Phase 1 - First Goal Priority Delight Customers at Scale

1. How are you collecting customer support issues/tickets? 
2. How do you currently ensure tickets do not fall through the cracks?
3. Do you have any other processes you are looking to manage through tickets? 
4. Are there other teams who'll be using tickets? Should they use the same pipeline, or would they benefit from having their own?

What we’ll guide you on: 

• If possible, set up an automatic ticket assignment so that tickets are assigned to reps when the tickets are created. 
• Set up workflows to update ticket properties, move tickets to a new stage, and create tasks for the ticket’s owner. 
• Based on your functions of service, we’ll explore how to create pipelines to manage different functions. For example, we may create individual service pipelines for onboarding, project management, and account management. 
• Optimize service pipelines and stages to your team’s processes.

 

Phase 2 - Second Goal Priority Help Customers Help Themselves

1. Do you currently have a knowledge base?
2. How do your customers find answers to their questions?
3. How long on average are your customers waiting to hear back from you? 
4. Do your support and sales teams tend to answer similar questions over and over?
5. Does your knowledge base need to support multiple products, services, topics, or segments of your customers?

What we’ll guide you on:

• Understand how to import your existing knowledge base to HubSpot. Or start by creating one. 
• Design your knowledge base to optimize for Google search and customer satisfaction. 
• Develop categories and subcategories that make the knowledge base easy for your customers to navigate. 
• Collect and implement feedback on your knowledge base to improve the end experience for your customers. 
• Include your knowledge base at optimal locations on your website and customer communications so that it’s easy to find at the right times. 
• Learn how to add videos to your knowledge base to give customers a visual walkthrough.

 

Phase 3 - Third Goal Priority Measure and Improve Customer Experience

1. How often do you collect feedback from your customers?
2. If you don’t collect feedback, why not?
3. Do your customers ever leave reviews about you online? Do you know how reviews contribute to your company’s perception online?
4. How do you know if your customers are happy/unhappy?

What we’ll guide you on:

• Create customer loyalty surveys (NPS) to understand how people feel about your company. 
• Automatically send customer effort surveys (CES) whenever a ticket is closed.
• Create a workflow trigger to send customer satisfaction surveys (CSAT) which can provide you with more in-depth feedback. 
• Set up automation that reaches out if someone is unhappy or ask for a review from someone who is happy. 
• Use CSAT surveys in marketing and/or sales process. For example, send a CSAT survey after your hosted event, a deal is closed-won, or when someone has been a customer for a specified amount of time.

Phase 4 – Completion Complete Onboarding and Transition

As we approach the completion of your onboarding, we'll work with you to determine what your next goals will be after onboarding.