Check out your complete guide to modern B2B ticketing here
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HubSpot is an established CRM software solution with a 38.59% market share and thousands of users that leverage it to expand their businesses. Known for its marketing, sales, and operations automation capabilities, HubSpot also provides a customer service solution to support customers.
Through HubSpot Tickets, companies can manage customer requests in one shared inbox. But customers are now on Slack, right? Thus, it makes sense to manage these requests within a platform that’s convenient for all parties involved.
The native HubSpot and Slack integration is inefficient and clunky, forcing teams to switch contexts and causing frustration due to significant inefficiencies. Thena rose to the challenge of creating a powerful bi-directional communication between Slack and HubSpot.
Ready to learn more about how HubSpot-Slack integration with Thena can benefit your business? Let’s get to the bottom of this!
Slack and HubSpot both offer valuable functionalities that modern businesses highly value. While HubSpot excels in customer relationship management, Slack is the platform for real-time communications. Therefore, integrating these two tools is a logical step.
Here are five reasons why you should also integrate HubSpot with Slack.
1. Native Integrations are Bleak:
From a technical perspective, native integrations don’t offer much. In other words, much like the majority of email ticketing systems and CRM solutions, native integrations between two platforms don’t always work for the benefit of the end user. In fact, they lack functional capabilities that truly make a difference and help you delight your customers.
What exactly doesn’t work?
2. Rising Importance of Serving Customers via Their Preferred Channels
In addition to the technical capabilities, it’s also crucial to understand how such integrations play out in light of changing customer demands.
Just like in the B2C setting, B2B buyers now want an immediate and seamless customer service experience. Gartner predicts that by 2025, 80% of B2B sales interactions between suppliers and buyers will occur in digital channels, such as Slack. For this reason, Slack is gaining momentum as a platform to solve issues and communicate with vendors directly. And with the integration, agents can stay on HubSpot while customers stay on Slack.
3. Better Scalability for Rapidly Growing B2B Companies
Using HubSpot for support while communicating with customers through Slack, particularly when dealing with over 30 channels, can lead to the chaotic management of requests.
Without a proper integration in place, there is a high chance of missing customer requests or having to transfer data between the two systems manually. Expecting agents to handle multiple Slack channels can ultimately result in a decline in customer service quality and cause confusion among all parties involved.
4. Increased Visibility
Integrating Slack and HubSpot improves visibility into customer requests and enhances service quality. By connecting these platforms, customer service teams gain centralized communication and real-time notifications for prompt attention to inquiries.
In addition, Slack's collaborative features facilitate troubleshooting and efficient teamwork for faster problem resolution. The integration also offers quick access to customer information, empowering agents to provide personalized support. Task management and ticket assignment within Slack streamline workflows and ensures no tickets get dropped or unattended.
5. Time-saving Automation of Interactions
The integration of Slack and HubSpot streamlines customer interactions, optimizing efficiency and saving valuable time. By connecting these platforms, teams can seamlessly collaborate and access customer information in real time. This integration enables automatic notifications, ensuring timely responses to customer queries and eliminating the need for manual follow-ups.
Above all, the integration eliminates the hassle of switching between multiple tools and reduces information silos, enabling support teams to provide faster resolutions via Slack.
HubSpot-Slack integration by Thena allows you to connect both applications and synchronize conversations between these platforms. As the integration is bi-directional, neither your customer support agents nor your customers need to switch platforms, ultimately reducing resolution times.
In a nutshell, Thena’s HubSpot integration makes doing business easier for agents and customers as it bridges the gap between teams to deliver faster and better resolutions.
Let’s take a look at some of Thena’s capabilities.
1. Easy Request to Ticket Conversion
One of the key benefits of Thena’s HubSpot integration is that it allows for seamless conversational ticketing.
How does that work in practice? It’s simple. Your customer asks a question in Slack, Thena converts it into a HubSpot ticket, and your support team takes it from there. Your clients stay on Slack while your support agents are on HubSpot. It's a win-win.
2. Better Control Over the Entire Ticket Lifecycle
With HubSpot-Slack integration, your team has complete control over the whole support ticket lifecycle. Support agents can move tickets through a predefined sequence (Open>Pending>Close) or escalate them further.
As an added benefit, teams can share and attach rich media, including attachments, photos, gifs, and hyperlinks.
3. Kanban Boards for Visibility and Productivity
78% of companies use Kanban boards for better workflow management and increased visibility of work. Kanban boards allow for better efficiency in ticket management, boosting time-to-resolution and delivering better customer outcomes.
For this reason, our HubSpot-Slack integration lets you see all HubSpot tickets directly in Slack at either the customer or the organization level.
4. CSAT Scores
Not collecting customer feedback would be a rookie mistake, yet gathering satisfaction scores or measuring other metrics outside Slack is challenging. Customers are more likely to respond to surveys if you do them on Slack.
Thanks to Thena’s HubSpot integration, you can easily collect CSAT scores and leverage their feedback to improve your service.
5. Unrivaled Ticket Escalation
Once in a while, you might need to escalate customer requests or “case swarm” them for faster resolutions. Thena’s HubSpot integration enables you or your customer to raise the priority of a ticket and bring in experts at the right time to help with the issue. The escalation is also immediately visible on HubSpot.
6. Configure the Integration to Suit Your Business Requirements
White labeling and a high level of customization are two secret ingredients in Thena’s HubSpot integration. Configure your Slack-HubSpot integration to fit your business requirements and workflows, and keep your customers always informed.
7. Automatic Tagging of Your CSM
As you’re probably aware, some customers' issues can quickly get out of control, so to prevent that, Thena automatically tags the CSM in Slack when the ticket is created by somebody else. This allows the CSM to monitor the escalation to ensure positive customer service and lifelong retention.
8. White-labeling Done Right
Thena is designed to provide a noiseless and seamless experience for customers. It operates discreetly, ensuring that the customer is unaware of how the responses are generated.
Instead, the customer sees the name and image of the support agent, creating a personalized and authentic interaction. This approach allows you to offer your customers the highest level of service and attention they deserve, resembling the white-glove treatment they expect.
Configuring your Slack-HubSpot integration from scratch with Thena is easy. In fact, the process takes just a few clicks. Here are the step-by-step instructions:
You also need to tailor the configuration to suit the distinct requirements of your organization. With Thena, you can match each Slack channel to the relevant HubSpot account, enable HubSpot response medium, and much more.
Check out Thena’s technical guide on HubSpot Tickets and Slack integration.
Integrating the two platforms through Thena brings numerous advantages. To ensure a successful implementation and a great experience for customers and internal teams, following best practices is crucial.
Now that you’ve got the lowdown on Thena’s HubSpot integration, its capabilities, and its benefits, you should take a plunge and see how it works in practice!
After all, sales, marketing, and customer support fundamentally revolve around cultivating relationships. And these relations can be best cultivated via a convenient medium for all, which is Slack.
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