–What survey should you use if you want to understand what a customer thinks of your business as a whole?— –Net promoter score– –Customer effort score– –Customer satisfaction survey–
–What is self-service?– –Type of service where customers can solve problems without needing live customer support– –One-on-one support from a company, either through live chat or phone– –One-on-one support from a company for a monthly fee–
–True or false? Your customer journey map should be written from the perspective of your customer.– –True– –False–
–True or false? You can edit the NPS question in HubSpot.– –True– –False–
–True or false? When setting up your Conversations email inbox, you should connect your personal email.– –True– –False–
–True or false? Through ticket automation, you can move a ticket from one stage to another based on an email response.– –True– –False–
–True or false? Most people prefer using self-service compared to phone support.– –True– –False–
–True or false? It’s a good idea to write your knowledge base titles as questions– –True– –False–
–How Often Should You Revisit Your Customer Journey Map To Ensure It’s Kept Up To Date?– –Whenever you get an influx of new customers– –Quarterly– –When your business practices change– –Whenever you get negative feedback–
–You 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–
–How Do You Calculate NPS?– –Percentage of promoters minus percentage of detractors, divided by percentage of passives– –Percentage of promoters minus percentage of detractors– –Percentage of promoters– –Percentage of promoters minus percentage of passives–
–The four key moments to keep in mind when customer journey mapping are: First impression, ___________, intended value, extended value– –expected value– –first value– –second impression– –extended impression–
–The extended value stage is when you _______.– –offer your customer more than they were expecting.– –renew your customer’s account customer renews with you.– –prolong your onboarding process.– –give the customer what they want.–
–Let’s say you want to understand how your support team is performing. Which survey should you implement?– –Customer effort score– –Net promoter score– –Customer satisfaction survey–
–In terms of customer support, what does triage mean?– –Gathering support inquiries– –Responding to support inquiries– –Reporting and analyzing on support inquiries– –Categorizing and routing support inquiries–
–Intake is how you _____.– –respond to support inquiries– –receive support inquiries– –triage support inquiries– –acknowledge support inquiries–
–In HubSpot, help desk is comprised of all of the following tools EXCEPT:– –Reporting– –Automation– –Knowledge base– –Tickets–
–Fill In The Blank: You Should Use A Customer Effort Score Instead Of A Customer Satisfaction Survey When You Want To Understand __________.– –Ease of completing a task– –Overall satisfaction vs. satisfaction at a particular moment– –Satisfaction at a particular moment vs. overall satisfaction– –Impact of a bug or outage–
–Fill In The Blank: With HubSpot’s Help Desk, You Can Streamline And Manage Your Intake Within ______.– –conversations or tickets– –your email client– –knowledge base– –your website–
–Fill In The Blank: When Creating A Customer Journey Map, You Should Map Out What Your Customer Is ______ And ________.– –Feeling and thinking– –Doing and looking for– –Doing and planning to do– –Doing and feeling–