Your customers just want an accurate, relevant, and complete answer to their question upon first contact so they can get back to what they were doing before the issue arose. Our data backs this up: 53% of US online adults are likely to abandon their online purchase if they can’t find a quick answer to […]| Forrester
Read about what a knowledge base is, why they're necessary, and some examples of successful knowledge bases.| blog.hubspot.com
Why are consumers increasingly dissatisfied with the quality of help they get from customer service departments? The authors’ surveys and interviews with contact center personnel worldwide suggest that companies don’t hire the right people as frontline reps, nor do they equip them to handle the increasingly complex challenges that come with the job. Every rep can be classified as one of seven types, say the authors. Supportive “Empathizers” constitute the largest group, and managers p...| Harvard Business Review
Discover the importance of customer delight, the role it plays in your business's bottom line, and how your business can achieve it among customers.| blog.hubspot.com
Crafting an excellent customer experience is crucial. Learn the ins and outs with tips, tricks, and data to point you in the right direction.| blog.hubspot.com
Today, buyer patience is at an all-time low. Speed is more important than ever. Many marketers and salespeople are turning to live chat -- which has long been used by customer service teams -- as the new hot tool that will get acquisition cranking again. But thinking about live chat as merely a fix for speed misses the bigger opportunity.| blog.hubspot.com
Solving for customer needs and exceeding expectations along the way drives business growth. Here's how to identify, analyze, and meet customer needs.| blog.hubspot.com