WEBITMD NEWSLETTER VOL.31

THE LATEST FROM HUBSPOT

In this edition of our newsletter, we have some important updates to share. We'll be discussing how HubSpot ensures your data remains secure and how Service Hub Enterprise can enhance your customer service capabilities. Here's the scoop:

STORING SENSITIVE DATA IN HUBSPOT

Big news: Enterprise HubSpot customers can now turn on the ability to store standard sensitive data inside of HubSpot. This option is now available exclusively for Sensitive and HIPAA-related data. 

Types of data that this pertains to: 

• Personal Data
• Sensitive Data
• HIPAA (US-Specific)
• Highly Sensitive Data (Private Beta coming soon!)

Sensitive Data

Sensitive data, such as demographic information, personal identifiers like driver's licenses or social security numbers, and demographic attributes including race or sexual orientation, require rigorous protection. HubSpot supports the secure management of this data with comprehensive features tailored for privacy and compliance. These features include encryption to safeguard data both at rest and in transit, finely tuned access controls that limit who can view or edit sensitive information, and tools that help organizations comply with global privacy regulations such as GDPR.

HIPAA Data

This option is specifically designed to ensure that your customer service operations meet HIPAA standards, but it requires opting into the beta (see image above). If you handle protected health information (PHI), this feature adds an extra layer of security to your data management processes, ensuring that your interactions remain compliant with relevant health privacy laws. To access this beta feature, you'll need to enable it in your settings, and it's important to note that this is an opt-in process to better safeguard sensitive health information.

Highly Sensitive Data (private beta coming soon!)

Highly sensitive data includes personal identifiers like social security and passport numbers, financial details such as bank and credit card numbers, and protected health information under HIPAA. HubSpot enhances security for such information with advanced encryption, strict access controls, and features that ensure compliance with regulatory standards, protecting against unauthorized access and ensuring data is handled safely within its secure environment.

HOW TO OPT IN

Customers can easily opt-in via the Product Update section in-app and request beta. We've added some instructions for you below. Feel free to contact us if you have any inquiries regarding the implementation of these new features!

SERVICE HUB ENTERPRISE

Help Desk Workspace

• Unified Interface: Combines tickets and conversations in one place for a streamlined experience.
• Real-Time Updates: Tickets and new messages update instantly in the ticket list view.
• Enhanced Discovery: Improved features for organizing, searching, and filtering tickets make navigation simpler.

Scale Support for Large Teams

• Customizable SLA: Enhanced customization options for any ticket property to improve reporting, coaching, and alerting.
• Capacity and Skills-Based Routing: Ensures tickets are directed to the appropriate support rep at the right time.
• Workforce Management Tools: Native settings and APIs for user objects to set availability and automate support team scheduling.

Omnichannel Communication

• Integrated Calling Features: Includes IVR phone trees and simultaneous ringing for up to 100 agents.
• In-App Messaging: Mobile SDK support to assist customers through the app.
• API Integration for Messaging: Allows integration of any messaging channel via API.

AI Assistant for Support Reps

• Real-Time Reply Recommendations: AI provides suggestions based on ticket context to reduce response times.
• AI Call and Conversation Summaries: Assist with warm transfers and ticket reassignment.
• Multi-Language Support: AI capabilities support multiple languages, enhancing efficiency for global customer bases.

AI Agent and Self-Serve Tools

• AI Chatbot/Agent: Capable of responding to customers, creating tickets, looking up knowledge base articles, and resolving tickets.
• CMS-Grade Knowledge Base Editing: Addressing community ideas and allowing for multiple knowledge bases to manage content across different brands or internal needs.

Customer Success Workspace

• Business Management Tools: Manage customer relations and drive proactive value from within HubSpot.
• Customer Health Scores: Evaluate churn risk and prioritize outreach based on data-driven insights.
• Product Usage Insights: Track and report on product interaction through custom event syncing.

WHAT IT MEANS FOR EXISTING SERVICE HUB USERS

• Streamlined Operations: Experience a more efficient way to handle customer interactions, leading to faster response times and better organization.
• Enhanced Security: Improved data protection measures ensure your sensitive information is safe and compliant with regulations.
• Optimized Customer Service: Utilize advanced tools to provide a personalized and efficient customer service experience.
  
  

READY TO TRANSFORM YOUR REVOPS?QUESTIONS ABOUT HUBSPOT?

From initial planning to ongoing optimization, our team is here to ensure you make the most of these new enhancements. Contact us if you have any questions.

👀 TLDR: HubSpot's Service Hub Enterprise now features a unified Help Desk workspace, real-time updates, advanced team management tools, enhanced omnichannel communication, and AI-driven efficiency boosts. Additionally, it offers robust sensitive data management with top-notch security and compliance features.

Best Regards,
WEBITMD TEAM