I am a customer service rep. I use HubSpot almost exclusively for answering tickets and adding templates. Here are 8 things that would make life significantly smoother and more efficient for anyone working in the ticket section of HubSpot. 1) HubSpot does not recognize returning customers unless they respond to the same email chain. Often times customers will send many inquires in the hope to be helped faster. This is frustrating as they get assigned to many different reps. Would it be possible for an email address to be permanently assigned to a rep. That way all inquiries from a specific customer would go to the same rep? 2) There is no undo button after you send an email. Gmail has this feature and it is a lifesaver, a simple 2-5 second window to take back your action. ( People have already requested this elsewhere, but it deserves all the attention it can get). 3) Searching through tickets is a pain. In the ticket section of Hubspot, there is a search bar in the upper left-hand corner. Ideally, you would type a customer's name or email, or portion of the conversation and find them. This is not the case. You will almost never find a customer doing this. I have only had success searching the exact subject line of a conversation. The search bar is significantly better (although still not totally thorough) in the inbox section. Please improve the search bar in the ticket section. 4) HubSpot has a feature where you can merge tickets together if they are from the same customer. This would be helpful if the search function worked. The search function is, however, not currently very effective, making merging frustrating. I have to go find the specific ticket ID of the two tickets to merge them. 5) Often times we will get spam sent to our inbox. HubSpot has a function to help protect you from spam, but in using that feature we found that some customers were being missed. So we turned it off. 6) Because of 5 we need to delete tickets daily. This is not that big of a deal, however, when you delete a ticket in the ticket section of HubSpot it will remove you from your search filters. Generally speaking, you will always have at least one search filter on, that filter will be "my tickets." Thus, every time you delete a ticket, you must re-apply your filter so that you can go back to answering your tickets. This is ineffective. 6) To close out of a ticket and move to the next one, it can take between 10-20 seconds. This is something you are doing 50-100 times a day and should only take a second or two. An easy fix would be to have a next ticket button. The current process is, close the ticket, wait for it to load you back to the dashboard, then click on the next available ticket. 7) The font is very inconsistent, this is pretty annoying. It will auto change my font going between templates and responses. The font across all of HubSpot should just be standard black. 😎 Changing font is clunky inside of customer responses. The toolbar is not very extensive. The toolbar in creating this post is actually much better than the one inside of tickets.
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