Logo - Full (Color)
Skip to content

Omnichannel Customer Service

Turn customer interactions into growth opportunities by providing personalized support across every channel.

Get started free

  • Meet customers where they are, when they need you

  • Offer seamless, integrated support across all channels

  • Make each customer interaction a personalized experience

HubSpot Video

Scale the support that delights customers across every channel.

Today, customers expect seamless support wherever they reach out — email, chat, phone, SMS, WhatsApp, and more. Service Hub's omnichannel customer service platform eliminates these challenges. Get complete customer context in one unified workspace with AI-powered assistance that speeds resolution times across every channel. Centralize your channels and move effortlessly between them, delivering personalized experiences and turning every support interaction into an opportunity to drive retention and growth. HubSpot’s channel APIs allow you to integrate any messaging or voice platform your customers use.

  1. Meet customers where they are with unified support.

    When customers reach out, respond efficiently and on the channel they’re using at any point in time. Whether they start on social media and move to email, or jump from chat to phone, Service Hub keeps the context flowing — your team can even toggle between channels within the same ticket. Connect any messaging platform through our APIs, from WhatsApp to Slack to your custom channels. AI-powered help desk tools generate reply recommendations and next steps in one click, regardless of the channel.

  2. Turn every interaction into a personalized experience.

    Uncoordinated handoffs and out-of-sync teams leave customers having to repeat themselves multiple times. Service Hub gives your team the context they need to deliver a consistent and personalized experience no matter the channel. Features including CRM integration and AI-generated calls and ticket summaries make handoffs between your sales, marketing, and service teams seamless.

  3. Unify your ecosystem to provide consistent customer experiences.

    Avoid having your team juggle disconnected tools that create data silos. Service Hub natively integrates with over 1,800 apps and provides developer-friendly APIs for custom connections. With HubSpot, every customer interaction automatically flows to your marketing and sales teams. The result? Complete visibility, seamless handoffs, and customers who feel understood.

Have questions? Give us a call and we'll walk you through it.

+1 888-482-7768

Any time you have a more robust picture of a customer, your interactions with the customer are going to be better. HubSpot gives us that complete picture.

RICK RAVEN

Director of Customer Success

Studio Designer

Frequently Asked Questions

Omnichannel customer service means reaching your customers when they need you and where they need you, all while maintaining a consistent experience. Your team can address issues across multiple channels with a centralized view of all previous customer interactions.

You can get started with Service Hub for free. If you want more advanced features to help automate and scale your support operations, HubSpot offers premium features with Starter, Professional, and Enterprise editions.

Absolutely. There is no programming required to start using Service Hub.  We've created Service Hub with automation and contextual guidance built right in, so you can start scaling your support operations in minutes, not months. And if you're looking for more customization and expertise, our solutions partners offer specialized support to help you get the most out of HubSpot.

Service Hub includes HubSpot's built-in calling tool, which allows you to make and receive calls directly from help desk tickets and contact records. Call activity is automatically logged, conversations can be recorded when needed, and everything stays integrated within your ticket workspace.

For advanced calling needs, you can connect tools and integrate with a wide range of third-party calling providers through our App Marketplace, like Aircall, Dialpad, JustCall, and more, to streamline your support workflows and keep all communication in one place.

Service Hub supports a wide range of messaging channels, including email, live chat, WhatsApp, and more. HubSpot’s app library includes many turnkey integrations that enable messaging from your help desk. Your team also has the option to build an integration with our API.

Connect regional messaging apps, specialized customer portals, or any two-way messaging platform your customers prefer — all from the same unified help desk.

You'll find more than 1,800 custom integrations in our App Marketplace. From Jira to Slack to Facebook Messenger, it's easy to connect HubSpot to your service team's favorite tools in just a few clicks. We want you to spend less time toggling between different tools and more time working hands-on with your customers.

Yes, HubSpot's Service Hub provides extensive integration options for developers and technical teams. You can connect the omnichannel platform with tools like Jira for development team collaboration, and use our developer APIs to integrate Service Hub directly into your website admin panel. The open API allows custom connections to virtually any business system, while our App Marketplace offers over 1,700 pre-built integrations with popular tools. Webhooks, custom objects, and custom code actions make it possible to create seamless automated workflows between Service Hub and any custom interface.

Service Hub's omnichannel platform supports multiple languages across all aspects of customer interaction. The user interface is available in 17 languages, and there are even more content creation languages to help accommodate global support teams. Customer-facing components like knowledge base articles, chatbots, and form fields can be configured in multiple languages. Service Hub can automatically detect a customer's language preference based on their browser settings or allow manual selection. Teams can route conversations to agents based on language proficiency, ensuring customers receive support in their preferred language, regardless of which channel they use to reach you.

Service Hub's omnichannel capabilities scale with your subscription tier.

  • The free plan includes email, chat, and basic ticket management for small teams getting started.
  • The Starter tier adds Facebook Messenger, forms integration, and simple automation rules.
  • The Professional tier unlocks custom channels API, knowledge base, customer portal, and access to all messaging channels, including LINE and other regional options.
  • The Enterprise tier provides custom reporting, advanced permissions, and sophisticated routing and capacity planning for complex omnichannel deployments.

All tiers include the core CRM functionality that makes omnichannel service possible, with premium features being progressively unlocked at higher tiers to support growing businesses.