Last updated: June 28, 2023
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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The conversations inbox is a central location in HubSpot where messages from all your connected channels will appear, such as email and chat. You can view ongoing conversations, reply to messages, and create tickets for each conversation.
You can create a conversations inbox that is 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 chat channel to 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 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.
You can also connect a Facebook Messenger channel or support form channel to your inbox.
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.
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.
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.
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.
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.
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.