A Customer Service Success Story: Streamlining Molecular Designs' Customer Service with HubSpot

The Challenge

Molecular Designs, an innovator in molecular technologies, needed a solution to elevate their customer service game. While they already utilized HubSpot CMS for their website, their purchasing and order history lived in a custom-built customer portal. Peddle's challenge? To seamlessly integrate these systems, creating a unified customer experience across platforms.

The Goal

Molecular Designs aimed to streamline support, boost communication, and create a frictionless experience for both customers and their internal teams. Their vision included automating responses to common inquiries with a robust knowledge base, reducing the volume of routine tickets, and allowing their support team to focus on more complex issues.

The Solution

Peddle kicked off by thoroughly analyzing Molecular Designs’ existing customer service workflows. Through this, we identified where HubSpot’s Service Hub could add the most value. The team recommended HubSpot Service Hub Professional and customized it to fit Molecular Designs’ specific needs.

First, we integrated their existing customer data into the Service Hub, ensuring a seamless migration without any hiccups. Next, Peddle designed and implemented ticket pipelines aligned with their support processes, enabling the team to efficiently track and resolve customer inquiries.

Then, we took automation up a notch: setting up workflows to handle routine tasks like ticket routing and follow-up reminders. This not only freed up the team for high-level problem solving but also ensured no customer issue fell through the cracks.

To reduce repetitive questions, we introduced a knowledge base—a self-service solution that empowered customers to find answers on their own. This drastically reduced the volume of basic queries and allowed the support team to handle more critical issues with ease.

By integrating HubSpot Service Hub, Molecular Designs revolutionized their customer support process. Not only did they improve operational efficiency, but they also enhanced the overall experience for both their team and their customers. The seamless integration supported their mission of delivering high-quality multiplex assays for research, while ensuring their support system was as advanced as the technologies they produce.