What Can You Do With HubSpot’s Service Hub?
It’s no secret that we are huge fans of the next level online toolkit HubSpot. It provides us with all the tools we need to bring our marketing, sales, and service to the next level. With HubSpot, we can implement our inbound strategy and help our leads and customers in the best way possible.
The previous blogs of this blog series focused on HubSpot’s Marketing and Sales Hub. This third blog, you’ll discover all the Service Hub features, so you can further optimize your service team.
Service Hub
HubSpot’s Service Hub offers some great free tools, but you can use more advanced tools with its paid plans. You can choose between Service Hub Starter, Professional, and Enterprise, each with its own pricing and features. Get started with conversational chatbots, service tickets, and create a knowledge base to help your customers in the best way possible. HubSpot offers all the tools you need to bring your Service to the next level. Besides the tooling, we’ll also show you the limitations of each plan, and you’ll discover why these tools might be great for you.
Free Service Hub
HubSpot consists of a free CRM platform where you can save all contact data and interactions. Besides this free CRM, its Marketing, Sales, and Service Hub also offer some great free tools.
The Service Hub offers these services for free:
- Ticketing: Log all questions and issues of your customers as tickets, and assign these to specific service colleagues. HubSpot’s ticketing shows you in one overview which tickets are created for each customer, how they are prioritized and if they’ve been handled.
- Live chat: Let your web visitors get in touch with you quickly using live chat. With chat, visitors can ask their questions directly to your service team and get answers fast. The free Service Hub shows HubSpot branding in the chat.
- Conversational bots: With HubSpot, you can get started with chatbots so that you can offer your web visitors 24/7 and fully automated support. The free Service Hub lets you automatically create tickets, qualify leads, and book meetings. It will show HubSpot branding, and you can’t add custom branching logic and automation.
- Email scheduling: Schedule emails so they’re always sent and received at the exact right time.
- Conversations inbox: Create a shared inbox where all chat conversations and emails come together, and all team members can access. Extremely useful for the collaboration between teams, so your sales reps see what issues their customers had. The free Service Hub lets you create 1 shared inbox.
- Team email: Create a shared email address that everyone of your team can access. Incoming emails can automatically change to tickets or send to the shared inbox.
- Calling: Call contacts through your HubSpot account. Phone conversations can be automatically recorded and are logged on the contact record. With the free Service Hub every user can call up to 15 minutes each month.
- Snippets: Change frequently used text into reusable snippets, so you can create emails in no-time and answer questions asked in the chat quickly. The free Service Hub lets you create 5 snippets.
- Email templates: Save your best performing emails and reuse these in the future. Share them with your team, so your communication stays consistent and you can help your contacts even faster. The free hub lets you create 5 email templates.
- Meeting scheduling: You never have to endlessly email back and forth again with HubSpot’s meeting planner. Send contacts a link to your meeting page that shows a calendar showing the data you’re available. Ask additional questions, so you are always prepared when going into a meeting. The free hub lets you create 1 personal meeting link and it will show HubSpot branding.
- Tickets closed reports: See how your service team performs, and get reports about the amount of tickets, the different categories, and the response times of each service rep. The free Service Hub lets you create 1 dashboard with up to 10 standard reports.
- Rep productivity reports: See how each colleague of your service team performs and their productivity. Use this data to see which service rep performs great and who needs a little more help, and see if you need to expand your service team. The free service hub lets you create 1 dashboard with up to 10 standard reports.
- Time-to-close reports: See how long it takes for questions being answered, and use this data to improve response times and internal processes. The free service hub lets you create 1 dashboard with up to 10 standard reports.
- Reporting dashboard: See how your marketing, sales, and service teams perform and where you can improve. The free Service Hub lets you create 3 dashboards each with up to 10 reports.
- Email tracking & notifications: Get notified when someone opens or clicks a link of your one-on-one email. The free hub can show each user up to 200 notifications each month.
- Documents: Create a library of service documents which you can easily share with your customers. Decide if you want to ask for an email address before someone can view the document, so you know to whom your email is send. The free hub lets you save up to 5 service documents anyone of your team can access.
