A Sydney, Australia based client is an organization focused on the legal sector, which wanted to update their approach to communication with clients and replace the conventional electronic mail with an automated HubSpot ticketing portal. The objectives aimed at optimizing the communication with the clients, possibility to manage tickets and develop the overall working process.
Key Challenges Faced By Tours & Travels Company For HubSpot Ticketing Portal
1. Manual and Inefficient Processes
The client had previous means of support as just an email and messages for support tickets what was inconvenient and slowed down a lot.
2. Lack of Ticket Tracking
Sometimes support tickets were not categorized, let alone, there was no effective way of keeping records on the kind of problems clients were facing, or the progress that had been made on solving the same.
3. Limited HubSpot Customization
Originally, the anticipated features were not all fully implemented in HubSpot’s customer portal; thus, original thinking was required.
Solutions
1. Designing a HubSpot Support Form
Created custom ticket properties that include fields in the support forms such as client name, company, and type of issue.
2. Advanced Conditional Fields
Dependent fields in each other where a field changes its inputs according to the inputs given by the client to give a professional touch to the client business.
3. Custom Workflow Implementation
Created automated workflows for efficient HubSpot ticketing portal ticket handling:
•Email Triggers: Sending out automatic response emails, to clients.
•Slack Notifications: Notifying internal teams in real-time.
•Status Updates: Reminders which are automatically emailed to clients at some stages.
4. Optimized Ticketing Pipeline
Established a strong ticketing flow that will allow sorting the tickets by tags, traffic sources, and the level of urgency.
5. Centralized Ticket Tracking
Centralized all ticket-related work within HubSpot ticketing portal in order to better observe all activity and generate precise reports.
Tools and Technologies Used
1. HubSpot Service Hub
2. HubSpot Sales hub
3. HubSpot Operations Hub
Results Achieved
1. Faster Response Times
Automated work flow cases meant ability to correspond without delay was realized, cutting the time in half for responding to clients.
2. Enhanced Client Satisfaction
Automation and tracking in the central and real-time methodology contributed to increasing the client satisfaction and the level of trust.
3. Streamlined Operations
Differential business flows maintained effective communication, problem solving, and work flow at an optimal level.
4. Scalable Platform for Future Growth
The HubSpot ticketing portal was built to be scalable, laying a foundation for future integrations and advanced functionalities.
Key Achievements
Centralized Ticket Management: Reduced support time by improving the means through which client information was being taken and HubSpot ticketing portal managing tickets properly.
CustomizedWorkflows for Legal Clients: Implemented customized procedures as a set of solutions to support process streamlining and increase communication effectiveness.
Improved Lead Conversion Opportunities: Such support experiences framed each client encounter as a possible conversion event and thus helped grow the business.
To provide the best experiences, we use technologies like cookies to store and/or access device information. Consenting to these technologies will allow us to process data such as browsing behavior or unique IDs on this site. Not consenting or withdrawing consent, may adversely affect certain features and functions.
Functional
Always active
The technical storage or access is strictly necessary for the legitimate purpose of enabling the use of a specific service explicitly requested by the subscriber or user, or for the sole purpose of carrying out the transmission of a communication over an electronic communications network.
Preferences
The technical storage or access is necessary for the legitimate purpose of storing preferences that are not requested by the subscriber or user.
Statistics
The technical storage or access that is used exclusively for statistical purposes.The technical storage or access that is used exclusively for anonymous statistical purposes. Without a subpoena, voluntary compliance on the part of your Internet Service Provider, or additional records from a third party, information stored or retrieved for this purpose alone cannot usually be used to identify you.
Marketing
The technical storage or access is required to create user profiles to send advertising, or to track the user on a website or across several websites for similar marketing purposes.