Logo - Full (Color)

Service Analytics

Get out-of-the-box customer service analytics for team performance, customer satisfaction, and AI agent results.

Get a demo Start 14-day free trial

  • Measure rep performance including response time and support volume

  • See CSAT scores and fix what’s dragging them down

  • Track Customer Agent-resolved tickets and deflections

Improve your customer experience with actionable insights.

When your data lives in disparate systems and you need an analyst to build reports, your customers’ issues are put on the back burner while you’re busy trying to make sense of your customer data.

HubSpot's customer service analytics tools give you out-of-the-box reports on rep productivity, ticket response time, post-support survey scores, and support volume. It also shows what Customer Agent resolves, so you can see how your whole support operation is performing and what to improve next.

  1. Stop waiting in line for critical service reports.

    Most data visualization tools aren't designed for everyday users. They're meant to be used by analysts, leaving you waiting in their queue to get reports. HubSpot's customer service analytics comes with the reports you need built in, so you can unlock insights fast and resolve customer problems even faster.

  2. Gain quick insight on service rep productivity.

    Get customer support analytics that show how efficiently your reps resolve issues. Out-of-the-box reports cover average time to close, response time on chats, and ticket volume in seconds, so you can fix bottlenecks before they pile up. Reports also show how many conversations Customer Agent resolves before they reach a rep.

  3. Uncover customer insights with ease.

    Make your customers feel seen and valued by understanding their pain points. Service analytics in Service Hub provides easily digestible reports on vital customer service data such as how your customers use your knowledge base, chat wait time, customer satisfaction scores, and more.

  4. Track and improve your agentic customer support.

    When Customer Agent handles part of your support, reports help you track how it’s performing. See which conversations it resolves, how many it deflects, and which knowledge sources it relies on. Then spot ways to improve your AI-powered customer support, like information gaps, conflicting content, and low-scoring conversation topics.

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

Get answers to your questions about HubSpot's customer service analytics software. 

Service analytics is a set of out-of-the-box reports available in Service Hub. This feature provides service leaders with insight into rep productivity, customer satisfaction, customer knowledge base usage, AI agent performance, and more.

Customer service analytics is typically included with Service Hub's paid editions, with more advanced reporting at higher tiers. Trial offers vary, so check current Service Hub pricing for what's available today.

HubSpot service analytics gives you comprehensive insights across all aspects of your customer service operations. Track essential metrics like rep productivity, average ticket response time, customer satisfaction (CSAT) scores, support volume, and ticket close rates.

Core performance metrics:
  • Rep productivity and ticket resolution efficiency
  • Customer satisfaction scores and survey responses
  • Average response times for chats and tickets
  • Support volume trends and peak periods
  • Knowledge base article usage and effectiveness

Advanced analytics (Enterprise):
  • Revenue generated after ticket closure
  • Self-service effectiveness (chatbots and AI Customer Agent handoffs)
  • Knowledge base articles that lead to ticket creation
  • Customer journey analytics across all touchpoints
  • Chatbot performance by type and handoff rates