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How To Make Client Support with an Automated HubSpot Ticketing Portal

Hubspot ticketing portal
hubspot ticketing portal
Client Success Story

Industry: Tours & Travels Company

Business Model: Automated Ticketing System

Location: Sydney, Australia

Tools

HubSpot Service Hub, HubSpot Sales Hub, HubSpot Operations Hub

Timeline

12 Months

Outcome: We provide an automated ticketing system that simplifies bookings, reduces errors, and ensures a seamless travel experience for customers.

Client Overview

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.

Customized Workflows 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.


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