A customer support team has a huge impact on your company. By helping and surprising customers and prospects, the team will have a direct impact on customer retention, revenue and your company’s overall growth. Invest in a customer support team and you will reap the rewards.
The HubSpot Service Hub gives your customer support team the tools and methodology it needs to take service to a higher level.
Service Hub Tools
Using the Hubspot Service Hub tools, you give customers peace of mind by resolving their issues. Conversations make all communications visible so you never lose sight of customer questions. Besides the traditional methods of telephone and email, you can help your customers directly through live chat on your website or through social media channels. All from one universal inbox.
If a question needs a bit more time, you can manage it through the ticket system. This gives you a clear view of all the questions that have come in. Tickets can be assigned to a team or to a specific member of staff. This helps your support team manage questions and track their status, so customers always receive an answer in good time.
What do you do with the questions your customers ask most often? Share your knowledge! Create articles in your own knowledge base and share them with ease. Think of this as your FAQ page for the most common questions.
And finally, to measure is to know. Various survey options enable you to discover how customers experience your service. For instance, it’s easy to send a net promoter score survey to existing customers through HubSpot. Find out if they’re happy and what could be improved.
Of course, you also want to see how well your team is working. How many tickets were processed this month? How much time did it take to resolve them? Put high-value information like this in reports and dashboards to get a clear picture of your team's performance.
Carefully consider what customer support entails in your organization and what support strategy you plan to implement. Prioritize service within your company. It’s an open secret that far greater effort is required to acquire customers than to retain them.
Your chosen strategy determines how you optimize the tools to help your customer support team. Which channels are the best fit? Do you send customers an automated chat first or do you prefer to have the initial contact by telephone?
Your objectives play an important role here, of course. Decide how you want to measure – for example, by average ticket resolution time or by a customer score of at least 6 for each ticket?
Plan how you want to take your support team to a higher level or perhaps get the team off to the best possible start. Once you're up and running, use the reports and dashboard to improve, grow and keep your customers 100% satisfied.
Because, let’s be honest, what’s better than a satisfied customer?