Support Best Practices
Notes we should be taking on every ticket
What is:
Writing out the goal, roadblock, resolution, relevant asset/example links, and other resources located (similar JIRAs, community posts, etc)
The different categories you can select when creating smart content
What is: country, device type, referral source, preferred language, contact list membership, and lifecycle stage?
Name the parents on the team
Who is Gaw & Kelsey
What the H.E.A.R.T. acronym stands for
What is Humble, Empathetic, Adaptable, Remarkable, Transparent?
The troubleshooting resources we should be checking and referencing before filing a JIRA
What is: checking the knowledge base, google, the community, the ideas forum, slack, Zorse, the troubleshooting guide on wiki, and JIRA?
Process to transfer a live chat or phone call to another Support Specialist
What is:
- Slacking the rep to ask if they are available for a transfer, waiting 2-3 mins for a reply, if YES then let the customer know they will be transferred, if NO then you continue to partner with the customer
The feature in HubSpot that lets you ensure only the right teams and users can view and edit assets
What is content partitioning?
The VP of Global Support at HubSpot
Who is David Hunt?
The number of employees HubSpot has globally
What is 3,387 employees?
Specific Wiki resource you should reference while working on filing a JIRA
What is the Product Specific JIRA Requirements wiki?
The process for handling a non-English chat conversation that is assigned to you
What is referencing the "Supporting in Multiple Languages" wiki for the appropriate sound bite to send to the customer in their preferred language?
The workflow feature that allows you to capitalize first letters of contacts' names
What is the "format data" workflow feature?
Dharmesh Shah's title at HubSpot
What is co-founder and CTO (chief technology officer)?
The company that announced HubSpot as #1 Best Place to Work in 2020
What is Glassdoor?
Process for asking follow up questions on a closed JIRA
What is: reopening the JIRA and leaving a comment for the PE? (*the follow up question must pertain to the open Zorse ticket you've attached to the JIRA)
The process when a customer asks if you can zoom while on a chat
What is: set the expectation that you are assigned to the chat channel, however can schedule a call for a later time/day if needed.
The tool to use if you need to verify that a user's permissions are enabled or disabled in a portal
What is the Notification Reporting Tool?
Who is Richard and Booker
The number of global HubSpot offices
What is 11 offices?
(Boston, MA - Portsmouth, NH - San Francisco, CA - Sydney, Australia - Gent, Belgium - Bogota, Colombia - Paris, France - Berlin, Germany - Dublin, Ireland - Tokyo, Japan - Singapore)
When you would change the Customer Urgency on a JIRA
When the customer has expressed frustration and urgency to the Support Specialist owning the case
How to confirm if odd behavior is a crit-sit (critical situation)
What is:
The backend tool you can use to verify the portions of an Academy certification course a customer has completed / if they passed the certification exam
Gaw's dog's names
Who is Maeby and Hammer?
The average price of HubSpot Stock in the past 12 months ($100-1000).
What is $500 USD?
When you would change the Priority on a JIRA
What is "never"? :)