Challenges
The client sought a solution to streamline case management, improve agent productivity, and enhance the customer experience. They needed to create a comprehensive customer overview, centralize customer communication, and optimize their sales and service processes. Their goals included:
🎯 Customized HubSpot Implementation
HubSpot was configured to meet the client’s unique business needs, ensuring that case distribution workflows were automated and optimized for better efficiency. Custom dashboards provided actionable insights into sales and service performance, enabling real-time tracking of key metrics to drive better business outcomes.
🎯 HubSpot Help Desk Configuration
We set up routing rules across various communication channels, including email, AI-powered live chat, Facebook, calls, and SMS, creating a seamless multi-channel experience. Automated CSAT surveys were integrated to gather valuable customer feedback and further improve the service process.
🎯 Knowledge Base Setup
The knowledge base was configured and integrated with AI-driven live chat, allowing agents to deliver faster, more accurate responses. The knowledge base articles were also made available through a self-service customer portal, enhancing customer satisfaction and reducing agent workload by empowering customers to find answers independently.
🎯 Reports & Dashboards Configuration
Custom reports and dashboards were developed to track key performance indicators (KPIs) related to service efficiency, customer engagement, and agent productivity. These tools allowed the team to continuously optimize both sales and service strategies, resulting in improved business performance.
Solutions
Results
🚀 Enhanced Case Distribution: Implemented automated workflows, reducing agent workload by 40% and improving response time by 35%.
🚀 AI-Powered Service Process: Integrated AI-driven live chat, increasing customer self-service interactions by 50%, reducing agent interventions.
🚀Improved Customer View: Centralized CRM data, giving agents a 360-degree customer overview and reducing case resolution time by 30%.
🚀Unified Communication Platform: Connected email, chat, SMS, and social channels into HubSpot, achieving 100% centralized customer communication.
🚀Optimized Sales Processes: Migrated sales tasks and calendar into HubSpot, boosting task completion rates by 25% and increasing sales efficiency.
