At Huble Digital, we’ve developed the perfect solution to help companies improve their customer service offerings: The HubSpot Customer Service Ticket Portal. In this blog, we'll talk about how it could help transform your business.
Most of us have experienced the frustration of emailing a customer service rep about a delivery or package and not hearing anything back. We’re then left to wonder if our request was received or, worse still, ignored.
On the flip side, delivery services, such as Amazon and Royal Mail, have transformed their customer service in recent years by sending automated emails throughout the entire buyer's journey and adding a “track my parcel” feature to their website.
This level of transparency — allowing customers to see and control exactly when their product will arrive, and keeping them informed of any changes — has helped these companies to build consumer trust and avoid dissatisfied customers that could harm their reputation. (After all, as a customer, there’s nothing more frustrating than a witch hunt for a package that could be lost at any stage of the journey, and isn’t your mistake to fix).
So, why am I rambling to you about parcels?
Well — this pattern of human behaviour remains the same for any customer service strategy, whether you’re competing in a B2C or B2B space. Ultimately, your customers want complete transparency and oversight into their engagement with you and your product.
And, at Huble Digital, we’ve developed the perfect solution to help companies improve their customer service offerings: The HubSpot Customer Service Ticket Portal.
Let’s talk about how it could help transform your business.
What is the HubSpot Customer Service Ticket Portal?
The HubSpot Customer Service Ticket Portal is a free “extranet” — now available in the HubSpot marketplace — which allows customers of Hubpot Service Hub companies to easily manage and track their tickets.
These customers have access to a secure website where they can:
View all current and past tickets they or someone in their company has opened,
Add notes to tickets,
And provide customers with transparency on ticket requests.
Why build a customer service ticket portal?
Building a customer ticket portal allows your customers to submit queries and support tickets for your customer service team to respond to. It scales your ability to deal with issues, preserves your customer service team for the most pertinent issues, and enables your customers to readily voice their concerns.
For example, by purchasing HubSpot Service Hub, you can use the HubSpot customer service tool. Through it, your customers can submit help forms which are then turned into support tickets for your customer service team to deal with.
However, HubSpot currently doesn’t have a system that allows your customers to login and see the tickets they have open, including current status.
This leads to frustrated customers and overworked employees who waste precious time handling emails or phone calls regarding ticket status.
What about Huble’s Customer Service Ticket Portal?
Our portal was carefully developed by our CSIO, Daryn Smith, and the Huble Digital development team.
“Up until now, HubSpot didn’t have an “extranet” for customers of companies using the HubSpot Service Hub to manage tickets. This is really exciting, as it allows HubSpot customers to revisit, engage, and delight their customers using a specific online portal.”
Daryn Smith, CSO, Huble Digital
For further reading into why a customer support strategy is so important in 2020 (and trumps standard custom support tactics), you can read our blog here.
How does it work?
From there you will be able to sign up, connect your HubSpot Portal, and start the data sync. (Please note the data sync can take several hours).
To invite your customers to the Customer Service Ticket Portal:
1. Find them in your HubSpot contacts tool.
2. In the margin to the right, invite them to:
View all tickets linked to the company they work for
View their own tickets
3. Your customers will then receive an email to register.
4. Once registered, your customer will receive a link to the portal they can use to login with their email address and password.
For more insight into customer service strategies, read our blog: Will knowledge base software mean the death of the user manual?
Using the portal
For your customers: View and filter tickets
The HubSpot Customer Service Ticket Portal enables customers to use filters to see ticket statuses across pipelines.
They can also see and add to all the recent notes added to tickets by all parties.
For you, the business: Engaging tickets
The HubSpot Customer Service Ticket Portal gives you and your team the ability to view tickets, their details and notes in a timeline format. You and your team can also add notes (which automatically notifies the ticket owner by email).
To discuss the Customer Ticket Portal further, or your customer service strategy as a whole, feel free to reach out to us here.
How much does it cost?
1 to 499 tickets/month
Who this is suitable for? Small teams.
For a HubSpot Customer Service Ticket Portal where you are generating up to 499 tickets per month, the cost is $50/month.
500 to 1,500 tickets/month
Who this is suitable for? Most customers.
For a HubSpot Customer Service Ticket Portal where you are generating over 500 tickets a month, but fewer than 1,500, the cost is $299/month.
1,501 to 10,000 tickets/month
Who this is suitable for? Larger teams
For a HubSpot Customer Service Ticket Portal where you are generating over 1,501 tickets per month, but fewer than 10,000 tickets per month, the cost is $899/month.
Who this is suitable for? Enterprise-scale teams
For a HubSpot Customer Service Ticket Portal where you are generating over 10,000 tickets per month, please get in touch with our team to discuss bespoke solutions.
As well as the base product, you can also add:
Custom functionality specific to your customer service process
Integrations with other customer service systems
Again, please get in touch with our team to discuss a bespoke quotation for your company.
To sum up...
A solid customer support strategy is key to supporting word-of mouth-marketing which, in turn, enables your customers to become your greatest salespeople. So, make sure you invest your time and money in the tools to support your current client base, not just your prospects.
“People trust word-of-mouth marketing more than any other type of marketing.” - Daryn Smith
To find out more about our Service & CX solutions, you can click here.