This newsletter was hand-curated while listening to Helpless by Ashanti Ft. Ja Rule.

Service Blog

May 30, 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

What's Average Handle Time, & How Do You Cut It in Half (Or More)?

Think about the next customer service call that your rep will take. Do you want the call to be fast or good? The correct answer is both — because your customers expect both. That's where average handle time comes into play with your customer service team. Average handle time is a popular data point that determines how long it takes to deal with support or service requests in your business. In this post, we'll break down what average handle time is, how to calculate it, and how you can cut it in half at your company.

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Key Driver Analysis, Explained (& How to Use it To Improve CX)

As a customer, what motivates your loyalty to a brand? If you conduct a key driver analysis on yourself, the results may indicate that areas like pricing and reputation are important when you decide who to do business with. Switching back to our 'business owner' hat — a key driver analysis can help you understand customer satisfaction, consumer behaviors and attitudes, and your overall brand performance compared to competitors. You'll gain insights into what motivates your customers and drives their purchase decisions. Let's review what a key driver analysis looks like and how you can use one to improve the customer experience.

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Digital Onboarding: The Ins, The Outs, and Everything In Between

Digital is in. And digital onboarding is just one of many processes that companies are adopting to keep up with the new online business environment. Why? Well, according to a recent Flexera report, 69% of companies cited improving customer experience as a very important factor in driving their digital transformation efforts. Consumers desire the ability to interact with businesses digitally — whether it's shopping online or completing the onboarding process with a new company from home. And in today's world, it's up to companies like yours to meet this customer need. Read ahead to learn how you can provide a seamless digital onboarding experience for your customers.

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How a POS System Can Drive Your Customer Loyalty Program

In business, loyalty pays off. In fact, research shows that repeat customers spend 67% more on average than new customers, which means the majority of your profits are coming from people who are loyal to your organization. Customer loyalty is a customer's willingness to buy from or work with a company again and again. It's a motivating factor that compels people to commit to a brand, and it comes from offering customers something extra aside from the product/service they purchased. This provides added value which leaves people feeling happy and satisfied with their customer experience. When you implement structure to this added value, you create a customer loyalty program. This service helps your company retain customers and keeps them routinely engaged with your content. Even better, when it's integrated into your point of sale (POS) software, these programs become extremely easy to implement and they generate long-term returns for your business. In this post, we'll explain some of the ways you can use a POS system to support your customer loyalty program.

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How to Respond to Positive and Negative Yelp Reviews [With Examples]

Positive and negative Yelp reviews can make or break any business. Yelp reviews tend to attract two types of customers — very happy ones and very angry ones. In my role as a digital marketing consultant for the hospitality and tourism industries, I've helped clients of all sizes — from mom-and-pop restaurants to one of Chicago's most popular tourist destinations — deal with all kinds of reviews on Yelp. I'll share my best tips for responding to positive and negative Yelp reviews in this blog post.

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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!

Why is CSAT important?

"CSAT has been hugely important for the HubSpot team to expose the unseen/unknown of chat — the good and the bad. It's helped us identify top performers, coaching opportunities, fix mistakes to chat branching, and identify larger strategy improvements."

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