Focusing on the customer experience is one of the differentiators that can boost a company's reputation and results. After all, the better the experience during your customers' purchasing journey, the more satisfied and willing to recommend your products and services they will be.
Based on this assumption, having intuitive automation tools that facilitate your internal and external processes is essential to ensure that the relationship between your brand and its customers is as healthy and sustainable as possible.
In this post, you will discover how the Hubspot CRM can be your best ally in caring for its customers.
What you will see in today’s content
- What HubSpot is and how it covers communication, acquisition, conversion, and post-sales.
- How the Customer Platform organizes hubs integrated with Smart CRM and connects data and history.
- What the free CRM lets you do and how paid plans unlock advanced automations.
- How to decide what to implement first by mapping the journey and choosing the most critical hub.
- Automation tools and why they help keep data clean and processes organized.
- Sales Hub features to automate activities and make the sales process smoother.
- Marketing Hub features for marketing strategies, content, SEO, and reporting.
- How Service Hub structures support, centralizes conversations, creates tickets, and enables self-service.
Good reading!
How HubSpot CRM improves the customer experience
A focus on customer experience can strengthen a company’s reputation and results, especially when the buying journey is simpler, integrated, and consistent. HubSpot brings customer communication into a platform with hubs connected to the Smart CRM, keeping contacts, history, and data in one place. You can start with HubSpot’s free CRM and move to paid plans as the operation grows, unlocking automations and advanced capabilities without losing data. To implement it well, it helps to map the journey, choose the hub that removes the most friction, and plan what depends on a subscription.
- Map the journey and choose the hub that removes the most friction at the most critical stage.
- Define in the plan what will be done with free features and what depends on a subscription.
- Automate sales routines such as notifications, prospect follow-up, emails, and meeting scheduling.
- Centralize contacts, history, and data to reduce rework and give teams more context.
What is HubSpot?
First of all, let's understand what HubSpot actually is. This is software that involves all areas of communication between a company and its customers. Covering everything from the first contacts that a potential customer may have with your brand, to the processes of capturing and converting leads and the follow-up carried out during post-sales.
The HubSpot Customer Platform brings its tools together in hubs connected to the Smart CRM, such as Marketing, Sales, Service, Content, Operations, and Commerce. This keeps contacts, interaction history, and data in one place, so teams can work the full journey with more context and less rework.
The free HubSpot CRM lets you start at no cost with core contact and deal management, with user and record limits defined by the platform. As your operation grows, paid plans unlock more advanced automation and capabilities while keeping your data in the same Smart CRM.
A simple way to decide what to implement first is to map the journey and pick the hub that removes the most friction at the most critical stage. The HubSpot products overview helps clarify how Marketing, Sales, and Service connect to the CRM and how other hubs fit as operations mature.
To avoid scope surprises, document which parts will be covered with free tools and which require a subscription, especially advanced automation, scoring, and deeper reporting. This improves customer experience without committing your team to capabilities that are not yet included in your plan.
Automation Tools
Every company that aspires to grow needs an automation software platform that can keep up with that growth. Allowing your customer data and other important information to always be available to your teams in a clean and well-organized way.
In view of this, having automation tools that enable more human and meaningful communication between your customers and your company is essential not only for the growth of your business, but it is equally important to foster digital transformation in all areas of society, from the provision of services to the ways in which we interact.
Today, it is clear that consumer habits have changed and the way we sell has also had to change. It has become more intimate and assertive, and that is precisely why we have to adapt our strategies to keep them updated and dynamic.
This is something that HubSpot understands very well, and through its free CRM and the other tools it makes available, it is possible to make its customers' experience simpler and more pleasant. Thanks to its automation functionalities that we will see below:
HubSpot Sales Hub Features
With HubSpot Sales Hub you can make your sales process much more fluid, automating the receipt of notifications, monitoring your prospects, automating email sending, recording documents, scheduling meetings and many other features.
Check below the impact that automation tools have on optimizing your processes and increasing productivity:
More accurate reporting analysis
With your sales processes properly integrated into HubSpot's CRM, you will have a much more comprehensive view of each stage of your customers' purchasing journey, as well as which of your employees have achieved the best results. Furthermore, you will also be able to rely on solid data to identify bottlenecks and better understand which actions are more or less efficient.
Intuitive activity log
Count on an automated and simplified information recording system to keep your customer data always up to date. No more feeding the system manually; With this tool, all information entries from your contacts, such as email exchanges, documents, calls and other tasks, are recorded in each contact's history.
Get a complete view of your opportunities and results
With HubSpot's CRM well fed with your customer data, your teams will be equipped with valuable insights and information to identify the best customer conversion and retention opportunities.
On accounts with predictive lead scoring, HubSpot uses machine learning models to estimate a contact’s likelihood to close based on CRM data and history. On other plans, prioritization can be done with manual criteria and scoring models available for the selected package.
SEE TOO:
- Why should you use HubSpot as a CRM
- What is Hubspot? See how the tool will help your company
- HubSpot CRM how to use it? Everything you need to know
HubSpot Marketing Hub Features
Now that we've talked about Sales Hub, it's HubSpot Marketing's turn. This was the first software created by HubSpot and is an essential tool for developing marketing strategies.
