Customers want rapid response and thorough follow-through from customer service––especially from B2B companies that provide the tools they use to run their businesses.
HubSpot’s Service Hub - Starter Tier solution allows teams to efficiently manage customer needs with various tools, including support tickets, simple automation, and robust reporting.
As a result, greater efficiency through the Service Hub enables businesses to keep their customers happy and strong reporting enables businesses to learn quickly and proactively improve their customer service.
Throughout this article, we’ll discuss four key ways you can use to optimize HubSpot’s Service Hub Starter platform.
When customers have an issue, they expect to be able to contact your team and report any issues immediately.
HubSpot Service Hub Starter enables you to empower your chat functionality to receive customer service needs and provide immediate support.
There are a variety of chat service options available to you - live chat, conversational bots, custom bots, and conversation routing. By bringing these four components together, you can create a strong feedback loop capable of triaging and logging tickets.
When it comes to live chat, customers are becoming more and more reliant upon chat to report and solve issues they’re facing. It’s fast, convenient, and expected. HubSpot provides Slack integrations to be able to quickly pick up these conversations.
Conversational and custom bots are oftentimes a great way to greet customers because you can use them to triage customer requests, provide answers or help articles to frequently asked questions, or route the customer directly to a rep who can best serve them
Lastly, and as we’ll touch on in more detail in the next section, your service teams are able to log tickets from chat to ensure your service teams are able to quickly receive and monitor the issue.
HubSpot ticketing functionality is one of its most critical service tools. Not only is it extremely helpful for your internal teams to manage tickets through to closure, it also enables your customers to quickly report any issues they’re experiencing.
Customers expect to be able to report issues in a variety of ways - through email, chat, meetings, form submission, and beyond.
HubSpot provides customers numerous ways to submit their own requests or report them to service teams to submit. In either case, it’s important for this to be a quick process that logs the ticket in a centralized location for service teams.
With HubSpot Service Hub Starter, it’s important to configure multiple routes for tickets to be submitted to your teams. Make sure you learn from your customers and internal teams on the best ways to submit tickets and build out those routes through HubSpot.
Once a ticket is logged via a web form, chat, email, or beyond, it’s important to track that ticket through pipelines.
Make sure to build out a customized pipeline that aligns with your customer service process and includes the different stages a ticket would go through from submission to closure.
HubSpot’s centralized ticketing system allows service teams to view and manage support from a single location, preventing accidental negligence due to miscommunication.
Service representatives can tag tickets with customizable properties to keep them organized, and they can modify ticket properties according to ticket progression through service steps.
Additionally, with the Starter Service Hub, you’re able to create separate pipelines to manage tickets. This may come in handy if you need to route tickets to different teams based upon region, brand, product, or whatever is applicable to your business.
HubSpot provides simple automation within its Service Hub Starter platform. It’s important to use this automation to provide a better and more transparent experience to customers.
We’ve all experienced the frustration of reporting an issue to a business and not hearing any updates until we reach out. Through HubSpot, you’re able to send customer emails when tickets are received and closed.
Additionally, you can set up automation to generate internal notifications as tickets change status. This is extremely valuable for efficient hand-offs and visibility to certain individuals.
Mastering customer service takes time and the surest way to perfect it is through insightful data and dashboards.
Monitoring customer service through spreadsheets and email is a surefire way to cause friction across service teams and lose valuable learning opportunities.
Through HubSpot’s Service Hub Starter, you gain access to powerful reporting dashboards to monitor the performance of your success teams and identify areas for improvement.
When optimizing your Service Hub, it’s important to set up dashboards to track ticket volume, response times, knowledge base usage, customer feedback, rep productivity, time-to-close reports, and so much more.
HubSpot provides more than 300 customizable dashboards. You’re also able to build advanced dashboards for cross-team analysis and build focused dashboards to help teams meet their goals, like closing more tickets and reducing service wait times.
Additionally, HubSpot allows you to create fully customized reports. Perhaps there are custom data points you need to track and monitor. Service Hub enables you to create the custom properties or fields you need and turn them into reports.
HubSpot’s Service Hub Starter is an excellent solution for new businesses looking to grow and scale efficiently. Even though it’s the lowest tier offering, there is plenty of power within it to stand up a robust service team.
When you’re first getting started, focus on setting up and optimizing these four components:
At Revvy we understand that it can be challenging to optimize Service Hub Starter for your unique business needs, but we’re here to help.
Feel free to reach out to us today to learn more about HubSpot and how to use it to maximize the investment for your business.