Are you Losing Customers and Revenue
Many outdoor, hunting, and shooting sports brands face challenges in establishing and expanding customer service programs. This often leads to a lack of repeat purchases and negative reviews—impeding growth. To address these issues, we provide a scalable customer service framework specifically for the outdoor, hunting and shooting sports industry. This framework powered by HubSpot Service Hub transforms your customer service operations, improves customer satisfaction, and drives predictable business growth.
Are your support response times slow?
Are your customers leaving you for the competition?
Are you moving to an omni-channel approach?
Are your dealing with rising service costs?
Companies who said they were focused on experience grew 40% faster and increased customer lifetime value by more than 60% versus those who weren't.
Keep Your Customers
Your customers expect great support and will leave you for your competitors if they don't receive it.
67% of customers prefer self-service to speaking to a support agent. Give them immediate information 24/7 that answers your product questions.
Save Time and Money
Self-service interactions cost just pennies compared to live human customer support.
Happier Service Reps
Centralize your customer data and tools in one place to speed support and service.
Start Improving Customer Experience with HubSpot Service Hub
Garrison Everest provides a comprehensive customer service framework tailored to outdoor, hunting, and shooting sports brands. Our process begins with a thorough understanding of your customer service operations. We then develop a customized plan that effectively onboards your team to the HubSpot Service Hub, ultimately enhancing customer satisfaction that grows your business.
In today’s fast-paced market, customers expect instant access to information. Utilize live chat to seamlessly connect customers with the appropriate team members, ensuring prompt assistance. Implement a chatbot that integrates with your knowledge base and leverages advanced AI capabilities to continuously enhance your service quality.
Benefits of chat and AI chatbots
- Boost direct sales by ~20%
- Delivering immediate responses to customer inquiries about your products
- Establishing after-hours chatbots that connect with your knowledge base
- Initiating the utilization of AI to continually improve your customer support services
While every customer is valuable, it can become overwhelming for your support team if they spend excessive time addressing simple queries. This leaves them with less availability to handle more critical matters such as advanced product questions.
To alleviate this issue, you need to establish a comprehensive knowledge base that empowers customers to find answers independently. Create detailed help articles, organize them into logical categories and subcategories, and tag them with relevant search terms. As a result, your support team will experience a significant boost in productivity as they gain ample time to focus on unique or complex cases.
Advantages of implementing a knowledge base
- Developing a brand-specific repository of informative product articles
- Increasing traffic from search engines by providing valuable content
- Reducing support durations by enabling self-service options
- Monitoring usage patterns and adjusting your product messaging accordingly
As your customer base expands, it becomes increasingly challenging to effectively address every customer issue. Emails may get overlooked, spreadsheets become overwhelming, and ultimately, customers bear the brunt of the inefficiencies.
By utilizing HubSpot’s ticketing system, you can streamline the resolution of issues and surpass customer expectations.
Key benefits of the ticketing system include:
- Logging and organizing support tickets in a centralized location for easy access and management.
- Automating processes and minimizing manual data entry, saving time and effort.
- Connecting the ticketing system with your CRM to create a seamless and cohesive customer experience, ensuring all relevant information is readily available.
If your company has longer rifle build, repair, or customization lead times, implementing a customer portal can provide significant benefits. This portal enables your customers to easily track the status of their service requests without the need to contact support representatives.
Key advantages of implementing a customer portal include:
- Enhancing transparency and fostering trust by allowing customers to stay informed about the progress of their service
- Reducing the workload for service representatives by minimizing the need for repetitive follow-ups
- Presenting your company as a sophisticated operation that prioritizes customer convenience and satisfaction
- No coding skills are required to set up and operate the customer portal, making it accessible and user-friendly for all parties involved
Customers within the outdoor, hunting, and shooting sports industry are passionate and vocal about their experiences, often expressing their opinions on social media when they encounter faulty products or services. To proactively address any potential negative sentiment, it’s crucial to utilize key survey metrics such as Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction (CSAT) at various touchpoints to assess customer loyalty.
By tracking these customer Key Performance Indicators (KPIs), you can:
- Gain valuable feedback to identify areas of improvement for both your service and product offerings
- Use the feedback gathered to enhance your overall customer experience and tailor your offerings to better meet their needs
- Measure customer loyalty and gauge the sentiment surrounding your brand, allowing you to make informed decisions and take appropriate actions to strengthen customer relationships
The value of any software or program lies in its ability to demonstrate its impact on business growth. That’s why our framework, powered by HubSpot Service Hub, offers pre-built service reports that effectively track and analyze the performance of your investment.
With our framework, you can:
- Track and measure rep performance by monitoring response time and support volume, enabling you to assess productivity and efficiency
- Conveniently view customer satisfaction (CSAT) scores to gain insights into the level of customer contentment with your support services
- Monitor customer interactions with your support team, allowing you to understand and optimize the customer experience
- Utilize the generated reports as valuable tools for continuous improvement, identifying areas for enhancement and fine-tuning your support operations over time
Garrison Everest offers an onboarding (and migration) plan designed explicitly for HubSpot Service Hub. Our team will assist you in smoothly transferring your contacts, providing training for your service representatives, and establishing the necessary processes to ensure a fast and efficient start to your operations.
- Onboarding (and migration) plan
- Setup and integration on your website
- Customer properties setup
- Service representative training
- Design (or improve) your current support processes
- Provide ongoing support
Meet your customer’s high expectations and watch your business grow.
HOW TO GET STARTED
GET AN ASSESSMENT
Our first call is 100% focused on understanding the challenges you face.
GET A CUSTOMER SERVICE PLAN
Next, we’ll dive into creating a tailored solution to your business’ unique service requirements and provide a plan to move forward.
Become a Brand of Unmatched Customer Loyalty
When your response times decrease, customers can self help, sales will increase and your customers will tell more of their friends.