- Messenger integration: Integrate Facebook Messenger to your HubSpot account, and get started with chat and chatbot from within Facebook Messenger. The free Service Hub integrations lets you save contact information, chat with your audience, create chatbots, and report on the amount of chats.
- Custom properties: Properties let you save all data of contacts, companies, deals, and tickets. Examples of this are the first name of a contact or the close date of a deal. When the standard properties of HubSpot aren’t enough for you, you can always create your own! The free Service Hub lets you create 10 custom properties.
- HubSpot mobile app: Work wherever you are with the HubSpot mobile app. Features include business card scanning, accessing the shared inbox, view records, and more.
Service Hub Starter
Do you want to get to know HubSpot, without having HubSpot branding showing everywhere? Then the Service Hub Starter might be the best start for you. Besides having advanced features relative to the free hub, Service Hub Starter also provides you with functionalities such as automatically assigning chat conversations to the right chat agent and simple automations.
This is what you can expect of Service Hub Starter:
- Ticketing: Change questions and issues into tickets and view them in a clear overview. The same as the free hub.
- Live chat: Let your audience get in contact with you quickly with the help of chat. Starter won’t show any HubSpot branding.
- Conversational bots: Get started with chatbot! Starter lets you automatically create tickets, qualify leads, and book meetings, without adding custom branching logic or routing. HubSpot branding won’t show anymore.
- Email scheduling: Schedule emails so these are always send and received at the exact right time. Without HubSpot branding.
- Conversations inbox: Let your emails and chat conversations come together in one shared inbox any team member can access. HubSpot Starter lets you create 1 shared inbox.
- Team email: Create a shared email address any team member can access. Change emails automatically into tickets, or send them to your shared inbox.
- Calling: Service Hub Starter lets every user call up to 8 hours each month, straight from their HubSpot account. Phone conversations can be recorded and are logged in the contact record.
- Snippets: Starter lets you create up to 1.000 snippets you can use for email and chat to quickly answer frequently asked questions. All paid Service Hub users can view and use all 1.000 snippets, free users can only use the first 5 snippets. More about paid and free Service Hub seats can be viewed under Pricing.
- Email templates: Starter lets you create and share up to 1.000 email templates. Only paid Service Hub users can access all 1.000 templates, free users can only view and use the first 5.
- Meeting scheduling: Create up to 1.000 personal and team meeting links. With team meeting links you can schedule meetings with multiple colleagues or let the scheduler choose with whom they want to meet.
- Tickets closed reports: Starter lets you create 1 dashboard with up to 10 standard and productivity reports.
- Rep productivity reports: Starter lets you create 1 dashboard with up to 10 standard and productivity reports.
- Time-to-close reports: Starter lets you create 1 dashboard with up to 10 standard and productivity reports.
- Reporting dashboard: Starter lets you create up to 10 dashboards to keep track of your marketing, sales, and service performance. Each dashboard can show up to 10 reports.
- Email tracking & notifications: Get notified when your emails are opened or a link is clicked. Starter gives you unlimited notifications.
- Documents: Add up to 1.000 service documents to your own library. Only paid Service Hub users can access all 1.000 service documents, free users can only see and use the first 5 documents.
- Messenger integration: Integrate Facebook Messenger with your HubSpot account. Besides all the features of the free Service Hub, Starter lets you also book meetings with the help of bots and share team meeting links.
- Custom properties: Create up to 1.000 custom properties, so you save all data you need.
- HubSpot mobile app: Work wherever you are with the HubSpot mobile app. Features include business card scanning, accessing the shared inbox, view records, and more.
- Calling SDK: Integrate VOIP providers like AirCall with HubSpot. Great when HubSpot’s calling feature isn’t supported in your country, or when you’re already using a calling application you like.
- Conversation routing: Automatically assign chat conversations and email to the right person of your team.
- Ticket pipelines: Split tickets into different pipelines based on region, brand, or team. Starter lets you create two different ticket pipelines.
