Customer experience is key. HubSpot was basically built on inbound marketing, and inbound marketing is basically built around the customer. It was only a matter of time until HubSpot released something like Service Hub.
Long gone are the days of that annoying hold music and waiting at least 3-5 business days for an email reply. Enter the days of live chat, customer support tickets with immediate follow up and bots filled with knowledge and powered by artificial intelligence. Long story short, the customer service bar has been raised.
Utilizing A Ticket System to Solve Customer or Client Issues
Whether you sell baseball bats, a killer Italian sub, or an anilox roll customers are going to have questions, comments and sometimes even concerns, how do you deal with them? Is there a place where their voices can be heard and their problems resolved in a timely manner? It’s not enough to rely on an email or a phone call anymore. There is too much room for human error when it comes to following up. So, HubSpot’s service hub will automate that for you. Let’s take a look at a use case.
John orders a new product. He expects the product to arrive in 2-3 business days. The product arrives on time, but it is damaged. Ugh! By not having that product, it slows his whole shop down. Downtime costs money. John is mad.
He goes directly to the website and sends an email to the support desk. Someone follows up with him immediately. The employee handling the ticket apologizes to John in 17 different ways and four different languages, assuring John the issue won’t happen again and that he will have the correct product the next day.
Your employee personally sees that the right product is packaged and sent out for next day shipping. John gets his product. The shop is back up and running. Sure, there was a mistake, but it was resolved quickly, with good communication and realistic expectations. All of this was done and tracked within HubSpot’s Service Hub.
Putting the Customer First, Even When It’s Hard
When I was a kid, I remember watching the movie I Am Sam. In that movie, Sean Penn plays a man who works in a coffee shop and he famously utters the words, “The customer is always right.” I think this can be a tough pill to swallow sometimes. They are right, even when you think they are wrong. If you take this attitude towards customer delight, then your customer feedback will be, for the most part, positive.
Customer reviews are more important than ever. Keeping your customer happy is critical. Allowing them to submit feedback may be seen as a risk, but if you’re doing everything you can to solve their issues or present them with opportunities, then you can at least sleep at night knowing you did everything you could.
Wouldn’t it be cool if your customers had a knowledge base they could reference?
Funny you should ask that. Service hub does that as well. Think of the knowledge base as a place your customers can run to before submitting a ticket. Some customers are a bit shy when it comes to calling, or they just want to try and figure it out themselves first. Having a knowledge base that answers common questions without them having to call is just another way to delight your customers.
Instant messenger was so cool because it meant you can talk to someone without having to pick up the phone. It eliminated the awkward “Hi Mrs. _____ is _____ home?” Instead, middle school Josh would just send an instant message to _____ and then when it was time to call I knew ____ would answer. Pretty smooth, right?
Live chats are just as effective for customer service as well. Many people take advantage of the live chat feature on our site whether it’s a question about a blog post, a new website, or when a current client is trying to get a hold of us. So many questions can be resolved with a quick chat, and, remember, it’s just another positive option for communication between you and your clients.
In and out of meetings all day? Tired of answering the same questions about the same product? Wish you could ask a few qualifying questions before actually talking to a lead? Then a conversational bot is perfect for you. When set up correctly the bot knows exactly what response to send based on the question the person is asking. It can also give them a list of potential resources or point them in the right direction in your knowledge base. This can also direct customers to answers in an automated fashion to help your team leverage technology and serve customers more efficiently.
Quack. Quack. Quack. Quack.
I like hockey. One of the best hockey movies is The Mighty Ducks. Actually, the whole trilogy is great. Fact. Not opinion. Anyway, in that movie, Gordon Bombay so eloquently delivers the message that ducks fly together. Much like ducks, all of the components of the service hub work best when they work together.
There will be many cases where a live chat turns into a ticket, or a bot just doesn’t have the answer, so the customer heads to the knowledge base. The moral of the story here is the Service Hub as a whole is a pretty powerful platform - especially when it all works together.
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