Client story
[Client name] cut first response from [X hours] to [X minutes].
They also deflected [XX]% of tickets within [X months].
“[Quote about the result and the experience of working with Web Journey.]”
We design, build and run your customer service operation on HubSpot Service Hub, and turn it into results you can measure.
Faster responses, fewer tickets, happier customers and earlier warning on accounts at risk. One inbox, one customer record and a Customer Agent your team trusts.
Licences don’t resolve tickets. Without the right setup you end up with a half-configured inbox, an out-of-date knowledge base, an AI agent nobody trusts and reports nobody reads. We close the gap between having the tool and getting the outcome.
Tickets sit in the wrong queue and nothing escalates on time.
Answers live in five tools, so every reply takes longer than it should.
It’s switched on, but it isn’t trained, tested or tuned on your content.
Support, Success and Sales work from different views of the same customer.
We review your setup, ticket data and customer journey, then give you a prioritised roadmap with projected impact on response time, volume and CSAT.
Outcome: a clear plan tied to your targets.
Channels, routing, SLAs, ticket pipelines and automation, configured around how your team works. History migrated from your current tool with no downtime.
Outcome: one inbox, no dropped tickets.
We train the Customer Agent on your content, define what it handles and when it hands off, then test and tune it against real conversations until resolution rates climb.
Outcome: more conversations resolved without a human.
A help centre and customer portal, the priority articles written, and a loop that turns unanswered questions into new content.
Outcome: fewer tickets created in the first place.
Health scoring, onboarding and renewal playbooks, and alerts, so Support, Success and Sales work from one customer record.
Outcome: earlier risk detection and higher retention.
Dashboards for speed, quality, efficiency and retention, plus a regular review that turns the numbers into next steps.
Outcome: proof of impact.
We train your agents and admins and, if you want, stay on as your Service Hub team with monthly optimisation, support and strategy.
Every project starts with the metrics we’re aiming for and ends with a report against them.
Based on [X] client engagements. Results vary by starting point.
Audit your setup, data and goals. Agree the success metrics.
Map workflows, channels and agent hand-offs. Sign off the plan.
Configure, migrate and train the Customer Agent. Launch in stages to limit risk.
Go live with your team trained and ready.
Review the data monthly, tune the AI, improve the content and expand what’s working.
Review, roadmap and an impact forecast tied to your targets.
[X] weeks · [Fixed fee]
Full build, migration, Customer Agent setup and team training.
[X–X] weeks · [Fixed fee]
Everything in Implementation, plus monthly optimisation, reporting and support.
Ongoing · [Monthly retainer]
They also deflected [XX]% of tickets within [X months].
“[Quote about the result and the experience of working with Web Journey.]”
Certified service hub Diamond partner. Getting the most from HubSpot for our clients for over a decade.
Every project starts with agreed metrics and ends with a report against them.
We train and hand over, or stay on and run it. Your choice.
We connect Service Hub to your CRM, marketing and sales, so service insight drives growth.
Most clients see faster response times within [X weeks] of launch, with deflection and CSAT gains building over the first [X months].
No. We can recommend, set up and migrate you onto it, or optimise an existing setup.
No. It handles repetitive questions so your people can focus on complex, high-value conversations.
A project owner, access to your current tools and content, and [X hours] a week during the build.
Yes. Our managed service covers ongoing optimisation, reporting and support.
[Fixed fee for audit and implementation. Monthly retainer for managed service.]
Book a free service audit. We’ll review your setup and show you where the biggest gains are.