Higher education institutions face an evolving set of challenges in delivering consistent, responsive, and student-centred services. From admissions and enrolment to alumni relations and academic support, the ability to manage student experiences efficiently and at scale is no longer a luxury — it's a necessity. This is where HubSpot Service Hub enters the picture. As a powerful, integrated customer service platform, it offers educational institutions a centralised way to streamline communication, automate workflows, and ultimately improve student satisfaction and retention.
In this article, we explore how HubSpot Service Hub meets the specific needs of higher education, enhancing operations across the entire student lifecycle.
TL;DR
Why Customer Service Matters in Higher Education
The Role of Customer Service Software
Key Features of HubSpot Service Hub for Higher Education
Use Cases in Higher Education
Addressing Common CRM Challenges in Higher Education
Subscription Options for Every Institution
Velocity: Your Partner in Higher Education Transformation
More Than Just a Support Tool
FAQs
HubSpot Service Hub is an AI-powered platform that centralises student support and boosts retention.
Poor service leads to student drop-offs; Service Hub enables consistent, scalable, and personalised support.
Oxford International could use it to manage global enquiries, automate communications, and improve engagement.
Key features include ticketing, live chat, knowledge base, automation, feedback tools, and analytics.
Use cases: admissions, student support, alumni relations, and IT services.
Solves CRM challenges: data silos, limited resources, complex stakeholders, and data compliance.
Flexible pricing for institutions of all sizes.
Velocity offers expert implementation, CRM customisation, training, and long-term support.
In the context of higher education, customer service refers to how institutions engage with their primary stakeholders — students, parents, alumni, and even prospective applicants. As the education sector becomes more competitive, ensuring a seamless and supportive experience for students is vital for attracting and retaining them.
Poor service delivery can damage an institution’s reputation, reduce enrolment numbers, and lead to negative word-of-mouth. In contrast, a well-managed support system can lead to:
Increased enrolment through positive experiences
Stronger alumni engagement
Higher student satisfaction and retention rates
Problem:
Oxford International Education Group serves a diverse and global student base across language, academic, and pathway programmes. With operations spanning multiple regions and educational services, managing student and agent communications becomes increasingly complex. Enquiries related to admissions, visa requirements, course options, and accommodation often originate from different countries, time zones, and platforms. Without a centralised system, the group risks delayed responses, inconsistent information, and fragmented support, which can negatively impact conversion rates and student satisfaction.
Solution:
By implementing HubSpot Service Hub, Oxford International could unify all its support and communication channels within a single platform. The ticketing system would allow teams to track, prioritise, and resolve enquiries efficiently — whether from prospective students, parents, or recruitment agents. A multilingual knowledge base could offer self-service resources on visa guidance, application processes, and campus life, reducing dependency on live support. Meanwhile, the live chat and automation tools would facilitate real-time assistance and timely follow-ups, enhancing responsiveness across time zones.
Furthermore, with integrated reporting and analytics, the organisation could identify trends in student enquiries, improve service delivery, and better allocate support resources across regional teams. The result: a scalable, consistent, and student-centric support model aligned with Oxford International’s mission to provide life-enhancing educational experiences globally.
The Role of Customer Service Software
Customer service software like HubSpot Service Hub enables educational institutions to manage these interactions more effectively. It provides a centralised system to:
Organise and respond to enquiries
Automate repetitive tasks
Store student data and case histories
Monitor support performance through analytics
When integrated with marketing and CRM tools, the Service Hub transforms into a fully-fledged student relationship management system.
In essence, HubSpot Service Hub is an AI-powered customer service solution designed to scale support operations and improve retention. It enables institutions to deliver personalised assistance at scale through tools like Breeze, an intelligent customer agent, and an AI-driven knowledge base that identifies content gaps and enhances self-service. Institutions can boost customer satisfaction scores using proactive features such as health scores and usage analytics, which promote better adoption. Underpinning it all is the HubSpot Smart CRM, which provides unified, real-time data to customer-facing teams, without the need for complex setup.
Track, categorise, and prioritise student queries — whether from prospective applicants asking about programmes or current students needing administrative assistance. The ticketing dashboard ensures nothing falls through the cracks and allows institutions to allocate resources efficiently.
Empower students to find answers independently with a customisable knowledge base. Include FAQs, how-to guides, and policy documents to reduce the volume of repetitive queries and free up staff for complex issues.
Engage students in real time through the live chat widget, available on your website or student portals. With a shared inbox across email, chat, and social channels, student support teams can manage interactions with full context and continuity.
Collect ongoing feedback from students to understand how well your institution is serving their needs. Tools like surveys and Net Promoter Score (NPS) help identify pain points and refine the student experience.
Automate routine tasks such as:
Sending follow-up emails after ticket resolution
Routing enquiries to the appropriate department
Triggering satisfaction surveys after key interactions
Automation is especially valuable for smaller admissions or support teams who need to do more with less.
With shared notes, ticket assignment, and internal commenting, cross-department collaboration becomes seamless — ideal for institutions where academic, IT, and support departments must work in sync.
Measure everything from average resolution time to ticket volume trends. These insights enable institutions to continuously optimise their support services and demonstrate ROI on operational improvements.
