Service Hub

To demonstrate the 360 degree view of a customer with Marketing + Sales + Service teams working all in the same system.

Instructions:

1. It’s helpful to have a demo ticket record that you can easily show all of the information you can collect from a ticket record.
2. On the right hand sidebar, under “tickets”, click “add ticket” and create a ticket.
3. On the ticket, create a note describing a customers issue and pin it to the top of the ticket timeline.
4. Create a new ticket or choose an existing ticket and add the following to the ticket:
   1. An associated contact with a valid email address (use one of your contacts you added in the first step)
   2. A pinned note describing the customer’s issue.

When should I show this?

• For any prospect that wants to turn the way they Service customers into a growth engine for Marketing + Sales
• For Sales Customers: feedback surveys help Sales identify best-fit customers for up-sell.
• For Marketing customers: feedback surveys help identify potential case studies and drive referral campaigns.

Instructions:

1. Go to the feedback surveys tool (Service > Feedback Surveys)
   1. Note: make sure your contacts you added in the first step are added here so you’ll have analytics surveys.Create an NPS Survey.
   2. Delivery Method should be “email”
   3. For recipients, choose “Start from Scratch” > contact property > create criteria > “lifecycle stage” = “customer”
   4. Customize any other settings on the survey then publish the survey.
2. Fill out your teammates’ survey when you receive it. 

When should I show this?

• An existing Service Starter customer interested in Service Hub Pro for more Advanced Automation.
• An existing customer looking to better scale their support channels.

Instructions to setup:

1. Go to workflows and create a workflow folder called “Demo Workflows”. 
2. In that folder create three ticket workflows, you can show on demos:
   • An “escalation” workflow
     • When a ticket is marked as “high priority”, escalate (send an internal email or notification) to a manager.
   • A “ticket task” workflow
     • When a ticket has been open for longer than a few days, assign a task to the ticket owner.
   • A “ticket rotation” workflow
     • When a ticket has been created, rotate the ticket amongst a service team

When should I show this?

• Sales Cross-sell
  • Saves sales reps a ton of time by not repeatedly answering the same questions. 
• Marketing cross-sell:
  • SEO benefits
  • Ease of article creation - owned by the marketing team

Instructions to setup:

1. Create a support form:
   • Go to Marketing > Lead Capture > Forms.
   • Click “Create Form” > Regular form.
   • Under templates select “Support Form” 
2. Go to Service > Knowledge Base and “Set Up your Knowledge Base”
3. Customize your template
   • Under “Navigation Bar”, toggle on Support Form. This will add a “contact us” link in the header of your Knowledge Base.
   • Add a couple of categories and toggle them as “visible”
4. Add articles
   • If you need content, copy a few articles from the Biglytics KB.
5. Go to your Knowledge Base and submit the contact us form.

When should I show this?

Remember, you can demo Service Hub using your Demo Account. To learn how to access your demo account, visit this resource page.

Click here to watch a demo walkthrough of the latest Service Hub features.