Skip to content
Contact Us

Top Trading Education Firm Restructures How They Deliver Customer Service Using HubSpot’s CRM, Data Analytics, and Service Hub Pro

Finance Default

Industry

Financial Services

Challenge

The firm relied only on email and incoming calls to receive, organize, and reply to customer support requests, resulting in disorganization for the 5-person support team.

Impact

Full integration between marketing, sales, and service has helped streamline operations.

Solutions

HubSpot, Service Hub, HubSpot CRM

puzzle-1261138_1280-2

Before Gate 39

  • No metrics on support request volume, time to first agent response, or time to close.
  • No process for categorizing and tracking types of support requests.

  • No clear boundaries for support request ownership.

  • Limited self-service options via Live Chat.

Gate 39's Solution 

  • Step 1: Gate 39 built out a ticket pipeline that could provide needed structure to the firm’s customer support process, including defining what a ticket meant for their team, when it should be created, when it should be closed, and who should own it.

  • Step 2: With a support ticket pipeline now built, any conversations that matched the firm’s support categories could quickly be turned into tickets using the Conversations Inbox within HubSpot. The support team now had one unified interface for both email and form requests.

  • Step 3: The firm was using a basic chat system that Gate 39 upgraded to become a full triage system, knowledge base lookup for a self-service experience, a ticket creator so the entire support team had one source of truth, live chat, and extended it to be a sales support tool to direct visitors needing sales assistance.

  • Step 4: As the final step, full training was provided to the firm’s support team. Gate 39 built out a custom reference deck, outlining the new process with flowcharts and provided a live onboarding and training session for the team, walking them through each feature.

 

Gate 39's Impact

  • Self-service triage workflows have helped improve the user experience

  • Structured support process with defined owners and workflows has elevated efficiencies

  • The ability for the firm to report on support requests, including crucial data points which can be used to continuously improve the customer experience
Through new and valuable access to insights and data analytics, the firm now has access to clear data, presented in visual dashboards, related to: 
  • Average time to close tickets, chats, and conversations
  • Support volume – both in total and by type
  • Chat wait times
  • Most viewed knowledge articles
  • And more data-driven insights within HubSpot