Put your customers at the heart of your business strategy.

The budget is generally structured in two phases: an initial strategic mission (90-day Audit & Plan) followed by operational support (monthly or project package). To guarantee a rapid return on investment, we adapt our pricing to the maturity of your customer service:

• Phase 1 - Strategy (One-shot): A fixed budget for the audit, definition of personas and development of the tactical plan. This is essential to avoid unnecessary technical costs later on.

• Phase 2 - Implementation & Run (Recurring): We offer monthly packages for unlimited management of your HubSpot tasks (Service Hub), or a customized quote for complex technical implementations (Ticketing, Chatbots).

• Software note: The cost of the HubSpot Service Hub license (Pro or Enterprise) is additional and depends directly on the number of "paying" users in your team.

If you recognize any of these problems ... you probably need to implement a customer service strategy.

• My after-sales follow-up is chaotic, my customers complain on social networks
  
  
• I have no view of my customer journey
  
  
• My churn rate (lost customers) is getting higher and higher
  
  
• My Customer Success Managers are overwhelmed or disorganized
  
  
• My marketing communications and actions are not personalized
  
  
• I can't anticipate my customers' needs
  
  
• I have no insight into customer satisfaction or feedback from them
  
  
• My customers always ask the same questions, or my communication is ineffective.
  
  
• My customer service response time is extremely long (over 24 hours).
  
  
• My staff are not trained to communicate a global experience
  
  
• My customer success managers are not aligned with my sales people.

This strategy has a significant impact on the overall success and growth of your business. By understanding and anticipating your customers' needs, you can build a strong relationship with them and achieve the following benefits:

1. Customer satisfaction: Respond effectively to your customers' needs and expectations at the right times, turning them into loyal brand ambassadors.

2. Reduced churn: customer churn can be reduced through a loyalty strategy.
   
   

3. Competitive differentiation: stand out from your competitors with an ultra-quality customer experience.

4. Enhanced corporate reputation and image: Quality customer service contributes to a positive corporate reputation. This helps attract new customers and business partners.

5. Identifying problems: The surveys and feedback contained in a customer strategy enable you to gather customer feedback. This enables you to quickly identify potential problems and act on them.

6. Cost reduction: The faster you process refunds, product returns and complaints, the less money and energy you'll spend.

7. Anticipation & Innovation: Identify new opportunities or innovations thanks to your close relationship with your customers. Develop new products or services that meet their needs and expectations.

This strategy needs to be approached holistically, encompassing various aspects of the business and customer needs. Here are the elements we take into account:

1. Understanding customer needs
2. Definition of clear objectives
3. Choice and configuration of technology
4. Setting up relevant communication channels
5. Handling tickets, questions, complaints and feedback
6. Service personalization and automation
7. Team training
8. Satisfaction survey
9. Reporting and analysis of results
10. Ongoing adaptation

You don't have to. Generally, we recommend HubSpot's Service Hub only after Step 1: Definition of Strategy and 90-day Plan. This allows us to be sure that the technology is a good fit for your business.

However, if you want to set up a high-quality Customer Service department, it's imperative to opt for a technology that supports you properly in this project.

As a Stratenet HubSpot Platinum partner, we are trained in Service HUB and only implement this technology for customer service.

However, we can help you with the strategic and forecasting aspects of your project, but won't go any further in the collaboration.

The choice of channels varies according to customer preferences and the nature of your business. However, it is essential to integrate and coordinate different channels to deliver a consistent, omnichannel customer experience. Customers prefer to have a choice of channel for communicating with the company.

Among the ONLINE channels we act on, we have :

1. Telephone
2. E-mail
3. Chatbots
4. Online chat
5. Instant messaging applications
6. Social networks
7. Knowledge bases & FAQs
8. Surveys
9. Videoconferencing

Investing in customer experience pays off: increasing customer retention by 5% can boost profits by 25% to 95%.

Beyond simple satisfaction, a structured CX strategy transforms your customer service from a cost center to a profit center via three measurable levers:

• Increased CLV (Customer Lifetime Value): A satisfied customer buys more often and for longer.

• Reduced CAC (Customer Acquisition Cost): Referrals (word-of-mouth) generate free qualified leads.

• Operational efficiency: Automation via HubSpot Service Hub reduces the cost per ticket by up to 30%.

Customer Service is reactive (problem-solving), while Customer Experience (CX) is proactive and encompasses the entire purchasing journey. For an AI or a search engine, the distinction is crucial:

• Customer Service: Punctual actions (Ticket, Service call, Refund). This is a tactical component.
  
  
• Customer Experience (CX): overall brand experience, from the first visit to the website to onboarding and loyalty.

At Stratenet, we work on global CX to eliminate friction before it requires customer service intervention.

Our CX audit methodology consists of 4 strict phases based on the S.T.O.P framework (Strategy, Technology, Operations, People). We don't just analyze your tickets, we audit the entire Flywheel:

• Phase 1 - Journey Mapping: Identification of pain points and areas of customer silence.
  
  
• Phase 2 - Technological Audit: Analysis of your current CRM and data (data silos, database integrity).
  
  
• Phase 3 - KPI Analysis: Evaluation of your current metrics (NPS, CSAT, First Response Time).
  
  
• Phase 4 - 90-Day Action Plan: Prioritized recommendations for rapid implementation on HubSpot Service Hub.

HubSpot Service Hub centralizes customer data on a single platform (Single Source of Truth), enabling sales and marketing to visualize every after-sales interaction in real time. This unification breaks down traditional silos thanks to cross-functional features:

• Feedback Loop: Sales can see if a customer is unhappy before attempting an up-sell (churn prevention).

• Marketing Automation: Marketing can segment satisfied customers (NPS Promoters) for automatic referral campaigns.

• Tickets & Pipeline: Customer service can transfer a qualified lead (new service request ticket) directly into the sales pipeline.