tickets processed in 6 mois
decrease in ticket processing time
decrease of contact time
The implementation of HubSpot was one of our major projects for 2021, with an impact on 250 users. The stakes are high and regard the quality of our customer service and customer loyalty. We consider that we are only at the beginning, and plan to rely even more on the tool to be closer to our customers and their needs (survey, adapted communication, customer knowledge base, chatbot etc.).
We are happy we were accompanied by Markentive, and especially Bérénice, in this adventure. She knew how to adapt to our context in a very professional way and guide us to use the tool in the best way. She also allowed us to improve our skills, thanks to which we became more autonomous in our projects with the HubSpot tools. Thank you!
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In order to modernize and optimize the performance of its customer service, Zeop contacted Markentive to help them implement the HubSpot Service Hub solution and to accompany them from a strategic and operational point of view.
This project had to meet many challenges:
After analyzing the different use cases and the needs of the different teams, we implemented a series of tools and processes to support the customer service teams according to the level of support (level 1, level 2).
tickets were processed during the first 6 months, an overall increasing trend from month to month
decrease in ticket processing time in the past 3 months compared to the first 3 months of using the platform
decrease in average contact time between June and November 2021
dashboards created to monitor the quality of customer service and the number of requests by type of service
and may become one of our future customer stories!
