Service Hub
Fast answers for customers, full context for your team
What’s included
The tools in Service Hub
Help desk
Email, chat and form requests in one queue, routed to the right person.
Customer Agent
Resolves routine questions and hands off with the whole conversation.
Knowledge base
Articles your customers and the Customer Agent can both use.
Customer portal
A place for customers to follow their requests and find answers.
Feedback surveys
Ask how you did after every conversation, and track it over time.
Service reports
Response times, backlog and satisfaction, by team and channel.
How it works
Support that grows with you and stays personal
Customers get quick answers, and your team spends its time where a person makes the difference.
Let the Customer Agent take the routine questions
It answers from your help content and the customer’s records, in chat and email. You decide the topics it covers and when it hands off to a person.
- Answers from your approved help content
- You choose the topics it takes
- Hands off with the whole conversation
See the whole customer before you reply
Every ticket shows orders, plan, past conversations and open deals, so customers never have to explain twice.
- Orders, plan and open deals on every ticket
- Past conversations in one timeline
- No need to ask customers twice
Customer AgentAnswers the routine questions
Replies in chat and email from the help content and records you allow.
Knows when to stop
Hands anything sensitive or new to the right queue, with a short summary.
Your team stays in charge
People take over, edit replies and see every conversation in the review queue.
TRUSTED BY TEAMS IN BANKING, RETAIL, MANUFACTURING AND SOFTWARE
Illustrative customers for this demo.
Customer stories
Remarkable results, in every industry
Banks, retailers, manufacturers and software companies grow with Hourglass.
Illustrative stories for this demo.
“Our relationship managers see every product, conversation and service request for a business on one record. The Data Agent tells them which owners to call this week, and why.”
Daniel Okafor
Head of Relationship Banking, Allica Bank
27%
more cross-sell conversations per relationship manager
6 weeks
from kickoff to the first team live
“We build segments from what people actually bought, online or from a café that stocks our cups, not from who opened an email. The Campaign Agent drafts the whole plan, and we spend our time on the offer instead of the setup.”
Sam Whitaker
Head of Ecommerce, KeepCup
31%
more repeat orders
4x
faster campaign builds
“Quotes, orders and dealer conversations used to live in three systems and a lot of inboxes. Now our sales team and our dealers work from the same account record, and quotes go out the same day.”
Grace Haddad
VP of Dealer Sales, Suzuki
34%
faster quote turnaround
3
legacy systems retired
