Some modern consumers prefer helping themselvesrather than going through a customer support rep or process.According to a Zendesk survey of 7,000 respondents, around 53% of people considered it was more important to be able to resolve their service-related problems by themselves. One way to offer...
Terms like "help desk software," "ticketing system," and "service desk software," are also commonly used to refer to tools in the customer service software category. However, "help desk" more often refers to tools that help teams supportexternalcustomers, while "service desk" generally refers ...
For starters, every service rep is different, which means they approach each customer interaction differently. Some conversations may go over well, while others leavecustomers feeling unhappyor unheard. And as hard as you try, difficult customers are inevitable — they (understandably) may be frustra...
Pro tip:Talk to your customer success and support teams to learn about your healthiest and unhealthiest customers. As a former support rep at HubSpot, I can attest that service teams have a valuable pulse on customer health since they work directly ...
Your NPS survey form should only ask one question, “On a scale of 1 to 10, how likely are you to recommend this product or service?” Then, add an open-ended section below it and ask participants to explain their scores. At the end, your form sho...
1. Connect customer service to the broader organisation Eighty-five percent of customers expectconsistent interactions across departments. It doesn’t matter whether the customer is onself-service channels or chatting with a sales rep. Customers want continuity — not redirects to a different team or...
Occasionally, one rep might not have the information they need to figure out what went wrong or how to fix it. In that case, you might need to pass a customer onto an agent who has the resources to help. Hi {{Customer first name}},Thank you for reaching out and letting us know ...
HubSpot's customer service software makes supporting customers easy. Help your customers on the channels they prefer while driving efficiency for your team.
Try these 6 powerful tips for providing top-tier customer service in 2024. Explore customer service best practices.
A good customer service rep should be able to accurately complete repetitive tasks. The interviewer wants to ensure you can manage the dull processes in the role. Highlight your organizational skills, efficiency, and ability to maintain high-quality work no matter what. ...