HubSpot has recently kickstarted a service that it launched back in 2018. Called Service Hub, it provides small-to-medium sized business with cloud-based contact center features and functions at a very popular price. Following its “free-to-fee” formula, Hubspot has created a cloud-based portal through which customers can log their issues as “tickets” that can be assigned to the proper individual, “team member” and tracked through HubSpot’s core CRM system. More expensive tiers go far beyond this Help Desk-like offering.

Service Hub is  a gateway to a range of services that strongly resemble a modern CCaaS (Contact Center as a Service) offering. Following a “free-to-fee” model that tops out at $1,200/mo for 10 users, companies can deploy a broad set of resources that includes, among other things, “conversational bots” that can create a ticket and route customers to a service rep or navigate them to a knowledge based article. As noted in this article by Don Fluckinger in TechTarget, HubSpot has also forged a relationship with Twilio to support voice calls.

Big Demand for Conversational Cloud Services Among SMBs

The re-launch of Service Hub coincides with impressive growth in spending on HubSpot’s existing roster of services. The company’s top line revenues grew 32% in 2021, from $883 million (YE 2020) to $1.3 billion (YE 2021). During that year, its monthly revenue per client grew from $790 to $875. That’s a 15% growth in monthly revenue attributed primarily to increased demand for “Professional and Enterprise products [and] product upgrades by existing customers.

The launch of Service Hub portends a boost in revenue that could be as high as $1,200 per month for Service Hub. That would be extreme. Still organic growth of $85 in 2021 is not out of the question and would mark a successful effort by HubSpot to help small businesses incorporate chatbots, voicebots and intelligent routing for a relatively small price. The “Starter” package carries a $50/mo price for 2 users. The $400/mo “Professional” package supports five users and adds sophisticated operational and administrative capabilities, including the ability to handle payments, custom reporting, knowledge management and video services.

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