Customize
Adjust. Adapt. Tweak. However you say it, define how Helpspot works for you.
Data Collection
Structured flexibly is imperative to balancing your unique business needs with the benefits of uniform, consolidated data. Custom fields provide the flexible framework you need to collect the most important data. Depending on use you can: tie fields to specific categories, define visibility (Staff and/or Customers), and set fields as required.
With 11 data types to choose from, information will be structured for later application of creating filtered views, automation rules as well as reporting.
Sample uses for custom fields include, and is in no way limited to:
- Creating a priority scale
- Add due dates to requests.
- Track issues by product/service name
- Log asset, bug, or other ID’s
Create Your Presence
Whether looking to match your company’s external branding or create support center-specific branding, HelpSpot gives you the ability to customize at the two customer touch-points: email and customer portal.
Because Helpspot supports HTML emails, you can create a customized message while maintaining an easy to read layout for your customers. Here’s an example of the base email template and a customized one.
Many work off the basic customer portal templates to create a self-service area that fits the look and feel of their organization. Customizations can range from very basic, with little changes, to very extensive; the choice is yours.
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Some basic knowledge of HTML is all you need to get started with editing your email and portal templates.
Multi-Brand Support
HelpSpot has the capability to support a separate presence for different customer groups through the creation of multiple, distinct, customer portals. Each customer group can have a portal with the branding and content specific for that group. For continuity, the support email address specific for that group is also configurable so it can be tied to the appropriate portal. Most important, all portals roll-up into one HelpSpot installation for easy cross site management.
Configuring multiple portals is not different from a single portal installation. All portal and email templates can be fully customized to reflect the customer group. Remember, because HelpSpot has per mailbox email tempting each message sent from an email account can be customized for its targeted reader.
More to Know
- Collection with a purpose - Reports and alternative work queues based on data collected in custom fields.
- Dynamic custom field - Using the AJAX custom field type, create a real-time pick list for staff.
- HTML emails - HelpSpot supports HTML emails for stylized, easy to read, outbound messages.
- Text emails OK - Not interested in HTML? Configure to send only text-based outbound messages.
- Easy access & editing - Using the built in template editor to easily update email and portal templates.
- Logical defaults - HelpSpot provides basic portal and email template designs to get you up and running quickly.
- Mailbox templates - Truly customized, targeted messages with per mailbox (support email account) templates.
- Signatures - Close every response with a mailbox-wide message or let each staffer create their own.
- Multi-brand support - Create unique presence for each brand/customer groups you support.