Very early on in the process of building Plannuh, Peter recognized the need for a tool that would allow him not only to prospect and build interest in the concept of the new platform but also one that allows him to create a personalized customer experience for his customers.
When they had a beta version of their product, customers called him on his cell phone or personally emailed him with customer support questions or customer feedback. Since Plannuh was new, he was more than happy to offer this personalized customer support experience. However, he was able to recognize that clients calling him on his cell phone or personally emailing him wasn’t scalable as they became a ready-to-use platform. To make sure they had the right support system in place before they acquired more customers, they started their search for a customer service platform.
During the research process, they found a lot of software options but most of them seemed too complicated to use. They just needed a tool that would let them build a customer support system from scratch. Other software companies spoke of migrating from legacy systems or seemed to only cater to enterprise-level companies, which was not what Plannuh needed at this early stage of their company. Choosing HubSpot was a no-brainer because it offered a simple solution to customer service, as well as fitting their mission to be customer-first.
“HubSpot was just easier and cheaper. [HubSpot] makes it really easy to do business with. We’re really aligned with the whole content marketing, inbound marketing strategy. It’s core to the way we think about marketing, so that fit really well. All those reasons made it super simple for us to make the decision.”
HubSpot has proven to be an easy-to-use platform that also allows Plannuh’s developers to make custom integrations. With the belief that great support should be a core part of their product, they integrated the support chat experience natively into Plannuh. Peter says “By offering support right inside our product, we believe that we will identify usability issues sooner and improve customer satisfaction for all users. And we believe that we will reduce the likelihood of customer churn by addressing issues right when they happen.” Since using HubSpot for marketing, sales, and services, customer engagement has increased.
The HubSpot platform now plays a key role in how the company delivers service to their customers. The custom integration that connects their SaaS product with the HubSpot CRM has allowed them to have a holistic picture of their customers’ data, including Plannuh product usage. This 360 view of the customers allows the team to provide tailored support to each user as well as segment clients and prospects in a single platform with all the same workflows and data.
Because customer support has been so important all-around, Peter also wanted the team to continue to be easily accessible and approachable for their customers. That’s why they enabled in-product support with HubSpot so that users can directly engage the support channels within Plannuh. In this sense, HubSpot’s live chat plays a huge role as the main support channel. Additionally, they use HubSpot’s Slack integration with Conversations to notify the team each time a customer is using live chat to contact support. When a chat comes in, the entire team is notified, resulting in almost immediate responses to customers.
“People prefer chat because they want an answer immediately. We make chat available as the default model, so virtually all of our support interactions come in via the chat channel.”
To further enable this specialized support, Plannuh’s platform is also integrated with HubSpot’s knowledge base tool. They add new articles when pushing new functionalities to ensure that there are always up-to-date resources available to their customers. Since they moved everything into the knowledge base, it has now become the central source of documents and resources.
“In the beginning, we had to do a product release to update help information, that was insane. We moved everything into the knowledge base so everyone can update info” Peter says. Now, anyone in the company can update the information, Excel templates shared with customers can be published directly to the knowledge base and they are able to link to this tool from their product. HubSpot’s knowledge base feature is now acting as the main resource library for their customers.
Plannuh’s team is planning big things to come with HubSpot. Particularly to seamlessly integrate the service into the product experience, Peter hopes to use machine learning technology to further enhance product support so that when a customer needs help, the platform can provide insights and recommendations in a smart and friendly manner – perfectly aligning their support with the overall company branding.
“We’re trying to blur the line between what the product knows, what support knows and how this all works to create an amazing customer experience.”
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