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Service Blog

May 23, 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,

Alana Chinn

HubSpot Service Blog

28 Questionnaire Examples, Questions, & Templates to Survey Your Clients

The adage "the customer is always right" has received some pushback in recent years, but when it comes to conducting surveys, the phrase is worth a deeper look. In the past, representatives were tasked with solving client problems as they happened. Now, they have to be proactive by solving problems before they come up. Salesforce found that 63% of customers expect companies to anticipate their needs before they ask for help. But how can a customer service team recognize these customer needs in advance and effectively solve them on a day-to-day basis? A customer questionnaire is a tried-and-true method for collecting survey data to inform your customer service strategy. By hearing directly from the customer, you'll capture first-hand data about how well your service team meets their needs. In this article, you'll get free questionnaire templates and best practices on how to administer them for the most honest responses.

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What Is Live Chat? (& Why Your Customers Need It)

Live chat has become more popular because today's buyers want real-time engagement, and this type of chat helps that happen. However, simply adopting live chat and then calling it a day is not enough — you need to make sure your reps and your tools are aligned and integrated. In this post, learn everything you need to know about live chat, how it works, and how to successfully implement it to meet customer needs.

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How to Become a Product Manager, Straight From a HubSpot PM

Are you considering a career in product management? You might wonder how to become a product manager. What do you study? What kind of experience do you need? What's the first step? There is no shame in wondering. It was a mystery to me, too, before I became a product manager at HubSpot. Product management is unlike any other career out there. Marketing, sales, or service roles, like a customer success manager, have clear-cut responsibilities, but the role of a product manager is not as apparent. They work at the intersection of customer service, product development, user experience, engineering, and design. They can take on marketing and sales-like responsibilities without being marketers or salespeople. It's challenging to understand the entire scope of a product manager. In this post, I will cover everything you need to know about becoming a product manager, even if you have no experience in product management. That was the case for me when HubSpot hired me as a PM. Let's get started.

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What Is Customer Satisfaction? 5 Reasons It's Important in Service

If you want to retain more customers and increase customer lifetime value, it's essential to keep customer satisfaction high. Otherwise, customers won't hesitate to switch to a competitor that offers better prices, better product options, and better customer service interactions. Customer satisfaction is a critical concept to understand and live by, especially if you're a customer success professional, a salesperson, or a marketer. It may sound simple, but it's about more than a money-back guarantee — it's about the entire customer experience. This post will define customer satisfaction, explain why it's important, and outline the benefits that understanding customer satisfaction can bring to your business.

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Top Tips for Working in a Call Center (According to Customer Service Reps)

Among the many tips for working in a call center, the first is to decide if a customer service career is right for you. If you're looking for a profession with relatively low barriers to entry, work-life balance, and plenty of opportunity to grow, a customer service role in a call center might be worth an application. It's easy to think that call centers have been pushed aside by customers in favor of their omni-channel counterparts, but that's not exactly the case. In fact, more than 65% of customers across all age groups typically use the phone to resolve their issues with a company. That's why many companies still have a customer-facing team providing exceptional service this way. Below, we've highlighted a call center agent's daily functions and responsibilities, along with what you should consider if you think a role in phone-based customer service might be a good fit for you.

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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 digital customer experience?

"Digital customer experience, or digital CX, refers to the total online interactions a customer has with your brand. Most interactions take place on your website or app. But channels like social media, email, and live chat also play a role in how customers connect with your brand online."

Ask a Question