Customer Experience Optimization Services
Customer experience is the product of interaction between an organization and a customer over the duration of their relationship. Delight customers in order to turn them into loyal advocates.
Foundational
Develop a Customer Journey Map
Get a sense of your customers’ motivations, needs and pain points. A customer journey map is a visual representation of the process a customer or prospect goes through to achieve a goal with your company.
Install HubSpot Service Hub
Get set up on HubSpot Service Hub, which will have the tools their team needs to delight customers and turn them into promoters.
Reporting Set-up
Set up service team reporting.
HelpDesk Set-up
Add Communication Channels
Add all relevant communication channels within the Conversations feature in Service Hub. This will help your clients manage, scale and leverage one-to-one communication across their site pages, Facebook, Slack and other messaging channels.
Single Inbox Set-up and Training
Set up the single inbox feature (Conversations).
Ticket System Setup and Training
Set up a service ticket system using HubSpot’s Ticket and Help Desk features. This will enable the ability to provide an exceptional customer experience.
Live Chat and Chat Bot Setup and Training
Set up live chat and chat bots across your client’s webpages. You’ll want to train them on why they should be incorporating live chat as part of their customer service strategy.
CRM Ongoing Optimization
Continually optimize CRM to ensure that records are accurate and updated.
Knowledge Base Services
Knowledge Base Design and Setup
Design and setup a knowledge base on your client’s website to help customers help themselves. This saves their team time and let’s them focus on more complex issues.
Create and Maintain Self-Service Content
Create the self-service content that you would get added to your knowledge base.
Ticket System Setup and Training
Set up a service ticket system using HubSpot’s Ticket and Help Desk features. This will enable the ability to provide an exceptional customer experience.
Customer Feedback Services
Setup Customer Feedback (NPS, CES, 3 Point Surveys)
Set up customer feedback surveys that align around company goals and the strategy.
Findings Report
Analyze and report on customer survey findings and decide on actionable next steps.
Promoter Advocacy Programs
Develop customer promoter advocacy programs that can support your marketing initiatives.