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Zeop structures and optimizes its customer service thanks to HubSpot

Zeop structures and optimizes its customer service thanks to HubSpot

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  • 75%

    decrease in ticket processing time

  • 65%

    decrease of contact time

  • > 15

    dashboards created to monitor the quality of customer service and the number of requests by type of service

Objectives and Challenges

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:

  • Centralize all the tickets created via the different existing channels (in-store, by phone, by email, via the submission of an online form or via its resellers)

  • Automate part of the customer service process to increase efficiency and reduce ticket processing time

  • Standardize the quantity and quality of information provided on tickets to facilitate incident handling and resolution

  • Facilitate the transfer of tickets to the various teams

  • Improve visibility on the performance of the support team

  • Improve the quality of exchanges with customers

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). 

  • Deployment of the HubSpot solution to all agents on the telephone platform

  • Management of a common mailbox via HubSpot to receive and centralize all incoming requests via the submission of a web form.

  • Creation of a playbook allowing live qualification of the request for a faster resolution and an efficient collection of information in case of need for ticket transfer.

  • Create different pipelines per team with a customized view to focus on the information needed to resolve the ticket

  • Use tasks to request a collaborator's intervention without transferring ownership of the ticket

  • Use snippets (short blocks of text) to synthesize information and facilitate the transfer of the ticket to level 2 support teams

  • Creation of reports to monitor the activity rate of the platform, the number of tickets processed, the response time

  • Implementation of satisfaction surveys at the end of each ticket

  • Set up programmable automation via the Operations Hub to automate the link between a contact and a ticket through the deal.

 

 

A word from Zeop

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!

 

Results

75%

decrease in ticket processing time in the past 3 months compared to the first 3 months of using the platform

65%

decrease in average contact time between June and November 2021

>15

dashboards created to monitor the quality of customer service and the number of requests by type of service

About

See website

Industry

Telecom

Number of employees

250

Localisation

La Réunion

Services

Customer Service, CRM & Sales Enablement

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