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Customer Feedback Tool

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  • Solved
    Hubspot NPS and CSAT surveys are occassionally returning incorrect responses
    MJarvis on June 03, 2021
    1 upvotes
    5 Replies
    This is a strange issue. We've had half a dozen customers submit a negative score (detractor) in response to our NPS survey, as well as 'Unhappy' faces for our CSAT survey. However, these are not the responses the customers themselves submitted. We ...
    Discussion Feedback Surveys
    amandaulm
    Contributor
    July 09, 2021 11:32
    I very much appreciate this post, and the update/answer. I believe this is happening to my company as well, and it at least explains why it's happeni...
  • Capturing NPS Survey Scores in Salesforce
    stukatz02 on June 03, 2021
    1 upvotes
    1 Replies
    Hi All, I am working with our marketing team to setup our first NPS survey. We plan to have the results captured in Salesforce.com so that we can track health of our clients there. While this is our first one, we plan to make this a regular thi...
    Discussion Integrations
    natsumimori
    Community Manager
    June 03, 2021 23:14
    Hi @stukatz02 , thank you for your post! @trevorjones71 would you mind sharing your advice for @stukatz02 ?
  • Add more configurations to customer support (CES) survey
    tlin on May 28, 2021
    0 upvotes
    2 Replies
    We love the feature that sends a CES survey to our customers when the ticket gets closed. However, we wish there are more fields can be used to configure the CES survey. Some examples include: 1. A few of our customers actually have an interna...
    Discussion Feedback Surveys Service
    webdew
    Top Contributor | Diamond Partner
    July 08, 2021 21:25
    Hi @tlin , I have a very good news for you. In the june month's updates. There is a new feature in which we can create custom surveys rath...
  • Multi-language Customer Support (Customer Effort Score) Survey
    EmilyWade on May 26, 2021
    0 upvotes
    1 Replies
    We really need to be able to translate our CES survey, and be able to send it out based on the preferred language of the contact. We haven't really found any work-arounds, so if anyone has any tips that would be really useful. We currently only hav...
    Discussion Feedback Surveys
    TiphaineCuisset
    Community Manager
    May 27, 2021 02:07
    Bonjour @EmilyWade Merci d'avoir posté dans la Communauté! It looks like you're using HubSpot mostly in French, I want to let you know...
  • Solved
    Email template/marketing email template
    MichałH on May 19, 2021
    0 upvotes
    2 Replies
    Hi, Marketing Email designer is a great tool. My marketing emails looks just great with all the pictures and CTA's. Is it possible to somehow use a marketing email templates in everyday mailing?
    Discussion Marketing Email Templates
    GeorgeThomas
    Guide | Diamond Partner
    May 20, 2021 12:48
    @MichałH , I'm going to jump in here and ask for more specifics as well. Would love to help but don't know enough of what you are trying to do b...
  • Solved
    "Unable to save changes right now. Please try again."
    QMice on May 07, 2021
    0 upvotes
    1 Replies
    I created a custom survey to solicit feedback from webinar attendees yesterday evening (6 PM eastern time). I received this message when I tried to publish it: Something went wrong. Unable to save changes right now. Please try again I cleared my c...
    Discussion Professional
    bsheen
    HubSpot Moderator
    May 08, 2021 07:19
    Hi @QMice , Thanks for reaching out to the HubSpot Community! Will you double-check that you do not have any duplicate fields in the survey? If no...
  • Solved
    Customer Service (Chat)
    APineda on May 06, 2021
    0 upvotes
    2 Replies
    Does anyone know if hubspot sends them an email as well to maintain conversation with them when they close the chat?
    Discussion
    karstenkoehler
    Most Valuable Member
    May 06, 2021 20:59
    Hi @APineda , Not by default, no, except for an email chat transcript being sent for live chats . Any other follow-up would currently have to...
  • New unassigned Live Chat conversation from Unknown visitor
    AGreatorex on April 21, 2021
    0 upvotes
    2 Replies
    My colleague is receiving emails with the subject - New unassigned Live Chat conversation from Unknown visitor. The content in the email has a message from what looks like the live chat but these messages have nothing to do with our company. Why wou...
    Discussion Free
    webdew
    Top Contributor | Diamond Partner
    June 28, 2021 02:51
    Hi @AGreatorex , If you want to stop these email, you can either turn off the notification while navigating to settings<Notifications<Email...
  • Solved
    View survey submission on Contact View
    Maeglin on March 30, 2021
    0 upvotes
    6 Replies
    Hi there, when creating a feedback survey in Hubspot you need to enter an email address. However, when I look at the Contact (who submitted the survey), I can only see that they submitted a survey. Not what exactly they filled in on the survey...
    Discussion Feedback Surveys
    Maeglin
    Participant | Gold Partner
    April 14, 2021 08:01
    Thanks TiphaineCuisset! Unfortunately not the solution I was looking for, but thanks for the reply 🙂
  • Multiple NPS submissions?
    sanicholas on March 02, 2021
    0 upvotes
    1 Replies
    As I was researching how to assist a client with updating an NPS rating they left and want to change, I stumbled across another client who submitted three ratings. How was this possible?
    Discussion Feedback Surveys
    PamCotton
    Community Manager
    March 03, 2021 15:03
    Hi @sanicholas , thank you for providing this information, I would recommend connecting with HubSpot Technical Support , as Support is included i...
  • Solved
    Client would like to update the NPS rating
    sanicholas on March 02, 2021
    0 upvotes
    5 Replies
    After working with our QA team, a client would like to update the NPS rating he originally left. He no longer has the survey email. Is this possible? I know I can remove his rating but I don't see an option to resend the survey.
    Discussion Feedback Surveys
    warrendavey
    Top Contributor | Platinum Partner
    June 01, 2021 08:50
    @BBole - You will need to create a one-time survey and narrow the result of whom it is sent to so it goes to the one person. Do you need a video s...
  • NPS Contact
    SWallace0 on February 14, 2021
    0 upvotes
    1 Replies
    Does a contact have be a marketing contact to recieve the NPS survey?
    Discussion Professional
    sharonlicari
    Community Manager
    February 15, 2021 02:42
    Hi @SWallace0 Welcome to the Community! What do you mean by marketing contact? Usually, the emails you send to receive feedback (NPS) ...
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