- Multiple currencies: Add up to 5 different currencies to your HubSpot account.
- Simple automation: Trigger automated customer emails when a ticket is received or closed. You can also send internal notifications when a ticket changes status (for example from ‘New’ to ‘Waiting for response’)
Service Hub Professional
Do you want to further automate your service processes, create surveys, or create a knowledge base? That’s when you know you’re ready for Service Hub Professional! Service Hub Professional offers everything that Starter offers, and you can get started with automation, video, a FAQ page, and more.
With Service Hub Professional you get access to:
- Ticketing: Change questions and issues into tickets that are saved in one clear overview.
- Live chat: Let your target group get in contact with you via chat!
- Conversational bots: Help your web visitors 24/7 with chatbots! Besides everything Starter has to offer, Professional also lets you add custom branching logic and advanced targeting. This way you can show your chatbot on specific pages or to specific visitors.
- Email scheduling: Schedule emails so they’re sent and received at the right time.
- Conversations inbox: Let all emails and chat conversations come together in one shared inbox. Professional lets you create 100 conversations inboxes.
- Team email: Create a shared email address anyone of your team can access.
- Calling: Call directly from your HubSpot account. Phone conversations can be recorded and are logged on the contact record automatically. Professional lets each user call up 16 hours each month.
- Snippets: Professional lets you create up to 1.000 snippets to answer frequently asked questions in email and chat quickly. Only paid Service Hub users can access all 1.000 snippets, free users can only access the first 5.
- Email templates: Create up to 1.000 email templates. Only paid Service Hub users can access all 1.000 email templates, free users can only access the first 5 templates.
- Meeting scheduling: Create 1.000 personal and team meeting links so meetings are scheduled faster than ever.
- Tickets closed reports: Create reports and analyze how your service teams performs. Professional lets you create 2 dashboards: one with up to 10 standard service reports, and one with up to 10 custom reports.
- Rep productivity reports: Professional lets you create 2 dashboards: one with up to 10 standard service reports, and one with up to 10 custom reports.
- Time-to-close reports: Professional lets you create 2 dashboards: one with up to 10 standard service reports, and one with up to 10 custom reports.
- Reporting dashboard: See how your marketing, sales, and service team are performing with reporting dashboards. Professional lets you create 25 dashboards, each with up to 20 reports.
- Email tracking & notifications: Professional gives unlimited notifications when someone opens or clicks a one-on-one email.
- Documents: Add up to 1.000 service documents to your HubSpot account. Only paid Service Hub seats can access all 1.000 documents, free users can only access the first 5 documents.
- Messenger integration: Integrate Facebook Messenger with your HubSpot account. Professional offers everything Starter has to offer, and lets you assign chat conversations to the right chat agent, add custom branching logic, and create advanced reports.
- Custom properties: Create up to 1.000 custom properties.
- HubSpot mobile app: Work wherever you are with the HubSpot mobile app. Features include business card scanning, accessing the shared inbox, view records, and more.
- Calling SDK: Integrate VOIP providers with HubSpot.
- Conversation routing: Automatically assign chat conversations and emails to the right service rep.
- Ticket pipelines: Professional lets you create up to 15 ticket pipelines. Tickets will automatically enroll the right pipeline based on region, brand, or team.
- Multiple currencies: Add up to 30 different currencies to your account.
- Simple automation: Send automated customer emails when a ticket is received or closed. You can also send internal notifications when a ticket changes status.
- Email sequences: Send automated personalized emails or create tasks with sequences. Sequences let you send a series of emails to interesting prospects or customers at the exact right moment. When a contact answers an email, they get unenrolled. Decrease the amount of manually sending emails, and create more time to really help your customers. Professional lets you create up to 1.000 sequences, and each user can send up to 500 emails daily.
- Knowledge base: Get started with your FAQ-page, so your visitors can quickly get to the right information. Turn frequently asked questions into knowledge articles, so visitors can help themselves, and you can focus on the questions that need more attention.
