Managing Customer Service with HubSpot
Posted: Thu Dec 26, 2024 8:28 am
If you’re looking for a customer support solution that’s efficient, easy to use, and can integrate with the rest of your tools, then look no further than HubSpot’s Service Hub . If you’re already using HubSpot, Service Hub is easy to activate. You can start using it straight away.
In this post, we’ll explore how you can manage your customer support using HubSpot’s chatbots and ticketing system.
Using Tickets in HubSpot
A ticket is a request for help from a customer or user. Users can typically create tickets themselves if they're using a software solution you provide, or you can create them based on customer requests that come in through other channels.
HubSpot's ticketing system lives in Service Hub. This system allows you to manage your support requests efficiently, directly through your HubSpot CRM , so you can access each user's information alongside their service request. You can start using this system immediately if you're already using HubSpot.
Here's what creating a ticket in Service Hub looks like:
HubSpot Ticket
Each ticket can be associated with a pipeline as well as other properties within your HubSpot database. These can include different categories within your customer service oman telegram users mobile phone number list operation, as well as companies you may be associated with. For example, you can associate a ticket with deals or a specific contact, which would allow you to see that contact's entire history with your organization.
Once created, a ticket looks like this:
Email customer from Tickets-1
In this ticket, the user is requesting support because they forgot their password. Here, you can see how long the ticket has been open, the ticket history, the current status of the ticket, and more information such as the user's contact information.
You can manage your entire customer support operation directly through the HubSpot dashboard. If you have a relatively small business with few tickets coming in, this may be all you need. But if you need a systematic approach to managing customer support requests, you can use HubSpot's tools to schedule customer support work and track requests over time.
ticket-ESFor example, you can create a Kanban board to get a bird’s-eye view of new tickets as well as the process of tickets that have already been submitted. This makes it much easier to keep track of tickets that require your attention. It also creates a clearer delineation between tickets and internal tasks.
Tickets can even be categorized based on their priority. In the image above, some tickets are categorized as “high,” while others are categorized as “medium.” This helps you and your team members plan your days based on tickets that need to be closed sooner rather than later.
HubSpot’s customer service system also has a wide range of applications. It’s especially useful for software vendors, but can be applied to almost any customer service program you can think of.
You can even use the system to gain high-level insights into your support program. HubSpot’s analytics make it easy to identify customer service trends, track your support capacity, and more.
If you're receiving a large number of tickets about a specific issue with your product or service, that could indicate that there's a serious problem. Likewise, if tickets remain open for long periods of time without being resolved, it could mean that it's time to expand support capacity.
Building a knowledge base
Tickets are just one way to provide great support to customers through HubSpot. You can also use HubSpot to build a knowledge base for customers to find answers to common questions.
A knowledge base is a collection of documents that provides information on a particular topic. In customer support, a knowledge base can be used to provide solutions to common problems or to give customers instructions on how to use your product or service.
Knowledge bases are typically built for customer self-service. However, a knowledge base can also be used to provide customer support agents with information on how to best help customers.
In this post, we’ll explore how you can manage your customer support using HubSpot’s chatbots and ticketing system.
Using Tickets in HubSpot
A ticket is a request for help from a customer or user. Users can typically create tickets themselves if they're using a software solution you provide, or you can create them based on customer requests that come in through other channels.
HubSpot's ticketing system lives in Service Hub. This system allows you to manage your support requests efficiently, directly through your HubSpot CRM , so you can access each user's information alongside their service request. You can start using this system immediately if you're already using HubSpot.
Here's what creating a ticket in Service Hub looks like:
HubSpot Ticket
Each ticket can be associated with a pipeline as well as other properties within your HubSpot database. These can include different categories within your customer service oman telegram users mobile phone number list operation, as well as companies you may be associated with. For example, you can associate a ticket with deals or a specific contact, which would allow you to see that contact's entire history with your organization.
Once created, a ticket looks like this:
Email customer from Tickets-1
In this ticket, the user is requesting support because they forgot their password. Here, you can see how long the ticket has been open, the ticket history, the current status of the ticket, and more information such as the user's contact information.
You can manage your entire customer support operation directly through the HubSpot dashboard. If you have a relatively small business with few tickets coming in, this may be all you need. But if you need a systematic approach to managing customer support requests, you can use HubSpot's tools to schedule customer support work and track requests over time.
ticket-ESFor example, you can create a Kanban board to get a bird’s-eye view of new tickets as well as the process of tickets that have already been submitted. This makes it much easier to keep track of tickets that require your attention. It also creates a clearer delineation between tickets and internal tasks.
Tickets can even be categorized based on their priority. In the image above, some tickets are categorized as “high,” while others are categorized as “medium.” This helps you and your team members plan your days based on tickets that need to be closed sooner rather than later.
HubSpot’s customer service system also has a wide range of applications. It’s especially useful for software vendors, but can be applied to almost any customer service program you can think of.
You can even use the system to gain high-level insights into your support program. HubSpot’s analytics make it easy to identify customer service trends, track your support capacity, and more.
If you're receiving a large number of tickets about a specific issue with your product or service, that could indicate that there's a serious problem. Likewise, if tickets remain open for long periods of time without being resolved, it could mean that it's time to expand support capacity.
Building a knowledge base
Tickets are just one way to provide great support to customers through HubSpot. You can also use HubSpot to build a knowledge base for customers to find answers to common questions.
A knowledge base is a collection of documents that provides information on a particular topic. In customer support, a knowledge base can be used to provide solutions to common problems or to give customers instructions on how to use your product or service.
Knowledge bases are typically built for customer self-service. However, a knowledge base can also be used to provide customer support agents with information on how to best help customers.