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Configure Customer Support Pipeline(s)

Description

A well-structured customer support pipeline ensures that every client issue is tracked, prioritized, and resolved efficiently. In the payroll industry, this is especially critical given the complexity of services and high stakes for accuracy. This milestone involves creating tailored support pipelines in HubSpot for specific processes, such as Payroll Runs, Tax Notices, Service Additions, Training Requests, ACH Exceptions, and General Support. By customizing pipelines to reflect your unique operations, your team can maintain organization, track progress, and deliver exceptional support. Dashboards will also be created to monitor ticket volume, resolution times, and team performance across all pipelines.

Process Summary

  1. Define Pipeline Requirements: Collaborate to identify the key support categories your team handles, such as Payroll Runs, Tax Notices, and ACH Exceptions.
  2. Pipeline Creation: Build multiple ticket pipelines in HubSpot, each tailored to a specific support category, with defined stages (e.g., Open, In Progress, Awaiting Client Input, Resolved).
  3. Ticket Properties Setup: Add custom properties to tickets for tracking details such as urgency, issue type, client priority level, and more.
  4. Automation Setup: Configure workflows to assign tickets, send notifications, and automate updates as tickets progress through the pipeline.
  5. Dashboard Development: Create dashboards to track metrics for each pipeline, including ticket volume, resolution time, and outstanding issues.
  6. Testing and Refinement: Test the pipelines and automations with sample tickets, refine as needed, and ensure usability for the team.

Example Pipelines for the Payroll Industry

  • Payroll Runs: For issues related to weekly or biweekly payroll processing.
  • Tax Notices: To track and resolve inquiries related to tax notices or compliance.
  • Service Adds: For onboarding or adding new services to a client’s account.
  • Training Requests: For scheduling and tracking client training sessions.
  • ACH Exceptions: To handle issues with payment processing or exceptions.
  • General Support: For miscellaneous client inquiries or one-off issues.

Requirements

  • A list of support categories and stages for each pipeline.
  • Input on ticket properties and workflows needed for automation (e.g., urgency, escalations).
  • Collaboration to define reporting metrics for each pipeline.
  • Feedback during testing to ensure pipelines align with team workflows and client expectations.

Milestone in Action

Demo video coming soon.

Key Outcomes

  • Multiple pipelines tailored to your support processes for better organization.
  • Improved resolution times with automated workflows and clear ticket tracking.
  • Visibility into performance across all pipelines through detailed dashboards.
  • Enhanced client satisfaction by streamlining complex support operations.