Service Hub Onboarding Plan

Week 1

CommonMind will guide you through setting up your HubSpot portal and technical configuration steps. We'll take care of as many of these steps as possible for you, while making sure you and/your team feel comfortable accessing and changing HubSpot configuration options.

What we'll guide you through:

These steps may require the assistance of your IT staff or other team members.

• Install HubSpot tracking code on your website
• Connect your shared team email addresses to Conversations
• Connect or add a subdomain for your knowledge base
• Edit and embed the support form on your website
• Configure your conversations notification preference

What we'll do for you:

• Kickoff call to understand your customer service processes
• Document what we learned in the kickoff call; share our plan with you for approval
• Add your team members as users
• Import contacts and/or tickets into HubSpot
• Create a form to collect incoming tickets from customers

Week 2

What we'll cover:

• How are you collecting customer support issues/tickets? 
• How do you currently ensure tickets do not fall through the cracks?
• Do you have any other processes you are looking to manage through tickets? 
• Are there other teams who'll be using tickets? Should they use the same pipeline or would they benefit from having their own?

What we'll do for you:

• If possible, set up an automatic ticket assignment so that tickets are assigned to reps when the tickets are created. 
• Set up workflows to update ticket properties, move tickets to a new stage, and create tasks for the ticket’s owner. 
• Based on your functions of service, we’ll explore how to create pipelines to manage different functions. For example, we may create individual service pipelines for onboarding, customer service, and account management. 
• Optimize service pipelines and stages to your team’s processes. 

Week 3

What we’ll cover:

• Do you currently have a knowledge base?
• How do your customers find answers to their questions?
• How long on average are your customers waiting to hear back from you? 
• Do your support and sales teams tend to answer similar questions over and over?
• Does your knowledge base need to support multiple products, services, topics, or segments of your customers?

What we’ll guide you on:

These steps may require the assistance of your IT staff or other team members.

• Develop categories and subcategories that make the knowledge base easy for your customers to navigate
• Include your knowledge base at optimal locations on your website and customer communications so that it’s easy to find at the right times
• Learn how to add videos to your knowledge base to give customers a visual walkthrough
• Creating properly formatted knowledge base articles

What we'll do for you:

• Understand how to import your existing knowledge base to HubSpot, or start by creating one
• Design your knowledge base to optimize for Google search and customer satisfaction
• Collect and implement feedback on your knowledge base to improve the end experience for your customers

Week 4

What we’ll cover:

• How often do you collect feedback from your customers?
• If you don’t collect feedback, why not?
• Do your customers ever leave reviews about you online? Do you know how reviews contribute to your company’s perception online?
• How do you know if your customers are happy/unhappy?

What we’ll guide you on:

These steps may require the assistance of your IT staff or other team members.

• Use CSAT surveys in marketing and/or sales process. For example, send a CSAT survey after your hosted event, a deal is closed-won, or when someone has been a customer for a specified amount of time.

What we'll do for you:

• Create customer loyalty surveys (NPS) to understand how people feel about your company. 
• Automatically send customer effort surveys (CES) whenever a ticket is closed.
• Create a workflow trigger to send customer satisfaction surveys (CSAT) which can provide you with more in-depth feedback. 
• Set up automation that reaches out if someone is unhappy, or ask for a review from someone who is happy.

Weeks 5-6

In the prior phases, we've configured HubSpot to work the way you and your team work. We've configured the tool so you can start to see efficiencies in your customer service workflow. 

In this final phase of onboarding, we'll conduct training sessions with you and your team so that you feel fully empowered to use HubSpot for day-to-day customer service tasks.

By providing the best possible service to your clients, your clients will become fans and promoters of your brand.