Key Capabilities of Service Hub
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Connected: Service Hub is a component of HubSpot’s CRM, which means you’ll have a complete view of customer interactions in one place. Pinpoint opportunities for bolstering customer connections with context for marketing, sales, and service.
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Productive: Drive team efficiency by automating processes, eliminating manual tasks, streamlining ticketing, providing self-service for customers, and creating avenues for personalizing communications.
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Engaged: Provide the customer service tools to help you deliver authentic service and grow better by putting the customer first.
Connected
What Freshdesk Offers:
- Freshdesk enables you to include private notes within a ticket, accessible solely to agents who are logged into your support portal. Additionally, agents can be alerted about new comments added.
- The Freshdesk knowledge base is organized into a three-tier structure. To further arrange your knowledge base, you can take advantage of the enterprise level Flexible Hierarchy, which allows for up to 5 levels of additional categories or subfolders.
What Sets HubSpot 
- Service Hub enables businesses to provide personalized customer service, marketing, and sales experiences, resulting in increased customer engagement and insights that power your whole front office.
- There are tools to help increase collaboration between Service, Sales and Marketing such as Playbooks, Email Templates, sequences and Meetings. No connectors or data sync required!
Service Hub customers with every size of company see their ticket close rate increase by 24% or more after 12 months. (Hubspot Annual ROI Report)
Productive
What Freshdesk Offers:
- Freshdesk’s load-balanced ticket assignment functionality allows you to set a limit on the number of tickets an agent can manage simultaneously. By doing this, it can prevent agents from becoming overloaded.
- Through Freddy AI machine learning, Freshdesk’s Email Bot responds to low-prioritized email inquiries with the most relevant articles that can resolve the customer’s issue, allowing agents to focus on higher priority inquiries. Email Bot requires purchase of the Enterprise Plan.
What Sets HubSpot
- Service Hub helps you stay organized and streamline your service processes through a single source of customer information in the CRM. And you can set custom statuses for tickets ensuring your ticket pipeline works for you and your process.
- Store, track, and manage, tickets customers make throughout the service process, with custom reporting to ensure you’ve got the data to continue scaling. Service Analytics offers a comprehensive reporting tool to track customer satisfaction, team performance, and support volume.
Service Hub customers see an average increase of 324% in tickets closed after 12 months. (Hubspot Annual ROI Report)
Engaged
What Freashdesk Offers:
- Freshdesk provides an email ticketing system that transforms incoming email messages into easily traceable, manageable, and monitorable tickets, which helps to provide concrete information on the ticket owner, type, status, and priority for all team members.
- Freshdesk makes it easy for your customers to reach you with a local phone number. You can acquire local phone numbers in forty different countries worldwide. This functionality is only available with Freshdesk Omni-Channel.
What Sets HubSpot
- Service Hub deepens customer relationships by providing a suite of tools designed to make it easier for customers to get in touch with your support team and self service their inquiries with Knowledge Bases.
- With Omni-Channel Messaging, Customer Portals, CSAT Surveys and Conversation Intelligence, these features can help create a better customer experience and foster loyalty.
Customers who own Service Hub for 7-12 months see a higher ticket close rate than customers who own Service Hub for less time. (Hubspot Annual ROI Report)
| Feature |
HubSpot
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Freshdesk |
|---|---|---|
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Base License
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Service Hub Enterprise
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Freshdesk Support Desk Pro
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Ticketing
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Knowledge Base
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Chat Bots
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$$$
Requires Enterprise Plan
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Customer Portal
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Omni-Channel Routing
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Workflow Approval Automation
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$$$
Requires Enterprise Plan
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SLA Management
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CSAT Surveys
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Community Forums
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Private Ticket Notes
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Product Library
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Playbooks
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Conversational Intelligence
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Phone Numbers Provided
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55% of Service Hub Professional and 68% of Enterprise customers display high Service Hub feature usage.
Read more in the HubSpot Annual ROI Report.
Since deploying HubSpot, Lucid Meetings has dramatically improved its ability to compete with larger players in the market without having to add staff or significantly increase its marketing budget. The team works more cohesively now than in the past, given how easy the HubSpot apps are to use.
Elise Keith
Founder and Product Manager
Lucid Meetings
HubSpot is trusted by over 177,000 businesses in more than 120 countries.
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Comparison Library
Picking customer service software to run your business is not a decision you make lightly. We’re here to make it easier.
App Ecosystem
HubSpot helps seamlessly integrate customer service tools that you and your team already leverage.
Free Ticketing Software
Keep track of customer requests in one unified help desk that connects to your CRM database.
Delight More Customers with HubSpot today.
Use HubSpot Service Hub to provide seamless, fast, delightful customer service.
