Create stellar customer experiences with transparency in customer data

Most customer service teams face similar challenges: limited time and resources, lack of visibility into customer data and siloed systems. And that’s all before they even start solving their customers’ problems.

By the time they’re dealing with customer support requests, service agents have at their hands an overwhelming amount of information in different systems, which in turn makes it even more difficult to provide a stellar customer experience. What’s needed is a solution that will simplify the team’s workflows and provide them with a competitive edge.

When you’re competing for customers – and for their loyalty – it’s critical to make sure every interaction is a positive one. In order to deliver this kind of experience consistently, service teams need the right tools to make their jobs easier. Information has to be easily accessible so that teams can quickly resolve outstanding issues and let track of all interactions in one place, so they don't have to keep logging into different systems or switch between multiple tabs in order to find what they're looking for (or worse yet: forget).

What's needed is more transparency between sales and customer service.

When you have multiple people and teams helping out customers on any given day – whether in sales or customer service – this communication between teams can go a long way toward improving customer experiences overall by ensuring that everyone is on the same page at all times. 

By closing loops between teams like these two, your organisation will benefit from increased transparency and efficiency across all levels. Creating a seamless experience between sales and customer service is critical for ensuring that your customers are happy with their purchase decision long after they've made it.

For one of our clients, HubSpot Service Hub helped automate and streamline tasks and get a true 360° view of customers. Previously the client's service team used 70% of their time answering emails that came in high volumes and almost never included all the information needed to resolve the customer request. 

After implementing Service Hub, they could prioritise incoming requests, reduce the time to close them and finally hit their SLAs (service-level agreements prioritise incoming requests and tell how quickly the team should respond to tickets). In simpler words, provide a better customer experience. Incoming email volumes dropped by over 50% when customers moved to use other channels of communication that were better suited to their needs.

In today’s world, customers expect a seamless experience from start to finish. Service Hub can help service teams become more efficient by giving customer service agents access to CRM data and other relevant information. You can automate and streamline tasks, centralise customer data in one place, and have a 360° view of your customers — so your service team has everything they need to hit their SLAs and create better customer experiences. Similarly, it can be hugely beneficial for the sales team to see the customer service cases for each client to provide the best possible experience.

HubSpot Service Hub consists of different modules, but it is not necessary to deploy all of them at once. Here are a few of the key parts:

1. Service Hub ticketing system allows you to efficiently deal with high volumes of customer support requests from a variety of communication channels, including live chat, email, social media, and phone. You can automate tedious and repetitive tasks to save time and resources and automatically assign and prioritise incoming support requests. 
2. Knowledge base proactively offers answers to frequently asked questions to help your customers find the information they need. When you help your customers help themselves, your team can spend more time responding to more complex support cases. HubSpot documents which knowledge base articles the customer has viewed, thus helping the customer representative have a more transparent view of the customer and offer a more effective resolution. 
3. Customer portal gives your customers better visibility on the status of their requests. They can create and update tickets and communicate with your support team. Your customers need to be logged in to see the communication.
4. Customer feedback tool, allows you to send custom surveys and collect real-time feedback from your customers and track your success over time.