Foundational Service Hub Consultancy
Beyond the standard onboarding experience, our foundational services empower you to unleash the complete potential of HubSpot's robust service tools.
Transform your client service operations with our expert consultancy services, meticulously crafted to elevate your strategies, optimise your service delivery, and revolutionise your overall service game.
Project Management
HubSpot Kick-Off Call:
We initiate the process with a call to align objectives and establish clear expectations for your HubSpot project.
Scoping & Business Analysis:
We foster close collaboration with you to define the project's scope, objectives, and crucial prerequisites for your HubSpot implementation or optimisation project.
This process involves setting goals, timelines and budgets, and identifying key stakeholders and team members. We complete a comprehensive evaluation of your current status, ensuring that it seamlessly aligns with your objectives while identifying any existing gaps that demand immediate attention.
Requirements Definition:
We document user stories, strategise data integration, and outline the requirements for reporting to craft a well-defined and purposeful roadmap.
Project Planning & Management:
We construct a project plan, oversee its methodical execution, and maintain channels of transparent communication throughout the project. This plan outlines the tasks, important milestones, and the delivery of vital components essential for the attainment of your objectives. It also encompasses resource allocation, rigorous budgeting, and a timeline for each phase of the project.
Reporting & Review:
We maintain continuous monitoring of performance, fine-tune utilisation for optimal efficiency, and hold your valuable feedback in high regard to ensure that your HubSpot implementation remains aligned with your objectives and persists in delivering enduring value.
Customer Surveys
We deploy a range of insightful surveys, including the Customer Satisfaction Score (CSAT), Customer Effort Score (CES), and Net Promoter Score (NPS), alongside bespoke surveys meticulously crafted to align with your unique business needs.
Our approach is centered on extracting meaningful insights from every customer interaction, ensuring that every piece of feedback is a stepping stone towards excellence.
By harnessing these insights, we empower your business to make informed, data-driven decisions that significantly enhance customer satisfaction and foster loyalty. This strategic focus not only drives tangible growth but also positions your customer service as a cornerstone of your business success.
Ticketing System
We provide expert assistance in managing your ticketing system, tailoring it to perfectly align with your unique business requirements.
Our service lays the foundation for a more organised and responsive customer support environment. By equipping your staff with the necessary skills to manage, prioritise, and effectively resolve customer issues, we enhance overall customer satisfaction. Our goal is to not only streamline your support processes but also to empower your team with the tools and knowledge essential for delivering exceptional customer service
Promoter Advocacy
Elevate your marketing strategy by transforming satisfied customers into enthusiastic advocates, thereby driving growth and building a community of brand ambassadors. Our tailored services are designed to develop comprehensive advocate programs that resonate with your audience, fostering genuine connections and nurturing long-term loyalty.
From crafting compelling advocacy campaigns to implementing strategic referral programs, we are committed to amplifying your brand presence and leveraging the power of customer advocacy.
Unlock the potential of advocacy programs to not only enhance your brand's credibility but also to generate positive, viral word-of-mouth marketing. Build a network of passionate advocates who will champion your brand, turning satisfied customers into your most powerful marketing asset
Customer Journey Mapping
Our services guide you through the process of creating a comprehensive customer journey map, tailored to your unique business landscape. We help you uncover valuable insights into your customers' behaviour, preferences, and pain points, enabling you to strategically align your offerings with their needs.
An evolving customer journey map allows you to gain a deeper understanding of your customers and paves the way for targeted improvements across each phase of their interaction with your brand. By creating a seamless, customer-centric experience that not only meets but exceeds expectations, you foster lasting connections and drive sustained success for your business.
HubSpot Kick-Off Call:
We initiate the process with a call to align objectives and establish clear expectations for your HubSpot project.
Scoping & Business Analysis:
We foster close collaboration with you to define the project's scope, objectives, and crucial prerequisites for your HubSpot implementation or optimisation project.
This process involves setting goals, timelines and budgets, and identifying key stakeholders and team members. We complete a comprehensive evaluation of your current status, ensuring that it seamlessly aligns with your objectives while identifying any existing gaps that demand immediate attention.
Requirements Definition:
We document user stories, strategise data integration, and outline the requirements for reporting to craft a well-defined and purposeful roadmap.
Project Planning & Management:
We construct a project plan, oversee its methodical execution, and maintain channels of transparent communication throughout the project. This plan outlines the tasks, important milestones, and the delivery of vital components essential for the attainment of your objectives. It also encompasses resource allocation, rigorous budgeting, and a timeline for each phase of the project.
