TRANSFORM YOUR BRAND'S CUSTOMER EXPERIENCE

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:

1. Enhancing transparency and fostering trust by allowing customers to stay informed about the progress of their service
2. Reducing the workload for service representatives by minimizing the need for repetitive follow-ups
3. Presenting your company as a sophisticated operation that prioritizes customer convenience and satisfaction
4. 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