Customer Feedback Software

Truly understand your customers and spot opportunities to make them happier — so they stay with you longer.

HubSpot-Service-Feedback-Insights
Image Frame

Keep a pulse on customer feedback.

Ensure your customers feel heard and valued throughout their journey with CRM-powered customer feedback surveys.

Get a demo

See how HubSpot’s customer service software gives you the tools to delight customers with efficient, personalized service.

Customer feedback takes the guesswork out of customer happiness.

  1. HubSpot-Sales-Email-Schedule-2

    Send surveys to capture the feedback your business needs.

    Learn what your customers really think with custom surveys and feedback tools. Tailor your survey to your business needs with a diverse array of question types and a customizable template.

    Send your custom survey via web link or email, then efficiently share insights with your teams so you can deepen customer relationships and improve retention.

  2. HubSpot-Sales-Email-Schedule-3

    Stay on top of key customer service KPIs.

    Want to get a read on how loyal your customers are? Curious how customers feel about the helpfulness of your customer service experience — or your individual support agents?

    HubSpot will help you choose the most appropriate feedback tool and delivery method for your specific goals so you can increase response rates and build a baseline of data over time.

    Choose from pre-built Net Promoter Score (NPS), Customer Effort Score (CES), and customer satisfaction (CSAT) surveys to gauge customer loyalty at every touch point.

  3. HubSpot-Sales-Email-Schedule-4

    Use feedback surveys to uncover growth opportunities.

    Built-in feedback dashboards let you monitor performance and take immediate action on your insights.

    Send a survey and watch as data starts flowing into your dashboard — where it will be organized, visualized, and analyzed.

    You’ll be able to spot opportunities to improve specific points in the customer journey, see how your customers’ happiness compares to industry averages, and identify trends that help you create an even better customer service strategy.

Customer Service Software That Turns Customers Into Promoters

Conversations

Manage 1-to-1 customer communications at scale through a universal, collaborative, inbox that aggregates customer emails, chats, and more — and is accessible to your entire team.

Tickets

Log customer issues as tickets that can be assigned to members of your team, organized and prioritized, and tracked in a central location.

Feedback

Get a pulse on customer happiness, and deploy surveys to gather feedback that can be used to build a better customer experience.

Automation & Routing

Automate your customer service processes with ticket routing, escalation, and task creation. Use feedback responses to kick off automated customer marketing emails or internal notifications to your team.

Knowledge Base

Turn your customers’ most frequently asked support questions and tickets into a robust, optimized knowledge base of help articles and documentation that’s indexed in search engines.

Team Email

Create team-wide email aliases that automatically turn incoming emails into tickets or get routed to your conversations dashboard.

Live Chat

Engage in contextual, personalized customer service conversations with your customers in real time on your website.

Conversational Bots

Use bots to improve live chat efficiencies and scale 1-to-1 communications by routing customers to relevant help documentation, the appropriate chat agent, and more.

Reporting

Measure the impact of your customer service efforts with built-in reporting tools that track knowledge base usage data, ticket volume and response time, customer feedback, and more.

Goals

Report on metrics related to a specific customer goal, like ticket response time. Use goals to easily track and meet customer service level agreements (SLAs).

The customer feedback you need to deliver exceptional experiences.

Use HubSpot’s customer feedback software to easily capture feedback, efficiently share insights with your teams, and deepen your understanding of your customer.

See how you can use Service Hub to delight customers at scale.