Your customer service team not only stands on the frontlines of your customer experience, dealing with all kinds of issues every day, but they also must keep track of all the relevant information regarding those issues. You can achieve your customer support goals with Service Hub tools from HubSpot — particularly, HubSpot Tickets and the new HubSpot Customer Portal.
Imagine that a CSR for an industrial equipment manufacturer gets an email from a customer at the end of his shift requesting help. The CSR tells the customer that the issue can be resolved the next day. Overnight, the customer service rep gets sick and ends up being out for two days while the customer waits for the solution to their problem. Now, the customer’s project is likely to be delayed, costing their company money.
That CSR fully expected to provide the best customer service possible to that account, but things happen. That’s life. And the reality is, you now have some work to do to retain that account and rebuild the relationship. This is the kind of situation you want to avoid, and it can be addressed by putting in place a ticketing system that allows anyone to pick up where the initial service call left off.
The Importance of a Customer Service Ticketing System
The above scenario could have been prevented by the implementation of a customer service ticketing system. A ticketing system builds organization, prioritization, and checks and balances into the process. It’s a security blanket so you can rest comfortably knowing that nothing will slip through the cracks.
A comprehensive ticketing system allows you to document, organize, and track any and all issues in a convenient interface. It encourages collaboration, improves awareness among teams, and leads to higher customer satisfaction.
What Tools Does HubSpot Have for Customer Support?
HubSpot includes its helpful and efficient Ticketing System as part of the company’s Service Hub toolbox. The system is designed so any CSR or supervisor can see the status of a ticket, where it is in the queue, agent response time, customer contact information, and a host of other details.
What’s more, HubSpot recently introduced a new feature at its INBOUND 2021 conference: Customer Portal. With the Ticketing System and the Customer Portal on your side, you can better live up to your SLA and keep customers happy.
An Overview of the HubSpot Ticketing System
Most every company’s ultimate goal is to provide the best customer experience possible. That requires an easy-to-use yet highly functional system. It has to work for a wide variety of stakeholders — giving your support team the ability to do what they do best and giving you the necessary tools to effectively manage customer demand and coach your team using relevant metrics.
With the HubSpot Tickets tools (which are part of Service Hub), you won’t have to waste time trying to dig up who talked to whom, when they contacted you, what the issue was, and so on. Instead:
Keep track of your customer service tickets in one system and a shared inbox.
View an up-to-the-moment history of the issue.
Organize the tickets by priority, escalate as needed, and give your customers the quick resolution they desire.
HubSpot Tickets also lets you set rules to assign the ticket to someone who has the capacity for it rather than letting it wait in limbo. Everyone will be on the same page — a necessity for achieving all business goals, not just great customer service.
Additionally, you can spot service-related trends and see where you might need to make adjustments — not only to your customer service, but to your products or other services as well. The built-in analytics tools within the Ticketing System can keep your finger on the pulse of your business.
The inbound methodology puts content and context at the forefront, and the HubSpot Ticketing System provides your service reps with the appropriate context to fully understand what’s happening without having to constantly contact the customer with follow-up questions. With the ticketing system, you’ll already have the entire story.
What is the HubSpot Customer Portal?
Your customers likely tried to solve their problem themselves before contacting you for assistance. The HubSpot Customer Portal empowers customers so they can stay in the loop about the status of their service ticket. This is connected to your shared inbox so your service reps can converse with your customers right there if needed.
The Customer Portal acts as a dashboard where your customers can see what’s happening. They can take a look at their open and closed support tickets, and even create a new one within the Customer Portal. This allows for better transparency, which builds trust and nurtures your relationship with the customer. And since it’s connected to the HubSpot CRM and a shared inbox for all to see, your team won’t have to worry about duplicating work.
The icing on the cake is the ability to customize the Customer Portal with your logo and certain other features unique to your business so you can brand your own help desk solution.
How to Know if a Ticket System is Right for You
If the scenario illustrated at the beginning of this blog seems familiar, take a look at the HubSpot Tickets and Customer Portal tools. Any organization that offers end-user support should seriously consider a ticket solution; it’s not a new concept, but new solutions like HubSpot’s offer additional efficiencies and make it frictionless for customers regardless if they contact you through your website, live chat, team email, or even Facebook messenger.
With the Ticketing System and Customer Portal features, you’ll have a more accurate picture of your customers’ needs and the challenges they face in real-time. Those insights can help you with product development, staffing, training, and a variety of other business decisions.
The problems a ticket system can resolve are plentiful, and every time that ticket system helps you deliver remarkable service, you impress the customer — turning them into a loyal promoter of your brand and avoiding the kinds of missteps that usher them over to a competitor.
The Importance of Integrated Systems
Why have a mess of different platforms and software when you can have your CRM, website CMS, email marketing, sales automation, reporting, and more all on one comprehensive platform? That’s what you’ll get when you use HubSpot to achieve your business goals. For a comprehensive overview of what HubSpot can do for you, check out our guide below.
Posted by Laura Sheptoski Laura is a detail-oriented consultant and project manager, with a background in public relations, social media engagement, and client content creation. Prior to her time at Weidert Group, Laura managed PR for an industrial services company, and maintains a strong focus on earned media within our inbound marketing programs.