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The Four Key Moments To Keep In Mind When Customer Journey Mapping Are: First Impression, ___________, Intended Value, Extended Value
- expected value
- second impression
- ﬁrst value
- extended impression
Correct Answer: ﬁrst value
To learn more about: HubSpot Academy
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Before you enrolled in the examination, you should know all the necessary things which you will face during the exam. The first thing is that you have to create a HubSpot Account to participate in this examination. A total of 60 questions will be asked during this exam, and to complete this assessment, you will be having only 3 hours and it usually it takes 60 minutes to complete the exam. (and remember once the exam is started, you can’t pause it) and to pass the HubSpot Service Hub Software Certification Exam you have to give 45 Correct Answers. If you can’t pass the exam for some reason, you can retake after 12 hours. After completing this exam, you will receive Certification via your registered email address and that Certification will be vail till 12 Months from the date it’s issued.
What You Will Learn from HubSpot Service Hub Software Certification Exam?
Customer Journey Mapping: A customer journey map is a visual representation of the stages or milestones a customer goes through with your business. As such, customer journey maps are an essential tool in building empathy and understanding your customers’ experiences. In this lesson, you’ll learn the importance of customer journey mapping, how to create one, and see examples of maps across various industries.
Understanding Help Desk: A good help desk make it easy for customer support agents to gather intake, triage, troubleshoot, solve, and improve the customer experience. In this lesson, we’ll discuss various methods of intake, the importance of triaging, how to troubleshoot, and how to communicate with your customers when you’ve solved their issue.
Setting up Conversations: HubSpot’s help desk is made up of Conversations, tickets, reporting, and automation. In this lesson, we’ll take a deep dive into Conversations, where you’ll learn best practices when setting up your Conversation inbox. We’ll touch upon the various intake methods, automatic routing, and chatbots, just to name a few.
Setting up Tickets: With the tickets tool, you can record, organize, and track all customer issues through a single dashboard access to your entire team. Tickets are a great way to handle inquiries that may require longer-term follow-up. In this lesson, you’ll learn how to set up and manage your ticket pipelines, automate, and prioritize so no customer inquiries fall through the cracks.
Setting up Knowledge Base: Self-service enables customers to solve problems themselves without reaching out to a customer service department. 76% of customers prefer using self-service over speaking with an agent by phone. By producing self-service documentation, you’re helping your customers help themselves and saving your company time and money.
Setting up Customer Feedback and Advocacy: Do you collect feedback from your customers? If so, what do you do with that feedback? 42% of companies don’t collect feedback. Yikes. By not capturing customer feedback, you’re missing out on a way to understand customer sentiment and ways to spin your flywheel. In a world where more than 80% of people trust family and friends over business advice, happy customers are your best source of new business. So, collect feedback and start to turn your customers into your best marketers.