Revolutionizing Customer Support for Senior Living: Mastering Service Hub Series Ep 5

Welcome to our written recap of Episode 5 in the "Mastering HubSpot's Service Hub" series. In this episode, host Paul Schmidt is joined by SmartBug's resident senior living expert, Jackie Pfriender, to discuss how senior living organizations can improve their customer support using HubSpot's Service Hub. 

If you're an operator, marketer, or sales leader in the senior living industry, this episode is for you. It’s packed with insights on how Service Hub can centralize your support operations and elevate the quality of care you provide.

Continue reading for a full breakdown of the episode, or you can watch the full episode here.

What Is HubSpot's Service Hub?

First, let’s break down what HubSpot's Service Hub offers. As a suite of customer support and success tools, Service Hub is designed to enhance your customer support capabilities in a variety of ways:

• Help desk and omnichannel support: Service Hub provides a centralized platform for all customer interactions, allowing your senior living team to manage and respond to inquiries across different channels seamlessly.
• Ticketing system: Particularly useful in senior living, this feature allows organizations to manage maintenance requests and other support issues efficiently. With a unified ticketing system, teams can track and resolve issues faster, leading to increased resident satisfaction.
• Live chat and knowledge base: Service Hub includes a live chat feature and a knowledge base for storing essential documentation. A well-maintained knowledge base provides easy access to common information, reducing the strain on your support team. 
• Surveying systems: Understanding quality of care is crucial in senior living. Service Hub's survey tools enable you to monitor resident and family satisfaction, helping you stay ahead of the competition by continuously improving your services.
  
  

Why Should Senior Living Organizations Consider Service Hub?

Senior living organizations face unique challenges when it comes to customer support, often relying on a mix of disparate tools. Jackie and Paul discuss three main reasons why senior living communities are turning to Service Hub:

1. Lack of Centralized Support

Many organizations struggle to see all the information they need at the same time because they’re using multiple tools (e.g., Zendesk, Salesforce, other help desk solutions ...). This fragmentation leads to inefficiencies and communication breakdowns. Service Hub offers a unified platform, centralizing all support functions to streamline operations. 

2. Desire for Proactive Engagement with Residents and Families

Many senior living organizations tend to be reactive in their communication with residents and families. With Service Hub’s features such as ticketing, live chat, and more, you’re set up for better communication and faster resolution of issues, directly impacting resident satisfaction. Jackie emphasizes, "Families want real-time answers. Service Hub gives our clients the ability to provide that quick support, showing they care."

3. Lack of Insight

Without clear information on how residents feel, what’s working well, and how employees are doing, it's tough to know if your organization is on the right track, and many senior living organizations find themselves guessing as to how they’re performing. Service Hub brings everything together into one place, so you can see exactly where your organization’s strengths are and which things need more attention.

How Service Hub Helps Streamline Senior Living Operations

Jackie and Paul delve into specific ways Service Hub can be a game changer for senior living communities. 

How does HubSpot's Service Hub ensure HIPAA-compliant data storage?

HubSpot's Service Hub is designed with security and privacy in mind, including features that help senior living organizations maintain HIPAA compliance. By providing secure data storage and robust access controls, the platform ensures that sensitive resident information is safeguarded. Regular audits and encryption protocols further support compliance, offering peace of mind for facilities managing health data.

What strategies can senior living communities use to streamline resident management through Service Hub?

To streamline resident management, senior living communities can centralize all interactions and resident data within HubSpot's Service Hub. This includes using the ticketing system for maintenance requests, creating resident profiles for personalized support, and implementing automated communication workflows to keep families informed, ultimately improving operational efficiency.

How can Service Hub help prioritize and address maintenance issues effectively?

Service Hub's ticketing system allows staff to log, prioritize, and track maintenance issues in a centralized dashboard. By assigning tickets based on urgency and setting up automated reminders, teams can ensure that critical issues are addressed promptly, enhancing resident satisfaction.

How can technology such as HubSpot's Service Hub transform the customer support experience for residents and their families?

HubSpot's Service Hub consolidates all support channels, allowing staff to respond quickly and efficiently. It also offers features such as live chat, a knowledge base, and automated surveys, which keep residents and families informed and provide a seamless support experience. The ease of access to information and real-time communication transform how communities address resident and family needs.

"By building a robust knowledge base, you're not just saving time for your support team; you're creating a resource that brings peace of mind to families." —Jackie Pfriender

How does AI fit into the picture in Service Hub?

AI plays a significant role in Service Hub by automating routine tasks and providing data-driven insights. For example, AI-powered chatbots can handle common inquiries, freeing up staff to focus on more complex issues. AI can also analyze support interactions to identify trends and areas for improvement, helping senior living organizations refine their support strategies.

What are some specific use cases where automated workflows in Service Hub can save senior living organizations time and resources?

Automated workflows in Service Hub can be used for tasks like sending appointment reminders, updating resident profiles, and triggering follow-up surveys after maintenance requests. By automating these repetitive processes, organizations save valuable time and ensure consistency in communication, allowing staff to focus on providing quality resident care.

How can HubSpot's Knowledge Base be leveraged to empower staff and residents and reduce the number of repetitive questions and inquiries?

A well-structured knowledge base serves as a self-service resource for both staff and residents, containing answers to common questions, guides, and policies. By making this information easily accessible, senior living communities can empower residents and families to find answers independently, significantly reducing the volume of routine support inquiries.

"The knowledge base is key for families. They need to feel empowered with information at any time, and Service Hub makes that possible." —Jackie Pfriender

Elevate Your Resident and Family Satisfaction with Service Hub

HubSpot's Service Hub offers senior living organizations a robust suite of tools to centralize and streamline customer support operations. By adopting Service Hub, you can enhance communication, address issues more efficiently, and, ultimately, provide a higher level of care to your residents.

If you’re looking to increase move-ins and resident satisfaction with HubSpot’s robust capabilities, check out our Senior Living CRM to learn how SmartBug can configure your HubSpot instance for your organization’s unique needs.