Är du redo att ta din kundservice till nästa nivå?

Yes, we will have some coffee, cheers. Cheers. Cheers. We have Anders with us anyway. Do we have anyone else here? He was first in. It usually takes some time before. and últimos500, Undh, One. But I'm thinking maybe we should start thinking about getting started. That sounds like a plan. Welcome here. We thought to talk a little bit about servicehub today. And with me to do that, I have Victor. Victor knows you part as one of our transport stars. I work daily with customer as a customer manager. But also sometimes helps me a little bit to the museum. And with me I have Robert, founder and CEO here in Resultify. And probably the most passionate human in the world when it comes to HubSpot. I've met someone more passionate than Kyle Jebsson. He's more passionate. What do we have chosen to talk about then servicehub? I would submit that it is well that hub that has received the biggest lift lately. There are very much new features that I think are very good users who can get better even daily work in Hamswood. Yes, they have baked on an incredible amount of features that we will show today in the service hub. And that's AI, it's incoming calls, it's a whole new layout, it's skillsrouting, it's sick a lot of functionality. So it's going to be very exciting. Shall we, I think this way, if anyone has any question it goes shitty good typing it straight in the chat. So comes Kristin sitting here in the room and hiding. Stretching up a hand and making us pay attention on that now let's check in the chat. So do you have any question type it in the chat. And then we will save 10-15 minutes at the end where you can also ask questions of course. But I'm thinking we're running. And then I think we'll start by showing the help desk itself. In the past, the service section was called tickets and now it's called helpdesk. What's the difference, Victor? We'll find out. Yes, then I imagine you knew that. You don't show the screen. Yes, I have said. Yes, you do. Yes. So, now we see my screen. So this is then in our own portal actually. We are, of course, running Habsport ourselves. We run all the modules and... The meeting is recorded, Magnus. So you can check it out then. So that here is then our help desk. And what we meet then, this is then our current case we have here right then. Mm. And what is it that we see then? On the left some kind of filtering. That's exactly. It is us and then where we can keep track of what has come in, what has not been awarded. What cases are assigned to me for example. My team. And then my team open cases. And then all open cases. So that one gets sort of a total overview. But this matters, they can come in from different sources if i understand it correctly. That's exactly. So that it goes connected on incoming calls, chat, painter, several different email addresses for example. Mm. So that one might say, it's sort of a place where you get everything in the same place. So you don't have to have different platforms and different places to find errands. Without it all lies collected. Yes. Then we've also got a little new layout here then, feature that I intended to show off. This is how up on the right as you guys who have this the hub already today so you can already start testing this. But here you then have the opportunity to see its case in slightly different models then. So that here we have, for example, a list village. We can jump over to a divided village. Where we have a list out on the left. But then we sort of have the chat so we can handle the matter in the middle. And then so it associated on the right eh? That's exactly. So here we also have the overall customer picture then. We have the contact card. We have which company it applies to. And would this be a deal attached to this one the person and the company so we had seen this too. So that we have like this 360 view that everyone is ranting about today. Yes. No, but because that's what most often is important when getting a case in. What have they bought before? What kind of SLA do they have? Who is the customer? After all, it gives an awful lot to solve the case itself. Then the last layout is that one can get this in a teleboard or board. Just as one might be more used to seeing their deals in for example. Where we have the different steps. Where in the process of our cases are we right now. Yes and sure it is so Victor that they here the steps can be automated too? They can be automated. After all, they can be adapted to suit your process. And you can also have several different pipelines if you have different types of case that require a different process. Yes. Can you give an example of an automation that could happen here then? Yes. Last now a couple of weeks ago it came a beta feature that one can connect on OpenAI. It's been quite good one question. Is there integration to Jira Gustav? Yes. No but a couple of weeks ago it came a very nice and interesting update that I think one can benefit very much from now ahead. It is that before, AI has been limited in Habsport's own tools. But what came now was that you could make a direct connection against OpenAI. So in a workflow for example here then. So we bring in a case and then we ask OpenAI a question. So in this case I've made an example here that we take the description of the ticket or the case. And so we ask AI to categorize this automatically based on what they've said. Yes. So from here, for example, it comes in a case. And then the AI will say that these are problems with the product. There are problems with payment. It is a feature request or a general case simply. So one can use OpenAI as first line support. Exactly. After all, it will save lots of time. So instead of