How Velainn helped Chargeback migrate Support from Intercom to HubSpot

Chargeback Solutions FZCO, a B2B tech company providing Retail solutions, was looking for a partner to provide hands-on support across planning, procurement, onboarding coordination, technical setup, and project execution around consolidating Support operations in Hubspot and migrating them from Intercom. 

 

Service: HubSpot CRM Implementation

Industry: Computer Software & Retail

Location: United Arab Emirates

Hubs: All

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Story

The Chargeback team used Intercom as their Customer Platform and HubSpot to store their data (CRM). The conventional wisdom is to have as much functionality in a single place as possible, and the decision was made to migrate from Intercom to HubSpot to consolidate the data and work. 

Solution

The project focused on HubSpot CRM Implementation and consolidating all the data, users, and operations in HubSpot. It included:

  • HubSpot Onboarding
  • migrating customer support operations (including Knowledge Base) from Intercom to HubSpot to consolidate all core functions into a single platform
  • configuring HelpDesk to handle customer queries, automate escalation workflows, and establish a unified support pipeline
  • setting up automation rules to route and assign tickets efficiently, ensuring that high-priority issues received immediate attention
  • Implementing Marketing Hub - connecting various marketing software, creating reports and anlytics, and more
  • Implementing Sales Hub - creating Deal automations, customer journeys, and lead routing
  • Create and set up AI Agents to help the Chargeback team handle more conversations and internal tasks
Lead Generation Dashbosard in HubSpot

Results

Implementing Service Hub Professional enabled Chargeback.io to improve key customer service metrics significantly. After migrating to HubSpot, the team achieved a 2x reduction in average SLA response. Automated ticket routing improved first-response rates by over 30%. The introduction of a knowledge base led to a 25% decrease in repetitive inbound tickets, allowing support staff to focus on complex cases. Additionally, real-time reporting and workflow automation increased team productivity by 40%, enabling Chargeback to scale support operations while maintaining high customer satisfaction.

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