service options for smaller customers but at the same time make sure they give custom high-touch service to larger customers. Before they started using Service Hub, they had no ticketing system to sort and prioritize issues from different customers. > “We heard about Service Hub in May, our CSM John recommended it as he thought we were a good fit. We’re a small team and we need to be as efficient as possible, so managing the full customer lifecycle in one place was really attractive.” — Doug Dotts, Unific The majority of all support requests came in through a third-party chat tool and were pretty disorganized. They would often have 100–200 live conversations happening at once. And with no way to segment conversations, get reminders, or properly automate them — things were a mess. Important customer issues were getting buried, and they started seeing high-value customers leave, with feedback like, *It just takes way too long to get an answer to our issues.*  And Doug's team was feeling their customers' pain, as he explains: > *Our service wasn’t cutting it. There is no excuse for when a customer writes in four times without getting an answer. This was frustrating and costing us customers.* The solution? HubSpot's Service Hub software. Doug goes on to say: > *In Service Hub, this doesn’t happen because everything is organized. We’ve built a simple system to show the latest activity on a ticket so we know where to focus our efforts, and everyone can see what’s happening with customers across service, sales, and product.*   ### An Help Desk Optimized for Customer Happiness Unific needs to offer a great customer experience but also be really efficient with their time. To do this, they've built a Service Hub-powered help desk aimed at delivering consistent quality service.  Check out what this process looks like: - Questions from customers come in via live chat where [service bot](https://www.hubspot.com/products/crm/chatbot-builder) is waiting to point them towards a helpful [knowledge base article](https://www.hubspot.com/products/service/knowledge-base). - If that doesn’t solve the customer's issue, a human can help answer any quick issues. - If the question might take a few days to resolve, the folks on Doug’s team will turn the conversation into a [ticket](https://www.hubspot.com/products/service/help-desk) that can be worked by a combination of people at Unific. - They use the automation in Service Hub to speed up the process and automate manual steps like routing and escalation. And this process has saved Doug and his team the headache of trying to provide exceptional service without adequate software: > *Overall we’re just operating at a higher level; there are no more fires, lost tickets, and sales and service teams are better prepared before they get on the phones with people.* To give customers a proactive solution, they’ve also invested in a Service Hub- powered knowledge base. They host a slew of helpful articles related to the product, complete with video answers and FAQs. The time the put into their knowledge base helps customers and limits the amount of chats that turn into tickets. They collect customer feedback on their help articles and use the data to optimize the content.  Finally, they use the feedback tool in Service Hub to measure how well customer support agents are helping customers and to understand customer happiness.  So what kind of success has Doug's team seen? We'll let him sum it up: > *After an engagement, customers can give agents a score. If they get a low score, the ticket automatically opens back up, and we ask why they gave us a low score or if there is more we can do. Since implementing Service Hub, we’ve raised our feedback score from 4 to 5.85.*  And his team also takes the NPS survey seriously for newcomers to the site, as he explains below: > *15 days after you join the site, we send you an NPS survey asking how likely you are to refer a friend. From there, we try and respond to every single \[response], positive and negative. And if there is an issue, we try and solve it. Same with positive feedback; we listen to what people like, and pass that onto our creators to help improve the content they produce.* ### Operating at a Higher Level Since implementing Service Hub, more teams at Unific are aligned around the customer. They're saving time by only using one tool, sharing more information, and providing a more enjoyable customer experience. > “There is now a shared visibility where everyone can see what’s going on. The product team goes into the feedback tool and reads NPS responses, for instance. We’re constantly sharing new metrics with leadership and everyone has a better view of the customer.”  > > — Doug Dotts, Unific That's great news! With the Service Hub software, Doug's team was able to accomplish efficiency, cross-collaboration, and — most importantly — exceptional customer service.  But that's not all. Doug goes on to explain how the software has helped his team with ticket volume managemet, too: *A clear view of what tickets are a priority, so we can handle the big issues first while sprinkling in some smaller issues, has had a direct impact on our team’s results. In the tracking in Service Hub, we’ve seen a rise and normalization of CES and a steady decrease over time in ticket volume.* [Click here to get a demo of Service Hub.](https://www.hubspot.com/products/service/get-started)      What a success! Doug's team members are well on their way to continue strengthening their relationship with customers. Table of Contents Table of Contents - [Getting Started With Service Hub](https://www.hubspot.com#getting-started-with-service-hub) - [An Help Desk Optimized for Customer Happiness](https://www.hubspot.com#an-help-desk-optimized-for-customer-happiness) - [Operating at a Higher Level](https://www.hubspot.com#operating-at-a-higher-level)  ### Start Growing With HubSpot Today With tools to make every part of your process more human and a support team excited to help you, growing your business with HubSpot has never been easier. [Get a demo](https://offers.hubspot.com/crm-platform-demo) ##### Related Case Studies -  ### Liquidity Services Cuts Costs 50% by Consolidating on HubSpot - Ecommerce - United States - The Full CRM Platform * * * [Read more](https://www.hubspot.com/case-studies/liquidity-services) -  ### How Bluleadz Cut Commission Work and Tripled ROI with the QuotaPath App for HubSpot - 25-200 employees - United States - The Full CRM Platform * * * [Read more](https://www.hubspot.com/case-studies/bluleadz) -  ### How HubSpot helped Dopper go from 3 to 1 integration and end disconnected data & customers - Ecommerce - 25-200 employees - The Full CRM Platform * * * [Read more](https://www.hubspot.com/case-studies/dopper) -  ### How the Nutritional Coaching Institute consolidated 4 tools into 1 with HubSpot payments - 25-200 employees - United States - The Full CRM Platform * * * [Read more](https://www.hubspot.com/case-studies/nutritional-coaching-institute-hubspot-payments) -  ### How EnergySage Became a Faster, More Trusted Partner to Every Homeowner Going Solar with HubSpot Agent CLI - 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25-200 employees - United States * * * [Read more](https://www.hubspot.com/case-studies/first-alliance-credit-union) -  ### How Panoramic Doors Gives Every Homeowner Expert Answers at the First Click with HubSpot's Breeze Customer Agent - 25-200 employees - United States * * * [Read more](https://www.hubspot.com/case-studies/panoramic-doors-customer-agent) -  ### How Bitfocus Makes Sure No Frontline Worker Waits Overnight for an Answer with HubSpot's Customer Agent - 25-200 employees - United States * * * [Read more](https://www.hubspot.com/case-studies/bitfocus-customer-agent) -  ### How Tradeprint Resolves 60% of Customer Queries Instantly and Wins Buyer Trust with HubSpot's Breeze Customer Agent - Ecommerce - 25-200 employees * * * [Read more](https://www.hubspot.com/case-studies/tradeprint-customer-agent) [See all case studies](https://www.hubspot.com/case-studies/directory) [Back to top](#) Back Close ## Popular Features - [All Products and Features](https://www.hubspot.com/products) All Products and Features - 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