With HubSpot Marketing, you have a variety of tools that can be automated and optimized for the needs of your company and your customers, ranging from tools for capturing and retaining customers to other features that facilitate the creation of marketing strategies. Content, Social Networks, SEO, email Marketing, among many others.
Reach the right customers with Digital Content Marketing
In Marketing Hub, the SEO area includes what was previously labeled as “Content Strategy”, making it easier to organize topics and optimizations in day to day work. This helps keep alignment between content planning, search intent, and ongoing improvements over time.
Target your content more assertively
Count on organizational tools to follow your customers' entire purchasing journey and know the right time to forward your content to each customer at different stages of the journey. Captivate your customers and drive them through Flywheel and make them the main promoters of your brand and products.
Have important data about your campaigns at hand
With HubSpot Reports, you have full control over your marketing actions, whether individually or when you need to purchase more complex campaigns. Through these reports, you will be able to determine what really works for your company and how to increase your numbers.
Hubspot Service Hub and the customer experience
In Customer Experience, Service Hub helps you structure support and relationship building across the journey, with interactions logged in the CRM and more consistent service processes. This improves context in every conversation and reduces friction when customers switch channels or stages.
Through it, you will have much more organization to control and optimize your contacts and will be able to offer a much more constructive experience for both your customers and your company.
Simplify communication with your customers
In Service Hub, the conversations inbox centralizes messages from connected channels like email and chat, and keeps history tied to the contact in the CRM. This makes triage, routing, and ongoing support easier without losing context.
With a complete record of interactions between your company and your customers, you will be able to analyze your communications in full and also have a complete view of how these interactions translate into ticket numbers created.
Ticket creation
By creating tickets in HubSpot's CRM, you can assess your customer satisfaction based on their service history. This way, you will be able to measure whether your solutions are efficient and identify points for improvement in your processes.
More efficient self-service
Count on HubSpot to create a Knowledge Base and produce rich content for your customers to resolve your doubts faster.
Adapt your answers according to your customers' needs and facilitate access to solutions to problems and other possible questions that your target audience may have.
In addition, the Knowledge Base also allows customers of other companies to find your solutions through search engines.
Summary: HubSpot offers a wide range of solutions for companies that need to automate their processes and are looking for smarter solutions to meet their customers' demands. From sales, marketing and customer service, HubSpot has specific tools to optimize each of the processes.
Want to know more about how to use Hubspot and its tools? Check out our other article for some tips on how to automate your workflows.
Frequently asked questions about HubSpot CRM and its hubs
What is HubSpot?
HubSpot is software that covers all areas of a company’s communication with its customers, from the first contact to lead capture and conversion and post-sales follow-up.
What is HubSpot’s Customer Platform and how is it organized?
HubSpot’s Customer Platform organizes resources into hubs integrated with Smart CRM, such as Marketing, Sales, Service, Content, Operations, and Commerce, keeping contacts, history, and data connected in one place.
What does HubSpot’s free CRM allow you to do?
HubSpot’s free CRM lets you start at no cost with essential contact and deal management features, with user and record limits defined by the platform.
When does it make sense to consider paid plans?
It makes sense to consider paid plans when the operation grows and needs to unlock automations and advanced capabilities while keeping data in the same Smart CRM.
How do you decide which hub to implement first?
A simple way is to map the journey and choose the hub that removes the most friction at the most critical stage, prioritizing improvements without increasing rework.
What does Sales Hub help automate in the sales process?
Sales Hub helps automate notifications, prospect follow-up, email sending, document logging, and meeting scheduling, among other routines.
What is the benefit of integrating sales processes into HubSpot CRM?
Integrating processes into the CRM provides a broader view of each stage of the buying journey, helps identify bottlenecks, and supports understanding which actions are more or less efficient based on data.
How does activity logging work in HubSpot CRM?
Activity logging is automated and simplified, recording items such as email exchanges, documents, calls, and other tasks in each contact’s history to keep data up to date.
What is predictive scoring and how does it appear in HubSpot?
In accounts with predictive scoring, HubSpot uses machine learning models to estimate the likelihood that a contact will close based on CRM data and history; in other plans, prioritization can be done with manual criteria and scoring models compatible with the contracted package.
What is Marketing Hub for?
Marketing Hub is a tool for building marketing strategies, with resources that can be automated and optimized for the company’s and customers’ needs, including Content Marketing, Social Media, SEO, and Email Marketing.
What changes in the SEO area within Marketing Hub?
In Marketing Hub, the SEO area brings together features that previously appeared as “Content Strategy,” helping organize topics and optimizations more clearly in daily work.
How does Service Hub contribute to Customer Experience?
Service Hub helps structure support and relationship management throughout the journey, with interactions recorded in the CRM and more consistent support processes, improving context in each conversation and reducing noise between teams.
What is the conversations inbox in Service Hub?
The conversations inbox centralizes messages from connected channels such as email and chat and keeps the history associated with the contact in the CRM, making triage, team distribution, and continuity easier.
How do tickets work in HubSpot CRM?
Creating tickets makes it possible to assess satisfaction based on support history, measure whether solutions are efficient, and identify process improvement points.
What does the Knowledge Base help solve?
The Knowledge Base helps create content so customers can resolve questions faster, adapt answers to customer needs, and make it easier to access solutions for issues and other questions.
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