HubSpot Service Hub: An Introduction, Features, & Pricing

For decades, companies took a disjointed approach to managing customer experiences, with customer-facing teams functioning in silos.

HubSpot, one of the world’s leading CRM providers, decided to change that with the release of Service Hub.

Introduced in 2018, Service Hub aligns closely with Sales Hub to help unify the work of two critical CX functions: customer service and sales.

Since then, Hubspot has released its “Smart CRM” platform to unify service and sales with marketing, operations, content, and commerce teams.

Indeed, the AI-powered platform centralizes customer data and AI to help teams align CX teams and – ultimately – improve customer experience.

Service Hub proved a first step in this crucial mission. Yet, as an individual solution, it offers many noteworthy capabilities.

Salesforce Service Hub: The Key Features

HubSpot Service Hub is a CRM solution that serves customer service teams.

As noted above, it’s one of six “hubs” within HubSpot’s Smart CRM, which offers an all-encompassing ecosystem for customer experience teams.

The Smart CRM expands its capabilities, so it can offer a more comprehensive customer view and connect cross-function workflows.

However, many businesses leverage Service Hub in isolation. As they do so, they may access the following key features.

A Unified, AI-Powered Help Desk

The centralized “Help Desk” workspace in HubSpot Service Hub gives teams a single pane of glass environment to triage and resolve tickets, track data, and collaborate with teams.

Additionally, it features a full ticketing system, which uses AI to automate ticket prioritization, task assignment, and issue resolution. There’s also native issue-tracking software.

From the Help Desk, teams can also use solutions like Breeze Copilot to identify troubleshooting strategies more quickly and create self-help content to share with customers.

Finally, an SLA Management tool helps staff prioritize requests based on importance.

Customer Success Features

HubSpot sets itself apart from other CRM providers by unifying customer support and customer success.

The Customer Success workspace helps team members monitor and manage customer relationships more effectively, with insights into customer health scores, task tracking, and sentiment.

These tools help customer success managers proactively engage with customers, address issues before they escalate, and enhance customer loyalty with unique onboarding experiences.

Teams can also access feedback management tools for tracking critical CX metrics – like the net promoter score (NPS), customer satisfaction (CSAT), and customer effort score (CES) – alongside creating custom surveys.

Lastly, there’s a customer portal for self-help tasks, and conversation intelligence tools, too.

Omnichannel Support

Service Hub doesn’t just help companies manage customer relationships, it also gives teams the tools they need to engage with leads and prospects.

Companies can manage customer interactions across voice and various digital channels. Meanwhile, users can leverage interactive call routing capabilities and design articles with AI for self-service.

Regarding self-service, HubSpot also recently introduced the Breeze Customer Agent, a preconfigured agentic AI solution designed to provide customers with fast solutions 24/7.

These AI agents can handle multi-stage tasks, update CRM records, assign tickets to staff members, and more.

A Knowledge Base

Within the HubSpot Service Hub, the knowledge base allows companies to create customizable support resources for both team members and customers.

Indeed, businesses can use AI to auto-generate knowledge articles based on previous interactions and business insights.

Plus, they can design a centralized and branded set of “portals” for specific customers, too.

Finally, there are embedded analytics tools to help businesses identify gaps in their self-service strategy.

Reporting and Analytics

Within Service Hub, Companies can use out-of-the-box reports for guidance or create their own custom dashboards to enhance decision-making strategies.

Moreover, there are AI tools for diving into deep data sets, so teams can learn more about customer preferences and trends.

Meanwhile, companies can use Breeze Intelligence to bolster their data ecosystems.

As such, HubSpot leverages data to improve its AI and AI to bolster its data sets. That’s a potentially powerful cycle.

HubSpot Service Hub: Pricing Options

Smaller companies can start experimenting with basic features for free. Indeed, Service Hub’s free plan includes contact management, basic ticketing tools, team emails, and a basic AI chatbot.

After that, there are three central plans to choose from:

• Starter: Starting at $20 per month: This includes all the free plan features, simple ticket automation and multiple ticket pipelines, multiple currencies, and a calling SDK. It’s great for smaller businesses with limited CRM requirements.
• Professional: Starting at $100 per month per seat, this plan is for advanced customer service teams, with all the features of Starter, plus the Help Desk workspace, knowledge base, customer success workspace, and customer portals.
• Enterprise: Starting at $150 per month per seat, this plan offers all the most advanced features of HubSpot Service Hub, including playbooks for teams, advanced SLAs and routing capabilities, single sign-on, and multiple knowledge bases.

Notably, there are a few extra fees to consider. For instance, Professional and Enterprise plans might come with onboarding costs. Plus, some teams may consider working with a partner to set up custom integrations.

HubSpot Breeze features (Copilot and Agents) come included in most paid plans. However, Breeze Intelligence has extra per-credit fees.

In addition, companies that wish to combine HubSpot Service Hub with other Engagement Hubs can purchase those hub plans separately.

Alternatively, they can align all six hubs with a “Customer Platform” plan. These plans start at $15 monthly for the Starter option, $1,170 for Professional, or $4,300 for the Enterprise option.

HubSpot Service Hub: Transforming Customer Experience

HubSpot provides a unified platform designed to bring all customer-facing teams together through its Smart CRM.

Service Hub is one of the six CRM apps within Smart CRM.

The CRM doesn’t just focus on supporting buyers with queries, but it also gives teams the necessary tools to maintain a 360-degree view of customers, personalize service strategies, and proactively boost retention rates.

With new AI-powered capabilities delivered by the Breeze ecosystem, companies can also automate more tasks.

Additionally, they can resolve tickets faster, generate real-time insights and personalized content, and serve customers 24/7 through autonomous agents.

With scalable pricing, HubSpot gives companies an easy way to deliver next-generation customer service.

Ready to learn more about the HubSpot ecosystem? If so, check out the article: HubSpot Smart CRM: Everything You Need to Know