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
Customer Service & Support Training: 45 Free Resources
When we think about customer support and service teams, we think of representatives as the point of contact for that brand – someone who's always there to communicate with you and help you with your challenges. Because of the importance of addressing and resolving customer issues, it's clear why customer support and services teams play a crucial role in any organization. Customer support representatives have a strong relationship with the customers. They have front row seats to customers' ongoing needs, goals, and successes. They're perfectly positioned to cross-sell, upsell, and resell to maximize customer lifetime value. To build and maintain a customer support and service team, you need to properly train them. You may need a starting point to build a training program for your team. In that case, you can refer to this post as an extensive starting resource for some of the most valuable free customer service training materials available.
If you've been in a sales, marketing, or customer service role for a while, the thought of career progression has probably crossed your mind. With each of these functions of a business being customer-focused, the role of Chief Customer Officer may be a logical step in your career. If you're unfamiliar with this title, don't worry; you're not alone. The role of the Chief Customer Officer (CCO) is relatively new, but growing in popularity. According to the 2020 Gartner study, about 90% of organizations have a Chief Customer Officer. This position has the potential to revolutionize the business industry and the way companies interact with customers. With clear goals in mind and a set plan for how you would work with the rest of the C-suite, you could achieve great successes as a Chief Customer Officer. Before we dive in, let's define what exactly a CCO is.
Fake Google reviews can be hard to spot if you're a customer, but if you're a small business, it's easy to tell when they appear. You'd never met the person before, and their profile only has one review. That review is for your business. When these fake reviews appear on your Google My Business listing, how do you remove them? Is there even a way to report them beyond just flagging them? The good news is yes. The bad news is… none. Google will promptly remove reviews that violate its policies, including fake ones. In this post, we'll discuss how to spot fake Google Reviews, then we'll list the steps to report them to Google and remove them from your listing.
How Consumers Use Live Chat for Customer Service [New Data]
If you're anything like me, you've had many customer service experiences over live chat — the good, the bad, and the ugly. And you've probably developed a preference or two for how you'd like those interactions to go in the future. I know I have. But how do my preferences compare to other people's preferences? To answer this question, I decided to dig deeper into live chat consumer behavior to see if other consumers are, in fact, anything like me. We'll dig into the results of my deep dive in a bit. To start, let's take a step back and define what live chat consumer behavior really means.
25 Customer Service Email Templates to Support, Renew, & Refund Customers
There's truly nothing more disappointing than an automated, robotic, lifeless email from a company. After cultivating a relationship with your customers, the last thing you want is for them to be offended by an impersonal email. Though it'd be ideal to hand-craft every email you send, it can also be time-consuming and inefficient. So, how do you write engaging customer service emails? Don't fret. We've got you covered. Below, we'll go over a list of best practices for writing customer service emails, a guide for responding to angry messages, and a collection of the best customer service email templates for various scenarios.
Every week, we ask HubSpot's support team to answer questions about customer service. Have something you want to ask? Submit it below!
What does omni-channel support have to do with customer satisfaction?
"Omni-channel customer support is when your business offers support across multiple different channels, platforms, and devices. This increases customer satisfaction because you offer the option to initiate conversation with your business on multiple different channels, allowing them to pick their preferred form of outreach."
