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Service Blog

September 13, 2021

Hi there,

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

How Scorpion Maintains 90%+ Retention Rates

Sometimes marketing and customer service can be extremely frustrating. You spend all of that time and money to get a new customer, delight them, and then you aren't able to keep them long term. It can set your company back if you don't have the right tools and culture to provide a good customer experience to increase loyalty and retention rates. Your customers demand quality at every stage of the journey and recent data even shows that customers will spend 17% more for a good experience. With all of the focus, businesses are putting on experience, what is the most important part of customer service and creating a good experience? Scorpion has a few ideas. If you talk to any Scorpion customer they will gladly tell you all about their love for the company and its employees. Boasting a 90%+ retention rate and 95% of its reviews being 4 or 5 stars, Scorpion has long been a standard for how companies can take care of their customers. However, there isn't just one magic bullet to how Scorpion is a leader in retention. It's a culture that has been built and developed over 20+ years, but there are a few tips and tricks to help you start to build that for your business.

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How to Handle Customer Complaints Over the Phone, Live Chat, & Social Media

Have you ever received an angry customer complaint and not known how to respond? Whether it's not your fault or you can't understand their frustration, sometimes customers can leave your customer service teams speechless when they report a negative customer experience. It's these cases where your support team becomes reluctant to respond to the complaint. However, ignoring the customer won't make the problem go away. In fact, it can actually snowball into more severe issues for your company. According to research by Gartner, evading a customer complaint on social media can result in a 15% increase in churn rate. In this post, let's review how customer complaints can impact your business and how to handle them.

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The Top Customer Service Expectations and How to Exceed Them [New Data]

Technology has made your customers more empowered than ever. They have more ways to research options, take advantage of free trials, and share their experiences with your brand. Technology also means your customers' expectations are higher than ever. And because of this, a lot of customers' expectations aren't being met. To make the idea of excellent customer service seem less nebulous and more attainable, it's helpful to go back to the basics and identify what customers actually want. Learning basic customer service expectations can help you identify where your service strategy might be lacking and how you can improve it.

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What Is Social Listening & Why Is It Important? [+Expert Tips on How to Implement a Strategy]

It's essential to build a solid reputation and following on social media for your brand to become a household name and attain a high brand awareness. However, things aren't always so black and white. The last thing you want is to develop a reputation for all the wrong reasons -- bad service, scandals, and other issues can cause negative social media mentions. Due to what can suddenly become a rocky road, it's vital to continuously track your brand's social media channels and look out for any red flags. That's where social listening comes in.

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What Customer Service Leaders Are Prioritizing in 2021

Did you know that in the last year, customers have demanded responses from customer service teams in minutes, not days? While they expect self-service options, customers want support teams to be readily available when they have complex issues. In the coming year, it's becoming increasingly important to build and deliver an excellent customer experience. In fact, customer service professionals have told me that their service teams are getting revamped, and they're looking to empower their teams as the gatekeepers of the customer experience. That's why 39% of customer service professionals say that creating a good customer experience is a top priority for their team. In this post, let's dive into what customer service leaders are prioritizing for the rest of the year.

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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 is the difference between omni-channel and multi-channel?

"In a multi-channel environment, the user has access to a variety of communication options that aren't necessarily synchronized or connected. However, during an omni-channel experience, there aren't only multiple channels, but the channels are connected so you can move between them seamlessly."

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