When I am looking at a Service Hub setup, I don’t merely consider how quickly the tickets are being closed, since I also want to know why the tickets appear initially.
A team might have a good response time and yet still face a genuine customer service issue. Even if customers continue to ask the same questions repeatedly, a quick support team will still be spending time dealing with something that could have been prevented from the start.
I’ve witnessed this occurring in simple cases. Customers end up not finding the correct information, the procedure isn’t clear, the change to the product wasn’t communicated properly, or there’s just no easy way for a person to work out the answer themselves, and so they have to get in touch with support.
The ticket is then closed, and everything appears to be in order on the dashboard, but the same question arises next week.
Which is why I believe that the data from Service Hub can tell you not only how busy your support team is but also indicate where the customer experience is causing extra work that was unnecessary.
If the same kind of ticket continues to appear, I don’t believe that the first question should always be “how can we speed things up?” Sometimes it should be “why is it that customers are getting in touch with us about this in the first place?”
That change in attitude results in a number of interesting modifications. Perhaps the knowledge base should be updated. Maybe the onboarding procedure should be made clearer. Perhaps a frequently asked question should be answered earlier on in the customer journey. Or perhaps the process itself should be altered.
To me, Service Hub goes beyond being merely a ticketing system; its aim is not just to enable the support team to deal with a higher number of tickets but to help the business gain an understanding of what customers are actually having difficulty with.
There are occasions when the most useful support ticket is the one that has never had to be set up.