The problem this solves
Support debt looks like this: the same ten questions answered manually every week by your most knowledgeable people, a knowledge base last touched two versions ago that customers tried once and abandoned, tickets routed by whoever grabs them, no reliable picture of what customers ask most, and response times that depend on who is on holiday. Every new customer adds load; nothing in the setup converts repeated questions into self-service answers, so the team scales by exhaustion.
How we work
We audit both sides of the help equation. The assisted side: channel inventory, ticket flow from arrival to resolution, routing and prioritization logic, response and resolution patterns from your ticketing history, and where SLAs exist versus where speed is luck. The self-service side: knowledge base coverage tested against what tickets show customers actually ask, findability of the articles that do exist, and whether the site, product, and support flows ever direct anyone to them.
The core analysis crosses the two: which high-volume ticket categories have no self-service answer, which have answers nobody finds, and which genuinely need a human. On HubSpot Service Hub portals we also assess how much of the configured tooling, routing, SLAs, and the knowledge base itself, is actually being used versus paid for and idle.
The deliverable is a support findings report with volume and response baselines, a deflection opportunity map ranked by ticket volume, and a fix plan spanning process, content, and tooling.
Deliverables
- Channel and ticket flow audit with measured response and resolution baselines
- Ticket topic analysis: what customers actually ask, ranked by volume
- Knowledge base coverage and findability assessment against real ticket topics
- Deflection opportunity map: which volume is answerable without a human
- Fix plan across routing, SLAs, content, and tooling utilization