–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–
- Fill in the blank: With ticket ________, you are able to edit ticket properties according to which team owns the ticket.
- Fill in the blank: You should use a customer effort score instead of a customer satisfaction survey when you want to understand __________.
- Fill In The Blank: Companies Use Customer Journey Maps To Build _______ For Their Customers.
- Fill In The Blank: Creating A Customer Journey Map Will Help You Identify The Journey From Customer To ______.
- Fill In The Blank: Reach Out To Your ______ To Ask Them To Complete Advocacy Actions.
- Fill In The Blank: The Primary Goal Of A Customer Journey Map Is To ______.
- Fill In The Blank: When Creating A Customer Journey Map, You Should Map Out What Your Customer Is ______ And ________.
- Fill In The Blank: With HubSpot’s Help Desk, You Can Streamline And Manage Your Intake Within ______.
- Fill In The Blank: You Should Use A Customer Eﬀort Score Instead Of A Customer Satisfaction Survey When You Want To Understand __________.
- In HubSpot, help desk is comprised of all of the following tools EXCEPT:
- Intake is how you _____.
- In terms of customer support, what does triage mean?
- Let’s say you want to understand how your support team is performing. Which survey should you implement?
- The extended value stage is when you _______.
- The four key moments to keep in mind when customer journey mapping are: First impression, ___________, intended value, extended value
- How Do You Calculate NPS?
- You want to understand how your customer support team is performing. The best feedback survey to use is:
- How Often Should You Revisit Your Customer Journey Map To Ensure It’s Kept Up To Date?
- True or false? It’s a good idea to write your knowledge base titles as questions
- True or false? Most people prefer using self-service compared to phone support.
- True or false? Through ticket automation, you can move a ticket from one stage to another based on an email response.
- True or false? When setting up your Conversations email inbox, you should connect your personal email.
- True or false? You can edit the NPS question in HubSpot.
- True or false? Your customer journey map should be written from the perspective of your customer.