Service Hub Onboarding

CHimmi
HubSpot Moderator
HubSpot Moderator

Best practices on automating your Service pipeline

As teams grow, they adopt disparate systems for marketing, selling, and servicing customers, making for messy data. HubSpot’s automation engine is built on one unified CRM platform, connecting data across business functions and integrating with favourite apps like Jira and Slack. People and teams work from one source of truth and can finally collaborate with ease. From a business perspective, providing great support to your existing customers and even prospects can help your organization win and retain more business.

 

Of course, we are going to use workflows to automate our service processes and make our team more efficient. What we need to do is set enrollment criteria to automatically enroll records and then take action depending on what we want to do. But let’s see a few examples of what can be automated together!

 

When service processes are manual, you risk missing customer issues that should be communicated across multiple teams. Automating customer service ensures the highest priority tickets get resolved. Then, set up triggers to create a deal or enrol customers into nurture sequences, all based on tickets :

 

Confirmation of Receipt

From the customer’s perspective, submitting a form or live chatting with a representative about their issue can be nerve-racking at times, especially when their case is urgent. Did the submission or chat go through properly? Is someone actively working on it? These are often questions a support rep needs to field that can slow down their work towards a resolution.

Providing multiple touches where you update the customer on the ticket status can help put the customer’s team at ease and will provide more transparency through the case.

You can create tickets for new email conversations or edit an existing ticket status when a new email is sent or received.

 

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If you click on it you will be able to trigger actions when a ticket reaches a certain status. Every time the ticket moves to “New stage” an email can be sent automatically that lets the customer know that you have received the ticket. Here you can find all the instructions on how to automate ticket status and actions.

 

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Escalating Unanswered Tickets

Let’s set the scene: your ticketing process round-robin assigns a ticket to one of your support reps. This ticket goes unanswered for a couple of days because that rep is overloaded with other tickets, or is out of the office on a needed vacation. The customer becomes anxious for a resolution or even an update on the progress made thus far, creating a poor experience.

Developing a workflow that surfaces and escalates tickets that have gone unanswered in a given timeframe can help your support team identify the longest waiting tickets to prioritize that day. This process will also help surface tickets that need to be reassigned due to workload or out of office, or can help a team manage SLA requirements.

 

To create this workflow:

 

  • Navigate to Automation > Workflows, then click Create workflow in the top right of the page. Be sure to select Ticket-based for this workflow.
  • For your enrollment triggers, select Ticket and then the Create date property. Set the value to is known.
  • Add an action for a reasonable delay. If your organization provides an SLA for response time, set this first delay to just below that threshold to ensure your support organization can meet it.
  • Add a new workflow action to Create a task to notify the ticket owner of the required next step. Alternatively, you could create an internal email notification.
  • To ensure only those tickets that are truly unanswered take these actions, click the Settings tab of the workflow and set an unenrollment trigger of Time to First Agent Reply is known so the ticket is unenrolled as soon as an email reply is logged to the ticket.
 

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Turn slack messages into tickets 

Yes, you read it correctly! If you have the Slack integration set up, you can turn Slack messages into tickets inside HubSpot CRM. To do that, hover over the message and click on the "more actions" button (it looks like three dots in a row) and then select "Add a ticket" from the dropdown menu.

 

A modal window will open inside of Slack where you can add details and then save the ticket. After you do that, you'll get a message in Slack confirming that the new record was created and giving you a link to access it.

 

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So when chatting with a coworker over Slack about a hot lead, easily create a ticket in HubSpot to follow up on the lead later that day. You could also create tasks! Tasks and tickets automatically sync with your HubSpot CRM -- exactly where you want it later without any extra work for you now.

 

What happens when your customer hasn’t gotten back to you?

Yes, you guessed right! A workflow is going to do the job. We are going to create a workflow and send an automated email to the customer to let them know that we haven’t received a response from them and make sure that they got our email. How does this workflow look like? Look below: 

 

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Click here to access ticket automation.

 

We would also love to hear feedback from you. So feel free to leave a comment or have a look at other helpful posts in our community. 🙂

 

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