This newsletter was hand-curated while listening to I Like That by Bazzi.

Service Blog

January 3, 2022

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

How to Strengthen Your Customer Support in 2022

You need help setting up an account in your new software, learning how to use your new product's latest updates and features, or changing your subscription plan. How do you get the answers you need? Whether you choose to make phone call, access live chat, hop on Twitter, or send an email, you're almost always going to be chatting with members of the given company's customer support team. These are the people who work to help you solve your problems and challenges so you can make the most of their products or services. The process of customer support involves customer support representatives (CSRs) consistently putting the customer's needs first and resolving their pain points, regardless of the time or effort it takes. The results of these customer support interactions play a huge role in how those customers feel about your business and brand as a whole. This is why customer support has the potential to greatly impact major factors like your business's reputation, customer retention, bottom line, and more. In this guide, we'll review the day-to-day work your customer support team will be doing, why it's so important, what makes support unique from other customer-facing roles within your company, and how to improve your support strategy.

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How Chatbots Can Improve User Experience

If artificial intelligence, or AI, feels like a far-off thing of the future, you might be mistaken — in our research, we found that 63% of people don't realize they're already using AI technologies. A popular form of AI that people have started using — both as customers and businesses, are chatbots: simple AIs with branching logic that can be customized to respond to questions from customers. If it seems like the use of robots will scare customers away from your business, consider that 48% of customers already feel comfortable with interactions managed by bots, and 71% say that they would be happy to use a bot if it meant an improved customer experience. In this post, discover key ways that chatbots can improve the user experience and supplement your customer service strategy.

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Customer Appreciation 101: Ideas, Gifts, & More for Driving Customer Loyalty

Do you love your customers? If you said yes, how do you show them? (If you said no, then you desperately need this post.) If you answered with something along the lines of, "By providing them with stellar service," then I'm going to give you a hard reality check: That's not enough. Think about it like this: Your customers have put their trust in you and are paying your business good money because of it. The least you can do is show them how much you appreciate them. In this post, we'll explain everything you need to know about customer appreciation, including why it's important, what it looks like, and how you can master it at your business. But, if you're in a bit of time-crunch, use the links below to find exactly what you're looking for.

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How These 4 Types of Customer Segmentation Will Improve Your Customer Service Team's Emotional Intelligence

When you use emotional intelligence in your marketing campaigns and customer service, you can better empathize with your target audience and more effectively understand what they care about. By making the effort to understand what matters to your customers, you can deliver messages that are better targeted to what they value — and what they need. Of course, most businesses target more than just a single demographic. That means developing a strong rapport with what could be several very different groups of people — and this is where segmentation comes in. By focusing on the right types of customer segmentation, you can have more emotionally-driven conversations that help you better serve your clients and achieve your business's goals. The right segmentation models will enhance your communications at every stage of the customer's journey. As you use quality information to enhance your emotional intelligence, you can deliver the right messages to the right people, generating far stronger results for your brand's bottom line.

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