State of Service Hub Download HubSpot's Report on 1,400 Businesses about Service Hub

Report Highlights

• 90% of businesses reported that customer service expectations are at an all-time high.
• Most customer service leaders don’t have the resources to meet these expectations. 
• CSAT is one of the most important KPIs.
• 60% of high growth respondent reported the use of a help desk
• Leveraging CRM and help desk is correlated with higher growth in 2021.
• 91% of respondents agreed that HS help desk system increases productivity (the largest across all tools). 
• 95% agreed that the CRM powers their entire customer experience by centralizing customer data — better collaboration and coordination of work. 
• 79% of customers are smarter and better informed than in the past. 
• 85% of respondents reported that customers are more likely to share reviews (eitehr positive or negative) now than in the past