Handling Incoming Customer Calls
Accepting calls using Aircall, Categorizing Call Type ("Tag") in Aircall, Creating a Ticket in HubSpot, Taking Notes, Escalating, Closing, etc...
1. Accept call in Aircall
2A. Tag call as Critical Ticket, Non-Critical Ticket, or Not a Ticket (A "Call" is generated in HubSpot for tracking purposes (allows us to understand how many of each type of call we are receiving).
2B. Critical Tickets = No Hot Water, Upset Customer, Property Damage, Injury, etc...
3. Open in HubSpot (If caller information is not auto-populated in Aircall, update callerID phone number to a contact name)
4. Record basic information
5. Escalate if necessary. When possible, warm transfer call directly to Escalation Team.
6. Basic questions are not classified as tickets, but should be tagged, opened in HubSpot, and basic info noted. If answers are not in Knowledgebase or on Website, escalation is necessary. KB will be updated regularly with commonly asked questions.
7. Tickets = problems, complaints, alarm codes, complicated questions with unknown answers, reports of no hot water, etc...
8. Use your best judgment - this process will be updated as necessary for maximum efficiency and ease-of-use.
9. Create your own custom table views in HubSpot so they work for you.
10. For every new issue, escalation team leaders will create new internal KB articles to be published regularly.