Today, beginning a company has never been easier, but maintaining a company has never been more challenging. The problem is those common techniques that used to work like pushing deals, sending spam promotions, and growing at the expense of your clients don't function in a world where customers know they have options. Today, word of mouth is more crucial than ever. If your consumers are delighted, they will return and use your services again, even better, they will refer you to their friends. But if not, they will be disappointed and spread the word around. This means if you want your business to grow, you need to invest in providing a wonderful experience for your customers. Ready to let your company grow exponentially? Read on!
HubSpot Service Hub offers a plan to manage consumer services. In general, this Consumer Service Management Software enables marketers to grow their client care, connect front office staff on a robust and easy-to-use platform, and deliver customer-friendly proactive service. It is a global platform with a range of functions for managing consumer experiences.
For instance, the tool provides:
Help Desk & Ticket Automation helps marketers to prioritize critical consumer issues first to retain more troublesome customers.
Knowledge Base allows customers to help themselves so that marketers are able to reduce the number of support requests.
Live Chat helps you to help consumers on the website in real-time so that customers do not have to wait for email replies.
HubSpot allows marketers to develop surveys for consumer satisfaction. Consumer satisfaction surveys can be conducted regularly or after significant times during the consumer experience - when selling a product, after an interview, or after a review. Surveys provide insights into marketers’ brand and product or service consumer experience. Upon completing the survey, the NPS score, also called Net Promoter Score, can be shown. This number helps marketers to understand consumers' comments and how likely their services and goods are to be recommended based on the business experience with the company. The higher the NPS Score, the better because the consumer service is good.
Marketers can keep track of the experience of consumers everywhere with HubSpot since HubSpot compiled all data on a single platform. They may measure an aggregate of NPS across teams. Since various touchpoints impact the total consumer experience, marketers will need a clear performance picture from several sources of data. For instance, what is the NPS for in-product use? What is the NPS in communication channels for consumer services teams on the phone, website, and applications? What is the NPS for the sales of the company? What is the NPS for a webinar on marketing?
By analyzing NPS from several locations throughout the consumer experience, marketers can improve on the deficient spots and illustrate where they already have an exceptional experience while demonstrating to consumers that they are actually listening and care for their opinions. It also includes the ability to determine NPS for customer interactions. These functions facilitate the identification of typical consumer difficulties and introduce the changes to help consumers overcome them.
However, this will only be available if marketers use the paid software plan. If marketers want to use a free version, they can use the "note" functionality. Marketers can leave notes on the comment box after an action carried out for the consumer, such as interviews or the sale of a product. Marketers may view and read every consumer experience with this. This functionality will allow marketers to keep track of consumer experiences.
All-in-all, HubSpot is a great software to record customer experiences. Marketers can keep track of their responses and improve on the flaws in their company. So, what are you waiting for? Give HubSpot a try and you will love it! Good luck in growing your company!