not having to click in manually or try build strange workflows that capture special words so we pray AI analyze the whole case and then puts a category on it. And from there we can then build on further automations, for example, it is a feature request. Then the case goes straight to robot for example. Then we save a lot of time and can respond to our case very quickly. Then we can fire robot. Exactly. It is cruel, after all. But one also has classic automations so that if a case has been lodged too long in a wait for the customer so can it go out email and say to you. That's exactly. So here's another suggestion. Now our SLA is overdue. So we have passed our time where we should respond. So we can rob our SLA in four hours. Then get a ticket and a task or a ping that now it has gone over time. And then you can sort of build on this. That has this not then happened within x hours but then do we escalate this to the boss for example so that one learn to be so about that here lies a case and lags. Yes. But there has been a new feature called incoming calls. What does that entail? That's exactly. It's that before in Scandinavia we haven't had hapspot numbers. There's been a bit of stringent the rules here. But then a couple of weeks ago is released to hapspit so that now can one get a hapspot number that works both for outbound and inbound. And it is precisely the inbound part that is very interesting now because now we can have a hapspot number where we can receive a case by phone in an incoming manner. Should we try it then? Should I test calling in to our hapspit? recorded for training and quality setting. By remaining on the line, you agree to where the call is recorded. Then we see the box up here to this street. Call and ring. Harp spit senses that this robot exists as a contact already with his posted number here then. And then we can then respond here. Very upset with real perception. Here during this conversation I can then take notes. I can see as well as the actual case that has created. So after the conversation then is done so can I too categorize that this. It was we connected and it was a general conversation. Sales call. Sales call. Exactly. What we see is then also that now a new one has also been created case so that each call will also become its own article. And now we had such long dialogue here. But Hubspot's AI will catch up with this conversation too. Automatically sum up the call. The call is recorded so that one can always go back and listen to it too. And find the transcription. How expensive is this feature? It wasn't that expensive. You know this. No, you're the one who set off. It didn't cost that much. It went five pieces. That's exactly. In most of the portals, you have a prolicense then you have five numbers. So that you can put one of the the numbers as an inboundy support. So that in most cases it does not even imply an extended cost. The No. So incoming calls are simply included. If one has a prolicense. Exactly. And here's more functionality behind this, too. You can build a gear for example. This classic press 1 is allowed to come to support. Press 2 is allowed to come to sell. And then you can then have open and closed times. And is one outside office hours for example so one has an automatic message for example. And the great thing is that every incoming call creates a ticket after all. So even if one had missed something. It becomes very traceable. So what you see here on the case is out to the right. Now it says that I receive all cases in the exchange. Robert called in so the contact and his company are connected automatically. So HubSpot merges the customer image automatically without trying to lift your finger. It's super exciting. Shall we drive on. Yes. There is something called skills routing. What is that Victor? Also a fairly new feature that has come out along with the help desk. After all, we have agents sitting in the help desk. Everyone has maybe slightly different competencies. So to be able to send the right case to the right person, we can also build the regulatory framework in HubSpot. So that here I have made an example there the case contains billing questions for example. It might have something to do with billing. And from this interface here I can then say then that if it then ticket name contains billing or that AIA categorized it as billing for example. Then it sends to a special team that then have skillset to handle these particular cases. Economics Department. Exactly. It's full house. That's exactly. So kind of the same as with AIDL before. Here we can then streamline and automatically portioning out the cases that come in based on what the people sitting in the help desk have for skills. It can be economy skills, after all. It can also be language for example that whoever has submitted a support form wants to talk to someone who knows German for example. Then it goes to the German department. Yes but it is very also one more thing which can then facilitate the administration of tickets and automate parts of the process tremendously. Where one might otherwise sit and go and do things like this manually. It's fun. Actually, I think so. Those are good updates that have come. It feels like Habsport has become a full-fledged helpdesk system now. The No. Yes but it is because one has sell and market in it so After all, it's natural to have service as well. But there have been lots of new reports coming. That's exactly. So linked to the help desk, you have also received this the analyser tab then as you can get, of course, a standard by Habsport but then it can be built on its own here. So directly linked to their case then you get reports showing on how many cases have come in. How do we respond over