An example of a customer using self-service is when they:
live chat with an employee Search for their inquiry and finds an article Search for their inquiry and ends up
Read moreHubSpot Service Hub Software Certification
How often should you edit your knowledge base articles?
Any time you get negative feedback on an article Monthly Whenever products or service change pertaining to the article Quarterly
Read moreAn example of an extended value milestone is when a customer:
gets the outcome they expected renews their account gets more than they expected tells their network about your product or
Read moreIn terms of a customer journey map, what does intended value refer to?
When customers expectations are exceeded The customers first experience When the customer feels confident they will get what they expect
Read moreIntake is how you _____.
respond to support inquiries receive support inquiries triage support inquiries acknowledge support inquiries
Read moreAll of the following are benefits of email support EXCEPT:
It’s immediate It provides a paper trail You can insert screenshots and gifs It’s conversational
Read moreYou should include all of the following stages in your customer journey map EXCEPT:
First impression Delighted value First value Intended value
Read moreYou want to understand how your customer support team is performing. The best feedback survey to use is:
Customer effort score Customer satisfaction survey Net promoter score Customer leadership score
Read moreYour manager wants to know who your primary persona is. The best feedback survey to use is:
Net promoter score Custom feedback survey Customer effort score Customer satisfaction survey
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