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Support your customers with HubSpot

Last updated: March 9, 2021

Applies to:

All products and plans

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.

Before getting started, make sure you’re logged in to your account. Learn more about logging in to HubSpot.

Set up an inbox for customer queries

The conversations inbox is a central location in HubSpot where messages from all of your connected channels will appear. These channels include email, live chat, Facebook Messenger and form submissions. Your support team can reply to messages from the inbox and create support tickets to track customers' issues. 

Set up a live chat or bot to help your customers

Set up a live chat to interact instantly with your website visitors. Or create a bot to lead visitors down a path until their inquiry is resolved or they can connect with someone on your team. Bots can help your support team manage incoming messages at scale. All incoming messages will be routed to your conversations inbox, where you can respond directly from HubSpot.

Manage support tickets from your customers

When a customer has a support query, you can create a ticket record to track the interaction. 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 home, a contact record, or your conversations inbox. 

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 to self-serve and deflect queries from your support team. You can customize your knowledge base's appearance and manage your content in multiple languages.

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

Get direct feedback on your customer experience by using HubSpot's customer feedback tool. Create and conduct surveys on your website, through email, and when following up on support tickets. Then use insights from surveys to improve your products and customer experience.

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.

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. 

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

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