Reporting & Review:
We maintain continuous monitoring of performance, fine-tune utilisation for optimal efficiency, and hold your valuable feedback in high regard to ensure that your HubSpot implementation remains aligned with your objectives and persists in delivering enduring value.
We deploy a range of insightful surveys, including the Customer Satisfaction Score (CSAT), Customer Effort Score (CES), and Net Promoter Score (NPS), alongside bespoke surveys meticulously crafted to align with your unique business needs.
Our approach is centered on extracting meaningful insights from every customer interaction, ensuring that every piece of feedback is a stepping stone towards excellence.
By harnessing these insights, we empower your business to make informed, data-driven decisions that significantly enhance customer satisfaction and foster loyalty. This strategic focus not only drives tangible growth but also positions your customer service as a cornerstone of your business success.
We provide expert assistance in managing your ticketing system, tailoring it to perfectly align with your unique business requirements.
Our service lays the foundation for a more organised and responsive customer support environment. By equipping your staff with the necessary skills to manage, prioritise, and effectively resolve customer issues, we enhance overall customer satisfaction. Our goal is to not only streamline your support processes but also to empower your team with the tools and knowledge essential for delivering exceptional customer service
Elevate your marketing strategy by transforming satisfied customers into enthusiastic advocates, thereby driving growth and building a community of brand ambassadors. Our tailored services are designed to develop comprehensive advocate programs that resonate with your audience, fostering genuine connections and nurturing long-term loyalty.
From crafting compelling advocacy campaigns to implementing strategic referral programs, we are committed to amplifying your brand presence and leveraging the power of customer advocacy.
Unlock the potential of advocacy programs to not only enhance your brand's credibility but also to generate positive, viral word-of-mouth marketing. Build a network of passionate advocates who will champion your brand, turning satisfied customers into your most powerful marketing asset
Our services guide you through the process of creating a comprehensive customer journey map, tailored to your unique business landscape. We help you uncover valuable insights into your customers' behaviour, preferences, and pain points, enabling you to strategically align your offerings with their needs.
An evolving customer journey map allows you to gain a deeper understanding of your customers and paves the way for targeted improvements across each phase of their interaction with your brand. By creating a seamless, customer-centric experience that not only meets but exceeds expectations, you foster lasting connections and drive sustained success for your business.
Retainer-based Services
Elevate your customer success with our ongoing HubSpot Service Hub Retainer services. Our comprehensive offerings extend beyond one-time solutions, providing continuous support to enhance your service delivery efforts and maximise your results.
We are committed to crafting and implementing tailored support strategies within the HubSpot ecosystem. From helpdesks to surveys, we ensure your support engine operates smoothly, driving sustained growth for your business.
Helpdesk
Helpdesk Management:
We focus on streamlining your helpdesk processes within HubSpot, ensuring swift and effective resolution of customer issues. This involves configuring the helpdesk to handle queries efficiently, integrating it with other tools for a seamless support experience, and ensuring that customer interactions are tracked and managed effectively.
New Employee Training:
Recognising the importance of skilled personnel in customer service, we provide comprehensive training for new employees. This training ensures that your team is proficient in using HubSpot’s helpdesk tools and is well-prepared to provide high-quality customer support.
Our approach in managing your Helpdesk through HubSpot is tailored to create a support system that is not only reactive but also proactive in addressing customer needs. This strategic focus on Helpdesk management is key to enhancing customer satisfaction and building long-term customer relationships.
Feedback Surveys
Implementation of Feedback Surveys:
We deploy comprehensive feedback surveys to accurately measure customer satisfaction and collect valuable insights. This approach is key to understanding the experiences and expectations of your customers, enabling us to tailor your services to meet their needs effectively.
Analysis and Continuous Improvement
By meticulously analysing the feedback received, we identify areas for service enhancement. This continuous improvement ensures that your services evolve in harmony with customer requirements, contributing to a refined customer service strategy.
Cultivating Customer-Centricity
Our focus on Feedback Surveys goes beyond mere data collection. It’s about fostering a culture of customer-centricity, ensuring your service operations are not just effective, but also adapt dynamically to the changing preferences and needs of your clients.
Knowledge Base
Content Creation:
We focus on developing a rich, detailed knowledge base, filled with self-service content. This approach is aimed at empowering your customers to find answers quickly and independently, reducing the need for direct support queries.
Knowledge Base Update:
Recognising that industries and customer needs evolve, we ensure your knowledge base is regularly updated. This keeps the information current, relevant, and useful, maintaining it as a dependable resource for your customers.
