Case Study: Unific achieves higher customer happiness and streamlined support with HubSpot Service Hub

Unific's HubSpot Built Help Desk

Unific is a mid‑market ecommerce technology company that builds HubSpot integrations for online merchants. Before adopting Service Hub they relied on a third‑party chat tool with no ticketing, leaving 100–200 live, unsegmented conversations at once, buried issues, slow responses and lost high‑value customers.

Unific deployed HubSpot Service Hub to create a streamlined help desk with chat bots, a knowledge base, ticketing, automation for routing and escalation, and feedback tracking. The new system improved cross‑team visibility, reduced ticket volume, normalized CES, and raised agent feedback scores from 4 to 5.85 while enabling proactive NPS follow‑up and faster, prioritized support.

Unific

Doug Dotts

Unific