7 Tips for Using Your Help Desk and Ticketing Tools in Service Hub

One of the best indicators of success is providing a great customer experience. Note that I said great; not just good.

In the age of instant gratification, it behooves any business to go the extra mile for customers. Because at the end of the day, they can just as easily buy whatever product or service you’re offering from one of your competitors. 

This is one of the many reasons it’s crucial to look for effective resources to assist you on this endeavor. This is where the right customer service software can help you shine. Specifically, HubSpot’s Service Hub offers an all-in-one solution that will make things infinitely easier for your business.

What Is HubSpot’s Service Hub? 

HubSpot’s Service Hub is a software that’s solely focused on providing a stellar customer experience (CX). It also collects a treasure trove of information to help you design data-driven strategies to optimize customer service, including:

• Customer preferences
• Common issues
• Likes and dislikes
• Preferred modes of communication 

It’s like having a magic crystal ball, but better, because you can actually see helpful information instead of blindly guessing in hopes that you get it right. 

Benefits of Using HubSpot Service Hub

HubSpot makes life a lot easier for marketers, sales teams, and customer service teams. It does so by streamlining processes. The most common benefits stem from the following features: 

Centralized Data

Everything relating to a contact is located in one place — full names, contact information, stage in the buyer’s journey, purchases, and prior communications.

Using the HubSpot CRM eliminates the need to transfer people back and forth between departments, or requesting customers to repeat their story over and over as they attempt to resolve their issue. 

Automation and Routing

There are certain administrative tasks that are so simple (such as follow up emails), they can be done by automation so that you can focus on big ticket items.

And by having adequate routing, you minimize each customer’s wait times and the frustration that comes from telling someone your story, only to hear back, “Oh. I’ll have to transfer you to the ______ department.”

Just, no. Get it right the first time. 

Personalized Experience

Having a customer’s data easily accessible allows service reps to take each communication within context.

Addressing customers by their names, being familiar with their story by the time they’re connected to you, and offering possible solutions that apply specifically to them are all things that increase customer satisfaction. 

Conversational Bots

Conversational bots can take care of simpler tasks by providing answers to frequently asked questions. This frees up your customer service team’s time so they can focus on more complex issues that require a real human’s attention.

Another benefit is that customers can get answers immediately instead of having to wait until someone can assist them. 

Data Reporting

HubSpot Service Hub gathers all the important numbers — how many people are calling in with issues? How many tickets are duplicated? What’s the average wait time? Average resolution time?

All this information reflects whether your team is right on track or whether it may be time to provide them with additional training. 

Customer Feedback

While analytics certainly provide you with insights so that you can tailor your customer service experience better, the best data comes straight from the source.

HubSpot’s Service Hub provides customers with the opportunity to submit their thoughts and suggestions regarding their experience. If you see something particularly helpful or notice a trend, it’s practically a sign in flashing lights that you should act on it.

Why Is HubSpot's Help Desk Tool So Popular?

In addition to all of its helpful features, HubSpot's help desk software has additional elements that make it more popular than other customer service softwares. 

First, it’s easy to use. It has a user-friendly interface, so your team will be able to use it straight out of the box. The whole point is to make things easier for your team; so they can use modules that can work on their own or together, depending on the agent’s needs. 

Second, HubSpot is known for their excellent customer service. So even in the event of coming across a hiccup, the platform offers a lot of support options — phone, live chat, email, knowledge base, discussion forums, and their training academy. 

Third, it can be purchased as a stand-alone product if you’re already using a different customer relationship manager (CRM) software. 

In addition, it integrates with over 100 applications, so that you don’t have to worry about whether they will work well with other softwares you’re using to run your business.

4 Tips for Using HubSpot Help Desk Tools

HubSpot's help desk comes with a wide array of tools to help your team stay at the top of their game. To make the most out of them, make sure to do the following: 

1. Streamline Communications.

HubSpot’s Service Hub manages every single customer support inquiry. It does so by creating a record of each communication and automatically notifying the right person to provide assistance.

You can also set up notifications to alert you if no work has been done on a ticket for a specific period of time. In addition, HubSpot lets your reps know about the order of priority of tickets, so that issues where time is of the essence can be resolved quickly. 

2. Create a Knowledge Base.

What’s the first thing you do when you need to find an answer? If you’re like most people of the younger generations, the answer is likely to look it up online. It’s an effective way to provide solutions, because it can be done much faster than waiting for someone to assist you. 

HubSpot makes this easy by allowing you to create a knowledge base. You organize your information by topics and provide a search bar to make it easy for customers to find what they’re looking for.

You can also include additional resources, such as discussion forums, how to guides, tutorials, whitepapers, and anything else that will help them better understand your products.  

3. Use Team Email.

One of the best aspects about HubSpot is that it allows teams to work cohesively. To be most effective, marketing, sales, and customer service need to be aware of what each other is doing.

You can also establish a team email that connects the relevant email addresses to a universal inbox. This facilitates internal communications and collaboration. It also lets you see which team member has followed up with which customer. 

4. Analyze Reports.

Data is everything. It lets you know what you’re doing well and what needs improvement. Take some time to study reports regularly to identify the root cause of common issues, as well as gauge team performance.

3 Tips for Using HubSpot Ticketing Tools

In addition to having an efficient help desk, HubSpot’s Service Hub makes your customer service process a lot more efficient.

To maximize these benefits, make sure to: 

Learn the Different Ways to Create Tickets.

If your business is growing (or if you already have a large customer base), you’re likely painfully aware of how easy it is for issues to fall through the cracks. HubSpot resolves this by tracking everything in a single dashboard.

Anyone on your team will be able to see the status of a ticket — where it is on the queue, what’s being done to resolve it, and its resolution time. 

You can create tickets manually or automate the process. You can then associate it with an existing ticket or contact, if applicable.

In addition, you can link your business social media accounts to the service hub, which enables you to turn a messenger communication into a ticket. 

Understand Tickets vs. Tasks.

The terms tickets and tasks may sound interchangeable, but they aren’t.

• Tickets refer to queries from customers. (e.g. I can’t log into my account).
• Tasks refer to the steps you need to take to resolve a ticket (e.g. unlock the account and restore customer access).

Using both features together creates a complete picture of the status of each query. 

Automate Workflows.

The workflows tool lets you automate repetitive tasks. And if they require a customer rep’s assistance, you can set up keywords so that the right person to tackle the job is notified.

Also, even when you’re automating tasks, HubSpot can still personalize communications by using information about the client that’s already saved on the platform. 

All of these features work together to provide a seamless customer service experience, ultimately increasing brand loyalty. Customers are happy, you make more profits, and all is well with the world.