This newsletter was hand-curated while listening to OUT OUT by Joel Correy.

Service Blog

September 20, 2021

Hi there,

Catch up on your prescribed dosage of customer service with this week's latest and greatest content on the Service Blog.

Enjoy,

Flori Needle

HubSpot Service Blog

What is Customer Case Management [Tips + Software to Help]

In customer service and support, we know that consistently effective and efficient communication and assistance are critical to both team and business-wide success. Customers want the solutions they're asking for quickly and they want to be met where they are (your website, mobile app, social media, phone, etc.). In order to provide this level of customer service and support, it's important to have a customer case management process and system in place.

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28 Questionnaire Examples, Questions, & Templates to Survey Your Clients

The adage "the customer is always right" has received some pushback in recent years, but when it comes to conducting surveys, the phrase is worth a deeper look. In the past, reps were tasked with solving client problems as they happened. Now, reps are having to be proactive by solving problems before they come up. Salesforce found that 63% of customers expect companies to anticipate their needs before they ask for help. But how can a customer service team recognize these customer needs in advance and effectively solve them on a day-to-day basis? A customer questionnaire is a tried-and-true method for collecting survey data that can inform your customer service strategy. By hearing directly from the customer, you'll capture first-hand data about how well your service team is meeting their needs. In this article, you'll get free questionnaire templates and best practices on how to administer them for the most honest responses.

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How DISC Personality Tests Can Help New Service Reps

Understanding people -- their behavior, motivations, fears, and challenges -- has long been a necessity for businesses to improve their customer service teams and management performance. However, most organizations struggle to implement a strategy to capture, evaluate and make use of their employee's personalities in an effective way. Either they haven't thought about it yet or they haven't found a good solution to work it into their customer support process. Either way, there is a lack of awareness of the different behavioral styles and their application in business. At HubSpot, we use the DiSC assessment to find out how what makes our team members tick, where our strengths and weaknesses lie, and how we can collaborate better. With this profile, there are four different personality traits which are Dominance (D), Influence (i), Steadiness (S), and Conscientiousness (C). DiSC is a straightforward, useful, easy to remember, and unanimously applicable model. It emphasizes individual patterns of behaviors and measures characteristics for each of the four styles.

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How to Use Content for Customer Acquisition: 26 Tips to Know

We're all on the same page that producing content for marketing purposes is important. But are you generating content for content's sake? Or are you actually using your content to attract customers and close sales? The key to getting the highest possible ROI from content marketing comes from deploying it appropriately across all of your customer acquisition channels. Below, we'll cover 26 ways to use content effectively to attract and close customers. Pick and choose the tactics that make the most sense for your business.

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How to Automate Your Onboarding Process, According to HubSpot Service Experts

With the continued rise of technology, companies have been able to scale at rates that people might not have been able to imagine in the past. Case in point: Automating processes like customer onboarding. This can help many businesses because 63% of customers consider the company's onboarding program when making a purchasing decision. Additionally, over 90% of customers think that companies "could do better" when it comes to onboarding new customers. In this post, let's review what an automated customer onboarding process looks like and how to automate your own customer onboarding according to HubSpot onboarding specialists.

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Ask a Customer Service Expert!

Every week, we ask HubSpot's support team to answer questions about customer service. Have something you want to ask? Submit it below!

What is review management?

"Review management is the process of monitoring reviews left online about your business across various websites. This is done to ensure that you can execute your review response strategy, resolve customer issues as they arise, and quickly remove fake reviews before they cause any issues."

Ask a Question