Skip to content

Customer Retention Strategies: Leveraging HubSpot's Service Tools

November 14, 2023

Discover insider strategies to boost customer retention using HubSpot's service tools. Learn how to enhance loyalty and create lasting relationships.
Customer Retention Strategies: Leveraging HubSpot's Service Tools

Discover the insider strategies that BBD Boom employs to minimise customer turnover and maximise loyalty with HubSpot's robust service toolkit. Drawing from our hands-on experience and success stories, we'll guide you through the practical steps to transform your customer retention rates using the same powerful tools that have propelled our client relationships to new heights.

Understanding the Importance of Customer Retention

In your journey to long-term success, focusing on customer retention is key. By nurturing relationships with your valued customers, you can significantly reduce customer churn and increase your revenue. These retention strategies are all about implementing tailored tactics and tools to keep your clients satisfied and committed to your brand. What's even better? Retaining your current customers proves to be more cost-effective than constantly acquiring new ones. 

As Adam Lewis, Co-Founder and Solutions Architect here at BBD Boom says:

"Our tailored approach to customer service is not just about resolving issues but about creating an environment where churn is not an option. We empower our clients with the tools and strategies to foster enduring customer loyalty, ensuring that every interaction is an opportunity to solidify a lasting relationship." 

Take a look at Yardlink's case study. Their story is a testament to the power of retention, demonstrating how focusing on customer experience can lead to remarkable outcomes. 


What You Can Do to Increase Retention

In today's highly competitive market, attracting new customers is crucial, but keeping them is even more vital. Customer retention directly impacts profitability, as returning customers are more likely to make frequent purchases and are often willing to spend more. Let's explore a variety of strategies that can help businesses boost customer loyalty and ensure their clients return time and again.

  1. Exceptional Customer Service: The cornerstone of any retention strategy is providing exceptional customer service. Quick responses, personalised interactions, and helpful resolutions can make customers feel valued and understood, leading to positive relationships.

  2. Personalisation: Tailor your offerings and communication to align with individual customer preferences. By analysing customer data, you can send personalised recommendations, targeted promotions, and relevant content that resonates with your audience.

  3. Loyalty Programs: Reward your loyal customers with points, discounts, or exclusive access. These incentives motivate repeat purchases and enhance the customer experience.

  4. Continuous Engagement: Keep customers engaged by staying in touch through emails, newsletters, and social media. Offer valuable information, ask for feedback, and share updates to remind them of the benefits of doing business with you.

  5. Customer Feedback Loop: Regularly solicit feedback and implement improvements based on the insights you receive. Showing that you listen to your customers' concerns helps build trust and demonstrates your commitment to their satisfaction.

  6. Proactive Problem Resolution: Instead of waiting for customers to complain, identify and resolve issues before they arise. Proactively addressing potential challenges builds confidence in your brand.

  7. Customer Service Software Solutions: Modern customer service software, like HubSpot Service Hub, can be pivotal in implementing these strategies effectively. By integrating customer service software like HubSpot Service Hub into your retention strategy, your business can seamlessly deliver superior service, ensure continuous engagement, and proactively tackle customer issues. It empowers your team to provide a consistent, high-quality experience that keeps customers satisfied and loyal.

Screenshot 2024-05-02 at 14.15.55

Overview of HubSpot's Service Hub Tools

HubSpot's Service Hub is a customer service software designed to scale support and drive retention. It’s AI-first, omni-channel, and connected to marketing and sales data on a unified customer platform. 

Tools to Scale Support

Service Hub enables you to gain valuable insights into your customers, monitor their engagements, and provide tailored service experiences that encourage repeat business. Strengthen your customer connections and cultivate a devoted customer base that propels your business towards success with the following tools:

1. Help Desk and Ticketing: Empower your reps to manage and resolve tickets in an AI-first workspace. 360-degree intelligence is built right into every interaction.

2. Knowledge Base: Help customers help themselves, and reduce your number of support requests.

3. Omni-Channel Messaging: Meet your customers wherever they are by accessing multiple channels in the inbox and seamlessly switching between them.

4. Call Tracking: Receive inbound calls from your customers and track them in HubSpot.

5. AI-Powered Chat: Automatically route users to the right people on your support team, or set up your own GPT-powered chatbot to help your customers instantly.

6. SLA Management: Manage your support team at scale with advanced SLAs that increase rep efficiency and customer transparency.

7. Team Management: Keep your team organised and nimble by ensuring every rep can access the right tools.

8. Mobile Inbox: Stay productive on the go with the tools you need to collaborate and deliver agile support.

9. Automate Support: Eliminate unnecessary manual processes so your team can focus on solving customer problems.

Image Source

Tools to Drive Retention

Employing a mix of tools to oversee customer success can lead to a fragmented customer experience, potentially resulting in revenue loss. By leveraging Service Hub, you can pinpoint opportunities for upselling or cross-selling, monitor customer satisfaction trends, and align marketing, sales, and service efforts to proactively drive customer retention using the following tools:

1. Customer Success Workspace: Manage your book of business and drive proactive customer retention with customer health scores and product usage insights. 

