Learn the difference between high touch and low touch customer service and how to implement these customer engagement models on your team.

This newsletter was hand-curated while listening to MICHUUL. by Duckwrth. Service Blog November 22, 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 High Touch vs. Low Touch Customer Service & Success Models In customer service, there are different levels of support. A customer could chat with a frontline support rep or they might have a dedicated customer success manager (CSM) they could chat with. The difference between these types of customer service is that one is low touch while the other is high touch customer support. High-value customers might need more regular, one-on-one support while customers who purchase a less complicated package don't. In this post, we'll review what the difference is between high touch and low touch customer service and how the differing customer engagement models work in action. Read More What Exactly Does a Customer Service Rep Do? Serving customers should be everyone's job at your organization. Whether your providing customers with the latest tech products, outstanding support services, or an efficient ecommerce experience, their satisfaction should be every employee's goal.While all of your employees should put the customer first, there's usually one or more teams dedicated to supporting immediate customer needs and maintaining customer satisfaction. Their job ensures customers are happy with your products and will recommend your brand to others. These frontline employees act as a primary support resource and help users achieve their goals. On a customer service team, this role is called a customer service representative. In this post, let's explain what a customer service rep does and show you what a job description looks like for this role. Read More 23 Excellent Customer Satisfaction Survey Examples [+ Templates] Every product or service is made for its customers. It's created to either solve their problems or fulfill their needs. Your product or service revolves around your customers and their experiences, and every single day, you're making significant efforts to provide them with a positive experience. This journey of providing your customers with a positive experience starts from the moment they land on your website and extends beyond the moment they become your customer. Without question, delighting them and encouraging them to become loyal customers is a never-ending commitment. As Derek Sivers from CD Baby puts it, "Customer service is the new marketing." And that couldn't be truer. Read More What Is Contingency Planning? [+ Examples] The COVID-19 pandemic has shown, more than ever, the importance of being prepared for the unexpected, especially when it comes to business continuity. While some unexpected interruptions can be due to situations outside of your control, some issues arise that may be caused by internal errors. Unexpected problems can also be positive, like a sudden influx of interest in a new product. Regardless of the scenario, it's essential to prepare for everything, and contingency planning helps you do so. This post will explain what contingency planning is, outline the steps you can follow to create your own plan, and give examples that you can use for inspiration. Read More How to Build a Customer Referral Program One of the basic tenets of customer success is using your service to create advocates for your business. A happy army of satisfied customers can do a lot of legwork for you. In fact, word-of-mouth is directly responsible for 19% of all purchases, and influences as much as 90%. However, fewer than 1% of companies have an actual strategy for generating these crucial customer conversations. Assuming your customers will refer you to their connections simply because you provide exceptional service is idealistic at best. Referrals only happen out of the good of a customer's heart some of the time for the rest of it, giving customers a reason to refer will work wonders. As with most things in business, a plan is necessary. If you're looking to grow your business, retain the customers you already have, and reach your revenue goals, it's time to implement a customer referral program. Simply having one is just good business sense, because it reveals two things: that you're confident enough in your services and team to know that a referral program would be a positive investment, and you know that despite your good service, some customers might need a push to go out of their way for you. Read More 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! Why is customer service important? "Customer service is important to your business because it retains customers and extracts more value from them. By providing top-notch customer service, businesses recoup customer acquisition costs and cultivate a loyal following that refers customers, serves as case studies, and provides testimonials and reviews." Ask a Question Swetha Amaresan Creative Operations, Peacock HubSpot, 25 1st St., Cambridge, MA 02141, USA, 888-482-7768 Unsubscribe Manage preferences Update language | Cambiar el idioma | Changer la langue | Sprache ändern | Altere o idioma | 受信言語を更新する