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Efficient support. Satisfied customers. One system.

Rethinking customer service - with burgdigital & the HubSpot Service Hub

The HubSpot Service Hub creates a clear basis for fast, structured and reliable customer support. We support you in modernizing service processes, relieving teams and offering customers a consistent service experience - across all channels.

HubSpot Service Hub: Customer request via chat with an order and a request to confirm the order

Increasing pressure in customer service

Why the Service Hub is so important right now

Service teams are under more pressure today than ever before: rising ticket numbers, increasing expectations, more channels, higher demands on speed and quality. With the HubSpot Service Hub, you create the basis for efficient, future-proof customer service - centralized, automated and measurable.

According to HubSpot, 75% of customer service employees experienced the highest ticket volume ever in 2024

"According to HubSpot, 75% of customer service employees experienced the highest ticket volume ever in 2024."

Shaun Benson, Marketing Manager, Agriflora Inc.

Efficient customer service, automated processes & maximum satisfaction

What exactly is the HubSpot Service Hub?

The Service Hub is HubSpot's central customer service solution. It combines helpdesk software, live chat, knowledge database, customer portal and automated workflows with the HubSpot CRM. The result: customer service that is more transparent, faster and consistently reliable - regardless of the channel.

Central functions of the HubSpot Service Hub

The most important service hub features at a glance

_01

Automation & ticket system

Automate recurring tasks with workflows and bundle requests centrally in the ticket system. This allows you to keep track of responsibilities, priorities and deadlines at all times.

_02

Knowledge database

Provide structured articles, videos and FAQs so that customers can find answers themselves. This reduces standard inquiries and noticeably relieves your service team.

_03

Customer portal

Enable customers to create tickets themselves, provide documents and view the processing status at any time - transparently and easily traceable.

_04

Omnichannel messaging

Combine email, chat and other channels in a single inbox. Your team works across channels and delivers consistent responses.

_05

Livechat & Calling

Offer real-time support via live chat and make calls directly from the CRM. Inquiries, chats and calls are automatically assigned and seamlessly documented.

_06

CRM, reporting & feedback

All customer information is centralized in HubSpot CRM. Dashboards, evaluations and feedback surveys show how service quality, satisfaction and processes are developing.

Focus on target groups

For whom is the HubSpot Service Hub the right choice?

Whether B2B, e-commerce, service provider or SaaS - the Service Hub can be flexibly adapted to your setup and is particularly useful for companies that

  • have to process many inquiries via different channels every day
  • bring support, sales and marketing closer together
  • noticeably speed up internal coordination channels
  • set up lean and scalable service processes
  • ensure a consistent customer experience across all touchpoints
Health score in the HubSpot Service Hub for evaluating customer relationshipsService_Hub_-_Health_Score

Before and after at a glance

What the HubSpot Service Hub changes in your day-to-day service work

Field of application Before With HubSpot Service Hub
Request management Multiple tools, little overview Central helpdesk view
Responsibilities Unclear processes Automated routing logic
Speed dependent on dependent on persons standardized SLAs
customer experience variable quality Clear, consistent communication
reporting hardly measurable transparent dashboards
teamwork confusing Structured collaboration

Your partner for the HubSpot Service Hub

Why burgdigital is the right partner for your HubSpot Service Hub

With burgdigital, you have a team at your side that thinks technology, processes and strategy together. We not only support you in setting up the Service Hub, but also ensure that your setup fits your processes, goals and teams - from the initial concept to ongoing operation.

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Technology, processes & strategy in one team

We combine in-depth technical understanding (ERP, e-commerce, API integrations) with process expertise in customer service and CRM.

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Customized setup instead of standard solutions

Your service hub maps your actual processes - not the other way around. We configure ticketing, workflows and roles to fit your company perfectly.

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Holistic perspective

We always view service as part of the entire customer journey - from marketing and sales to after-sales and success teams.

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Certified HubSpot Solutions Partner

You benefit from best practices, direct HubSpot knowledge and an experienced implementation team that has already implemented numerous HubSpot projects.

Service Hub in practice

How modern customer service works with the HubSpot Service Hub

The video gives a quick overview of the most important functions of the HubSpot Service Hub: ticketing, automation, knowledge database, live chat and CRM integration. Ideal for understanding in just a few minutes how modern customer service can be structured.

57 %

higher ticket completion rate after 6 months with the HubSpot Service Hub

72 %

of service managers state that customer lifetime value has increased

39 %

less time spent closing tickets with HubSpot customer service tools

You too can benefit!

How UrbanDesign benefits from HubSpot!

The integration of HubSpot has considerably improved the furniture retailer's customer interaction and business processes and significantly increased both efficiency and transparency.

The services provided by burgdigital at UrbanDesign include a mobile-first design concept and the XcalibuR furniture configurator.

Digital expertise - trends & success stories

Your entry into modern service processes

More clarity, more structure - discover the HubSpot Service Hub

Get an in-depth overview of the possibilities of the HubSpot Service Hub. We will show you how central service processes become more efficient, which functions are particularly worthwhile and how you can develop your customer service sustainably.

News from the digital world

Answers to frequently asked questions about the Service Hub

FAQ about the Service Hub from HubSpot

For which companies is the HubSpot Service Hub particularly suitable?

The Service Hub is suitable for companies that want to process many customer inquiries in a structured manner, bundle multiple channels (email, chat, telephone, forms) and manage service, sales and marketing on a shared database - whether B2B, B2C or SaaS.

How does the introduction of the Service Hub with burgdigital work?

To begin with, we analyze processes and systems, develop a setup concept and set up the service hub based on this. This is followed by integration, testing, training and the go-live. Depending on the scope, a project usually takes between a few weeks and several months.

Which existing systems (store, ERP, ticket or CRM tools) can be connected?

We typically integrate store systems (e.g. Shopware), ERP and merchandise management systems, existing CRM or ticket solutions, telephone systems and marketing tools. Whether a connection is possible depends on the available interfaces and data formats - we clarify this during the initial consultation.

What happens to existing customer data and tickets when I switch to the Service Hub?

Relevant customer, contact and ticket data can be migrated to the Service Hub in a structured manner. Together, we define which data should be transferred and how it should be mapped so that histories remain traceable and teams can continue to work seamlessly.

Can the HubSpot Service Hub be expanded step by step at a later date?

Yes, many companies start with a clearly defined use case - such as ticketing or a knowledge database - and then expand the service hub to include additional channels, automation and integrations. The setup is designed from the outset in such a way that subsequent expansion is possible without disruption.

Together we realize your visions!

Employee photo
Marcel Plaß
Senior Project Manager

marcel.plass@burgdigital.de
Employee photo
Pia Niemann
Project Manager

pia.niemann@burgdigital.de