2. Feedback Management: Create NPS, CSAT, CES, and custom surveys to gather critical customer feedback.

3. Conversational Intelligence: Capture details from calls and unlock coaching opportunities with AI-powered insights.

4. Customer Portal: Empower customers to get the help they need through a secure customer portal that keeps track of their support tickets and helps reduce time to resolution.
5. Fully Integrated Smart CRM: Automatically track customer details and interactions with your business in one source of truth that’s accessible to your whole team.
6. Service Analytics: Uncover key insights with out-of-the-box reports that help you deliver efficient, authentic service.

By integrating these tools into your customer service strategy, you can create a more responsive, attentive, and personalised service experience that can significantly enhance customer relationships.

At BBD Boom, we don't just implement HubSpot's Service Tools; we optimise them to align with your unique business needs, creating a service experience that not only retains customers but turns them into advocates for your brand.

Want to see how it works? 

Get Your Demo

Leverage HubSpot's Knowledge Base for Customer Support

Unlocking the potential of HubSpot's knowledge base can transform your customer support. Craft a robust knowledge base to empower customers to troubleshoot independently. This knowledge base should encompass articles, FAQs, and tutorials for addressing common queries with step-by-step guidance.

Here at BBD Boom, we understand the power of information. That's why we've created our comprehensive Knowledge Base, to provide our clients with a wealth of resources at their fingertips.


It is important to be diligent about keeping the knowledge base accurate, up-to-date, and easily accessible. The organisation into categories and the integration of search functionality make finding relevant content a breeze, while regular updates and expansions help to maintain its usefulness.

Personalised Support with HubSpot's Ticketing System

Maximise the potential of HubSpot's ticketing system to streamline your customer service and provide better support to your customers. Centralise inquiries, track progress, and ensure timely solutions. With this tool, you can offer efficient, personalised support, boosting satisfaction and retention.

Simplified user interface in HubSpot showing the help desk interface with various views of customer conversations and tickets

Image Source

To harness the full capabilities of HubSpot's ticketing system, it's essential to establish clear procedures for handling enquiries. With HubSpot's help desk you can provide your team with a tailored workspace, offer omni-channel support and elevate customer satisfaction. With advanced SLAs and routing capabilities, effectively managing your expanding support team and surpassing customer expectations has never been simpler.

Regular analysis of ticket data is another cornerstone of effective customer service. This can help you pinpoint and address recurring customer issues. The ongoing analysis leads to continuous improvement, helping you to refine your strategies and provide even better support to your customers.

Offer Self-Service with HubSpot's AI Chatbot

HubSpot's AI chat feature is an invaluable asset for boosting customer engagement. It can qualify leads, book meetings, or surface answers to common customer questions from your knowledge base, so your marketing, sales, and customer service teams have more time to focus on the conversations that demand the most attention.

HubSpot chatflow builder UI showing different chatflow options, including chatbots

Self-service has never been easier. Your AI chatbot will promptly address enquiries, and in cases where it lacks certainty, it seamlessly hands over the conversation to a member of your team.

Improving Service with HubSpot's Feedback Surveys

HubSpot's feedback surveys are a strategic advantage for deepening customer engagement and uncovering growth opportunities. By having a dedicated team to analyse responses, you ensure that feedback is promptly and effectively used to inform improvements. Integrate these surveys to capture initial impressions and detailed insights, personalising follow-ups to show customers they are heard.

Use the insights from feedback surveys to understand customer preferences better and tailor your services accordingly. This active engagement with customer feedback is crucial for the continuous enhancement of your offerings and service strategies, leading to a more refined customer experience and stronger brand loyalty.

If you're eager to explore the potential of customer survey features, simply click here to embark on your journey.

View of the analytics of HubSpot's feedback tool.

Image Source

Address Customer Needs with Health Score

With HubSpot's Customer Success Dashboard and Health Score feature you can drive proactive customer value, increase retention, help reduce churn, manage renewals and prioritise outreach. 

Simplified HubSpot UI showing the customer success workspace with various views and information

Image Source

This is your goldmine of data where you can discover essential insights on product usage to anticipate and prevent potential issues, or quickly assess health trends. Utilising the customer success workspace makes it simpler than ever to proactively cater to your customers' needs, all within a centralised platform.

Ready to Transform Your Customer Experience? 

Embrace the journey to exceptional customer service with BBD Boom and HubSpot. Whether you're looking to reduce churn, enhance retention, or streamline your service operations, our expert team is here to guide you every step of the way. Don't just satisfy your customers—delight them and turn them into lifelong advocates for your brand. Let's build a future where every customer interaction becomes a success story.

Click below to book your FREE HubSpot Demo:

hubspot demo

Scroll buttonchevron-iconcultureopinionSearchwork