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
40 Customer Service Stats to Know in 2022
With an increasing emphasis on customer experience, advertisements are becoming more consumer-oriented, focusing on the positive experiences that will result from a customer's use of the product. While customers still care about the price and quality of products, a new factor in choosing between competing brands is customer service. Customers would rather invest in a brand that focuses on their needs and constantly provides value beyond the initial purchase. There are many ways to make your brand more customer-focused. Consider the following customer service statistics to help you brainstorm new strategies for strengthening your service team.
Everything You Need to Know About Business Process Outsourcing (BPO)
Business Process Outsourcing (BPO) is a fantastic way to cost-effectively scale a business. The ability to offload many recruitments and onboarding tasks is a significant timesaver that can free up focus time for your leadership team. With an outsourced model, the applicant pool is increased, and you don't have to struggle with tax or employment laws as you expand to new regions. Your company still needs to consider security and customer apprehension around third parties accessing sensitive data and risks of attrition and loss of control over the team. Balancing these concerns will be the determining factor to success or failure with an outsourcing partner.
An Easy Guide to Writing Effective Knowledge Base Articles [+ Templates]
Raise your hand if you like waiting on hold for customer service? When faced with calling customer service versus finding the answer ourselves, we'd much rather solve problems on our own. Having a website with a knowledge base empowers customers to resolve their issue without needing to contact customer service. This isn't exactly the best news for someone in customer service, but it doesn't mean your job is becoming obsolete. Rather, it's evolving to fit the changing needs of customers. Creating an effective knowledge base is a big undertaking. We've put together a handy knowledge base template to take the guess work out of helping customers find the resources they need.
The Benefits of Customer Feedback, According to Experts
Customers are, more often than not, willing to talk about your business. When they do talk, the information they share is called customer feedback, and it can help you improve all aspects of your business. In this post, learn exactly what customer feedback is, why it's important, and discover insight from HubSpot experts about the specific benefits it brings.
The New Client Onboarding Questionnaire You'll Want to Send to Customers
So, you've acquired a new client. Congratulations! It's always a wonderful feeling to know your sales and marketing pitch was a success. However, customer acquisition isn't where the work ends. Rather, it's just getting started. It's much easier for customers to churn at the beginning of the relationship when they feel no loyalty or investment in your business. This is where an onboarding process enters the picture. With onboarding, you can ensure customers master your product or service before they get frustrated and fed up. And, you can use this opportunity to strengthen your relationship with them so they stay loyal to your company over time, creating opportunities for you to upsell and cross-sell. Let's discuss a step-by-step onboarding process you can implement at your business. Then, we'll provide a questionnaire template that can help you identify customer needs.
Every week, we ask HubSpot's support team to answer questions about customer service. Have something you want to ask? Submit it below!
How do call centers work?
"A call center works as a communication channel that customers use to report requests or complaints to a business. Customer support and service representatives who work in call centers answer phone calls from customers who need help addressing a specific issue. Reps will then work to solve the customer's problem either during the first interaction or in a follow-up email or call."
