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Service Blog

April 11, 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

7 Customer Service Trends That HubSpot Reps Will Be Watching in 2022

In a world that's being changed rapidly by technology, it only makes sense that the same is happening with customer experiences. As we progress forward with new, innovative developments from telephones to computers to internet to social media the customer service industry has adapted, too. An industry that was once handled solely in person or via snail mail is now dominated by AI systems, virtual representatives, and human interactions conducted through social media, live chat, and the occasional phone call. Today's customer experience is giving customers more power. They get to control how, when, and where they interact with service representatives. To keep up with these constantly shifting trends, we put together a list of the most important ones that HubSpot service reps are looking out for this year.

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How to Deal With Losing a Customer

As a customer service rep, you'll likely have to deal with losing a customer. You may feel pressure to talk them out of it, and your company might even have a script you have to follow with these customers. Before even needing to have a conversation, though, how do you know who these customers are? Below, we'll discuss the signs that will help you identify a customer with potential churn, and how you can respond when it happens.

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Customer Onboarding Specialist: What to Know & How to Hire a Great One

A customer onboarding specialist is like the instruction manual for your brand new piece of IKEA furniture. I know, just hear me out. Let's say you've been walking through the winding aisles of IKEA for hours. You finally set your sights on the perfect couch. The couch is sturdy and comfortable. Plus, it's the ideal color: orange. Well, for HubSpot, anyway. In true IKEA fashion, your couch leaves with you the same day. You get home, eager to set it up, and … there's no instruction booklet. Plus, one of the legs is missing. You may start to feel frustrated and confused. Or, you may decide to abandon the project altogether. Many customers have similar feelings after buying a product. Especially, when they don't have the tools or guidance to complete their first task. Enter: the customer onboarding specialist.

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Social Media Customer Service 101: The Beginner's Guide

You might think that social media customer service is optional, but it's not. Nowadays, it's more important than ever to provide support to your customers in the channels they already frequent and use. → Access Now: Social Media Customer Service Template [Free Tool] The easier it is for customers to reach your customer support team, the more likely it is for a bad experience to turn into an opportunity for creating customer delight. In this post, we'll review everything you need to know about building a social media customer service plan that will help you serve your customers and improve your brand image.

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11 Customer Service & Support Metrics You Must Track

Today, customer service is no longer an auxiliary business function; it actively impacts your businesses bottom line and sets your brand apart from competitors. In fact, almost 52% of customers would be willing to pay a higher price for products or services if they could also expect a higher level of customer service. Customer service and support touch almost every aspect of your company — your products or services, marketing, sales process, customers, and more. They also play a large role in your overall customer experience — because of this, it's critical to measure the success of your customer service and support efforts As you read through this guide, expect to learn the customer service and support metrics you can use to measure — and improve — your customer experience.

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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's the difference between customer delight and customer satisfaction?

"Customer delight is the process of surpassing customers' expectations to build a long-term, positive experience around your product or service and brand. Customer satisfaction happens when you simply meet customers' expectations."

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