How a Marketing Startup Eliminated a 6-Week Support Backlog and Achieved 4.5/5 Customer Satisfaction
Platform migration and smart automation transform overwhelmed support team into efficiency powerhouse
to 48 Hours
Massive backlog eliminated
Reduction in Tickets
Self-service automation
Customer Satisfaction
Dramatic improvement
Agent Happiness
Stress eliminated
The Challenge
This growing startup was drowning in customer support chaos. Using HubSpot's service desk, they faced a 6-week ticket backlog that was getting worse daily. Support agents couldn't find previous customer interactions, had no efficient way to handle common queries, and lacked visibility into recurring issues. Customer satisfaction was plummeting, and the support team was overwhelmed and stressed.
The Solution
Complete platform migration
Seamlessly moved from HubSpot to Zendesk with zero data loss during planned downtime
Smart automation implementation
Built custom macros, triggers, and workflows to handle 70% of common queries automatically
Self-service knowledge base
Created comprehensive customer help center with searchable articles and process documentation
AI-powered chatbot integration
Deployed intelligent chatbot for instant responses to frequently asked questions
The Results
to 48 Hours
Eliminated massive backlog and maintained sub-48-hour response times
Reduction in Tickets
Self-service options handled most common queries without agent intervention
Customer Satisfaction
Dramatic improvement from previous satisfaction scores
Agent Happiness
Support team stress eliminated, job satisfaction increased significantly
Issue Visibility
Management could now identify and address recurring problems proactively
The Process
Discovery & audit
Analyzed existing HubSpot setup, identified data migration requirements, and documented current workflows
System optimization
Cleaned up redundant tickets, streamlined workflows, and prepared optimized Zendesk configuration
Seamless migration
Executed complete data transfer during off-peak hours with comprehensive testing protocols
Launch & training
Validated all data integrity, trained support team on new system, and went live with full monitoring
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