- Video hosting & management: Get started with video, and create and manage video files in your HubSpot account. You can embed videos on your website and social media. Add CTAs and forms, so your audience can quickly do a request.
- 1:1 video creation: Create and share personalized one-on-one videos from your HubSpot account and see how these videos perform.
- NPS surveys: Ask your customers if they would recommend you to other contacts with a quick survey. Use the received feedback to improve your services, and turn customers into promoters.
- Customer support surveys: Discover how your customers experience your support with a quick survey. Use the results to improve your service and turn customers into returning ones.
- Customer feedback: Ask your customers what they think of your organization, your service, and their customer experience. Use this feedback to further grow.
- Insights dashboard: Save all feedback you received of customers in one dashboard, and use this to continuously optimize the customer experience.
- Custom reporting: Create your own service reports to see the results necessary to improve your service team. Professional lets you create up to 100 custom reports.
- Ticketstatus, ticket routing, task automation: Automate tasks you normally had to execute manually, such as creating tasks and assigning tickets to the right service agent.Create a list of contacts you have to follow-up with a survey, or you have to ask for further feedback based on their answer. So you can focus on the bigger issues of your customers, and turn customers into promoters of your brand.
- Teams: Organize your HubSpot users in different teams. Service Hub Professional lets you create 10 different teams.
- Salesforce integration: When you are already using Salesforce, you can now integrate this easily with your HubSpot account. Service Hub Professional lets you integrate 1,000 field mappings, 10,000 Salesforce owners, and 1 account.
- Phone support: Get all your HubSpot questions answered quickly with HubSpot’s phone support.
- Sequence queues: Create a series of tasks and handle them all as one playlist. HubSpot will bring you automatically to the right contact or company record, the only thing you have to worry about is what you’re going to do: email or call them.
- Standard contact scoring: Give all leads a score based on their behaviour and use these scores to qualify leads and create segmented lists you can use to personalize your content. Contact scoring properties are, for example, downloading an ebook or filling in a contact form. Professional lets you create 5 scoring properties for contacts.
- Customer service automation: Automate recurring emails and other service activities. Minimize workload and create time to focus on helping your customers. Professional lets you create 300 workflows.
- Slack integration: Integrate Slack with your HubSpot account and create tasks, receive notifications, and share contacts directly from your Slack account.
- Calculated properties: Let properties calculated themselves based on data in other fields. Service Professional lets you create 5 calculated properties.
- Record customization: Add new sections to your contact, company, deal, and ticket records, so you’ll see all the necessary data first. Professional lets you create 20 views per object.
Service Hub Enterprise
Do you want to get the most out of your Service Hub account? Service Hub Enterprise might be the right choice for you! Service Hub Enterprise offers everything Professional has to offer, and gives access to playbooks, automatically transcribing emails, and an extra secure and quick way to login with single sign-on.
Discover Service Hub Enterprise:
- Ticketing: Change questions and issues into tickets that you can manage in one overview.
- Live chat: Let your audience get in contact with you quickly with the help of live chat!
- Conversational bots: Help your web visitors automatically and 24/7 with the help of chatbots. Service Hub Enterprise lets you create tickets, qualify leads, book meetings, add custom branching logic, code your own bots, add webhooks, and advanced targeting.
- Email scheduling: Schedule emails so they’re always send and received at the exact right time.
- Conversations inbox: Enterprise lets you create 100 shared inboxes.
- Team email: Create a shared email anyone of your team can access.
- Calling: Every paid Service Hub Enterprise user can call up to 33 hours each month.
- Snippets: Every paid Enterprise user can create and use 1,000 snippets.
- Email templates: Every paid Service Hub Enterprise user can create and use 1,000 templates.
- Meeting scheduling: Create up to 1,000 personal and team meeting links.
- Tickets closed reports: Enterprise lets you create 1 standard report dashboard and 25 custom dashboards. Every dashboard can contain up to 10 reports.
- Rep productivity reports: Enterprise lets you create 1 standard report dashboard and 25 custom dashboards. Every dashboard can contain up to 10 reports.
