April 29, 2024

How can I use HubSpot to analyze and improve customer support interactions?

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Step 1: Access Your HubSpot Dashboard

  • Log in to your HubSpot account.
  • Navigate to the main dashboard which provides an overview of your current interactions and metrics.

Step 2: Integrate Your Customer Support Channel

  • Go to the 'Apps' section.
  • Search for your customer support tool (like Zendesk, Help Scout, etc.) and integrate it with HubSpot.

Step 3: Create a Customer Support Ticket Pipeline

  • Navigate to 'Service' and then 'Tickets'.
  • Click on 'Add pipeline' and name it (e.g., "Customer Support Interactions").

Step 4: Customize Ticket Stages

  • Define the stages of your support interactions, such as "New", "In Progress", "Awaiting Customer", "Resolved", etc.
  • Adjust the stages according to your support process.

Step 5: Automate Ticket Creation

  • Using workflows, automate the creation of tickets based on specific customer interactions or feedback.

Step 6: Set Up Feedback Surveys

  • Navigate to 'Service' and select 'Feedback Surveys'.
  • Create post-support surveys to gather customer feedback after their support interaction.

Step 7: Monitor Support Interactions in Real-time

  • On the main dashboard, add a widget for 'Tickets by Stage' or 'Average Resolution Time' to monitor ongoing support interactions.

Step 8: Analyze Support Interaction Data

  • Navigate to 'Reports'.
  • Use the 'Ticket Analytics' tool to view metrics like average resolution time, customer satisfaction, and ticket volume.

Step 9: Segment Customers Based on Support Interactions

  • Go to 'Contacts' and create a new list.
  • Segment customers based on their support interactions, such as those who've submitted more than three tickets, or those with unresolved tickets.

Step 10: Engage with Regular Review Sessions

  • Schedule monthly or quarterly review sessions with your support team.
  • Analyze metrics, trends, and feedback to identify areas of improvement.

Step 11: Implement Training or Changes Based on Insights

  • Based on insights from your data, offer additional training to your support team or implement process improvements.

Step 12: Monitor and Iterate

  • Regularly check the metrics and feedback from customers.
  • Make iterative improvements to continue enhancing the quality of your customer support interactions.