December 9, 2024

Building a Client Support Ticketing Portal with HubSpot

Project Summary:

Project Name

Developing Client Support Ticketing Portal with HubSpot

Project Scope

Building an automated ticketing portal by implementing HubSpot Service Hub Pro, Sales Hub Pro, and Operations Hub Pro.

Resources Used

2 HubSpot Implementation Specialists
1 Business Analyst
1 QA Expert
1 Project Manager

Industry

Legal Industry

Work Duration

2 Weeks

Country

United States

Technologies

Client Overview:

A dynamic organization operating in the legal industry wanted to cater to its client requests with an automated ticketing portal. Through this portal, they wanted to streamline client interactions, improve ticket tracking, and optimize operational workflows. With these requirements in mind, the client approached us to develop this advanced portal for them.

Major Challenges:

The client needed a modernized solution for managing their client’s support requests by replacing traditional and inefficient email and message-based systems. The major challenges included:

Our Strategy:

When the client approached us to build their required platform, our team came up with the following strategies to help them:

Creating HubSpot Support Form: Designed forms with custom ticket properties for letting clients specify their needs, for instance, names, company details, issues they are facing, etc.
Conditional fields: We integrated dependent fields based on selected options for an advanced customized client experience.
Implementing custom workflow: Built workflows to manage tickets efficiently, including email triggers, automated updates, and Slack notifications.
Optimizing the ticketing pipeline: Developed pipelines to differentiate tickets by tags and traffic sources.
Centralized tracking: Ensured all registrations, updates, and interactions were taking place within HubSpot for accurate and easy management.
We mainly used HubSpot Service Hub Pro, Sales Hub Pro, and Operations Hub Pro to build the platform that our client needed.

Results:

By using extensive features of HubSpot Service Hub Pro, Sales Hub Pro, Operations Hub Pro, and our strategies, our client started gaining the following results:

With the automated client support ticketing portal, the response time to the client’s query is reduced by 40%. It improved the overall efficiency of the client support team.
After using centralized ticket tracking, it became feasible to provide real-time status updates to clients, improving their satisfaction level with the company.
Customized workflows ensured easy communication and issue resolution and kept support operations streamlined.
This platform is made scalable, so it acts as a foundation for future integrations and improved functionalities.

Key Achievements:

The client was impressed with the results they received from implementing the automated client support ticketing portal. So, here are the key achievements TRooInbound and our client achieved from this project:

Developing centralized ticket management: Through this portal, delays in customer support were reduced through clear information intake and accurate query tracking
Custom workflow delivery: We developed workflows tailored to client needs, ensuring accurate messaging and process automation
Offering timely solutions to queries, ultimately generating chances to transform leads into active clients through a guided roadmap.
Supported and solved different needs, from optimizing budgets to scaling SOPs effectively.