HUBSPOT for customer success and customer support
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Products & TOOLSService Hub Professional Hubspot Reporting JIRA Trello API |
Steps
- Needs analysis to determine what information and resources English teachers and students required to use the platform effectively.
- Content creation: We created content that was organized into categories, including how-to guides, troubleshooting tips, and best practices for teaching English online. We also created video tutorials and screenshots to make the content more accessible.
- Portuguese translation: We translated the entire knowledge base into Portuguese to make it accessible to our Portuguese-speaking users.
- HubSpot implementation: We implemented the knowledge base on HubSpot, which allowed us to track user engagement and improve the content based on user feedback.
- Ticket system: We implemented a ticket system on HubSpot to allow our customers to submit support requests directly from the knowledge base.
Outcomes
- Simplified Access for Teachers and Students: The knowledge base provided easy-to-access information and resources for English teachers and students, enhancing their experience and engagement with our platform.
- Portuguese Accessibility: The translation of the knowledge base into Portuguese made it accessible to our Portuguese-speaking users, thereby improving their platform experience.
- Integrated Support Ticket System: The implementation of a ticket system enabled customers to submit support requests directly from the knowledge base. This streamlined the support process, leading to improved customer satisfaction.
- HubSpot Integration for Continuous Improvement: The HubSpot integration allowed us to track user engagement and enhance content based on user feedback. This resulted in a more effective and user-friendly knowledge base.
KB_EduTech by Andréa Vaz
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