The Institute for Luxury Home Marketing (ILHM) is a career development organization that helps real estate professionals acquire the knowledge and skills to work with upper-tier clients and luxury properties.
Historically, ILHM’s customer support team had been operating without formalized workflows.
Despite the team’s singular goal of solving the customer’s problem, processes varied widely from representative to representative. The lack of coordination created inefficiencies in tracking and reporting, and hampered efforts to provide timely assistance.
We identified four key customer support functionalities that would need to be addressed:
We decided that HubSpot’s Service Hub would be the best product to build uniform processes, unite customer support with the client’s CRM, and provide functional reporting capabilities for ILHM.
Here’s what we did:
Additionally, One of the support email aliases was receiving high volumes of spam. We needed to ensure that contacts with actual support requests would generate a corresponding CRM record, and keep incoming spam from generating invalid CRM accounts.
We explored two workarounds to overcome the issues with ILHM’s email aliases. One was to use the HubSpot support inbox as a forwarding address for all support requests. After some testing, we found that this method was hindered by the volume of spam coming through ILHM’s support email address.
Ultimately, we decided to use HubSpot’s sales plugin to link Outlook and HubSpot Service Hub. With the plugin installed, contacts would only be generated in the CRM when a CSR actually responded to an email. From there, CSRs could create and associate tickets with minimal time and effort.
ILHM now has a fully integrated customer service process. Tickets are customizable, trackable, and linked with corresponding CRM records. Additionally, reliable and detailed dashboard reporting is enabled, allowing management to oversee efficiency, spot service issues, and assess productivity.