Boosting Support Efficiency: How to Deliver Faster, More Accurate Customer Service

Fast, accurate, and personalized customer support is what keeps customers happy and coming back. Yet, teams often struggle with slow response times, misrouted tickets, and inefficient handoffs.

These issues can add up, leading to frustrated customers and overwhelmed agents—but with the right AI-powered tools, you can deliver faster, more accurate support without the extra workload.

Here’s how HubSpot’s AI-powered tools can help overcome these challenges.

Challenge #1: Slow Response Times Are Disrupting Your Workflow

90% of customers expect an immediate response (within 10 minutes) when they have a support question. But between high ticket volumes, repetitive inquiries, and the time it takes to craft accurate responses, meeting that expectation isn’t easy.

One of the biggest culprits is the time spent drafting replies. Even when agents know the answer, they might need to double-check knowledge base articles, rephrase information to fit the customer’s question, or manually type out responses. 

Over time, those extra minutes per ticket add up, creating bottlenecks that slow down the entire queue. If this cycle isn’t addressed, response times will keep slipping, customer satisfaction will drop, and your team will stay stuck in reactive mode instead of working efficiently.

Solution: AI-Powered Reply Recommendations for Faster, More Consistent Responses

Instead of writing each response from scratch, HubSpot’s Reply Recommendations in Help Desk provide AI-suggested replies based on your existing knowledge base, website pages, and previous conversations. 

This gives agents a structured starting point, allowing them to refine and send responses faster.

How It Works:

1. Enable Reply Recommendations – If you have a Service Hub Professional or Enterprise account, this feature is already available.
2. Sync Your Knowledge Sources – AI pulls from your knowledge base, website pages, and blog posts, so keeping them updated ensures accurate recommendations.
3. Receive AI-Suggested Replies – When a customer submits a question, AI automatically suggests a response in the reply editor based on relevant content.
4. Review & Edit – Agents can adjust the suggested reply to match the customer’s tone or add details before sending.

This doesn’t replace human judgment—it’s a way to eliminate repetitive work and ensure responses are clear and accurate. 

For teams handling a high volume of inquiries, having AI assist with response drafting can significantly cut down on resolution times while maintaining consistency across interactions.

Challenge #2: Tickets Keep Getting Assigned to the Wrong People

You’ve seen it happen—customer issues land in the wrong inbox, and by the time they get to the right person, precious time has already been wasted. 

Maybe a billing question gets routed to tech support, or a complex technical issue ends up with a junior agent who doesn’t have the expertise to resolve it quickly. 

These misassignments lead to longer resolution times, frustrated customers, and agents spending too much time redirecting tickets instead of actually solving problems.

When tickets aren’t assigned correctly from the start, they create unnecessary back-and-forth, slow down the queue, and add stress to your team. However, AI tools can reduce misrouted calls by up to 40%, improving resolution times and customer satisfaction.

Solution: Skill-Based Ticket Routing to Get Issues to the Right Agent, Faster

Instead of relying on manual ticket triage, Skill-Based Ticket Routing in HubSpot automatically assigns tickets based on agent expertise. 

You can define custom skills like product knowledge, language proficiency, or specialized training and ensure tickets go directly to the people best equipped to handle them.

How It Works:

1. Define Your Team’s Skills – In HubSpot’s settings, you can create skill categories like “Billing,” “Technical Support,” or “Spanish-Speaking Support.”
2. Assign Skills to Agents – Each team member can be tagged with relevant skills so the system knows who is best suited for specific tickets.
3. Set Up Routing Rules – When a ticket comes in, HubSpot checks the issue details and automatically assigns it to an agent with the right expertise.
4. Monitor & Adjust – Over time, you can track how well your routing rules are performing and fine-tune them based on real support data.

Implementing skill-based routing helps you reduce delays, cut down on unnecessary escalations, and ensure customers get the right help the first time around. 

It improves resolution times and lets agents focus on the issues they’re best at solving—leading to a smoother, more efficient support operation.

Challenge #3: Ticket Handoffs Are Slowing Everything Down

Even when a ticket is assigned to the right person, sometimes it needs to be handed off—whether because the issue becomes more complex, requires approval, or needs input from another department. 

But important details can get lost without a clear, structured handoff process. The next agent has to spend extra time reading through long ticket histories, asking for clarification, or even reaching out to the customer again to gather missing context.

These inefficiencies add up. 86% of employees say workplace failures stem from poor communication.

When teams don’t have a streamlined way to transfer knowledge, every ticket handoff introduces unnecessary friction—leading to slower resolutions, miscommunication, and repeat work.

Solution: AI-Generated Ticket Summaries for Seamless Handoffs

HubSpot’s Copilot-Generated Ticket Summaries solve this by automatically generating clear, concise summaries of each ticket. 

Instead of manually sifting through long conversation threads, agents can quickly review details—including customer history, previous responses, and current status—so they can pick up where the last agent left off without missing a beat.

How It Works:

1. Enable Copilot Summaries – If your account has AI features enabled, the Copilot summary feature will be available on tickets.
2. View the AI-Generated Summary – When a ticket is opened, a summary of its history, interactions, and status appears at the top of the record.
3. Edit or Expand as Needed – Agents can add notes, highlight critical details, or update the summary as the ticket progresses.
4. Use Summaries for Faster Handoffs – When transferring a ticket, the next agent has instant access to the latest information, reducing the need for back-and-forth.

This feature ensures that every ticket handoff is smooth and efficient, helping teams collaborate more effectively and resolve issues faster. You find just the information you need, exactly when it’s needed.

Better Support Starts with Better Systems

Slow response times, misrouted tickets, and inefficient handoffs can create unnecessary friction, frustrating both your team and your customers. 

AI-powered solutions like Reply Recommendations, Skill-Based Ticket Routing, and Copilot-Generated Ticket Summaries, can eliminate bottlenecks, improve efficiency, and ensure customers get the help they need—without the delays.

Make sure these tools are properly set up and tailored to your team’s workflow. Keep your knowledge base up to date, define clear skill categories, and regularly review ticket routing performance to get the most out of HubSpot’s support features.

Small adjustments can turn your support process into a well-oiled machine that’s both responsive and scalable.

Optimize Your Support with Origin 63

Unlock the full potential of HubSpot’s AI-powered tools with Origin 63. Whether you’re looking to refine your processes or implement these features for the first time, we can help you build a more efficient, customer-focused support system. 

Let’s make every interaction faster, smoother, and more effective—talk to us today.