time and what are our SLAs and do we live up to them. Is there someone that we go after and so on. So that Of course, everything can be reported on also and build up in a neat dashboard here. But it looks like there are a lot of fine ones by default then. You get very much out of the box here I think. Yeah but if we talk a little bit about Customer Workspace then. What is it? It is the other big thing that has recently also come so that for a while then came the Sales Workspace where the sellers have their home. Now one has done something like this firmly for Customer Success. So a place where you deal really all their cases and receive their total other. An overview of the day can be said huh? Yes. So that now I'm inside Customer Success. Here I have me as a user then. Here in the middle I have what actions do I have, what do i have for tasks for example. Do I have any leftover tasks and what have i for tasks tomorrow for example. So that here I get to check on my flow what to do. And you have your calendar there so am I. I have my calendar out here on the right. So now I see I'm busy in a webinar. Yes. I'm toasting down a bit here and so comes it to pretty interesting stuff. So that here are my clients where I am the customer manager then. And out on the right I also see my upcoming renewals. So that here are customers I have to lie on now so they renew their agreements. Yes. It is, after all, very cruel. After all, we have many customers who have Software as a Service that has like twelve months, six-month contract. That's exactly. And we will go into this a little bit more immediately. But before we do that, we also have this one. How are my customers and so on here? After all, it's not doing so well. The No. Lucky it's a demo on case. Yes. That's what you can do here. It's that you can build up a scoring system. Then for different parameters so you give points. Points. One removes or adds points. And then you learn rank. Like, one gets above 50 points. Then you're kind of holy. Then there is, like, no problem. And if you're under 50, it could be that you're down. neutral. And if you have under 25, you are at risk for example. And this can be linked to the third party system. So that one can get. Do you have a platform that users use for example. So, one can face it for example. How many login every day? Have they on-boarded themselves? Have they gone through stages 1, 2, 3 and so on? And so you give points. And so you have an eye on whether your customers are happy. Even uses platforms. How often do you have contact and meetings with them for example. So that one has check-ins. We have a question here. Do all AI functions work with GDPR? Yep. Yep. Yep. No you can't say yep. You have to think a little about the fact that there must not be personal data in what is submitted. So that if someone, for example, submits a ticket With personal data in it, you can think about a bit on that maybe one shouldn't leave for example. deliver over it to OpenAI then. But there is a specific side. We can send it out according to how HubSpot handles GDPR and security and trust in AI functions. But one can very granular set what to send and not. You can also say to HubSpot what is sensitive data and not. Exactly. Because you can create your own fields and set up. That this is highly sensitive and then it is picked not up by anyone and the data is not sent anywhere. And if you want, you can also close the AI functions entirely in its portal. Yes. And quite granular so one can choose a little where and how you want AI functions to work then. So very good question. But this with health-scoring you can't show it Victor? Yo. So if I go into my customer village here then for example. So here are my clients that I am in charge then. Here's how I've built a little simple vid where I see the health score at a tag level but also what score they have then. So that here is a little mixed. 55, 0, 65 and so on. So that we can see which ones are at risk. Which ones are good. But behind this, after all, there is a scoring system that we have built. It looks something like this. So one builds a little bit of calculus. So, for example, we have had, we have not had contact for more than 30 days and we'll start deducting points. Have we had contact within 30 days relatively so we add 10 points for example. So this is something like Habsport all the time lies and keeps track. We have lots of questions so I'll answer a little bit here. Oscar, invite customer into a project and watch them move and see a task. There is a customer portal. It's pretty rudimentary where they can see their errands and moving their errands and some stuff like that. But one can build on that Oscar to more advanced functionality. Have we done for any customer? Can you use AI and try among old cases in Habsport? It does AI automatically. So that now that case we show this. Habsport goes through old errands. Old answers and answers yourself to on tickets. Even now. We just want to show it actually not. And phone service can be used to call out too. But not to colleagues. Not to colleagues. Yes, one can. Yes, If they are a contact in Habsport, you could do. So actually yes on all. Yes on all. Sorry to cut you off. No couples. Yes, no. So it's essentially the same logic here. That one highlightar simply. What is it that we want to face? What are key touchpoints that we do with our customers? Is it conversations, meetings? What gives points? What gives minus points? And then you get scoread and so you know if you have good contact with their companies or a. Yes. And here, after all, you can set these parameters yourself. What's important then I guess. Like, for example. After all, we have monthly contracts. And then we want to