HubSpot's VP of Global Support & Services Emily Haahr uses her experience to demonstrate how you can enable your customers to become their own best support team.
Emily began her HubSpot career in 2010 as an Inbound Marketing Consultant, and to this day has gone on to develop a self-service and customer outcomes-based model that’s a core part of HubSpot’s service strategy. Emily’s work is driven by her belief that customer support is the backbone of any company. She is passionate about HubSpot’s customers and is constantly thinking about new ways to help them grow better.
2. And now a note from our legal department:
The content in this presentation does not reflect
HubSpot's past or future performance, nor should it
be interpreted to suggest present or future software
development. Any people, places, or events
portrayed in this presentation are my own views and
not on behalf of HubSpot, Inc.
John Kelleher,
HubSpot General
Counsel
12. “We have to solve
customer problems
completely by
ourselves.”
13. “We have to solve
customer problems
completely by
ourselves.”
Myth!
14. 41%of HubSpot support cases
tagged “resolved with
documented solution”
90Ktickets submitted
$7MMof support costs
Doing it all yourself is expensive
15. 77%of solutions on HubSpot
Community were authored
by other customers
Customers want to learn from each other-
not just from you
20Kpaying customers have
interacted with HubSpot
Community in 2018
75%of questions were posted
by customers wanting help
from other customers
16. Friction leads to unhappy customers
Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered
trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
17. To better serve your
customers, remove any
friction that’s in the way
of them getting help
18. To learn more about
customer service best
practices, click here.
20. Identify places where your support team
is doing something they don’t need to
be doing.
29. Community Forum
“We are constantly pulling in other
community contributors to help solve
problems to a topic that might not
be in our own knowledge
wheelhouse. We care about the
culture and helping our fellow
HubSpotters.” – Tim Joyce, HubSpot
Community member
45. Features of the Network
What does the network need to be able to support?
Features
46. Features of the Network
What does the network need to be able to support?
Channels
Features
47. Features of the Network
What does the network need to be able to support?
Channels
1-on-1
meeting
Chat
Email
Phone
(Inbound/
callback)
Channels
Features
48. Features of the Network
What does the network need to be able to support?
Channels
1-on-1
meeting
Chat
Email
Phone
(Inbound/
callback)
Real-time
conversation
Features
49. Features of the Network
What does the network need to be able to support?
Channels
1-on-1
meeting
Chat
Email
Phone
(Inbound/
callback) Multiple
languages &
time zones
Real-time
conversation
Features
50. Features of the Network
What does the network need to be able to support?
1-on-1
meeting
Chat
Email
Phone
(Inbound/
callback)
Static
resource
library
Real-time
conversation
Multiple
languages &
time zones
Channels
Features
51. Promotion & Awareness -
Those Needing Help
● On all of your content
● Within the product
● During onboarding
52. Promotion & Awareness -
Those Who are Helping
● Product power users
● Active Community participants
● Ask as soon as they’ve had a
delight experience
● Partners (lead source)