Les grands esprits se rencontrent

It's great to see that since end of July, 2021 we can create multi CES surveys in different languages. See: HubSpot Community - Multi CES Survey - HubSpot Community And we found that we want to go one step further then the option that is now available to us.    Idea/Wish What we want to do is send our CES from 1 pipeline (Support in this example) in the preferred language of the contact in the Support ticket.   Case In our situations it is the case that we have 1 Customer Succes team/person handeling all Support Tickets from one pipeline. We have one box with Tasks and Tickets for the team. And what we want is:   The Dutch (or other specific language) CES should be sent if the contact person has Dutch as their preferred language AND the Support request is set to Closed in the Support pipeline. The English (or other specific language) CES should be sent to all contacts who do not have Dutch as their preferred language AND the Support request is set to Closed in the Support pipeline. Fos us as a SaaS company with international and national customers it would really be appreciated if we can talk the same language for getting feedback on our services. We found by speaking the same language as out contacts, they are more willing to give feedback and also with comments.   Why not muliple Support pipelines We aren't doing it now because of the human errors and risks of having multiple inboxes for the workload for 1,5 FTE. Eventually if the company grows, other languages will be added. And only if the workload is to much for one inbox. Then I think we are going to created multiple Support Pipelines depanding on the prefered language of the contact. Which also means a "grow-pain" of our organization to hire multiple Customer Success/Support people for specific regions/languages.    The reason why we find the CES important  CES is helping us to collect data on finding bottlenecks, improving our support/community services and also improving the UX/UI design of our SaaS tools.  The user experience and oustanding support is helping us to maintain customers, which is good for onboarding new customers and a steady business.  We can also easily identify the ambassadors for further marketing/community and sales purposes, find the critics and overall people with good ideas for improving our applications and services.  These are helpfull resources for new business.    And although we can filter out who asked us the most questions during a year, gave us the most usefull ideas. By combining it with CES we also can form a group of users who are willing to test our new appllications and can give structural feedback.  And these developments give us an edge over our competitors.   Difference for us between CES, CSAT and NPS With CES we can go more indepth with the right person about developing/improving our products and services. CSAT and NPS is helping us with improving and testing the branding and business development.  ... Afficher plus