In the age of digital transformation, customer satisfaction has a direct and measurable effect on your bottom line. Customers expect — some would say demand — a frictionless support experience that solves their issues and answers their questions quickly and thoroughly. In this blog, we look at how the common frustrations with current technology led the Huble Digital team to create our self-serve solution for HubSpot Service Hub.
Common frustrations with current ticket portals
When a customer has a problem with a product or service, they’re directed to a support portal to log a ticket. A customer service agent will then pick the ticket up, respond and close it when the issue is resolved.
Seems easy enough, right? Not really.
In practice, these systems are slow to provide resolutions and reduce flesh-and-blood humans to a set of impersonal numbers. And that’s just the tip of the ticketing iceberg! These other frustrations add friction to the customer service pipeline:
Customers can’t predict when their problem will be attended to, let alone when it will be resolved. Ticket portals simply don’t solve problems fast enough!
Ticket portals can be challenging to navigate if you are new to the system. This leads to unnecessary bottlenecks on the business-end and growing frustration on the customer side.
These portals place undue pressure on customer service teams with an abundance of minor issues that don’t need the attention of a specialist to solve.
Current ticket portals create a disconnect between business and client, which limits the chances of customers transitioning to brand champions.
Due to the above disadvantages, we are seeing more businesses invest resources into customer self-service ticket portals. Not only do these portals empower customers, but they also alleviate unnecessary administration in the customer service department. This frees up agents to use their skills on adding tangible value to the business or solving mission-critical problems.
But we’re getting ahead of ourselves!
What is a customer self-service ticket portal?
A customer self-service ticket portal lets clients solve and troubleshoot their problems without having to request (and wait for) the help of an agent. Users can log requests, track them and browse comprehensive FAQs and knowledge bases to find answers and solutions.
If a customer self-service ticket portal is easy to navigate and houses valuable, helpful material, customers are more likely to browse for longer and return when they need assistance. When you encourage clients to help themselves, it creates a sense of ownership that promotes retention and brand ambassadorship.
A self-service ticket portal can lead to:
Increased web traffic and higher rankings on search engines.
An increase and improvement in engagement via direct channels of communication between brand and client.
Cheerful, friendly and proactive customer service agents, who are free from having to deal with trivial matters.
A supportive community with your business at the heart of it.
A customer self-service ticket portal is extremely beneficial for businesses looking to gain a competitive advantage in the digital age. This is why the team at Huble Digital took it upon ourselves to develop an innovative bolt-on solution for HubSpot’s Service Hub.
What is Huble Digital’s Customer Service Ticket Portal?
The Customer Service Ticket Portal (CSTP) extends the HubSpot Service Hub and empowers B2B customers with a secure online platform that houses everything they need to self-solve. While we developed the portal as a ticketing solution for B2B clients working in the manufacturing, IT and SaaS industries, it is not limited to those sectors.
Once a ticket is logged in the CSTP, it will display the ticket status and make updates as feedback, notes or emails come in. The web portal also allows for two-way communication between customer and service provider, which will go a long way towards building rapport between client and brand.
The main benefits of the CSTP
Customer self-service and experience: Customers can create tickets 24/7 and will always know the status of each of them. They can follow threads, evaluate feedback and are privy to the full history of client-business communications.
Easy access and communication: Automated workflows will notify customers of status changes on support requests. Customers also have full visibility of these notes and changes in the portal.
Scalability for support teams: Support teams can better service customers by guiding the self-serve process and providing feedback to important questions (rather than over email and phone).
Seamless Integration: Huble Digital’s CSTP integrates fully with HubSpot Service Hub and all of the central HubSpot CRM data held for that customer.