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Service Blog

February 21, 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,

Flori Needle

HubSpot Service Blog

How Consumer Psychology Impacts Customer Service

When it comes to marketing your product or your service, it pays to know your customer. Who are they? What problems keep them awake at night? How much do they make? And where do they spend most of their time online? These factors will help you better understand how to reach them and how to speak to them for maximum effectiveness. Sounds good… but is it enough? What if you had the ability to understand your customers better than they understand themselves? What if you were able to remove the subconscious blocks preventing your customers from buying your product - a product you know would help them live a better life? It could make you the Hitch of the business world, helping people get out of their own way to solve their problems. If you're intrigued, it's time to learn about the world of Consumer Psychology and how it can help you better serve your customers.

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User Onboarding: 11 Best Practices & 5 Softwares to Streamline the Process

"You will never get a second chance to make a first impression." This quote from Will Rogers is relevant for most things in life, but it is especially significant when introducing new products to a market — and to customers. User onboarding is one of the most crucial — and frustrating — elements of any product launch. It is the first impression, and it needs to be planned and analyzed for future adoption and growth. In this article, we'll walk you through some of the best practices, tips, and platforms to include in your user onboarding process.

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How to Create a Survey in Excel, Word, Google, Facebook, & SurveyMonkey

Over the years, I've received my fair share of bad surveys. These tend to be easier to identify than good ones — in fact, you've probably taken some bad surveys yourself. The questions are often poorly-worded and tend to drag on forever. As a result, you might find yourself unable to complete them due to boredom, frustration, or the time investment required. Good surveys, on the other hand, are seldom forgettable. The best experience you can aim for as the creator of a survey is for the respondent to a) finish and submit the survey, and b) think, "Well, that was tolerable." Are you ready to learn how to create good surveys that your customers will actually fill out to provide you with valuable feedback? Below are a few tips that will help you develop interesting and valid surveys along with specific tools you can use to create them.

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What is Abandonment Rate? [& 7 Ways You Can Improve It]

Many customers have called a customer support contact center and hung up before they manage to reach an agent. The reasons for this can vary; maybe the customer solved the problem through self-service content, or perhaps they became frustrated with the long wait time and decided to hang up. The frequency of these situations is measured using a metric called abandonment rate. In this post, we will look at how to lower the number of times this happens in your queue.

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How to Measure Crisis Performance

You could spend every moment of every day anticipating all the things that could go wrong in your business, and you still wouldn't think of all the possibilities… and you'd probably lose your mind. From natural disasters like hurricanes and tornadoes that halt production or delivery to cybersecurity breaches that leave your trade secrets or your customer's private information vulnerable, business is wrought with unforeseen challenges. When these challenges arise, businesses may be unable to operate effectively, may have a PR disaster on their hands, or may have been shaken to their very core by a rogue employee. The ensuing financial disaster may be felt for years to come. In this piece, we'll discuss business crisis performance so that when the inevitable occurs, your organization is better prepared to weather the coming storm.

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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 do high touch and low touch mean in customer service?

"High touch customer service is when high-value recurring revenue customers with complicated packages and integrations get personalized and customized support with a customer success manager. On the other hand, low touch customer service is when your company uses automation to digitally engage with customers."

Ask a Question