Our approach to managing your knowledge base within HubSpot is designed to enhance the customer experience by offering immediate access to the information they need, when they need it. This not only increases customer satisfaction but also streamlines your customer support operations
CRM Management
Our management and optimisation services are expertly tailored to enhance HubSpot's functionality, focusing on your evolving needs in customer support.
Health Check and Audits:
We conduct regular audits to improve ticket resolution efficiency and overall system performance.
Data Management and Clean-Up:
Ongoing management ensures your customer records are accurate, including deduplicating and updating contact details.
Customisation and Configuration:
Tailor your CRM for a streamlined service experience, with custom setups for ticketing systems and feedback channels.
Automation for Customer Queries:
Automated workflows are implemented to increase efficiency in handling queries and boost team productivity.
Training and Support:
Provide comprehensive training and support to your team, ensuring they can leverage the full potential of the platform.
Reporting and Analytics:
Develop insightful reports and dashboards for a deeper understanding of interactions and performance.
Integration Management:
Manage integrations with other tools to ensure efficient data flow and enhanced functionality.
Feature Updates and Adoption:
Keep your team adept with the latest updates, ensuring the use of advanced features for quality service.
Process Improvement Consulting:
Strategic advice is given based on data insights to continually refine customer service methodologies.
Strategic Consultations:
Engage in regular strategy sessions for ongoing development and improvement.
Helpdesk Management:
We focus on streamlining your helpdesk processes within HubSpot, ensuring swift and effective resolution of customer issues. This involves configuring the helpdesk to handle queries efficiently, integrating it with other tools for a seamless support experience, and ensuring that customer interactions are tracked and managed effectively.
New Employee Training:
Recognising the importance of skilled personnel in customer service, we provide comprehensive training for new employees. This training ensures that your team is proficient in using HubSpot’s helpdesk tools and is well-prepared to provide high-quality customer support.
Our approach in managing your Helpdesk through HubSpot is tailored to create a support system that is not only reactive but also proactive in addressing customer needs. This strategic focus on Helpdesk management is key to enhancing customer satisfaction and building long-term customer relationships.
Implementation of Feedback Surveys:
We deploy comprehensive feedback surveys to accurately measure customer satisfaction and collect valuable insights. This approach is key to understanding the experiences and expectations of your customers, enabling us to tailor your services to meet their needs effectively.
Analysis and Continuous Improvement
By meticulously analysing the feedback received, we identify areas for service enhancement. This continuous improvement ensures that your services evolve in harmony with customer requirements, contributing to a refined customer service strategy.
Cultivating Customer-Centricity
Our focus on Feedback Surveys goes beyond mere data collection. It’s about fostering a culture of customer-centricity, ensuring your service operations are not just effective, but also adapt dynamically to the changing preferences and needs of your clients.
Content Creation:
We focus on developing a rich, detailed knowledge base, filled with self-service content. This approach is aimed at empowering your customers to find answers quickly and independently, reducing the need for direct support queries.
Knowledge Base Update:
Recognising that industries and customer needs evolve, we ensure your knowledge base is regularly updated. This keeps the information current, relevant, and useful, maintaining it as a dependable resource for your customers.
Our approach to managing your knowledge base within HubSpot is designed to enhance the customer experience by offering immediate access to the information they need, when they need it. This not only increases customer satisfaction but also streamlines your customer support operations
Our management and optimisation services are expertly tailored to enhance HubSpot's functionality, focusing on your evolving needs in customer support.
Health Check and Audits:
We conduct regular audits to improve ticket resolution efficiency and overall system performance.
Data Management and Clean-Up:
Ongoing management ensures your customer records are accurate, including deduplicating and updating contact details.
Customisation and Configuration:
Tailor your CRM for a streamlined service experience, with custom setups for ticketing systems and feedback channels.
Automation for Customer Queries:
Automated workflows are implemented to increase efficiency in handling queries and boost team productivity.
Training and Support:
Provide comprehensive training and support to your team, ensuring they can leverage the full potential of the platform.
Reporting and Analytics:
Develop insightful reports and dashboards for a deeper understanding of interactions and performance.
Integration Management:
Manage integrations with other tools to ensure efficient data flow and enhanced functionality.
Feature Updates and Adoption:
Keep your team adept with the latest updates, ensuring the use of advanced features for quality service.
Process Improvement Consulting:
Strategic advice is given based on data insights to continually refine customer service methodologies.
Strategic Consultations:
Engage in regular strategy sessions for ongoing development and improvement.