The table below provides a concise overview of the key features within HubSpot Service Hub and illustrates how each one delivers measurable value to higher education institutions.
| Feature | Function | Higher Education Benefits |
|---|---|---|
| Ticketing System | Centralises and tracks student support queries. | Ensures no enquiry is overlooked; improves response times during peak periods. |
| Knowledge Base | Hosts FAQs, how-to guides, and policies for self-service support. | Reduces support volume by empowering students to find answers independently. |
| Live Chat | Enables real-time assistance via web or app-based chat widgets. | Enhances student engagement with instant support; ideal for admissions and tech queries. |
| Conversations Inbox | Unifies email, chat, and social interactions in one shared space. | Promotes seamless cross-department communication and holistic student service. |
| Customer Feedback | Collects and analyses feedback through surveys and NPS tools. | Identifies pain points, drives service improvements, and increases student satisfaction. |
| Automation Tools | Automates workflows, follow-ups, and ticket assignments. | Saves staff time, supports smaller teams, and maintains consistent communication. |
| Collaboration Tools | Allows agents to assign, comment, and share notes on support tickets. | Fosters interdepartmental collaboration for complex stude |
HubSpot Service Hub offers versatile applications across the higher education landscape, enabling institutions to enhance operations, improve communication, and deliver exceptional support throughout the student journey. The following use cases illustrate how different departments can leverage the platform to drive meaningful outcomes.
HubSpot Service Hub helps admissions teams manage large volumes of queries during recruitment periods. From automating responses to FAQs to tagging priority enquiries, staff can focus on meaningful engagements with prospective students.
By integrating with a CRM, HubSpot allows institutions to offer personalised services based on student profiles, including academic history, programme of study, or previous queries.
Track alumni interactions and automate outreach campaigns for events, newsletters, or donation drives. Personalised touchpoints increase engagement and contribute to long-term institutional growth.
IT departments can use the ticketing system to respond to tech-related support requests, while campus services can manage facility maintenance requests efficiently within the same platform.
Despite their unique structures and goals, many higher education institutions face common challenges when it comes to implementing and managing CRM systems. The examples below highlight these issues and demonstrate how HubSpot Service Hub offers practical, scalable solutions.
HubSpot’s Smart CRM unifies data across departments, eliminating silos and creating a single source of truth for student information.
Automation and self-service tools reduce the burden on lean teams, making it easier to deliver high-quality support without additional staffing.
With clear reporting and dashboards, stakeholders — including governors and trustees — can access high-level overviews of student services and operational efficiency.
HubSpot complies with industry standards for data protection, a crucial requirement for institutions handling sensitive student and financial information.
HubSpot offers flexible pricing, making it accessible for institutions of varying sizes and needs:
Each level is scalable and can be upgraded as institutional needs evolve.
At Velocity, a Hubspot Diamond Solutions Partner, we understand the nuanced needs of higher education institutions. Our team specialises in deploying and customising HubSpot Service Hub to ensure seamless integration into your existing infrastructure. Whether you’re looking to boost student engagement, simplify admissions, or enhance alumni support, we offer end-to-end services including CRM implementation, automation strategy, analytics setup, and team training.
We are more than a vendor, we are your strategic partner.
HubSpot Service Hub is more than just a support tool — it’s a transformational platform for higher education. By centralising support, enabling automation, and delivering deep insights, institutions can enhance every touchpoint in the student journey.
Growth in higher education is hard — your systems shouldn’t make it harder. With HubSpot and Velocity, you can simplify, scale, and succeed.
Ready to elevate your student support systems? Book a free consultation with Velocity today.
HubSpot Service Hub is a customer service software platform that helps organisations manage and improve their support operations. It offers features such as ticketing systems, knowledge bases, live chat, customer feedback tools, and automation — all of which are integrated into HubSpot’s broader CRM system. For higher education institutions, this means a centralised platform to manage student enquiries, support services, and engagement at every stage of the student lifecycle.
HubSpot Service Hub helps universities streamline communications, automate administrative tasks, and improve student satisfaction. Institutions can use the platform to:
Handle high volumes of student support tickets
Provide self-service resources through a knowledge base
Monitor and improve service quality using analytics
Integrate support operations with admissions, enrolment, and alumni engagement initiatives
Yes. HubSpot offers a Free plan and an affordable Starter subscription that include core features like ticketing, live chat, and basic automation. These entry-level plans make it accessible for smaller colleges and departments with lean teams. As institutional needs grow, it’s easy to upgrade to more advanced plans.
Absolutely. HubSpot Service Hub integrates seamlessly with a wide range of tools commonly used in higher education, including:
Learning Management Systems (LMS)
Student Information Systems (SIS)
Communication platforms like Zoom and Microsoft Teams
External CRMs and reporting tools via Zapier, Salesforce, and more
These integrations ensure smooth data flow and operational continuity across departments.
Through features like automation, real-time communication, and feedback collection, HubSpot Service Hub enables institutions to deliver timely, personalised support. This responsiveness helps students feel heard and supported, which contributes to higher satisfaction and retention rates. The platform also allows proactive engagement strategies through automated reminders, alerts, and satisfaction surveys.
Yes. HubSpot is fully compliant with global data protection regulations, including GDPR. The platform includes robust security protocols, user permissions, and encryption to safeguard sensitive student and institutional data. For institutions concerned about compliance and data integrity, HubSpot offers transparency and accountability.
Yes. HubSpot Service Hub is ideal for maintaining and nurturing alumni relationships. It enables personalised communications, tracks engagement history, and supports fundraising campaigns. Automated workflows can be used to invite alumni to events, request donations, or share updates, all while maintaining accurate and segmented records.
At Velocity, we specialise in helping higher education institutions adopt and maximise HubSpot’s capabilities. Our services include:
HubSpot implementation and onboarding
CRM customisation for education workflows
Automation strategy and setup
Training and support for staff
Data analytics and reporting integration
We partner with your team to ensure HubSpot is configured to support your strategic objectives and deliver long-term value.