HubSpot Service Onboarding Plan

• Add your team member as users

• Install HubSpot tracking code on your website

• Connect your shared teams email addresses to conversations 

• Connect or add a subdomain for your knowledge base

• Edit and embed the support form on your website

• Import contacts and/or tickets into HubSpot

• Configure your notification preferences

• Create a form to collect incoming tickets from customers

What we’ll cover: 

• How are you collecting customer support issues/tickets?

• How do you currently ensure tickets do not fall through the cracks?

• Do you have any other processes you are looking to manage through tickets?

• Are there other teams who will be using tickets? Should they use the same pipeline or would they benefit from having their own?

What we’ll guide you on:

• Set up an automatic ticket assignments

• Set up workflows to update ticket properties, move tickets to a new stage, and create tasks for the ticket’s owner

• Create pipelines to manage different functions based on your service

• Optimize service pipelines and stages to your team’s processes

What we’ll cover: 

• Do you currently have a knowledge base?

• How do your customers find answers to their questions?

• How long on average are your customers waiting to hear back from you? 

• Do your support and sales teams tend to answer similar questions over and over?

• Does your knowledge base need to support multiple products, services, topics, or segments of your customers?
  

What we’ll guide you on:

• Import or create your knowledge base

• Design your knowledge base for Google optimization and customer satisfaction

• Develop easily accessible categories and subcategories in your knowledge base 

• Collect and implement feedback  to improve customer experience

• Add your knowledge base to optimal locations on your website and customer communications

• Add videos to your knowledge base to give customers a visual walkthrough

What we’ll cover: 

• How often do you collect feedback from your customers?

• If you don’t collect feedback, why not?

• Do your customers ever leave reviews about you online? Do you know how reviews contribute to your company’s perception online? 

• How do you know if your customers are happy/unhappy? 

What we’ll guide you on:

• Create customer loyalty surveys (NPS) to understand how people feel about your company

• Send customer effort surveys (CES) automatically whenever a ticket is closed

• Create workflow triggers to send customer satisfaction surveys (CSAT)

• Set up automation that reaches out if someone is unhappy, or ask for a review from someone who is happy

• Use CSAT surveys in marketing and/or sales process