HubSpot Annual State of Service in 2022 Report
Solving for the customer.
Delighted customers become promoters of your brand. Delivering exceptional customer service is a key driver for growth.
HubSpot surveyed over 1,400 respondents, representing companies ranging in size from 1 to 10 employees up to 10,000 employees. Discover key insight into how companies will respond to the rise in customer expectations.
Where will you take your customer service strategy in 2022?
What is included in the report
- The top challenges facing customer service teams
- Tools and strategies your team can use to face these rising challenges
- How to turn customer service from an expense to a growth propeller
- What to expect beyond 2022
How will you build your customer service strategy
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?
- Helpdesk & Ticketing Software
- Service Level Agreements (SLAs)
- Live Website Chat
- Shared Inbox
- A CRM
What is customer success
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.
Unleash the power of RevOps
Maximize revenue and sales today.
Begin experiencing faster growth by managing revenue generation cross-functionally. Download the complete guide to RevOps to learn how you can align your teams and scale revenue.
