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Building an Efficient and Scaled Helpdesk

CRM Customization for Service teams

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Content Audience(s)
  • Support Teams
  • Application Support Analyst
  • IT Support Technician
  • Customer Success Manager
  • Renewal Manager
  • Onboarding Coordinator
Introduction/Background
  • Welcome to our comprehensive guide on customizing the HubSpot CRM for sales and service teams, with a focus on improving efficiency and scalability as your organization grows. Explore strategies on both your service and sales side to enhance the post-sale experience for your reps and your customers.
Key Topic Messaging for Customers
  1. Customer-360 Approach: Deliver top-tier service from both your service and sales teams by fine-tuning your Help Desk process to offer a comprehensive view of the customer, including their feedback, engagement metrics, interactions across various channels, and more.
  2. Efficient Scaling: Create a Help Desk system that assists representatives by simplifying data entry, facilitating fast AI-supported research on support threads or sentiment analysis, and streamlining the sharing of solutions and timely messages to quickly adapt to evolving demands and growing customer volumes.
  3. Helpdesk Optimization: Master the skill of promptly addressing customer inquiries through an omni-channel strategy enhanced by AI assistance from your knowledge base and Chatbots. Resolve issues swiftly and showcase to customers the potential for renewals.
  4. Competitive Advantage: Gain a competitive edge by customizing your CRM to align with your industry best practices, rep processes and standard ticket or renewal management steps.
Resource Outline
  • A Primer on Help Desk for Success & Service
  • Customizing Help Desk to Fit your Business Model
    • UI Extensions
    • Layout Customization
    • Team Based Views
  • Automating Ticket Assignment with Skills & Capacity Based Routing
  • Keeping the Customer Delight Flywheel Spinning with CSAT and NPS Surveys
  • Managing Deeper KPI Analytics with Service Level Agreement Tracking
  • Integrating your Messaging Channels to Deliver Omni-Channel Support
  • Deflect Tickets with AI Chatbots, and
    your Knowledge Base 
  • Empower your Customers with Ticket Insights via the Customer Portal
How to Use This Resource
  • This resource is crafted to empower you in guiding your customers through the customization options available within the Help Desk for Service, Support, and Success channels. For more details, refer to the video below.