a is high-growth technology company that helps online merchants turn data into insights, insights into actions, and actions in growth. They offer a powerful, custom integration between . They're also longtime 探花精选 Marketing and Sales Hub users.
In May 2018, Director of Client Outcomes, made the decision to move their entire services organization over to the new 探花精选 Service Hub. This post recaps their results and how they've built a powerful help desk with 探花精选.
At Unific, Doug Dotts runs the teams that look after all clients. Their clients include very high-touch accounts and smaller customers that don鈥檛 have dedicated support. They need to offer great self-service options for smaller customers but at the same time make sure they give custom high-touch service to larger customers. Before they started using Service Hub, they had no ticketing system to sort and prioritize issues from different customers.
鈥淲e heard about Service Hub in May, our CSM John recommended it as he thought we were a good fit. We鈥檙e a small team and we need to be as efficient as possible, so managing the full customer lifecycle in one place was really attractive.鈥�
鈥� Doug Dotts, Unific
The majority of all support requests came in through a third-party chat tool and were pretty disorganized. They would often have 100鈥�200 live conversations happening at once. And with no way to segment conversations, get reminders, or properly automate them 鈥� things were a mess. Important customer issues were getting buried, and they started seeing high-value customers leave, with feedback like, It just takes way too long to get an answer to our issues.
And Doug's team was feeling their customers' pain, as he explains:
Our service wasn鈥檛 cutting it. There is no excuse for when a customer writes in four times without getting an answer. This was frustrating and costing us customers.
The solution? 探花精选's Service Hub software. Doug goes on to say:
In Service Hub, this doesn鈥檛 happen because everything is organized. We鈥檝e built a simple system to show the latest activity on a ticket so we know where to focus our efforts, and everyone can see what鈥檚 happening with customers across service, sales, and product.
Unific needs to offer a great customer experience but also be really efficient with their time. To do this, they've built a Service Hub-powered help desk aimed at delivering consistent quality service.
Check out what this process looks like:
And this process has saved Doug and his team the headache of trying to provide exceptional service without adequate software:
Overall we鈥檙e just operating at a higher level; there are no more fires, lost tickets, and sales and service teams are better prepared before they get on the phones with people.
To give customers a proactive solution, they鈥檝e also invested in a Service Hub- powered knowledge base. They host a slew of helpful articles related to the product, complete with video answers and FAQs. The time the put into their knowledge base helps customers and limits the amount of chats that turn into tickets. They collect customer feedback on their help articles and use the data to optimize the content.
Finally, they use the feedback tool in Service Hub to measure how well customer support agents are helping customers and to understand customer happiness.
So what kind of success has Doug's team seen? We'll let him sum it up:
After an engagement, customers can give agents a score. If they get a low score, the ticket automatically opens back up, and we ask why they gave us a low score or if there is more we can do. Since implementing Service Hub, we鈥檝e raised our feedback score from 4 to 5.85.
And his team also takes the NPS survey seriously for newcomers to the site, as he explains below:
15 days after you join the site, we send you an NPS survey asking how likely you are to refer a friend. From there, we try and respond to every single [response], positive and negative. And if there is an issue, we try and solve it. Same with positive feedback; we listen to what people like, and pass that onto our creators to help improve the content they produce.
Since implementing Service Hub, more teams at Unific are aligned around the customer. They're saving time by only using one tool, sharing more information, and providing a more enjoyable customer experience.
鈥淭here is now a shared visibility where everyone can see what鈥檚 going on. The product team goes into the feedback tool and reads NPS responses, for instance. We鈥檙e constantly sharing new metrics with leadership and everyone has a better view of the customer.鈥�
鈥� Doug Dotts, Unific
That's great news! With the Service Hub software, Doug's team was able to accomplish efficiency, cross-collaboration, and 鈥� most importantly 鈥� exceptional customer service.
But that's not all. Doug goes on to explain how the software has helped his team with ticket volume managemet, too:
A clear view of what tickets are a priority, so we can handle the big issues first while sprinkling in some smaller issues, has had a direct impact on our team鈥檚 results. In the tracking in Service Hub, we鈥檝e seen a rise and normalization of CES and a steady decrease over time in ticket volume.
What a success! Doug's team members are well on their way to continue strengthening their relationship with customers.
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