Providing excellent customer service is crucial to the success of your growing business, no matter what it may be, and requires prompt and professional responses. Customers want results in minutes — not days — and tailored, 24/7 service via flexible channels. But most customer support professionals are overburdened attempting to satisfy these expanding expectations since their tools and data are distributed across various sources. Marketing teams are busy with creating quality inbound marketing and feel stressed by customer comments piling up. Common problems teams have include customers falling through the cracks, long wait times, and overwhelmed service teams. If you’re having these issues, just know you’re not alone.
Your team is smart, but if they’re getting bogged down, you need a solution to prevent your team from getting held back. So how do you keep your team from becoming overwhelmed responding to customer queries coming from every which way without sacrificing that timeliness?
HubSpot Service Hub is here to streamline and automate your processes for a smoother tomorrow. In this blog post, we will show you how to save time on those internal processes for faster turnaround to prevent your customers and potential customers from being unhappy.
Everyone needs to improve efficiency and get the most out of a day. We often get questions about automation and process improvement. Our clients wonder if this will help them become more efficient and waste less time on things like tracking down information.
Customer Service Pipelines: Keeping Your Customers and Your Team Happy
Manufacturing businesses often have a customer service team that deals with parts, troubleshooting, training, or other activities that deal with a customer after the sale. This can often be a place where loyalty to a brand is won and lost. According to a blog from Khoros, a digital management system, 86 percent of customers say good customer service turns them from one-time customers to long-term brand champions.
If the process is clunky, the tech needs help finding things, or the customer feels they need to be more knowledgeable, it can hurt the whole customer experience.
Having friendly, knowledgeable people to help customers with questions is a must, but it's also important to be timely and get questions moved through as fast as possible. Depending upon your business's product and processes, there are a couple of ways to handle post-sales customer service that will streamline requests and proactively shine a positive light on your customer experience.
Customer Growth Highlight
Improving an Infection Control Solution Businesses Customer Experience Process
When an infection control solution business asked us about improving its customer service process, they were looking for a few things. First and foremost, they wanted to pinpoint one source for what was truly happening with a customer or ticket. Previously, there were using a CRM, but tracking orders and creating internal workflows for the Customer Service Representatives to follow up on was difficult. The business also wanted a trainable, repeatable process that allows them to add new reps as needed without a huge learning curve for executing their job and a smooth process that worked to improve the handoff from sales and production to customer service.
Using HubSpot Service Hub, we created a pipeline that automatically gets populated with closed won deals that have shipped. From there, service representatives are responsible for working through the tickets, following up with the orders, and proactively ensuring everything arrives and the customer is happy with their new equipment. An automated survey goes out at the end of the process to ensure the customer is happy.
With this process, the buisness can keep an eye on the whole customer lifecycle, ensuring a positive experience from beginning to end.
Customer Growth Highlight
A Labeling Manufacturer: Different Needs, Same Results
A labeling manufacturer had a slightly different need for customer service. With different departments working with different issues, they needed a way to get the ticket entered. They routed to the right department quickly and efficiently without losing information.
Previously, they would just take phone calls, make notes and try their best not to lose anything in the transition from department to department. Their sales and marketing teams were already using HubSpot, so adding the service process into the mix only made sense.
With different service pipelines built for specialties like troubleshooting, onboarding and training, onsite visits, and production, tickets can move seamlessly between departments with all the emails and phones logged in the system to quickly get the next tech up to speed with what's happening with the pieces of equipment.
With the processes running well internally, we saw the opportunity to move more communications to tickets and create additional transparency with the customer, so we implemented a self-service portal where customers can create and communicate on their tickets right from the website, as well as see any historical tickets they have opened on their equipment. It will save time for the techs, streamline how work gets done, and improve visibility to the customers.
Better Customer Care, Faster: HubSpot’s System is a Win-win
The two businesses featured in this article are distinct and had different needs, both of which we could satisfy with HubSpot’s Service Hub. We believe it may work for your business as well. We can show you how you can get started on improving your customer experience with a service portal like HubSpot’s Service Hub.
If your team is struggling with customer tickets falling through the cracks, delays in response, or getting overwhelmed with answering all the customer queries on multiple different sites and applications, a service portal can streamline the process and improve the experience for employees and customers alike. And making positive changes to your customer service efforts can have powerful results. According to Bain and Company, increasing customer retention rates by just 5 percent can increase profits by between 25 and 95 percent.
If your teams need more customer service sources, consider scheduling a project evaluation or a meeting with Krista to see how a service portal can help your business grow on purpose.