ensure that we actually are active against our customers. Emails them. Have meetings with them all the time. After all, that's a point for us. Like. Yes. It's very exciting. And this can be very smart about this. And ensure you don't get the run then. Yes. And do you think this is advanced. You don't know where to start. So also comes Habsport with simple templates like one can start and lab with yourself as well. So that one does not have to invent the sound yourself. Yes. And then you can, too. One can build alarms then based on that now this customer should renewa in three months. But they're below this score. We need to ensure this. Escalate it. To the customer service manager. And so on then. Exactly. Yes. But now comes what I find most exciting here. Many customers have now started using the Service Hub for onboarding. How would that work? Because after many customers I talk to have a sales process that actually ends up maybe one should take the customer through. Put anything up. They're supposed to install anything. Or they should be trained in software. How can one do that? So in this case I've built an example. So that when you close a deal, it's automatically created a onboarding case then in ticketpipeline called onboarding then. So here we are over my projects right now. So then we've built up a process that's very simple here then. That we have a welcome kickoff meeting. After that, we have steps where we will take in material and get accessor. We're doing a technical setup. We are linear about strategy. We make our first deliverables and then we launch the project here. So this pipeline is something you can customize to suit your needs and your onboarding process. But it's becoming very clear. Where are we in the process with each individual? Or every customer? Could one then use this process to automate? After all, many of my clients want to collect materials for example. One might have a question battery that one wants. So for example if I release this card in step two, an automation is started sends out a form in which the customer will respond to. 10 questions for example. So that one can automate a lot of the process as well. Yes. And likewise collect documents. Most often it is perhaps you need a data processor contract. It's our favorite. And things like that then. That's exactly. Yes. But another thing that HubSpot just right Launched is Customer Agent and now available in all prolicences. So no matter what prolicence you have, you now have access to Customer Agent. What is Customer Agent then? Customer Agent is the first line of support. An AI bot located on our website and takes as well as all the errands that come into the chat. 24/7? Around the clock. But does not sleep? Never. The one that Kristin? Thank you. Okay. It is, after all, amazing. But how does it know what to answer? Yes and like how? Magic. It's almost. The No. You build up a library of content. So one's website for example. All pages where there is information are the thing on which it will be trained. It is also possible to lift in external sources so that you can resort to example a Wikipedia page for example that it learns from. And then we also have the knowledge database. Okay. And then you run it in HubSpot and you can use these two together very effectively. Yes. Can you show an example? Mm. So that this is on our web. We have our little AI bot down here on the right. So how do I install Fortnox with HubSpot? And where does that data come from it's looking today? It comes from our knowledge database and a little from our pages. Yes. And there you can then, too, what I have read me to, index completely external örelle. Thus, if one has any documentation located elsewhere entirely so can enough read through and learn on it and then answer the question. That's exactly. So that here we have the whole process from start to finish. It even links right where we buys and installs the integration. Mm. Would it be that one is not satisfied at this answer then one can then write that one identifies certain keywords so for example agent. Then you can also transfer to a case officer. Yes. One has been asked a giant question. We'll probably have to park it and get back to Gustav I think. We book a separate meeting with you Gustav and help you with those questions. However i saw there was an even more advanced variant of this one there it could actually go into as well as external systems and retrieve data. Exactly. Before we get there like this we see, for example, that Kristina has received this case so now she can take over the case and she has of course the entire history of heel desk then. So that this Casemadians tries to answer the questions yourself and then pops over to the heel desk. And this is also to be remembered And so can you think of Gustav. It is, after all, that you can run this internally in your own platform. So that Casemadians can be part of your software. Worth adding is after all that the Habsbot themselves run this and according to them they solve 30% of their cases. 