What we did
We decided to maximise the HubSpot Service Hub to fulfil our needs.
When we finished our Service Hub revamp, we launched a campaign to encourage our clients to hop on board and make the most of this fantastic tool. With all these fantastic efforts combined, we've created a well-oiled machine where streamlined processes and effective collaboration take the spotlight.
Knowledge base
We populated our Knowledge Base with various articles providing detailed answers on common issues or processes that our customers encounter.
Customer portal
We set up our customer portal to allow our clients to be able to access our customer support system. Customers are able to create new tickets, as well as view the status of existing tickets.
Tickets
We spruced up our ticketing system within HubSpot and pushed for the use of our support inbox, instead of emailing a specific team member. As well as this, we set up automations to help remind the team and the customer the status of the service ticket.
After setting up the basics, we took our pipeline to the next level with some awesome customisation. Adding automation really helped us get our customer service into top gear. We seamlessly integrated our ticket pipeline with Slack and ClickUp, making communication and task management a breeze.
Feedback and reporting
To make sure we were hitting the mark, we created a feedback survey to get some valuable insights on how our new systems were working for everyone. Wanting to stay on top of things, we set up a slick reporting dashboard that gives us real-time data and analytics.
The challenges
One of the central challenges came through the integration with our task management system, ClickUp.
When integrating with HubSpot, tickets had to be created manually in ClickUp and this was a big time consumer for the team. However, after we started this project, ClickUp announced an integration with HubSpot that would allow tasks to be created automatically through workflows. This also came with an issue though - to create a task in HubSpot it had to be linked to a deal. To fix this, we created a workflow so when a ticket was created, this created a deal in a dummy pipeline, and this then created a task to follow up in ClickUp.
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Another challenge we faced was that through that integration there is no easy way of transferring the deal owner to the ClickUp task. You can create tasks from templates though, so we created a template for each staff member in ClickUp, and created a task from the relevant template in our HubSpot workflow depending on the deal owner.
The results
Not only were we able to lessen the bottleneck on our CEO Ryan, but we were also able to improve our customer service experience.
Fewer customers were reaching out to us because of our in depth knowledge base, but those that were reaching out to us were getting faster, more communicative support with our support inbox. They were now able to see their ticket status at all times, too.