- Time-to-close reports: Enterprise lets you create 1 standard report dashboard and 25 custom dashboards. Every dashboard can contain up to 10 reports.
- Reporting dashboards: See how your marketing, sales, and service team are performing and create up to 50 dashboards, each containing up to 20 reports.
- Email tracking & notifications: Get an unlimited number of notifications when a contact opens or clicks a link in a one-on-one email.
- Documents: Create a library of 1,000 service documents. Only paid Service Hub users can access all documents, free users can only access the first 5.
- Messenger integration: Integrate Facebook Messenger with your HubSpot account. Besides everything Professional has to offer, Enterprise also lest you add your own code and create custom Messenger bot actions.
- Custom properties: Create up to 1,000 custom properties.
- HubSpot mobile app: Work wherever you are with the HubSpot mobile app. Features include business card scanning, accessing the shared inbox, view records, and more.
- Calling SDK: Integrate VOIP providers to your HubSpot account.
- Conversation routing: Automatically assign emails and chat conversations to the right service rep.
- Ticket pipelines: Enterprise lets you create up to 50 ticket pipelines.
- Multiple currencies: Add up to 200 different currencies to your HubSpot account.
- Simple automation: Send automated customer emails when a ticket is received or closed. You can also send internal notifications when the ticket status changes.
- Email sequences: Send an automated series of emails at the exact right time, create tasks and reminders for following-up on customers and prospects. Enterprise lets you create 1,000 sequences and each user can send up to 1,000 emails daily.
- Knowledge base: Turn frequently asked questions into a FAQ page filled with knowledge articles, so web visitors can quickly find the answer to their questions.
- Video hosting & management: Create and manage video files in HubSpot. Add CTAs and forms to your videos, so viewers can quickly request something.
- 1:1 video creation: Create personalized one-on-one videos you can send to customers and prospects so you’ll stand out or give a clear explanation.
- NPS surveys: Ask your customers if they would recommend you to other contacts with a quick survey. Use the received feedback to improve your services, and turn customers into promoters.
- Customer support surveys: Discover how your customers experience your support with a quick survey. Use the results to improve your service and turn customers into returning ones.
- Customer feedback: Ask your customers what they think of your organization, your service, and their customer experience. Use this feedback to further grow.
- Insights dashboard: Save all feedback you received of customers in one dashboard, and use this to continuously optimize the customer experience.
- Custom reporting: Create your own service reports to see the results necessary to improve your service team. Professional lets you create up to 500 custom reports.
- Ticket status, ticket routing, task automation: Automate tasks you normally had to excecute manually, such as creating tasks and assigning tickets to the right service agent.Create a list of contacts you have to follow-up with a survey, or you have to ask for further feedback based on their answer. So you can focus on the bigger issues of your customers, and turn customers into promoters of your brand.
- Teams: Organize your HubSpot users in different teams. Service Hub Professional lets you create 300 teams, you can also add hierarchy to your teams.
- Hierarchical teams: Organize the users in a team based on business unit, brand, or any other criteria, to suit the way your business works.
- User roles: Give every user in your Hubspot account different roles and permissions so they can only access the things they need to.
- Salesforce integration: Integrate Salesforce with your HubSpot account. Service Hub Enterprise lets you integrate 1,000 field mappings, 10,000 Salesforce owners, and 1 account.
- Phone support: Get your questions answered quickly with HubSpot’s phone support.
- Sequence queues: Create a series of tasks you can handle one after another. HubSpot automatically takes you to the right contact or company record.
- Standard contact scoring: Give your leads a score based on their behaviour. Enterprise lets you create 25 contact scoring properties.
- Customer service automation: Automate your service activities, and minimize workload. Service Hub Enterprise lets you create up to 1,000 workflows.
- Slack integration: Integrate Slack with your HubSpot account and create tasks, get notified, and share contacts directly from your Slack account.
- Calculated properties: Let properties calculated themselves based on data in other fields. Service Hub Enterprise lets you create 200 calculated properties.
