Catch up on your prescribed dosage of customer service with this week's latest and greatest content on the Service Blog.
Enjoy,
Flori Needle
HubSpot Service Blog
13 Body Language Tips That Can Make or Break Your Customer Service
My favorite romantic comedy by far is Hitch. The writing is flawless, Will Smith and Eva Mendes knock it out of the park, and I particularly love this opening scene. In this monologue, Will Smith says that 60% of communication is body language and 30% is your tone of voice, which means "90% of what you're saying ain't coming out of your mouth." These stats are based on a communication theory developed in the 1960s by UCLA professor, Albert Mehrabian. He found that participants were better at interpreting messages when they were accompanied by physical cues and verbal tones, as opposed to neutral or passive body language. These stats are based on a communication theory developed in the 1960s by UCLA professor, Albert Mehrabian. He found that participants were better at interpreting messages when they were accompanied by physical cues and verbal tones, as opposed to neutral or passive body language. In customer service, this model is still very relevant today. In fact, if your company has brick-and-mortar stores, body language and verbal communication are two of the most important elements of customer service that you'll need to successfully support consumers. In this post, we'll talk more about body language in customer service, including what role it plays, why it's important, and some best practices you can use to improve it with your team.
What Is a Knowledge Base, and Why Do You Need One? [Definition]
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. Read on to learn more about knowledge bases, why they're important, and discover high-quality examples that you can use for inspiration.
Digital Customer Experience: The Ultimate Guide for 2022
When it comes to creating the ultimate digital customer experience, no business is complete without a solid online presence. In fact, 65% of consumers said their experience on a website or app is "very important" in their decision to recommend a brand. But, in today's world, it's not enough to simply launch a site and call it a day. You need to create a digital customer experience that's engaging, user-friendly, and delightful for your audience. Not sure where to start? Consider this your guide to all things digital customer experience. Read ahead to learn more about what it is, why it matters, and how you can apply it to your business. Plus, check out some of the digital customer experience trends your team should be considering in 2022.
How to Create a Social Media Crisis Management Plan [Free Template]
As community managers and customer service professionals take to social media for their business strategies, they also have to deal with social media crisis management. These problems could include major product issues, a marketing faux pas, or a global pandemic — all problems that deserve reasonable and empathetic responses. When these complex situations occur, how do you categorize them? How do you determine the point of escalation with each scenario? When should you get help from a manager or another team member — and who should you even reach out to? If you're working on a customer service team, you need to know the right answers to these questions, so you can communicate with customers during a time of crisis. I'm sure we've all seen an unfunny or weird tweet from a business before, but not all social media fails constitute a crisis.
Service Reps on the Most Powerful De-Escalation Techniques [Expert Tips + Consumer Data]
No matter what your business, your customers are your greatest asset. Which is why keeping them happy is critical. It's natural for your customers to become frustrated or upset from time-to-time when dealing with an issue related to your business — but how your customer service team handles and de-escalates the situation is vital for customer retention and loyalty. With the long-term satisfaction of your customers' at stake, it's essential that your team learn effective de-escalation techniques. In this post, we'll dive into five de-escalation techniques, and why they work.
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 user onboarding?
"User onboarding helps new users become accustomed to a product or service. Onboarding teams assist customers with creating and managing accounts, teaching them how to use relevant features, and explaining additional upgrades and actions that will help them achieve their goals."
Unlike regular websites, microsites tend to be simplistic and easier to navigate. This isn't to say they won't make you want to poke around for a while, though. In fact, the best ones do just that. In this post, we'll show you some great examples of microsites in action.
You can use Twitter bots to tweet, delete tweets, quote tweets, post polls, configure reply settings, and more. Learn how to make one to accelerate your Twitter marketing efforts.
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