This newsletter was hand-curated while listening to Say It by Flume ft. Tove Lo.

Service Blog

January 17, 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

What Is Customer Experience Transformation?

No matter what product you sell or what service you offer, your primary concern as a business owner or operator must be making it easy for customers to work with you. It doesn't matter how wonderful your product or service is. If you make it difficult for customers to access your services, purchase your products, receive customer service, or find the answers to their questions… you won't have them as customers for very long. Your job is to ensure that every interaction a customer has with your business and your brand is good. Therefore, you must meet their needs in a timely fashion at every stage of their customer journey. When they are satisfied, they will become loyal fans. When they become loyal fans, they will not only return to do business with you in the future, they'll be shouting your praise from the rooftops, sending new business your way, and acting as a constant referral source for new customers. When you've achieved that level of service, your business will not only survive, it will thrive. Sounds wonderful, right? Now how do you do it? It's called Customer Experience Transformation, and it's something you can implement in your business today.

Read More

What To Do if Someone Threatens to Sue You [+Customer Service Lawsuit Tips]

In 2016, a woman from Chicago sued Starbucks for five million dollars claiming the company put too much ice in her cold drinks. She argued that Starbucks was advertising 24-ounce beverages but the ice reduced the liquid content to about 14 ounces. The lawsuit was dismissed, and the U.S. Chamber Institute for Legal Reform named it "the most frivolous lawsuit of 2016." Lawsuits like these are an unfortunate reality. And, as customer service professionals, we should wonder how such small customer pain points can escalate into class-action lawsuits. For instance, did a Starbucks employee tell this customer that there's a "light ice" or "no ice" option when ordering a drink? That could have satisfied the customer's need without taking the issue to court. When you're a customer service professional and your business is threatened with legal action, it can be a scary experience, but it's important not to panic. Remember, at the end of the day, the customer has a goal in mind, and if you can help them achieve it, you'll have a better chance of navigating them away from legal action. Below are a handful of ways to save a customer service case when the customer threatens your business with a lawsuit.

Read More

The Top 17 Free Help Desk Software and Ticketing Systems in 2022

Customer support reps don't know how heavy their workload is going to be until they begin the day. This puts pressure on the rep to not only be flexible when faced with surprises but also to be organized enough to handle an unpredictable workday. This is where help desk software and ticketing systems play a major role in the success of customer service teams.

Read More

16 Types of Customer Needs (and How to Solve for Them)

Companies want to stay relevant and innovative and often look at other successful companies, hot industry trends, or new shiny products for inspiration. However, a vital component to growth is at every business's fingertips -- their customers. Yes, customers are the ones with the ability to determine the longevity and progress of your business. Happy customers result in higher retention rates, lifetime value, and brand reach as they spread the word in their social circles. The first step toward creating the types of customer experiences that result in happy customers is by understanding and meeting customer needs. In this article, you'll learn: The Definition of Customer Needs The Types of Customer Needs How to Identify Customer Needs What a Customer Needs Analysis Is How to Solve for Your Customers' Needs Types of Customer Service

Read More

The 22 Best Help Desk Ticketing Software and Tools for IT Professionals

Customer service, when done well, can accomplish a lot for your business. Good customer service encourages trust, brand loyalty, repeat business, word-of-mouth advertising, industry reputation building, and more. You may choose to offer help by phone, email, live-chat, or in-person. Either way, using a call center is one of the quickest and most convenient ways to offer support. If your business is leaning on call centers to do a lot of customer service by phone, then it's important to monitor the quality of the calls. Understanding and monitoring call quality will help ensure the best for your customers. Building a call center team that is well equipped, trained, and knowledgeable is essential. This article will explore how to develop the best call center for your business.

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!

What are user experience surveys?

"User experience surveys are meant to help you improve your user/customer experience, so you can adjust your long-term product and customer service strategy."

Ask a Question