The client is a mid – sized SaaS ( Software – as – a – service) company, which aims at providing its services to business organizations from various sectors. The client had developed a strategic plan of custom support by HubSpot Service Hub improve customer support so as to assure customer loyalty/retention and enhanced level of satisfaction. However, their existing support processes regarding these services were highly manual and, as a result, time-consuming and very reactive.
Key Challenges Faced By E-Commerce Company
1. Inefficient Ticket Management
Manually logging support tickets led to slow response times and failure to respond to customers’ queries at all.
2. Lack of a Unified Support System
Communication through e-mail, online chat and phone was severed thus causing disjointed communication with the customers.
3. High Response Times
Due to the system was not automated, response time was slow and this frustrated customers.
4. Volume reporting and analyses
The client could not analyze such supporting factors to their customers and therefore could not fine-tune their customer services.
5. Scaling Support Operations
As the number of users grew, the support requests overwhelmed the relatively rigid manual procedures.
Solutions
To address these issues, we implemented a HubSpot Service Hub improve customer support solution tailored to their unique needs.
1. Centralized Ticket Management
Globally integrated email support, live chat, and phone support to the HubSpot Service Hub’s Conversation Inbox for ease of handling sales tickets.
2. Automated Ticket Routing
Create pre-made ticket routing to distribute tickets to the correct tech support personnel depending on the type of query of the customer and their urgency.
3. Knowledge Base Creation
Implemented an interactive Knowledge Base in HubSpot to enable the customers search for solutions of frequent issues, thus minimizing tickets.
4. Live Chat and Chatbots
Implemented Live Chat and Chatbot Builder to give instantaneous answers to clients’ inquiries which the company is now always ready to address.
5. Service Level Agreements (SLAs)
Set up SLA tracking specifically for response and resolution time based on the customer’s expectations in the HubSpot.
6. Proper report and analysis of an organization
Used HubSpot Customer Feedback and Reporting tools to get customer satisfaction scores (CSAT) and Net Promoter Score (NPS).
7. Scalable Workflows
Daily automatic follow-up with the customers who have open tickets and sending reminders to the agents to attend to the customers still awaiting a response.
Tools and Technologies Used
1. HubSpot Service Hub
2. Chatbot Builder
3. HubSpot CRM
4. HubSpot Mobile App
Results Achieved
1. Reduced Response Times
Implementing automated workflows of HubSpot Service Hub improve customer support and live chat has help to cut the average response time down to 60% hence extending customer’s satisfaction.
2. Higher Customer Satisfaction (CSAT)
Bigger ticket issues were solved quicker, and the Knowledge Base was developed to allow for more self-sufficiency which improved CSAT scores by 30%.
3. Streamlined Support Operations
A single interface also ensured that all customer inquiries could be directed to the same place, thus increasing agents’ efficiency by a quarter.
4. Scalable Support Systems
Ticket auto-routing and use of chatbots ensured that the client could address a higher number of customers’ inquiries, while keeping the team small.
5. Actionable Insights
The client, thanks to HubSpot’s analytics, gained a thorough understanding of the support’s efficiency and could refine the approach according to the data.
6. Improved Retention Rates
Where Client Support is concerned this company’s value proposition came through by HubSpot Service Hub improve customer support retention rates by 15%, an influence on its revenues.
Key Outcomes
40% reduction in response times
30% improvement in customer satisfaction (CSAT)
15% increase in customer retention rates
At Wrinom Solutions, we specialize in helping businesses optimize their customer support systems with innovative technologies like HubSpot Service Hub improve customer support.
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