Email to customer after conversation and/or ticket closed for NPS

AMoreau7 — Mon, 04 Mar 2024 04:15:52 GMT

Hi all,

We use Hubspot for our Customer Experience team. We would like to have an automated email to be sent to the customer a day after we close the ticket and/or conversation, which is a numeric 1 - 10 "how happy are you with the result of your issue?".

Then, if under a certain number, the conversation is reopened and assigned to a senior member of the team.

My questions are:
1. How do we design the email template? Where do we find this?
2. How do we create the workflow?
3. Has any companies that use Hubspot for the CX team managed to do this effectively and any tips/hints they could provide?

Re: Email to customer after conversation and/or ticket closed for NPS

RSchweighart — Mon, 04 Mar 2024 23:39:40 GMT

Hi @AMoreau7.,

It sounds like this might be more of a CSAT (customer satisfaction) survey, which would be the three faces (sad, neutral, happy). For HubSpot's Service Professional and Enterprise plans, you can create this survey by going to Service > Feedback Surveys. Here's the HubSpot help article for CSAT surveys. HubSpot provides NPS and CES surveys to leverage too.

Best,

Ryan Schweighart

Whole Hart Impact, LLC

whimpact.co

I help businesses with HubSpot and Zapier.

topic Re: Email to customer after conversation and/or ticket closed for NPS in Customer Feedback Tool

Email to customer after conversation and/or ticket closed for NPS

Re: Email to customer after conversation and/or ticket closed for NPS