45 now they were up at. Did I read the other day. No it is cruel. And their support is actually amazing. Check now there is something written here. Yes. But then the updated version of Casemadians that has gotten really awesome that's what's called actions then. So that here is an example to understand what it's all about. It is, for example, that we sell things to be shipped. It prompts an order. Robert enters where is my order somewhere here in my order number. Then Casemadians pick it up. Calls the platform and lifts back. Yes but it's in Malmö. You're estimated to get it within two days for example. So that Casemadians can now talk to external systems if I understand it correctly then. That's exactly. So that I prompt this one then. What should be triggered. What is it that the customer is supposed to put in. And then we have that we configured API here then with for example Ghetto. that we get information and then we have an API key where we gets the information from. It is amazing. Should we show a little from the Knowledge Base like just how it looks i'm thinking. So Knowledge Base you can find here under Service as well. There we have the knowledge database. And here we have our. So this is the interface itself from Sea crime where you build it up. Then you have the other side where the user also sits. Yeah exactly. Which one should we peek at? Yeah but start with this. What does it look like to the user I think. This is how we have our knowledge database. And here you can then build up a category and you can design this to get the look and feel you want. And then you can then jump between the different categories and under the categories it is located here today. Yes one can have categories and subcategories. You can translate the articles in several different languages and stuff like that. Exactly. And all this can be used in customer-eventon. So that the more time you put here the better the AI it will. Yes. It's super. One thing that we run right a lot it is NPS after all. Customer satisfaction survey. That's exactly. I would say one of the most underused Featuresen among customers but who might potentially having the biggest impact. That how are our customers doing and what do they actually think of us? How do they experience us? Yes. Here's how to see our NPS for example. Here is from the beginning and then of course the data can be filtered here. That's how we'll look this year. So this year we're doing some better work. It's Victor who has come in. That's the Victor effect. Mm. May hope so in any case. Yes. But and this one how does it work? It goes out randomly? The No. Without this, then control me with automations so that we define After all, when someone has become a customer, we wait 90 days. Then it goes out automatically. Mm. And what's very interesting here then that's what you can do. It's that what happens when someone responds poorly for example or responds well. It is that we can, for example, directly catch up in any way and zeros. Then there goes a ping to Robert so he goes to bed on the handset right away and finds out what has happened. Yes. But it is cruel, after all. Mm. After all, we've been using it for a long time. Yes. And we are super satisfied after all. It's multiple customers. both of which have been very pleased which is fun but also sometimes who have been dissatisfied and who we have dealt with. So it's a great feedback to get, after all. Exactly. So, after all, NPS is an industry standard where you respond to zero to ten. Where to change log and like this. Then you can also build your own services for example. We run that ourselves when we have a support ring and it's closed and goes there out a survey. How did we respond in support? How do we resolve your case for example? Yes. And it also runs on pure automatics without building it once and then it lies there collecting data. And now if you sit here thinking that you can't have Get started with the help desk and you can't have the service hub. How to start? Contact Us. Yes one can contact us. But what's nice now is that HubSpot changes its pricing model. So you can buy a single service hub and get started with as well. And it is very nice after all. The threshold in now is very low. Before you needed to buy at least five service hubs so one might not have five service employees. Now you can just buy one and get all this functionality then. That's exactly. And that, after all, has made much the barrier much lower. But it goes far extreme to book one meeting with us if you want more information. And it's fine to ask questions now. We don't have any more to show really. The No. I guess it's the last 10 minutes he has now like that. Yes. It seems that the AI features are the most promising feature here. It is fun. That's a lot of time to save. So everyone is now talking about the coming of an AI revolution. But it's only when you have a support like this that starts collecting the data that you have something to work with. So that AI without starting to centralize its data in a system so, after all, the AI does not really have anything to help with. So, after all, there is a huge amount of time to save here. After all, I would appreciate if one runs this service hub maybe 20-30% per employee if you have also set up some automations, little flows that one saves. And it is, after all, very much. After all, staff is the most expensive we have. Is it pika then? No more questions. For me. It usually takes a pretty long time before people sit around articulating its little question and so takes some time before they have sent them. So do you guys have questions? That's like that. Check it out. It's Lisa. Applicable full shoes. Can you put points on property such as revenue? Yes, exactly. So that you can for example if you get in from your ERP that how much their turnover is for example so you can give someone points based on whether it's above and below x crowns for example. File format. Support in sea difficulty and upload to the customer agent. I don't actually know that but I'm sure you can see Victor if you go back to that flight end. where you had on the results side. That's where. I'm just going to push down there. It seems that pdf anyway. Docx. PDF and png. Yes. All the usual stuff I'd say. But shall we finish there and so is anyone having any further issue so you'll be fine to email me or victor. And so we thank you. Thanks for today. Thanks for today.