HubSpot's Support Case Framework

FREE Lesson

Identify the three stages of a support case.

Includes
    2 Videos
    1 Quiz
    20 min
  • Inbound Service
Lesson description
As a support rep, you should approach each case in a similar manner: issue discovery, troubleshooting and consultation, and resolution and impact. By keeping these three stages in mind, you're actively listening and empathizing, identifying the root cause of their issues, and ensuring your customer knows the necessary next steps. This lesson will explore the three stages of a support case to ensure you're equipped to solve for your customer.

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Instructors

Photo of Adriti Gulati

Adriti Gulati

Adriti is an Inbound Professor focusing on all things customer service. Prior to HubSpot, Adriti worked at a non-profit educational program focusing on getting high school students into colleges and universities. She is passionate about ensuring education is accessible for all. Outside of work, Adriti can be found at your local Chinese restaurant, playing pickle ball, or hiking through southern California.

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