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Service Blog

March 28, 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 Most (& Least) Used Customer Service Tools in 2021

Over the past two years, we've seen massive shifts in consumer preferences and expectations when it comes to customer service. Now, many customers don't just delight in personalization, real-time resolutions, and channel flexibility — they expect it. And, by the end of 2021, 90% of leaders report that customer expectations have increased to an all-time high. To continue meeting consumer expectations, you'll want to ensure your service teams are up-to-date with the latest and greatest customer service tools and technologies. Here, let's explore the tools most often used by other service teams, as well as the ones that aren't used as often, according to our 2022 State of Service report, which surveyed 1,400 respondents at companies of varying sizes.

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5 Expert Tips for Responding to Customer Reviews [+ Examples]

When I'm deciding where to shop, eat, or visit, I often start with online reviews. And I'm not alone. In 2022, more consumers are reading online reviews than ever before — with 77% 'always' or 'regularly' reading them when browsing for local businesses (up from 60% in 2020). Online reviews can be a fantastic indicator of a brand's relationship with its customers, which is why they're such a powerful tool for expanding your reach and attracting new leads. However, from a brand perspective, online reviews can be tricky. You have virtually no control over what someone writes about your brand. Fortunately, what you can control is how you respond to both good and bad reviews to protect your brand reputation and even increase positive sentiments. Here, let's explore how experts at Help Scout, Aircall, REVIEWS.io, and Ringover respond to both positive and negative customer reviews to ensure their reviews continue to work for their brand … not against it.

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Smooth User Onboarding Examples That'll Make You Jealous

No matter how great a product is, you can't expect that every user will successfully navigate its features right away. For this reason, user onboarding is a key aspect of the customer journey as it saves users time from having to contact support teams with fundamental questions. Effective user onboarding can also be the difference between a satisfied customer and potential churn. In this post, let's review what user onboarding is, and dive into some examples of real companies who execute it perfectly.

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10 Easy Steps to Creating a Customer Profile [+Templates]

Profiling customers is essential if you want to effectively serve your customers and meet their needs. And it's clear why: In order to properly market, sell to, and offer support to customers, you need to understand them and get to know them. You can effectively do that by building a customer profile and developing a system for creating and auditing those profiles. In this post, you'll learn what a customer profile is and how to start building your own. Let's begin with a simple customer profile definition.

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Crucial Stats on the State of Customer Service in 2022 [New Data]

It has never been more important — or more difficult — to build a great customer experience. The economic, health, and societal crises that have been unfolding since the beginning of 2020 have shown us just how vital it is for companies to have a deep understanding of their customers' needs and the right systems in place to support them during times of uncertainty. Over the past two years, we've been in awe of the customer service teams that have changed policies and pivoted operating models in a matter of weeks, all while managing an increased volume of support queries. It's a powerful reminder of just how essential it is for businesses to have a passionate, empathetic support staff that's always ready to solve for the customer. Now, as we enter a more hybrid workforce and a state of new normal. service teams are again seeing all new challenges and opportunities. So, we decided to survey hundreds of service professionals to learn all about the new and ongoing trends shaping their industry.

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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 customer segmentation?

"Customer segmentation is the process of separating your customers into groups based on the certain traits (e.g. personality, interests, habits) and factors (e.g. demographics, industry, income) they share."

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