Daniela Diaz

While working as the HubSpot account manager at Adonis Auto, I improved the NPS process and fostered better collaboration between Customer Service, Marketing, and Sales.

1.SERVICE HUB IMPLEMENTATION

Problem

I noticed that after sending some email campaigns, some recipients responded and tried to contact the company for different reasons.

Initially, I took the initiative to send some emails to the appropriate department. However, the volume of replies continued to escalate rapidly. It became clear that a more efficient and effective solution was necessary.

Actions

• Therefore, we made the decision to integrate Service Hub. With the aim not only to address this current issue but also to use it for future projects.
• I took charge of the Service Hub implementation and worked hand in hand with the assigned HubSpot agent. Together we established short and medium-term objectives, formulate a solid strategy, and conducted weekly check-ins to track progress.

Lessons Learned

Working with an outside team for software implementation is really helpful. Clear expectations and automation save time and ensure success.

2.NPS SURVEY

Problem

The survey that was initially sent through Mailchimp was excessively lengthy, which resulted in only a 4% open rate.

Solution

Have a periodic NPS survey to ensure customer satisfaction and measure their likelihood of recommending the company.

Actions

• I established an automation process that sends out an NPS survey email to customers three days after their purchase.
• I suggested to the social media they use all the positive reviews on the platforms.
•  As well as, in case of negative or neutral responses, I set up an automation notification for them to address any potential conflicts.

Lessons Learned

• By setting up feedback surveys, automation, and follow-up actions, I was able to improve customer feedback and increase the open rate by 10%..
• Additionally, I provided customer service feedback to the appropriate Sales manager from each location.