Customer success is no longer reactive; it’s strategic. HubSpot Service Hub is built to help companies support, onboard, and retain customers using centralized data, automation, and AI-powered tools.
This guide walks through the core features of Service Hub and how modern B2B teams use them to turn customer support into a growth engine.
Clean Customer Data Comes First
Effective service starts with organized customer records. Companies and contacts serve as the foundation for every support interaction, ensuring teams have full context when helping customers.
Best Practice: Import and normalize customer data before launching ticketing or support automation.
Ticket Pipelines for Support and Onboarding
Service Hub allows teams to create ticket pipelines for onboarding, implementations, and ongoing support. Tickets can be created automatically from closed deals, forms, chat, or shared inboxes.
Use Case: Automatically create onboarding tickets when a deal closes to ensure clean handoffs from sales to service.
Help Desk: Mission Control for Support Teams
The Help Desk centralizes all support conversations, allowing reps to respond quickly, update ticket status, and move efficiently from one request to the next.
Customer Success Workspace
Similar to the Sales Workspace, the Customer Success Workspace gives reps visibility into customer health, alerts, tasks, and follow-up opportunities—all in one place.
AI-Powered Support with Customer Agent
The Customer Agent allows teams to deploy AI-driven chat experiences trained on company knowledge. It answers questions instantly and escalates to humans when needed.
Knowledge Base and Self-Service
A knowledge base enables customers to find answers on their own while also serving as training data for AI agents. Articles are searchable, indexable, and easy to maintain.
Pro Tip: Strong knowledge bases reduce ticket volume while improving customer satisfaction.
Customer Portal Experience
Service Hub makes it easy to deploy a branded customer portal where customers can view tickets, track progress, and communicate with support teams.
Customer Feedback and Surveys
Built-in CSAT, CES, NPS, and custom surveys allow teams to capture feedback and automate follow-up actions based on responses.
Reporting and Service Analytics
The Service Analytics Suite provides prebuilt and guided reports for response times, ticket volume, team performance, and customer experience metrics.
Final Thoughts
Service Hub is not just a support tool - it’s a system for building long-term customer relationships. When structured properly, it becomes one of the most powerful retention and expansion engines in HubSpot.
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