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Customer Service

Turn your support operation into a retention engine. Faster resolution, happier customers, and revenue you don't have to re-acquire.

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SERVICE OPERATIONS

Is your support team protecting the revenue your sales team worked to close?

Acquiring a customer costs 5–7x more than retaining one. Yet most B2B companies invest heavily in sales and marketing while running service on spreadsheets and shared inboxes. We build customer service operations that protect your revenue base and turn satisfied customers into expansion opportunities.

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WHY MO FOR SERVICE

Service that protects revenue and drives expansion — not just closes tickets

We design customer service operations as a revenue function, not a cost centre. Every process, automation, and metric is built around customer retention, satisfaction, and expansion potential.

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Revenue-connected service

Service data connects to deal data in HubSpot. Your team sees which accounts are at risk, which are primed for expansion, and where churn signals are appearing — before it's too late.

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Automated ticket routing

Tickets route to the right team member based on issue type, priority, account tier, and SLA status. No manual triage. No tickets sitting in a shared inbox.

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SLA management

Response and resolution time SLAs are configured, tracked, and escalated automatically. Your team knows what's urgent before it becomes a complaint.

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Knowledge base

A searchable, structured knowledge base that deflects common tickets and empowers customers to self-serve. Fewer repetitive queries. Faster resolution for complex ones.

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Customer feedback loops

NPS, CSAT, and CES surveys triggered at the right moments — with automated follow-up based on scores. You hear from customers before they churn, not after.

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Full customer context

Service agents see the complete customer history — deals, marketing interactions, previous tickets, account health — in one view. No asking the customer to repeat themselves.

Service operations designed around the customer journey, not just ticket volume

Most service teams are measured on ticket volume and resolution time. Those metrics matter — but they miss the bigger picture. We design service operations around the full customer lifecycle: onboarding, adoption, retention, and expansion. That means your service team isn't just resolving issues — they're identifying at-risk accounts, surfacing expansion signals, and feeding intelligence back to sales and product teams. Service becomes a strategic function, not a reactive one.

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Connected to your revenue operation, not isolated from it

When service data lives in a separate system, your sales team doesn't know about unresolved issues and your marketing team sends campaigns to frustrated customers. We build service on HubSpot Service Hub — connected to Sales Hub and Marketing Hub — so every team sees the same customer. Account health scores, NPS data, and ticket trends are visible to everyone who needs them. The result is a customer experience that feels unified, not departmental.

See our service framework
THE REALITY

Without Structured Service Ops / With MO Agency

The difference between a service team that protects revenue and one that just handles complaints is operational infrastructure.

Without Structured Service Ops

  • Shared inbox chaos — Customer emails sit in a shared inbox. Nobody owns them. Responses are inconsistent. Issues get missed. Customers follow up asking "has anyone seen this?"
  • No SLA visibility — There are no defined response or resolution times. High-value customers wait the same amount of time as trial users. Escalations happen when the customer complains, not before.
  • Disconnected from revenue — Service data lives in a separate system. Sales doesn't know about active issues. Marketing sends upsell campaigns to frustrated accounts. Nobody has the full picture.
  • Repetitive queries consume capacity — Your team answers the same questions every day. There's no knowledge base, no self-service, and no deflection strategy. Agent time is wasted on issues that shouldn't need a human.
  • Churn signals go undetected — Customers leave and nobody saw it coming. There's no feedback loop, no health scoring, and no early warning system for at-risk accounts.

With MO Agency

  • Automated ticket management — Every customer query becomes a tracked ticket, routed to the right person, with priority, SLA timer, and full account context. Nothing gets lost.
  • SLA-driven operations — Response and resolution SLAs are defined by account tier, issue type, and priority. Automated escalation ensures commitments are met before breaches occur.
  • Unified customer view — Service Hub connects to Sales and Marketing. Every team sees the same customer history, open issues, and health signals. Cross-functional context is built in.
  • Self-service and deflection — A structured knowledge base handles common queries. Chatbots route simple requests. Your agents focus on complex, high-value issues that actually need a human.
  • Proactive retention signals — NPS and CSAT surveys, ticket volume trends, and health scores surface at-risk accounts early. Your team acts before the customer starts shopping for alternatives.
OUR APPROACH

How we build customer service that protects and grows revenue

A structured methodology that connects service operations to the broader revenue engine.