- Record customization: Enterprise lets you fully customize the contact, company, deal, and ticket records so you’ll only see the data you need to get started.
- Custom objects: Create custom objects and save other data besides contacts, companies, deals, and tickets, such as events, locations, subscriptions, and shipments. View custom object records, set up workflows, and run reports on the data associated with custom objects.
- Playbooks: Add manuals and internal documents to your HubSpot account, and create a library of useful service documents. Recommend specific content to your team, so they’ll see the right content when it’s necessary.
- Call transcription: Automatically transcribe any phone call made in HubSpot and save time. Transcribing is only available for English phone conversations.
- Single sign-on: Let your users log-in quickly with single sign-on. With single sign-on you never have to regularly sign in again, while making your HubSpot account more secure.
- Webhooks: Use webhooks to get data from your HubSpot account, and use it in other web applications your team uses. At Sterc, we use our HubSpot API for this. With this API we can use data in our HubSpot CRM to personalize our MODX platform.
- Goals: Create service goals such as average response time, the amount of tickets a service rep closes, and many more, and add these to your HUbSpot account. See if your goals are achieved, help your team to stay focused, and let customers get the support they deserve.
- Field-level permissions: Make sure that specific users can’t edit properties, so your database stays clean and data is consistent.
HubSpot continuously updates and expands its functionalities and plans. It can occur that some functionalities mentioned above aren’t part of a specific plan or that these have been changed. We try to keep the information in this blog as up-to-date as possible.
Service Hub add-ons
Besides the different plans within the Service Hub, HubSpot also offers some add-ons to further expand your HubSpot account.
The add-ons of HubSpot are:
- Reporting: Increase the number of dashboards you can create to up to 300, and build up to 3,000 extra custom reports.
- Ads: Increase your ad spending limit to $ 50K and create 50 extra audiences.
- Custom SSL: The Professional and Enterprise plan come with a standard SSL certificate. This custom SSL is a premium SSL for additional customization.
- API: Increase the API call volume for your integrations with HubSpot and other services to 1,000,000 calls per day.
Pricing Service Hub
After seeing everything HubSpot’s Service Hub has to offer, you might wonder what all these cost. The pricing of the Service Hub depend on multiple factors, and do need some explanation. Keep in mind that HubSpot also changes its pricing regularly in order to respond to the current situation and the needs of the customers.
Below you will find helpful information about the Service Hub pricing:
Service Hub Starter is the cheapest paid plan of all. Just like HubSpot’s Sales Hub, you pay for every paid user. Service Hub Starter automatically has 2 paid users, and for every extra paid user you want, you have to pay € 23 per month extra. When you want 5 paid Service Hub Starter users, you’ll pay € 115 per month. € 46 for the first two users, and 3 x € 23 for the extra 3 paid users.
Service Hub Professional has a load of extra features, and that’s why you pay more for each extra paid user. Instead of € 23 per month extra, you pay € 74 per month extra. But Service Hub Professional automatically gives access to 5 paid users for € 368 per month. 10 Paid Service Hub Professional users will cost you € 368 + 5 x € 74 = € 738 each month.
Enterprise is even more expanded than Professional, that’s why you have € 110 for each extra paid user. But Enterprise already offers 10 paid seats for € 1,104 per month.
Do you want to know all the pricing of the Service Hub? Visit https://www.hubspot.com/pricing/service, choose your desired plan, and get started!
Get Started With HubSpot's Service Hub
Together with our HubSpot partner Bright Digital, we implement HubSpot for your organization. We can integrate anything with HubSpot, but our integration with MODX is unique. With our HubSpot API, we can fully integrate HubSpot in the MODX content management system, so you can get started with features such as chat(bot), forms, CTAs, and personalization. Directly within the MODX CMS, you can personalize elements or complete pages based on one or more data sources, such as persona, lifecycle stage, and also the weather and the location of the website visitor.
Discover HubSpot
Do you want to learn all about this all-in-one toolkit, and bring your marketing, sales and service to the next level? Download The Ultimate HubSpot Guide now!
