Using Breeze by HubSpot with Service Hub

Businesses need to provide fast, reliable, and personalized support to meet ever-growing customer expectations. But with increasing customer demands, many service teams struggle to keep up while maintaining quality. This is where Breeze by HubSpot transforms customer service operations, using AI to enhance support efficiency, automate routine tasks, and improve customer satisfaction.

In this blog post, we'll explore the Service Hub updates powered by Breeze AI and how they can help your service teams deliver exceptional support experiences while working smarter.

Why AI is Essential for Modern Customer Support

Customer service teams today are under pressure to resolve issues quickly and accurately while juggling multiple customer touch points. However, repetitive tasks, such as answering common questions, writing responses, and updating customer records, can overwhelm service reps, leading to slower response times and lower customer satisfaction.

Breeze by HubSpot addresses these challenges by automating routine support tasks and providing AI-driven insights. This allows service teams to focus on high-priority issues and complex customer needs, while Breeze handles repetitive queries, recommends responses, and summarizes conversations.

Breeze AI for Service Hub: Key Features and Benefits

1. Breeze Customer Agent: AI-Powered Chatbot for 24/7 Support

The Breeze Customer Agent is an AI-powered chatbot designed to handle routine customer inquiries, providing instant support and reducing the workload on human agents. This agent uses your knowledge base, blog content, and website information to deliver accurate responses, without making up information.

Key Features:

• Automated Responses: Breeze Customer Agent responds to common customer questions using approved content from your knowledge base or blog.
• Instant Issue Resolution: By automating routine queries, the chatbot helps resolve customer issues instantly, improving response times.
• Seamless Escalation: When complex queries arise, the agent routes the conversation to a human team member, ensuring that no customer issue goes unresolved.

Example Use Case:

A customer reaches out via live chat with a question about their recent order. Instead of waiting for a human agent, the Breeze Customer Agent instantly provides the relevant answer by pulling information from your knowledge base. If the issue is more complex, it escalates the case to a live support rep.

2. AI-Generated Customer Responses: Speed Up Support with AI

Writing responses to customer inquiries can be time-consuming, especially when dealing with repetitive questions. Breeze AI can automatically generate responses to customer inquiries, saving your team hours of manual work while maintaining quality and accuracy.

Key Features:

• Automated Response Suggestions: Breeze analyzes the conversation and suggests AI-generated replies based on knowledge base content, prior conversations, and the context of the inquiry.
• Tone and Style Matching: The AI-generated responses are designed to match your brand’s tone and style, ensuring consistency across all customer interactions.
• Multi-Channel Integration: These responses can be used across live chat, email, and help desk channels.

Example Use Case:

A customer submits a question about troubleshooting a product. Breeze analyzes the query and suggests a response based on relevant help articles, saving the agent time while ensuring the customer gets the right answer quickly.

3. AI Call and Conversation Summaries: Simplify Agent Workflows

Keeping track of long conversations and calls can be challenging for service teams, leading to incomplete notes and missed follow-ups. Breeze AI solves this by automatically summarizing calls and conversations, providing concise snapshots of each customer interaction.

Key Features:

• Call Summaries: After each customer call, Breeze generates a detailed summary, highlighting key points and follow-up actions.
• Conversation Summaries: Breeze also creates summaries of email or live chat interactions, making it easier for agents to review and take action.
• Actionable Insights: In addition to summaries, Breeze recommends follow-up actions based on the conversation context, ensuring agents know the next steps.

Example Use Case:

After a lengthy customer support call, Breeze generates a concise summary of the conversation and suggests follow-up tasks for the agent, such as updating the customer’s account information or sending a follow-up email.

4. Post-Call Follow-Up Recommendations: Never Miss a Step

Follow-up is critical in customer service, but it’s easy for agents to overlook important details after a busy day of calls. Breeze by HubSpot ensures that every call is actioned by providing post-call follow-up recommendations.

Key Features:

• Actionable Recommendations: After a customer call, Breeze analyzes the conversation and recommends follow-up actions, such as sending a thank-you email, escalating the issue, or scheduling a follow-up call.
• CRM Integration: These recommendations are automatically linked to the customer’s CRM record, ensuring that all actions are documented and tracked.

Example Use Case:

A customer calls in with a complex issue that requires further investigation. After the call, Breeze provides a follow-up recommendation, suggesting the agent send a thank-you email and log a ticket for the engineering team to investigate the problem further.

5. AI Assistant in Inbox: Boost Response Times Across Channels

Manually responding to customer inquiries across multiple channels can slow down your service team’s response times. With Breeze’s AI Assistant in Inbox, service agents can quickly generate responses, edit existing text, and even modify the tone of messages for a better customer experience.

Key Features:

• Quick Response Generation: Breeze suggests replies for customer inquiries, allowing agents to respond faster without sacrificing quality.
• Tone Adjustments: Agents can modify responses to match the customer’s tone, whether it needs to be formal, friendly, or neutral.
• Multi-Channel Support: The AI assistant works across email, live chat, and help desk channels, streamlining communications no matter where the inquiry comes from.

Example Use Case:

A customer reaches out via email with a product question. Breeze generates a suggested reply based on similar inquiries, saving the agent time while ensuring the customer receives a timely and accurate response.

The Benefits of Breeze AI for Customer Support Teams

By integrating AI into HubSpot’s Service Hub, Breeze helps customer support teams streamline operations, improve response times, and enhance the overall customer experience. Here are the key benefits:

1. Faster Response Times

• With Breeze AI handling repetitive inquiries and generating responses, service agents can respond to customers more quickly, improving satisfaction and reducing ticket resolution times.

2. Improved Agent Productivity

• Breeze automates many manual tasks, such as writing replies and summarizing conversations, freeing up agents to focus on complex issues that require a human touch.

3. Consistent and Accurate Responses

• AI-generated responses are based on your approved content, ensuring accuracy and consistency across all customer interactions, regardless of the channel.

4. Enhanced Customer Satisfaction

• With AI taking care of routine issues, your support team can resolve queries faster, leading to higher customer satisfaction and loyalty.

5. Better Follow-Up and Escalation

• Breeze AI recommends follow-up actions after each call or conversation, ensuring that no issue is left unresolved and that customers feel valued and heard. 

Example AI Prompts for Service Teams Using Breeze

Here are some practical AI prompts to help your service team get started with Breeze in the Service Hub:

• "Generate a response to this customer inquiry using our knowledge base."
• "Summarize the latest call with [customer] and recommend follow-up actions."
• "Suggest a reply for this customer’s troubleshooting question."
• "What’s the best next step for this unresolved customer ticket?"
• "Write a follow-up email for a customer support call I just had with [customer]."

These prompts will help service teams streamline their workflows and improve efficiency using Breeze AI.

How Breeze AI is Transforming Customer Support in HubSpot’s Service Hub

With Breeze AI, HubSpot’s Service Hub is empowering customer support teams to work more efficiently and deliver better service experiences. From automating routine queries to providing detailed conversation summaries and follow-up recommendations, Breeze ensures that service teams can focus on what matters most—resolving complex issues and building strong customer relationships.

If you're ready to see how Breeze AI can elevate your customer service operations, contact us today to learn more about how it can transform your service team’s performance.

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