Why should you be investing in Customer Service?

These days, the importance put on businesses to provide good customer service is ever rising.

Consumers expect enough checkout lanes to be open at the grocery store, they expect to be able to reach someone immediately when the internet crashes, and are tired of listening to automated helplines that never get you anywhere

On top of that, many times if a consumer is choosing between two brands, the decision could come down to word of mouth and/or customer reviews. Now more than ever, businesses need to be nurturing their customers throughout the customer's lifecycle, in order to nurture their brand image!

A successful business needs to have customer service at its heart; providing before, during, and after purchases. Being available, easily accessible, and capable of solving problems is key. Successful customer service can build your brand image through positive word of mouth, create trust in your brand, reduce and prevent conflict, and create a relationship with customers - resulting in loyal/repeat customers.

So, would you believe me if I said there was a software that can do just that - and an agency that knows all the in’s and out’s? Our partner, HubSpot, has just launched its new Customer Service hub that allows you to respond faster and better, improve your team’s productivity, help customers help themselves, and turn customers into promoters.

“Customer service software that makes it easy to manage and connect with customers, and truly help them succeed. You’ll make customers happier, keep them longer, and grow your business faster.”


Key Customer Service Features

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Live Chat

Adding live chat to your website allows your team to solve customers’ problems while they’re happening. Integrated with the CRM hub, you’ll have access to each customers history - making sure you can see the whole picture for each individual situation and giving the best possible support. All queries, (even emails!), are assigned a ticket and added to the Conversations Dashboard where you can organise and prioritise. No more forgotten customers!

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Automation tools that boost productivity

Team-wide email aliases, customisable email templates, canned responses, and conversation bots all aid in boosting your team’s productivity. Allowing your team to work efficiently by spending less time on commonly asked questions, automatically directing customers to relevant helpful documents, and routing queries to the right team members.

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Knowledge Base

Reduce the number of queries, save time on your team looking for answers to questions, and allow customers to get answers more quickly by compiling a knowledge base from previous questions. Each commonly asked question can be turned into help articles for other customers. Now customers can find answers via Google, and your team has a place to refer back too!

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Feedback Tools

Surveys, data analysis, and reporting tools can give you feedback on customer experiences that you can turn around and improve and apply to all aspects of your business; product development, sales, and marketing tactics. Don’t forget, happy customers can turn into promoters of your business!

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The HubSpot Growth Stack

Integrating with the CRM, Marketing, and Sales Hubs available with HubSpot, the Customer Service hub completes the HubSpot Growth Stack. Although this is a great tool to stand by itself, your business can grow even faster when partnered with the other three.

So why do you need ExtraDigital?

As a HubSpot partner, we have the experience and expert knowledge of the platform to develop a strong marketing strategy that will utilise the HubSpot Growth Stack for the advantage for your company. No matter if you sell B2B or B2C, our team will help you reach your goals, drive business growth, and increase your market share.

If you want to learn more about our relationship with HubSpot, read all about it on our HubSpot page - or get in touch with our team today!

Wednesday 11th July 2018

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