Service Operations Audit

We review your current service setup — tools, processes, ticket volume, resolution times, customer feedback, and team structure. We identify where customers are being underserved and where operational improvements will have the biggest impact.

Service Blueprint Design

We design ticket pipelines, routing rules, SLA tiers, escalation paths, and knowledge base architecture. Every process is mapped before anything is configured.

Service Hub Implementation

HubSpot Service Hub is configured with ticket pipelines, automation, SLA management, knowledge base, feedback surveys, and reporting dashboards — connected to your Sales and Marketing Hubs.

Knowledge Base & Self-Service

We build a structured knowledge base covering your most common queries, with search optimisation and chatbot integration for ticket deflection.

Training & Launch

Your service team is trained on the new system — ticket management, SLA workflows, knowledge base maintenance, and reporting. Launch is controlled with defined KPIs from day one.

Optimise & Expand

Monthly reviews track resolution times, customer satisfaction, ticket deflection rates, and account health. We continuously refine processes and expand self-service capabilities.

WHAT WE DELIVER

The infrastructure behind world-class B2B service

From ticket routing to customer health scoring — every component is designed to protect revenue and improve the customer experience.

Ticket Management & Automation

Automated ticket creation, routing, prioritisation, and escalation. Every customer query is tracked, assigned, and resolved within SLA.

Knowledge Base & Self-Service

A structured, searchable knowledge base that deflects common queries and empowers customers. Chatbot integration routes simple requests without agent involvement.

Customer Feedback & Health Scoring

NPS, CSAT, and CES surveys with automated follow-up. Account health scores that surface at-risk customers before they churn.

Service Reporting & Analytics

Resolution time dashboards, SLA compliance reports, agent performance metrics, and customer satisfaction trends. The data to run service as a strategic function.

CASE STUDIES

Trusted by leading brands

B2B SaaS Company

Implemented HubSpot Service Hub for a B2B SaaS company — reducing average resolution time by 55% and improving customer NPS from 32 to 67 within six months.

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Technology Services Firm

Built a knowledge base and chatbot integration that deflected 40% of incoming tickets, freeing the support team to focus on complex, high-value account issues.

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Enterprise Software Company

Designed a customer health scoring system that identified at-risk accounts 60 days before churn — enabling proactive outreach that saved £1.2M in annual recurring revenue.

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TESTIMONIALS

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Reviews from the HubSpot Partner Directory. View them all.

Frequently Asked Questions

Do we need HubSpot Service Hub for this?

We strongly recommend Service Hub because it connects natively to Sales Hub and Marketing Hub — giving every team a unified view of the customer. If you're already on HubSpot for sales or marketing, adding Service Hub is the most efficient way to build a connected service operation. If you're evaluating service tools, we can advise on whether Service Hub fits your requirements.

Can you migrate us from another service platform?

Yes. We regularly migrate teams from Zendesk, Freshdesk, Intercom, and other service platforms to HubSpot Service Hub. The migration includes ticket history, knowledge base content, SLA configurations, and automation workflows. See our Migration service for details on our data migration methodology.

How long does a service implementation take?

A focused Service Hub implementation — ticket pipelines, routing, SLAs, and core automation — typically takes 6–8 weeks. A comprehensive engagement that includes knowledge base build, chatbot configuration, feedback loops, and health scoring runs 10–14 weeks. Timeline depends on the complexity of your service model and the volume of knowledge base content required.

How do you connect service data to our revenue operations?

Service Hub sits on the same HubSpot CRM as your Sales and Marketing Hubs. This means ticket data, customer feedback, and health scores are visible on company and contact records that sales and marketing teams also use. We build custom properties, reports, and dashboards that surface service intelligence — like account health trends, open issue volume, and NPS by account tier — for revenue teams.

How much does customer service implementation cost?

A core Service Hub implementation starts from R60,000 / £3,000. Comprehensive implementations with knowledge base, chatbot, feedback surveys, and health scoring typically range from R120,000–R200,000 / £6,000–£10,000. Ongoing service operations support is available on retainer from R25,000 / £1,250 per month. We scope the engagement after the service operations audit.

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