To track the indivdiual performance of service team users, sortable by team, or individual team performance.
What value will this add?
We have different service offereing, some at lower price points and that are through third parties which naturally have lower CES, so the bench mark is different.
Also with out porting this information into a BI platform we’d have to export these reports and run analaytics on them, which is hard to constantly update for live metrics boards.
This give visibility into what team members are struggling to support customers or provide quick and thoughtful solution.
Are there examples of other places or products who have this feature?
Nice reply, intercom, Delighted, simplestat, asknicely , Every single CES, or CSAT provider.
This data is allvailble in platform there is not a simple reporting tool to agregate the data, and display it in platform.
The way we liked to use the Zendesk offering was to regularly review all those tickets that had a bad rating attached.
With Hubspot we can review a negative rating and then comb through several of the past interactions to try to identify the particular issue. It was typically easier to spot problems though with the Zendesk model, because each ticket was rated, so if a customer didn’t get a good resolution on a specific ticket they would just say so.
It’s really bizarre that Hubspot chose to set this feature up the way it currently exists. It seems to stem from Hubspot’s background as a marketing/sales software. Having a vague CSAT rating based on a customer’s overall perception of the company may be fine for improving marketing communications, but it is not very actionable for managing support teams. More experienced customer service platforms provide a way for customers to rate each interaction (ticket). Team and rep performance can then be evaluated easily.
