Why Should You Choose HubSpot Help Desk?
When discussing new support options, it’s important to explore what your team is currently doing and where your employees’ and customers’ pain points lie. Help Desk provides many of the HubSpot Service Hub features to reps in one single location to ease their day-to-day activities. Here are a few benefits of implementing HubSpot Help Desk:
Connects All Support Work Under One Roof
You no longer need siloed channels where your team manages different customer issues. With the Help Desk, you can connect forms, website chats, team emails, Facebook Messenger, and more in a single place.
With all your ticket sources connected, you can seamlessly manage everything in the back end while allowing contacts to reach out where and how they need.
Allows Team Members to Start Where Others Left Off
Because all conversations around tickets are run through team email addresses, it’s easy for your customer service team members to jump right into tickets right where the last team member left off.
By switching from personal email addresses to team emails, your team doesn’t have to worry about things falling through the cracks when a member is out of the office or leaves the company. The handoff is simple and stays personalized to the customer and their needs.
Routing Requests to the Correct People Becomes Easier
Within the Help Desk, your customer service team can select when they are active and when they are out of the office to ensure that only active users get tickets assigned to them. In addition, if your team members have different skills best suited for handling specific issues, you can route tickets based on the skills you build out in HubSpot.
Helps Save Time When Working Through Issues
By combining conversations, ticket information/history, and associated records on one screen, the Help Desk allows users to see everything they need to know about a ticket and respond to it without having to open multiple tabs.
How to Make the Switch to HubSpot Help Desk
When comparing HubSpot Inbox vs. Help Desk, the biggest difference comes down to visibility and efficiency. Help Desk unites conversations and tickets in one view, while Inbox keeps them separate.
Whether you have been using HubSpot Service Hub for a while or are building out a new portal, HubSpot makes switching to the Help Desk simple. You can follow the steps below to get started:
Option 1: Switching from HubSpot’s Inbox Tool
Many people on HubSpot Service Hub still use the HubSpot inbox tool vs. the help desk. While the inbox tool can be beneficial for bringing new conversations into HubSpot, the benefit of Help Desk is that it combines the tools available from conversations with the ticket pipeline to track new requests.
Simply migrate to the inbox tool, select the inbox you want to migrate, and click Move to Help Desk. After that, you can determine the settings of the migration, and HubSpot will automatically move everything over for you.
Option 2: Starting from Scratch
Below are the steps to take when you are setting up HubSpot Service Hub and Help Desk from scratch:
1. Create Pipelines to Map Ticket Status
When setting up your Help Desk, the first thing to do is build out your ticket pipeline. The ticket pipeline will help track where tickets are in your team’s statuses and allow some automation to move them through the pipeline.
If you want to create a ticket pipeline, we have written a walkthrough here.
2. Figure Out Your Existing Support Channels and Connect Them
Chat with your customer support team to determine how customers are currently contacting them to raise issues. From there, you can connect the existing channels you have to the Help Desk to start pulling tickets into your pipeline.
3. Integrate New Channels From the Many Options HubSpot Offers
HubSpot Help Desk offers many different native channels that connect seamlessly into the tool. While you are migrating channels, it’s good to think through if there is any way that your clients may want to reach out to the team that you don’t currently offer. You can use this migration period to integrate those new channels, along with some integrations like Slack, Microsoft Teams, Google Chat, and WhatsApp.
Supporting Your Service Team with HubSpot Help Desk’s AI Features
As we discussed in our recent article, How AI in HubSpot Service Hub Is Transforming the Customer Experience, HubSpot has been constantly rolling out new AI Customer Service tools to help teams be more efficient. Below are some of our favorite AI features that work alongside Help Desk to save your team time and add context to the tickets that are coming in:
AI-Assisted Chatbot Support with Customer Agent
By implementing HubSpot’s Customer Agent, you can have AI scan and answer any incoming request on your website. If it cannot provide a helpful response, it will route the conversation to a relevant representative.
Knowledge Base Article Creation
By using Breeze Assistant, you can automatically generate content for new knowledge base articles on your website. This will allow you to constantly develop new content and information to help your clients self-service their issues.
Analytics to Predict Future Service Volume
HubSpot offers AI Forecasting to create projections of what will possibly close in the future. With these projections, you can build predictive analytics to map the volume of future issues and staff accordingly to manage them.
Empower Your Service Team With the Right HubSpot Setup
HubSpot’s Help Desk is a fantastic tool to combine all your customer support efforts under one roof. With the default functionality alongside the additional AI tools offered, switching to Help Desk will save your team time and allow you to handle customer requests better, leaving them satisfied with your company and willing to work with you again.
If you’re new to HubSpot and looking to get started, choosing the right solutions partner is important. Bringing in an agency to help implement the tool is a great way to ensure that it is set up correctly and HubSpot Service Hub onboarding of your team runs smoothly.
Here at Evenbound, we specialize in customized implementations for clients to set up the tools to support their processes. If you’re interested in learning more, reach out to us. We’d love to work with you to streamline your service processes and more!
