It's time to forget that traditional customer service job description. HubSpot's research has discovered that leads need to shift towards improving the overall customer experience.
Customers want faster service. And, to keep up with these rising expectations, service agents need the right tools and strategy in place to deliver at the right time, with the right content, in the right place. Which tools are critical for you to build your CS strategy?
Do you know what upcoming trends are facing customer service leaders in 2022? How will you shift your focus and investment to improving the overall customer experience and driving additional monetary value?
Find the answers to questions like these and more in the HubSpot Annual State of Service in 2022 Report.
Essentially, customer success is about making sure customers achieve their desired results while using your product or service. But more than that, it’s about making this success as easy as possible by providing better service, ensuring your customers get the most out of your product and service, and overcome any problems quickly.
If your customers achieve some success using your services but have a bad experience while doing so, or feel like they were constantly left to fend for themselves or overcome problems, chances are they’ll ditch your product for another one that does roughly the same thing.
Especially if they think they’ll get better service.
Don’t believe us. How about the fact that a Microsoft study found that 61% of consumers have stopped using a product or service based entirely on a poor customer experience?
Or that 58% of consumers say customer service is a very important factor when determining loyalty to a particular brand?
These are issues customers are raising.
Any customer success strategy should be developed with this one thing in mind. You might have the best product out there, but if your service is poor, customers won’t just stick with you.