Channel Switching: Chat with Customers Anywhere

Joakim Steenfos

1 May, 2023

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Channel Switching: Chat with Customers Anywhere

Want to stay connected with customers regardless of channel? Then you can use channel switching, a feature within HubSpot Service Hub. It enables communication across multiple channels, ensuring that your customers receive their support. In this article, we’ll explore how channel switching can help increase retention rates, its benefits, a step-by-step guide to set it up, and how Radiant can assist you in utilizing HubSpot’s features.

Why Channel Switching Can Help You Increase Retention Rate

Firstly, channel switching gives a better customer experience by allowing them to communicate via. their preferred channel, whether it’s email, live chat, or phone. By providing this flexibility, you can reach them anywhere they want. Furthermore, channel switching ensures that important context and conversation history is saved, which makes it easier for your support team to resolve issues more efficiently and effectively.

What are the Benefits of Channel Switching in Correlation to Service

In addition to increased customer retention, channel switching offers numerous benefits for your service team. For instance, it streamlines workflows and reduces response times, as agents can quickly switch between channels without losing critical information. Moreover, centralized communication allows for improved collaboration, as team members can easily access conversation histories and provide timely, informed support.

A Step-by-Step Guide to set it up

Channels are the various routes through which users can reach your team. By connecting channels to the conversations inbox, messages from all channels are consolidated for easy management. There are five types of channels:

  • Team email: Link a team email channel to route emails sent to a shared team address to the inbox. You can connect Gmail or Office 365 email accounts, or set up a hosted email account. Customize the from name, from address, team email signature, and control which team members receive incoming emails.
  • Chat: Connect a chat channel to integrate chatflows into your website pages. Customize team availability and chatflow branding when you set up the channel.
  • Facebook Messenger: Link your Facebook Messenger channel to add a chatflow to your Facebook Business page. This will make messages sent to your business on Facebook appear in your inbox.
  • Form: Connect a form channel to gather form submissions in the inbox, allowing your team to respond to submissions as they would with any other incoming conversation. When connecting a HubSpot form, a ticket can be created in the inbox for each new submission.
  • WhatsApp Business account: With a Marketing Hub or Service Hub Professional or Enterprise account, connect a WhatsApp Business account to send and receive messages using a verified WhatsApp phone number. Learn more about connecting a WhatsApp Business account as a channel in HubSpot.

Channels can be connected to an existing inbox or while creating a new inbox in your HubSpot.

An Example Where It’s Relevant for a Company

Consider a B2B software company that offers support via email, live chat, and phone. A customer initiates a live chat seeking assistance with a complex issue. The support agent, realizing that the issue would be better addressed through a phone call, quickly switches channels and initiates a call with the customer without losing any chat history or context.

How Radiant Can Help You Utilize Features within HubSpot

Radiant specializes in helping businesses maximize the potential of HubSpot. Our team will work with you to understand your unique needs, customize your setup, and train your team to ensure that you’re leveraging HubSpot. If you have any questions about HubSpot don’t hesitate to contact us.

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