Mastering Omnichannel Support with HubSpot Help Desk

Your customers are connected more than ever. Gone are the days where customers would only receive support via phone call or email. Be ready to communicate via website forms, WhatsApp, Facebook, Chatbot, etc.

Adding to this challenge, we have to create a unified experience across all channels, effectively representing your brand with consistency. How can you possibly achieve this? By using HubSpot Help Desk.

What is Omnichannel Support?

Resolving problems with context from multiple channels in one unified space.

Not only are customers always right, they are now always right on multiple channels. A customer will start a conversation on live chat, follow up with email, check in on WhatsApp, only to then make a call to your support team. If this scenario gives you anxiety, you need to consider software to help you with omnichannel support. 

How Does HubSpot Help Desk Help?

Unified inbox

A consolidation of email, live chat, Facebook Messenger and more in a single dashboard. In this dashboard you have a clear view of a single contact and all the different channels they might have interacted with. This enables your team to quickly respond and delight your customers.

Context Rich Ticketing

Regardless of where communication is taking place, it’s all logged on the CRM. View past conversations, check related deals and history of interactions with your business. This gives your team full context when resolving tickets. It’s a crucial feature for omnichannel support to be effective.

Automation for Efficiency

Getting the same query on multiple channels and not sure where to respond? HubSpot Help Desk automation enables you to merge all messages into one ticket, so that you can delight customers with a timely and accurate automated response.

Reporting and Feedback

The best thing about having all the context is that you have all of the data. Look at out-of-the box reports or create your own to ensure that your customer care team is performing well. Monitor response times, time to close, ticket resolution rates and customer satisfaction across all communication channels.

Best Practises for Omnichannel Support

To make the most of this fantastic tool, take the following into account:

Prioritise Training

The software is great and exceptionally easy to use. However, training is crucial. Your team needs to work in unison and follow best practices so that the data matches up seamlessly. If one team member follows a completely different process to another, the data will be confusing.

Stay Consistent

Consistency is key. As mentioned above, HubSpot Help Desk does a lot of things, but it doesn’t train your team on using a consistent tone of voice. Make use of a knowledge base or templated, automated responses to help.

Monitor Metrics

Monitor and resolve all bottlenecks in communication. If tickets received from WhatsApp take longer to resolve than the other channels, look at the history of all communications to indicate where the problem might be.

Leverage Feedback

Feedback is priceless, and matching feedback with data to support is invaluable. Never has it been easier to improve performance and appease your customers.

Final Thoughts

It’s so much more than a ticketing system. Create meaningful, unified customer experiences with ease. Whether you are only dipping your toes into omnichannel support, or are looking to improve your customer experience, HubSpot Help Desk will transform your business.