Support your customers with HubSpot

Customers will need to contact your company often with queries about your products or services. When your customers contact your company, you want to make sure that you're managing their query and replying to them in a timely manner. Below, you can learn more about setting up live chat, creating support tickets to track customer queries and managing a knowledge base to help your customers self-serve.

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Set up an inbox or help desk for customer queries

The conversations inbox and help desk are central locations in HubSpot where you and your team can manage and respond to customer queries. 

Inbox

In the conversations inbox, messages from all your connected channels will appear, such as email and chat. You can view ongoing conversations, reply to messages, and manually create tickets for each conversation.

You can create a conversations inbox that's specifically for your support team. Connect a team email address that multiple members of your support team can access to communicate with customers and resolve their issues.

You can also connect a Facebook Messenger channel or support form channel to your inbox.

• Set up the conversations inbox
• Connect channels to the inbox: Team email | Calling | Chat | Facebook Messenger | Form | WhatsApp

Help desk 

In help desk, you can easily manage new and existing tickets and respond to customer queries. You can connect chat, email, form, calling, WhatsApp and Facebook Messenger channels to the help desk tool, which consolidates your support process into a single workspace. 

You can start managing tickets immediately using the default views, or create custom views to control what's visible for each team. 

By default, tickets will automatically be created via all channels you've connected to help desk.

• Set up help desk
• Connect channels to help desk

Create a chatflow 

You can also connect a chat channel to help desk or the inbox, which allows you to create chatflows. Chatflows are chat widgets that you can add to your website. Any incoming messages will be routed to your help desk or conversations inbox where you can respond.

There are two types of chatflows: live chat with real-time conversations with a team member, and Bot chatflows with pre-set actions.

Connect with customers in the inbox and help desk

After you connect channels to the conversations inbox, respond to customers’ inquiries sent from any channel in one centralized location. You can reassign conversations, comment on threads or move a conversation to another team’s inbox. During the conversation, you can also view contextual information about the customer’s history with your business to keep your response relevant, or change conversation channels.

• Collaborate with your team in the inbox
• Compose and reply to emails in the conversations inbox
• Create and respond to tickets in help desk
• Chat with your website visitors

Manage support tickets from your customers

When a customer has a support query, you can create a ticket record, log interactions related to the ticket, and track the ticket through pipeline statuses. Once created, any HubSpot activities related to the ticket will be logged on the ticket record. You can manually create individual tickets from your tickets index page, a contact record, or your conversations inbox.

• Create tickets
• Set up ticket pipelines and statuses
• Manage tickets in your inbox
• Manage tickets in help desk
• Set up pipeline automation

Create a knowledge base to help your customers self-serve (Service Hub Professional and Enterprise)

A knowledge base is an online library of how-to guides, reference docs, and troubleshooting steps for your customers. A knowledge base can help your customers resolve issues independently and deflect queries from your support team. You can customize your knowledge base's appearance and manage your content in multiple languages.

• Create and customize knowledge base articles
• Customize knowledge base settings
• Create knowledge base articles in multiple languages
• Analyze your knowledge base performance
  

Receive feedback from your customers (Service Hub Professional and Enterprise)

Get direct feedback on your customer experience with HubSpot's customer feedback tool. Create and conduct surveys on your website, through email, or chat. With regular customer feedback, you can measure your customers’ satisfaction with your product, service, or experience or assess their experience with your support team.Then, use these insights from surveys to improve your products and customer experience.

• Create and conduct customer satisfaction surveys
• Create and conduct customer loyalty surveys
  
• Create and conduct customer support surveys
• Create a custom survey

Analyze your support efforts

Analyze the impact of your support efforts by setting up dashboards and reports. For example, track how many tickets each support rep is closing, or the average ticket response time. You can use a pre-made dashboard template or customize dashboards to suit your reporting needs.

• Create and manage your dashboards
• Customize your dashboard
• Analyze your service team's productivity (Service Hub Professional and Enterprise)

Join the HubSpot Community

To engage with other users and get more out of your HubSpot tools, join the HubSpot Community. You can see examples from peers, get tips and advice from experts, learn how to troubleshoot common issues, and submit feedback to the Product team.

• Getting Started With the HubSpot Community
• Create your Community user account
• Introduce yourself on the Community welcome forum
• Get the latest updates from the Community newsletter

You can learn more about using the Community in this HubSpot Academy video lesson.