Maximizing ROI With HubSpot Service Hub: Best Practices for 2025

Have you ever had a disappointing customer interaction, such as approaching a store employee who seemed too busy or uninterested to help? This is an all-too-common situation that leaves a lasting negative impression and often deters customers from returning.

Customer support is just as critical for online businesses today. In fact, according to Zendesk's 2025 Customer Service Trends Report, 73% of consumers will switch to a competitor after multiple bad experiences, and over half will leave after just one. A consistent, positive customer experience isn’t just nice to have—it’s essential for retention and maximizing ROI.

In our last blog, we explored onboarding new customers using HubSpot Service Hub. This time, we’re diving into best practices for maintaining those relationships, focusing on proactive customer engagement and experiences that drive satisfaction.

1. Streamline Customer Support With Automation

Your support agents play a vital role in ensuring every client feels valued. By automating repetitive tasks, you enable them to focus on high-priority interactions. Key automation features in HubSpot Service Hub include:

• Ticket Routing: This feature automatically assigns support tickets to the right team or agent based on criteria such as issue type, customer tier, or skills, ensuring faster resolution.
• Ticket Automation: Automate tasks like follow-ups or escalations. For example, unresolved tickets can be escalated or reassigned automatically.
• Conversation Automation: Use chatbots to handle FAQs or gather initial information before handing off to a live agent, saving time and reducing wait times.
• Automated Feedback Collection: Automatically send surveys, such as CSAT or NPS, after interactions to gather real-time insights and improve service quality.

2. Empower Customers With a Knowledge Base for Self-Service

Save time and empower your customers by offering a well-organized library of help articles, FAQs, and guides. HubSpot lets you:

• Build a branded knowledge base using its CMS editor.
• Organize content into categories and optimize it with relevant search terms.
• Convert frequently asked support questions into help articles automatically.
• Track which articles customers have viewed, ensuring your team avoids duplicating efforts.

This self-service approach reduces reliance on your support team while enhancing customer satisfaction.

3. Scale Customer Support With Breeze, HubSpot’s AI-Powered Expert

HubSpot’s AI, Breeze, enables round-the-clock support and efficiency. Breeze includes:

• AI Agents: Engage with customers instantly on your website, handling issues before they require human intervention.
• Knowledge Training: Quickly train Breeze using your existing knowledge base, blogs, or FAQs to deliver accurate, personalized responses.
• Insights Generation: Breeze can analyze customer behavior to suggest new content topics or improve existing resources.

By offloading repetitive tasks to AI, your team can focus on resolving complex issues while maintaining a personal touch.

4. Leverage Reports and Analytics for Continuous Improvement

HubSpot Service Hub provides robust reporting tools that track key metrics, helping you refine your service strategies. Some metrics include:

• Team Performance: Track ticket resolution times, chat wait times, and customer wait times.
• Planning: Monitor rep availability, working hours, and peak support times.
• Customer Interactions: View reply counts and activity to better manage workloads.

These insights allow you to identify bottlenecks, improve workflows, and enhance the customer experience.

5. Utilize Customer Health Scores

A Customer Health Score helps you evaluate your clients’ overall relationship with your business, factoring in metrics like product usage, engagement, and feedback. HubSpot allows you to:

• Combine data from multiple sources for a holistic view of customer health.
• Assign weightings to metrics based on their importance, such as prioritizing product usage over website activity.

This helps you proactively address at-risk customers and foster loyalty among your best clients.

6. Integrate Service Hub With Sales and Marketing

HubSpot’s Service Hub integrates seamlessly with its Sales and Marketing tools, creating a unified platform for your team. Benefits include:

• Streamlined Onboarding: Ensure a smooth handoff from sales to service, creating a cohesive customer journey.
• Cross-Department Insights: Service teams gain access to customer history, purchase data, and ongoing deals for more personalized support.
• Better Collaboration: Unified data across departments improves communication and retention efforts.

To Conclude…

By leveraging HubSpot Service Hub strategically, businesses can transform customer service from a cost center into a growth engine. In 2025, the game-changer won’t just be solving customer problems—it’ll be delivering proactive, personalized experiences that build lasting loyalty.

The businesses that view service as a critical touchpoint for engagement—not just a reactive function—will stay ahead of the curve and drive stronger ROI.