Proactively address problems before they result in a churned customer with a new scoring property.
Customer success is the cornerstone of any business, yet it's not always easy to achieve. Imagine your customers are feeling frustrated, annoyed, or even angry with your services. They are desperately clicking around your website, looking for answers, trying to contact support, or making multiple phone calls.
Each of these interactions is a cry for help, a sign that something is amiss.
What if you could anticipate these pain points before they escalate into complaints or lost business? With HubSpot's powerful scoring properties, you can turn these frustrations into opportunities, ensuring that your customers feel heard and valued every step of the way.
Create the Property
- In HubSpot, go to your account and navigate to Settings.
- Under Data Management, select Properties.
- Click on Create property.
- Choose Contact properties as the object type.
- Name the property Customer Frustration Score.
- Set the field type to Score.
Add Scoring Criteria:
- After creating the property, click on Add criteria.
- Define the following criteria based on common signs of frustration:
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- Page Views:
- Criteria: Page views of a URL containing keywords like "help".
- Timeframe: Viewed within the last 30 days.
- Contact Page Views:
- Criteria: Viewed the "Contact Us" page multiple times.
- Specific condition: Viewed more than 5 times.
- Inbound Calls:
- Criteria: Number of inbound calls.
- Additional conditions: Call summaries containing keywords like "frustrated", "angry", "annoyed", or "resolution".
- Form Submissions:
- Criteria: Submitted forms or raised tickets on support pages.
- Page Views:
Add the Frustration Score to Company Records
- Go to the Companies section in HubSpot.
- Select a company record you want to analyse.
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Add a Custom Card:
- Click on Customise on the company record page.
- Add a new card and name it Frustrated Customers.
- Configure the card to display the Customer Frustration Score for all associated contacts.
Create a New Company Property:
- Navigate back to Settings and Properties.
- This time, select Company properties.
- Create a new property named Overall Frustration Score.
- Set the field type to Score.
- Sum the Customer Frustration Scores of all associated contacts.
Top tip: Set up workflows in HubSpot to trigger alerts or tasks when certain score thresholds are met.
By following these steps, you can effectively use HubSpot's scoring properties to anticipate and address customer frustration, ensuring a proactive approach to customer success.