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PodSpot #42 - Keeping enterprise level customers happy with Service Hub

In episode 42 of PodSpot, the UK's only HubSpot themed podcast, host Ian Townshend returns to the Karman Digital studio with friend of the podcast, and HubSpot expert, Matt Wood. 

This week, the pair sit down and take a look at HubSpot's Service Hub. We learn how the platform supports enterprise level service teams and allows them to deliver a world class customer service experience. 


The conversation begins when Ian asks Matt about the pain points service teams are feeling right now.

For Matt, the biggest challenge for service teams surrounds the appropriate and effective handling of high quantities of customer interactions.

Matt sees the pandemic era, a time where many businesses made huge leaps forward into digital, as the cause for such increases. 

More and more customers are accessing digital channels and service teams are struggling to deal with the requests coming through. Customer expectation has also grown massively, and personalisation has become the bare minimum.

We know that keeping customers happy is the best way to increase sales and ensure revenue growth, so ensuring customers have a pleasant experience when dealing with enterprise service teams is  imperative. 

If you’d like to learn more about HubSpot or digital transformation, get in touch. We’re ready to help you unleash the potential of digital in your organisation.

How can businesses strive for a perfect customer experience?

Well, Service Hub is a start.

You'll have to listen to the podcast before we tell you any more. 

Intro - 0:00 

  • 01:22: Current challenges enterprise level service teams face in 2023 
  • 04:20: Growing customer expectation
  • 06:20: The power of a positive customer service experience 
  • 08:20: What does Service Hub bring to the table? 
  • 12:30: Routing within HubSpot
  • 18:33: Migrating to the Service Hub
  • 23:10: What are the boundaries? 
  • 28:10: The importance of transparency
  • 30:00: Customer service and data
  • 35:30: How can Service Hub be summarised? 

Outro - 37:20

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