This newsletter was hand-curated while listening to Just A Stranger by Kali Uchis ft Steve Lacy.

Service Blog

September 27, 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

Your Survival Guide to Crisis Communication

If there's one thing we've learned by 2021, it's that everything doesn't always go as planned. When you're managing a business, website, or customer service team, this is where knowing the best practices for crisis communication come in handy. Whether there's a supply chain delay, a coding error in your newest software, or a social media post made in bad judgment — having a crisis communication plan can help your business recover. Before I dive into the specifics of putting a crisis communications plan in place, I want to set a level on what exactly crisis communication entails.

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45 Social Media Stats that Customer Service Reps Should Know in 2021

Ten years ago, social media customer service was considered a novelty. Your team was going above and beyond by providing service to those who reached out to you on Facebook or Twitter. Today, customers expect service personnel to be monitoring your social media channels pretty much 24/7. When someone posts something about your brand, they expect an immediate response. And, it's not just Facebook and Twitter that you have to worry about. Now, there are a variety of social media platforms where customers can voice their opinions. Keeping pace with the constant changes in this space can be demanding for your customer service team. With different platforms being created and new trends forming on each one, it's hard to determine where you should focus your efforts. To help, we've curated the list below of social media customer service stats. It summarizes the trends, platforms, and behaviors that your team should be monitoring this year. If you want to locate something specific, here's a table of contents to help you navigate the post.

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Social Media Customer Service 101: The Beginner's Guide

In the olden days, before there were iPhones, fidget spinners, and pop-its word-of-mouth is what people relied on to make purchase decisions. There wasn't social media customer service. If you needed a new VCR, you'd ask your colleague at work, cousin, or neighbor. It's how most decisions were made. Today, things are different. There are myriad sources of information to help you make a decision on what to buy. What people say about your company on social media is really important -- and it's why you need a plan to address comments, good and bad. Your social media customer service plan should help you with a few different things -- reactively solving customer problems and complaints, proactively providing customer assistance and delight, and cultivating a brand known for something positive and inspirational (instead of just complaints). In this post, let's review everything you need to know about building a social media customer service plan. What

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How to Delete Google Reviews (& What to Do If You Can't)

Think about the last time you traveled. After you arrived at your destination and checked in at your hotel, what did you do next? If you're like me, you probably start thinking about where you're going to eat. But when you're new to an area, how do you find a good spot? Rather than asking the hotel clerk — who's probably a local and has eaten at every place nearby — most of us take out our phones and do a quick Google search. In fact, studies show that 72% of customers won't take action until they have read a review for a business. And, since Google is the preferred review site for 64% of consumers, one poor review on its search engine could determine a sale for your company. Every company hopes to receive positive feedback, but the fact is that customers who have poor experiences are twice as likely to write an online review. It's your customer service team's job to keep track of Google reviews and remove the negative comments that are harmful to your business. In this post, we'll break down what a Google review looks like, how to delete them, and what to do if you can't.

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How Netflix Maintains Low Churn & High Customer Retention

Netflix, a TV and movie streaming service, has almost 208 million paying subscribers. With such a large audience, it has become a household name, often associated with a relaxing evening watching a movie after work, or sometimes a period of hours sat in front of a screen finishing a new season of a show on the day it was released. Believe it or not, Netflix is actually 24 years old, an age that not many companies reach. You're probably wondering how it has been able to survive this long and still remain so popular amongst consumers. In this post, we'll answer that question, explaining how Netflix has kept their churn rate so low and viewership so high in comparison to their closest competitors.

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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 the best way to respond to customers on social media?

"When you do respond to customer inquiries on social media, we recommend a few best practices to help solve problems in a way that's quick and efficient and cultivates positive brand sentiment among your customers: stay positive, be transparent, know when to take it offline."

Ask a Question