Course Outline

Module 1: HubSpot Service Hub Core Configuration

• Navigating and personalizing the Service Hub interface

• Deep dive into customer profiles, companies, and the interaction timeline

• Configuring ticket properties, pipelines, and stages to match your process

• Lab: Build a customized ticket pipeline for your business

Module 2: Advanced Ticket & Pipeline Management

• Creating, assigning, and prioritizing tickets with best practices

• Utilizing automation for ticket routing, assignment, and follow-ups

• Implementing SLAs (Service Level Agreements) within HubSpot

• Workshop: Design a complex automation workflow for ticket escalation

Module 3: Building a Deflection Strategy: Knowledge Base & Snippets

• Strategy for creating and organizing a user-friendly knowledge base

• Writing effective solution articles that customers can find and use

• Utilizing snippets for fast, consistent, and accurate responses

• Activity: Audit and improve existing articles; create new ones

Module 4: Customer Feedback & Surveys

• Setting up and customizing Customer Satisfaction (CSAT) surveys

• Configuring Net Promoter Score (NPS) surveys for loyalty measurement

• Analyzing feedback results and creating reports to share insights

• Workshop: Build a feedback loop process for closing the loop with customers

Module 5: Reporting, Analytics & Service Operations

• Identifying key customer service metrics (volume, resolution time, satisfaction)

• Building custom reports and dashboards for team and executive visibility

• Using reporting data to identify training opportunities and process improvements

• Final Assessment: Present a service performance report with actionable insights