HubSpot announced today that it will be adding a new product line to its platform: HubSpot Customer Hub. The addition of the Customer Hub means the HubSpot platform, which also includes CRM, sales, and marketing tools, will enable companies to improve the entire customer experience, from end to end.
According to Harvard Business Review, it can be up to 25 times more expensive to acquire a new customer than to keep an existing one. Customer delight has always been an essential part of the inbound methodology, but most scale ups still struggle to find the right tools and methodology to provide their customers with world-class support and turn them into brand promoters. It’s essential that growing companies have access to all of their customer data in one place to provide a more personalized, streamlined experience. Unfortunately, the majority of customer service tools on the market today are built for the enterprise and focus solely on reducing customer service time. While these tactics provide scale for big teams, they don’t help customers achieve success. Customer Hub will put the customer at the center and gives growth companies the full context of every customer interaction so they can easily provide a more delightful service and support experience.
“Let’s face it – too often, companies pay lip-service to customer service and success. Customers are the lifeblood of a successful business, and based on the experience you provide them, they can be your biggest advocates, or your loudest detractors,” said Dharmesh Shah, co-founder and CTO of HubSpot. “With Customer Hub, businesses can now rally their teams around the customer, allowing them to have better conversations, develop deeper customer insights, and strengthen their relationship with your business.”
Customer Hub will make it easy for companies to understand, respond, and grow through the success of their customers. In addition to the standard features we’ve all come to expect from customer service tools (customer inquiry management, live chat, ticket escalation, etc.), Customer Hub will also enable teams to:
Keep a pulse on customer happiness with automated customer feedback and NPS
Easily identify and respond to issues using sentiment analysis and churn forecasting
Automate customer testimonial captures from your most loyal and happy customers
Help customers help themselves with a robust knowledge center
Finally, since Customer Hub is built on HubSpot CRM Free, customers will also get access to HubSpot’s free marketing and sales tools, allowing them to deliver a complete inbound experience across all teams. This includes HubSpot Conversations, HubSpot’s new solution for one-to-one messaging. Conversations is a great first step towards enabling businesses to have more meaningful interactions with their customers and prospects.
Customer Hub will be available in 2018. Pricing and packaging will be determined at that date.
To learn more about all of the announcements HubSpot made at #INBOUND17, please visit hubspot.com/new.
Originally published Sep 26, 2017 5:00:00 PM, updated March 23 2018