Leading customer relationship management (CRM), HubSpot has released a new and improved Service Hub, a customer service software enabling companies to prioritise the customer experience with an easy and connected platform.

The cost of acquiring new customers is between 5 and 25 times more expensive than retaining existing ones, according to Harvard Business Review, which validates the relationship between investing in customer service and improved customer experiences, retention and profitability.

With Service Hub, teams can transform feedback insights into actionable customer journey improvements, while customisable tools and views help drive team efficiency. By helping companies find better ways to manage requests, customers are no longer left feeling unhappy or unheard.

“Consumers tolerate poor customer experiences and end up feeling overlooked and disappointed far too frequently. Combatting this is why we originally launched Service Hub, which has since evolved to include all new features that strengthen the customer experience and provide authentic interactions that not just satisfy the customers’ needs, but delight them too,” HubSpot director of success for Japan and Asia Pacific, Sabina Sobinina said.

“We know almost every customer (93%) is more likely to make repeat purchases with companies who offer excellent customer service, which is why it’s so important that teams have a unified understanding of customers. We’re genuinely delighted to further empower businesses to deliver genuine, connected, customer-centric experiences.”

Key features of Service Hub include customer portals which keep ticket conversations going between customers and representatives; service level agreement (SLA) management tools to prioritise incoming requests based on importance; mobile inboxes for teams on the go with tools for collaboration; and inbound calling (beta) for teams to receive calls to a mobile device and track inbound calls from customers in the HubSpot CRM platform.