HubSpot Customer Agent Setup
A Breeze agent answers chat from your knowledge base and hands harder cases to a person with the full conversation.
- phaseImplementation
- engagementProject
- productService Hub
The problem this solves
People on chat answer the same questions over and over, or an old chatbot sends customers to a form. After hours, nobody answers. Most answers are already in your instructions and on your website, but the chat doesn’t use them.
How I work
The agent answers only as well as its sources. So I start by comparing your knowledge base and website content with the questions in your tickets, and I fill the gaps. If you don’t have a knowledge base yet, I suggest starting there.
Then I set up the agent with the topics it answers, the topics it hands off, its tone and when it passes the conversation to a person. A handed-off conversation goes to the right person by your routing rules. Before launch, I test the agent on questions from past tickets and log every wrong answer for fixing. After launch, I read conversations with your team, and we improve the articles and scope. The agent uses HubSpot credits, so I estimate usage before launch.
What you get
- Knowledge base and website checked against customer questions
- An agent with a set scope and tone
- Handoff to a person with the full conversation
- Tests on questions from past tickets
- A report on conversations closed without a person
- Fixes after the first customer conversations
What usually goes with this service 3
HubSpot NPS and CSAT Surveys
CSAT after a ticket and NPS during the relationship, with low scores sent to the account manager as a task.
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HubSpot Customer Service Reporting
Dashboards for your service team, manager and leadership, updated live from tickets in HubSpot.
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HubSpot Knowledge Base and Customer Portal
Customers find answers to common questions and check ticket status without sending an email.
Learn moreLet’s check whether this service fits your situation
After you submit the form, you pick a time in my calendar. I prepare the scope and a quote after the call.