Good news!
Have your most qualified leads already gone through all the stages of the sales pipeline and are they moving quickly through the flywheel? Your lead-to-customer conversion machine has never run so smoothly—but what’s next? Keep reading to learn how to deliver a standout loyalty experience through strategies that ensure recurring revenue and the success of every interaction with customers who have just made a purchase.
Get your customers on board by helping and empowering them to achieve their goals.
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Enhance the Customer Experience with a Self-Service Model
A self-service CX (Customer Experience) solution allows you to offer online support without the need for human interaction with a customer support team member. Among the most common examples of “self-service” customer support are conversational UIinterfaces or chatbots, FAQ sections, content repositories such as knowledge bases or help centers, and some discussion forums.
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Prioritize Proactivity in Customer Support
Shifting from a reactive to a proactive approach to customer support means being able to anticipate, identify, and resolve customer issues before they even realize there’s a problem. It’s about taking the first step—including suggesting new updates or additions to the product.
Some ways to do this include sending NPS surveys or using other tools to collect feedback and measure satisfaction, running email marketing campaigns around “hot” topics such as “Products You May Like,” or sending newsletters segmented based on customer profiles.
In addition, if you want your Customer Success or Customer Service teams to be able to respond to as many requests as possible (and in record time) or optimize their operations for a balanced workload, it may be a good idea to leverage marketing automation to implement automatic scheduling processes.
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Offer an omnichannel support experience
HubSpot allows you to offer an omnichannel customer service experience by connecting multiple touchpoints on a single CRM platform. This way, you can effectively keep track of all customer-brand interactions.
It’s about interacting with customers on their preferred channels, when they really need it.
An excellent way to put the customer first and provide service that feels authentic is to enable omnichannel messaging via email, phone, chat, and Facebook Messenger (a feature available in the Service Hub module). Very recently, HubSpot also announced that its WhatsApp integration is designed to help customers build deep connections.
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Manage support requests with a ticketing system
Want to make your customers happier with faster response times to their requests? With HubSpot, you can take advantage of an integrated ticketing system that provides context and prioritizes every customer interaction. Also available in Service Hub, this help desk system is the perfect tool for managing SLAs (Service Level Agreements), automating technical support processes, and streamlining the routing of requests.
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Save time with automated onboarding processes
Automating the onboarding process makes integration easier and reduces the learning curve for new customers. Just as marketing automation helps with marketing and sales, the goal here is once again to increase efficiency through automated workflows that streamline initial interactions and repetitive tasks, such as scheduling training sessions and sending support content.
In fact, the future of customer onboarding is promising, and automating this process can help you deliver top-notch service. While helping your customer support team better prioritize their time, it will contribute to a more efficient allocation of internal resources and, above all, accelerate the delivery of highly personalized content to new users.
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Prioritize tools for collecting customer feedback
Adopting a feedback collection tool is essential for truly understanding your customers’ pain points and motivations, for driving customer loyalty, and, ultimately, for identifying cross-selling and upselling opportunities. If you can use one within an integrated platform like HubSpot, all the better. Because feedback collection supported by a 360° CRM (which powers sales, marketing, customer support, and all touchpoints within a single ecosystem) is the only way to ensure that new users feel heard and valued throughout the entire customer experience.
- Launch a customer loyalty program
How easy is it for your company to gather real-world use cases for your service or product that demonstrate the resolution of a problem or the fulfillment of a need? If you’ve reached this stage, your business should now consider some type of loyalty program to motivate your most successful customers.
Some common strategies used by large companies to boost their retention rates include Partner Programs, Referral Programs, Community Programs, Tiered Programs, or typical Points Systems that offer discounts or free trials as incentives for a variety of actions. Once again, marketing automation technology can help implement these types of programs; all you need to do is define the triggers associated with each action using HubSpot’s workflows feature.
Tips for beginners:
🚀 Structure your first loyalty program with non-monetary rewards and promote it using gamification
🚀 Explore partnerships to communicate even more attractive offers to your customers
Accelerate your growth with customer insights
Because modern customers are more skeptical and savvy, and have growing—and sometimes unrealistic—expectations, it’s crucial to adopt an approach that goes beyond transactional sales. What we’re highlighting today are opportunities for your brand to build solid, meaningful relationships —and, at the same time, a promising gateway to acquiring new customers.
Companies that align their success with continuous customer feedback not only scale their business but also become better equipped to meet even the highest expectations. After all, your customers’ success is a reflection of your own.
Want to learn about other capabilities of HubSpot that go beyond the realm of Customer Experience?
Check out all the key takeaways and new features announced at INBOUND 2022.