4/29/2023 0 Comments Hubspot snippetsSince we migrated to sending customer support emails and responses through Service Hub, we had to make sure that all of our contacts are enrolled in a way that is GDPR compliant. Our solution is to keep our Zendesk account active at the lowest possible level so we can refer to ticket history if needed, until we no longer need access to it.Īnother challenge was figuring out GDPR logistics. We had almost a decade of ticket history to consider! There is a way to migrate that history, but we found that we couldn’t assign ticket history from Zendesk to a contact record in HubSpot. The migration from Zendesk to Service Hub was not difficult. With the feedback tools, you can set up triggers based on responses and that can be really powerful for your organization when it comes to enhancing the customer experience. You can set up custom responses and really streamline and operationalize your feedback cycle. Zendesk has basic feedback features, but again, nothing this powerful. Zendesk doesn’t offer this level of robust customization.įor us, this is by far the main reason we decided to go all in with Service Hub. One of the lesser known features is access to better email templates and custom snippets, so your team can create multiple email templates that look amazing, and preset snippets to common questions. You can streamline support efforts with some pretty cool features like live chat, a knowledge base, and conversational bots. Sam keeps a tight rein on his technology budget, so in the end he made the decision that the cost was not an issue for us. Assuming you are not using the free version of Zendesk, you need automation, and you have multiple users, then Service Hub is more cost-effective than Zendesk. Service Hub is more cost-effective per user. We can set up triggers to create a deal for sales, enroll clients into email sequences based on their support ticket needs or send notifications to internal team members, all using Workflows. ![]() If you’ve had any experience with the marketing Workflows in HubSpot, then you’ll understand the power here. We can automate our customer service processes in a more personalized and customized way - with ticket routing, escalation, and task creation. Service Hub’s capabilities for automating tasks takes it to another level. Zendesk has simple automations for replies and surveys. This is a major benefit for the sales or account growth teams to step in if they see an opportunity to go above and beyond for our clients. Anyone who isn’t part of the support team can easily view the history, including account managers, the client’s core marketing team, and sales team members. All support ticket history and replies now live in our CRM. It just makes sense to have our customer service information in the same system. We use HubSpot for our CRM, Sales software, Marketing automation, and website CMS. We Chose to Migrate from Zendesk to Service Hub: Here’s why we decided to make the switch. In the end, the benefits outweighed the pain of migration. So, it wasn’t an easy decision when we considered migrating from Zendesk to HubSpot’s Service Hub. Sam simply answered support emails that came directly to him. I was talking to our Head of Technology, Sam McKinney, and he remembered the days when we had no ticketing system at all. For almost a decade, we at Mojo Media Labs have used Zendesk as our support ticketing system. The problem is, customer service is evolving and our tools have to evolve as well.Ĭustomer service software is part of that evolution. ![]() ![]() As you delight and engage your customers, they return the love by remaining loyal to your brand and recommending you to their network. B2B customers with high customer engagement scores achieve 50% higher revenue/sales. In fact, investing in client engagement is a key growth strategy. In the B2B world, it takes considerable time and effort to win a new client. If you want to grow your company, then you have to think about customer service and retention.
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