Therefore, having a tool that allows you to gather past and present customer requests and information in one place is vital for every support team. This will make it easier to develop a personalized and tailored connection.
HubSpot Service Hub, for example, is an excellent solution for this type of activity, as it offers companies many tools to increase efficiency , so that customers have a superior experience throughout their journey.
Let's see how in the next paragraphs.
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HubSpot Service Hub: What it is and what its features are
HubSpot Service Hub works by connecting the customer with the interlocutor in order to solve their problems. Using this tool guarantees business benefits at every level. Let's see what 3 particularly effective features are.
1. Customer Feedback Surveys
A crucial part of managing your customers and ensuring excellent service is collecting and using customer feedback. Customers often aren’t willing to put in the effort to provide feedback unless it’s negative. Fortunately, HubSpot’s Service Hub makes this easy.
Service Hub’s Customer Feedback Survey feature bridges the gap between sales and marketing. Traditionally, these two departments have had to work together to communicate with and delight customers, but that communication has often been lacking. As a result, neither team has the information they need to improve customer relationships in the future. Or at least that has been the case until now.
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With this feature, users can create a Net Promoter Score ( NPS ), which is a france whatsapp number data 5 million customer loyalty survey. With a short survey, customers will receive an email with basic questions, such as "How likely are you to recommend us to a friend?" or "Rate your experience with us," using a scale of one to ten. Once customers answer the survey, it is immediately sent to the company for review.
Customer feedback is also useful to understand if customers are satisfied with the service, if contacts are going well and if website visitors are reading the right content.
That said, it’s best to only send these surveys to active customers and only once every 3-6 months. While it’s important to get customer feedback, you don’t want to bore them with constant surveys and emails.
2. Knowledge Base
Today, people expect and demand easy access to accurate information . Even better, Knowledge Base is great for improving your search engine optimization (SEO) by allowing other customers to discover your company.
As an added benefit, the knowledge base can also be used internally, providing the same level of support and information to team members across an organization. With HubSpot, you can also create a private knowledge base where team members can access FAQs and other resources to help them solve customer issues, improve customer relationships, and avoid creating new support tickets.
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