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Service Blog

December 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 the Follow the Sun Customer Support Model?

If you have an online business or SaaS product, you probably sell your products or services globally. That means you need global customer service. And that's where the follow the sun customer support model comes in. This type of customer support can help you provide quality, on-time support to customers 24/7. In this post, we'll learn what the follow the sun customer support model is, the benefits, best practices, and how you can decide if it's the right model for your business.

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Client vs. Customer: What's the Difference & Why Does it Matter?

Have you ever heard someone dismissively say something like, "It's just semantics." While semantics -- the meaning of a word or phrase -- aren't necessarily always something to argue over, in business the language you use is important. And of course, some people might think the difference between words like client and customer is an argument of semantics, this difference will actually help you make strategic decisions about customer service. In this post, let's review the difference between client and customer and why it matters.

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How to Deal With a Difficult (or Angry) Customer: 16 Tips

Crossed arms, heavy sighs, and short replies are some of the physical signs customers show when they're losing interest in what you're saying; and your shot at keeping their business might be fading fast. Often, difficult or even angry customers aren't expressing frustration with you. These emotions are tied to external situations and psychological stimuli. So, put your great communication skills to work, draw on your superpower of reading the situation, and use these eight psychological tips for managing difficult customers to save your customer from churning.

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13 Support Ticketing Tools Your Service Team Will Love You For

When you work for a customer support team long enough, you'll start to notice some patterns in the cases that come across your desk. Many times customers ask similar questions or are confused about the same tools, making you undergo the same troubleshooting steps again and again. Don't get me wrong — this consistency is great once you're a seasoned customer support representative. But obtaining that expert level of product knowledge doesn't always come quickly for beginners. Wouldn't it be great if you could streamline the process for all of your new reps? The good news is you can do just that with a ticketing system. Support ticketing systems record important case information that your entire team can benefit from.

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What are Survey Sample Sizes & How to Find Your Sample Size

If you're a writer like me, it won't come as a surprise to you that my least favorite subject in school was math. And although many people don't like math, in business, understanding and collecting data is reliant on this subject. Even when you're in customer service, one of the key roles of customer support is conducting surveys with statistical significance. In this post, we'll help you learn what survey sample size you might need to have a statistically significant result from your surveys.

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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 difference between customer experience (CX) and user experience (UX)?

"The main difference between customer experience (CX) and UX research is that while CX research might focus on how confident customers are with your customer service, UX research focuses on how successfully those customers can navigate your product and self-service website with a special interest in whether it's easy to use."

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