Entrepreneur Jim Rohn once said, “If you make a sale, you can make a living. If you make an investment of time and good service, you can make a fortune.” It should go without saying that customers are the most important part of your business. The product or service you are selling might be amazing, but without customers there to buy it, it means nothing.
Keeping those customers happy and providing a personalized experience for them is at the forefront of HubSpot’s Service Hub. If you want to support, retain, and grow your customer base, then connecting all of your service data and channels through HubSpot is the answer!
Do you know everything your smartphone can do? Probably not. Now imagine if upon purchasing your next phone someone spent 2-3 months walking you through all of its features and functions. The extent to which you would be able to take advantage of all its capabilities would be immense.
The same is true of choosing to onboard following your purchase of HubSpot’s Service Hub. Without onboarding, you risk missing out on realizing the full potential of your purchase. With onboarding, you ensure every employee is on the same page beginning day one and becomes familiar with the software and all it has to offer.
While the choice of whether or not to onboard is an easy one (big YES), the choice of how to onboard can be more difficult. There are two options to consider:
First up: onboarding with HubSpot directly.
When you choose to onboard directly with HubSpot, you will work with your own dedicated consultant to make sure your team understands and properly implements the software. Most of the heavy lifting will be done by your own team, with the consultant serving very much as a guide, not a doer.
Here’s what you can expect when you choose to onboard with HubSpot for their Service Hub:
This initial stage is about learning the fundamentals of the hub. If this were a summer basketball camp, this would be the “learning to dribble and pass” portion. Nothing in this phase goes too in-depth, but without all of the necessary installing, connecting, importing , and configuring, your team would not be able to use the product properly.
This setup phase is not particular to the Service Hub, but is required anytime you use HubSpot to onboard. Some of the areas you’ll receive guidance on in this stage include:
The following three stages will involve the completion of three primary goals. These goals can vary from company to company, but in general they tend to revolve around delighting customers and improving their overall experience.
If you’re not delighting your customers, then there’s a good chance they’ll find someone else who will. Research has shown that people are actually willing to pay more for a product or service from a company that is known to offer excellent customer service. If you choose to onboard with HubSpot, one of your three primary goals should be similar to this sample. Here’s what to expect with a goal like this one:
Bottom line: things should be simple for your customers. If you make finding answers and troubleshooting easy for them, they will appreciate it. Who doesn't want that? A goal revolving around this concept would receive guidance on the following:
Improving your customer support is one of the main (if not THE main) reasons for purchasing HubSpot’s Service Hub. This goal should be mandatory for almost all companies. Here’s what to expect when receiving guidance on a goal like this:
Following the completion of your three selected primary goals, your onboarding process is essentially complete. During this period, HubSpot will work with you to determine appropriate future goals to ensure that you are getting the most value out of your Service Hub purchase.
While onboarding with an agency partner will be similar to onboarding with HubSpot as far the end goal is concerned, here are some advantages to the former:
As previously mentioned, onboarding with HubSpot is going to involve the company itself doing much of the heavy lifting. If this is not something a company is willing or prepared to do, then a better option would be to onboard through a HubSpot agency partner.
Many partners offer tiered HubSpot onboarding options (e.g. basic, premium) that allow a company to choose how much of the work they want to do themselves. Selecting a premium onboarding plan with a HubSpot agency partner would essentially free up your company from performing all the tasks that would be required of them with an onboarding plan from HubSpot itself.
The bandwidth, goals, and overall capabilities of each company are different. To make sure that your company gets the most out of the onboarding experience, you need a highly customized setup plan that is tailored to your company; this is only going to happen when you onboard with an agency partner. Bottom line: if you want to feel special, then onboard with an agency partner.
If you’re considering hiring a marketing agency to work with in the future, then this is the perfect opportunity to build a relationship. Not only would an onboarding process establish rapport and familiarity, but it would also give you a chance to evaluate if this agency would be a good fit for future collaboration.
They say good things come in threes. Let’s see:
Why RevPartners? We are implementation specialists who believe in:
Don’t bet on amateurs. Experience the power of veteran RevOps professionals that specialize in HubSpot.