This newsletter was hand-curated while listening to Shake It Off by Mariah Carey.

Service Blog

September 19, 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

The 19 Best Call Center Software (& Features You Need) in 2022

Even in today's digital world, customers often prefer phone support when reaching out to customer service. In fact, this feature is an irreplaceable tool in some of the best call center softwares. The immediacy and familiarity of talking on the phone with a real human builds trust between a customer and customer service agent. While phone support is often a great way to help customers, it's also the most time-consuming, least cost-effective, and hardest-to-measure support channel. To offer customers great phone support, you'll need an effective call center software that allows your service team to do their best work.

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Generative Research: Everything You Need to Know

To understand your customer, you'll need more than answers on a feedback survey. Generative research can help you understand your customers' lifestyles. With this knowledge, you can uncover and solve previously unknown problems. Through generative research, you'll find out who your customers are — not only as users but also as people. This guide provides an overview of generative research, including the benefits and how to conduct your study.

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Creating & Managing a Knowledge Base: The Ultimate Guide

More than 69% of consumers prefer to solve issues on their own, and 63% almost always start with a search through a company's online resources before ever turning to a support rep. When customers would rather search their questions and get an immediate solution than pick up the phone, you need to speak to their desire, and the best way to do so is through a knowledge base. This guide will serve as a comprehensive resource for creating and managing a knowledge base.

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10 Crisis Communication Plan Examples (and How to Write Your Own)

Crises come when they're least expected, which is why a crisis communication plan is a necessity for every company. Although life would be so much easier if emergencies arrived with fair warning, you will be better off having a plan that can help you avoid catastrophe.

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14 Customer Loyalty Trends to Follow in 2022

Loyal customers, while they're a small group, make a big impact on your business. Loyal shoppers spend more money on your products and are more likely to return for future purchases. While most companies understand this value of customer loyalty many have trouble finding and retaining loyal customers. Customer loyalty is an evolving field that has new trends arising each year which impacts customers' needs. If businesses expect to meet these needs, then it's important for them to monitor industry trends and statistics for changes that may influence customer loyalty.

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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 acquisition and retention?

"Customer acquisition is the process of getting new customers into your business. Customer retention is everything you do to keep existing customers in your business. The difference between the two essentially comes down to prioritization of a new customer vs. existing customer."

Ask a Question