hubspot service hub 2018... · 2018. 6. 22. · hubspot is now in the business of customer service...
TRANSCRIPT
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HubSpot Service HubFrom Funnel to Flywheel
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1. The Story behind Service Hub
2. Inbound Service Framework and Tools
3. What it means to be customer first
Agenda
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Service HubHubSpot is now in the business of customer service software.
And let me tell you why.
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The Funnel
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We’re less patientPeople have changed
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1. Call support
2. Wait on hold
3. Get rerouted
4. Wait some more
5. Finally get an answer
6. Told no one
We used to be patient Now we’re impatient
1. Start online
2. Start a chat
3. Call as last resort
4. Share experience with the world
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We’re more skepticalPeople have changed
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1. Trust salespeople
2. Read company case studies
3. Listen to suggested references
1. Trust to friends
2. Read social content
3. Listen to online reviews
We used to trust Now we’re skeptical
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Imbalance
Shankman | Honig (Customer Saved infographic)
80% 8%Of companies believe
they deliver superior customer service. Of customers believe
they experience superior service.
vs
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Inside the pain of change
Is where opportunity lies
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It’s time to move on from the funnel
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And embrace the flywheel
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A complete customer experience
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#PARTNERDAY18
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How to build a Flywheel
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Inbound Service Framework
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Inbound Service Framework
1. Engage customers quickly and personally with conversational, contextual tools.
2. Guide customers to good outcomes and trusting relationships.
3. Grow together with two-way feedback and customer advocates.
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A new product line from HubSpot, 100% focused on the customer experience.
Introducing Service Hub.
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CONVERSATIONS TICKETS KNOWLEDGE BASE
CUSTOMERFEEDBACK
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DESIGNEDHow do we Engage With Customers Better?
1. Open your communication channels
2. Organise your conversations in one place
3. Create a simple process to track customer needs
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Engage Customers with:
Conversations
Have more meaningful, context rich, customer service interactions with Conversations.
A universal inbox that helps teams collaborate on support at scale.
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Convos
&
Context Sidebar
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CONVERSATIONS WITH BOT
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Engage Customers with:
Tickets
Manage demand, meet expectations, and stay organized with Tickets.
Tickets for the backbone of a support team. Add automation and build a customer helpdesk solution.
“90% of consumers believe an immediate response is “important” or “very important” when looking for customer service support.”
**HubSpot research, 2018, research.hubspot.com
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Tickets Board View
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Reporting
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Automation
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How do we Guide Customers Better?
1. Enable customer self-service and reduce customer friction
2. Create content to solve recurring issues and guide customers proactively
3. Deliver guidance at the right time in the customer journey
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Guide Customers with:
Knowledge Base
Help customers help themselves with a robust, data driven knowledge base.
Build simple, well structured articles that automatically index on Google search.
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Help customers help themselves
Public Knowledge Base
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DESIGNED
DESIGNED
DESIGNED
How do we Grow Customers Better?
1. Establish listening posts with your customers
2. Improve customer experience and earn customer advocacy
3. Understand customer sentiment across the customer journey
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Understanding the Customer Journey
First Impression First Value Intended Value Extended Value
What is the first experience customers have with us?
When do customers feel confident they’ll get what they wanted from us?
When do customers agree they got the value they wanted from us?
When do customers feel like they’ve gotten even more value than they initially wanted?
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Grow with Customers:
Feedback
Truly understand your customers, their needs, and then take action with Feedback.
Feedback gives you a pulse on customer happiness and a roadmap for how to improve it.
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Feedback - Home
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Feedback - Contact Timeline
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Pricing and PackagingSERVICE HUB
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$400 month.
Service Hub includes products for teams to establish service processes and grow better.
Service Hub also includes 5 seats of1:1 productivity tools for individualsto be efficient and work smarter.
$80 additional seat.
Service Hub Professional
Pricing & Packaging
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Portal Features Vs. User Features
Portal Features User Features
Every user free or paid has access to:
- Tickets- Knowledge base- Customer Feedback- Conversations- Automation (Workflows)- Reporting
Paid users only (comes with 5 or $80 per additional seats):
- Templates- Sequences - Calling- Meetings- Snippets- Documents- Messages- Notifications
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What it means to be customer first
SERVICE HUB
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THANK YOU