In this blog, we discuss how our Customer Service Ticket Portal is an extension of HubSpot’s Service Hub. This secure web portal helps customers self-serve by granting them access to and visibility of their service ticket requests.
Over the past few years, we’ve seen a paradigm shift in the power dynamics between business and customer. There was a time when a few enterprises could control the market share through monopoly — but the internet and digital connectivity have changed that. Now, the power lies with the customer, the playing field has been levelled and small businesses can compete with larger enterprises. This also means that customers have more choices than ever, so they can afford to be discerning with their support.
As we enter the age of on-demand service, B2B customers of businesses that use HubSpot and its related platforms — such as Service Hub — will be increasingly picky about where they place their trust.
A support solution for the digital age
With the advent of social media, chatbots, live chats and the like, customers have grown used to receiving quick responses to their queries and problems. They expect the same from customer service — but that isn’t always possible.
When a customer has a problem, they’re encouraged to log a ticket in a support portal. An agent will then pick the ticket up, respond and close it when the client is happy with the resolution. Often, however, customer service teams are bogged down by trivial queries and minor problems that don’t require the direct attention of specialists. Because of this, bottlenecks form and frustrations grow.
This is where a B2B customer service ticket portal (CSTP) shines. A CSTP is an extension of HubSpot Service Hub for customers of companies to manage and self-solve their issues, and find helpful answers to their questions — all without the help of customer service agents.
Components of a successful B2B customer service ticket portal
What separates a brilliant CSTP from a mediocre one?
1. A comprehensive knowledge base and helpful list of FAQs
A great CSTP empowers customers by giving them easy access to a knowledge base and an FAQ section that houses information about your products and services. These informational hubs should be well-considered, in-depth and based on real-world customer queries and issues.
That said, even the most exhaustive of repositories will fail if the system is not intuitive and simple to navigate. When planning the infrastructure, make sure to prioritise ease of use.
2. Community forums with expert moderators
Community forums allow customers to assist other customers. Forums are also great platforms to gauge opinion on product features and collate invaluable feedback that can inform future development.
You can even turn your most active (and knowledgeable) customers into forum moderators. By proving to customers that their opinions matter and directly inform new products and features, you can grow a strong community of brand champions.
3. A secure, transparent ticket system
If all else fails and customers can’t find answers or solutions, a robust ticket system can bridge the knowledge gap (before having to enlist the help of a service agent).
Your self-service ticket portal should give customers full visibility of the status and history of their personal/company tickets. Customers should also have a full view of updates and responses to their active tickets and be able to filter them by various pipelines and statuses. All notes posted to tickets by relevant parties must be easy to access.
A transparent, frictionless ticket system is critical as it nurtures trust and empowers customers by helping them to help themselves.
4. Multi-language support
It’s a bad idea to host multiple languages in the same self-service portal — search queries will often turn up irrelevant, cluttered results and ‘content bloat’ can lead to poor system performance.
Instead, consider creating multi-language customer service portals that detect and display a customer’s native language based on location. Not only does this give the customer a better experience, but it also facilitates the growth of communities in different regions and streamlines the flow and translation of FAQ/knowledge base content.
Why above-and-beyond support can determine success
Right now, it’s increasingly apparent that customer service can be the difference between winning business and losing it. We are seeing this trend with companies that use HubSpot to service their customers, and in particular with the Service Hub platform.
Currently, HubSpot’s Service Hub does not have a robust self-service ticket portal. This means that many HubSpot-affiliated businesses may be missing out on excellent, above-and-beyond customer service that generates growth, conversions and retention.
Huble Digital’s Customer Service Ticket Portal: A HubSpot Service Hub Extension
Our Customer Service Ticket Portal is an extension of HubSpot’s Service Hub. This secure web portal helps customers self-serve by granting them access to and visibility of their service ticket requests. 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.
Customers can view the status and history of their personal/company tickets without needing to contact service agents.
Customers can see updates and responses to their active tickets.
Managers within customer organisations can see all company tickets, as well as any requests and updates made by their teams.
Customers can create service tickets as requests for action from inside the web portal.
Service provider features:
24/7 access to the support desk for all customers.
Efficient administration means less support staff required.
Less administration allows support teams to spend more time on problem resolution.
The business landscape is changing — it’s the companies with frictionless customer support and service that will emerge as leaders going forward. Are you ready to empower your customers with the tools they need to self-serve?