Case Study: HubSpot improves customer satisfaction and conversation clarity with Nicereply

How HubSpot handles support and sales of their customers

HubSpot, a Cambridge, MA–based B2B internet marketing company with about 785 employees, relies on its Customer Success Team to keep customers growing by being accessible, prompt, and detailed. Handling hundreds of email conversations weekly created a blind spot: when customers didn’t reply, the team couldn’t tell whether they’d been delighted or had simply moved on unsatisfied.

By integrating Nicereply with Front (in use since January 2016), HubSpot began collecting direct customer feedback on individual interactions, enabling immediate follow-up on negative signals and creating data to refine long-term support practices. The result: clearer insight into whether conversations resolve positively, faster corrective action when needed, and a steadily improving, more human customer experience that boosts satisfaction.

HubSpot