This newsletter was hand-curated while listening to Mujeriego by Ryan Castro.

Service Blog

February 7, 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

The Ultimate Guide to Customer Delight

The inbound methodology focuses on three major principles: attract, engage, delight. At its core, the inbound experience is a customer-focused way of doing business centered around helping people effectively solve their problems and challenges. Marketing and Services drive the attract stage that draws customers to your business. Marketing and Sales then engage the lead and motivate them to convert. Finally, Sales and Service complete this flywheel by delighting the customer with a great purchase and fantastic customer support. Sounds simple enough, right? Well, not quite. In a truly successful inbound organization, customer "delight" is everyone's responsibility — not just those people your customers may come into contact with after buying something from you. Let's take a deeper look into what I mean by delighting customers.

Read More

What Is a Retention Specialist? (And Why They Matter)

Businesses invest significant time developing ways to attract new customers. New products, special offers, advertising campaigns, and content creation all aim to entice visitors and generate leads. However, given that 33% of customers will leave a brand after a single bad customer service experience, retaining existing customers is just as important - if not more important - as adding new ones. A customer retention specialist can help you to reduce churn and maximize revenue by retaining your current customers and getting the most out of your existing customer base. This article will explain what a retention specialist is and what they do, why your business needs a retention department, the average retention specialist salary, and how to find a job as a retention specialist.

Read More

40 Best Contact Us Pages You'll Want to Copy [+ Templates]

When you think of excellent website design, you probably think about a website's homepage, blog, or product pages. But what about a website's Contact Us page? Far too many website designers put contact pages near the bottom of their priority list in terms of copywriting and design. It's no wonder that many contact pages look like they were built in the 1990s, while the rest of the website is beautiful and updated. That, my friends, is a huge mistake. Your Contact Us page is one of the most valuable pages on your website. And for most companies, it's typically one of the most-visited site pages. In this article, we'll show you over 40 real-life examples of contact pages you can use to inspire yours. But first, let's review elements effective contact pages have in common to learn about the features and best practices you should remember to include in your web form.

Read More

What's a Call Abandonment Rate & How Do You Calculate It?

Have you ever called a support line and were immediately put on hold before you could speak to a service rep? I know I have and it's incredibly frustrating especially when you have a quick question that only takes a few moments to answer. Being immediately put on hold makes you feel like there's a roadblock preventing you from communicating your problem to the business. And, if that hold is long enough, it's very common to get frustrated and hang up the phone before we ever speak to a service agent. When we do reach this breaking point, call centers categorize it as an "abandoned" call. We never spoke to a service agent and we never made an official support ticket, but our opinion of the businesses was still affected by this experience. Call centers need to keep track of this metric so they know how many people are calling support and never reach a service agent. This metric is called, "call abandonment rate" and it's critical for analyzing customer satisfaction. The more consistent your support team is with providing a speedy response, the happier your customers will be. In this post, we'll explain everything you need to know about call abandonment rate including what it is, how to calculate it, and some industry benchmarks to compare your business to..

Read More

What is Omni-Channel? 20 Top Omni-Channel Experience Examples

The more technology advances, the more it's integrated into our daily lives. The lines between what we do online and in real life have begun to blur. As people change their behaviors, marketers, salespeople, and customer support reps will need to react. Instead of thinking of a desktop experience, a mobile experience, a tablet experience, and an Apple Watch experience, we'll need to pursue one, holistic approach — an omni-channel experience that customers can use whenever they want. In this post, we'll go over what omni-channel means and how you can use omni-channel experiences to create profitable marketing, sales, and service strategies.

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 is the difference between CSAT and NPS?

"Customer satisfaction score, or CSAT, is similar to NPS, but it has one major difference. Instead of asking participants to rate their likelihood of recommending the brand to others, CSAT asks them to simply rate their experience with the company."

Ask a Question