For you, those words might refer to the name of your team or department. But to customers, the worst “customer service” might remind them of hours wasted waiting on hold, repeating information to representatives, and not getting their problems resolved.
And that’s because many customer service teams aren’t actually working to serve their customers. Instead, customer service organizations treat cases like numbers and not as people. Customers are forced to use long forms and complicated phone trees to get the help they need instead of using the communication channels they prefer.
And worst of all, customers aren’t empowered to succeed. Instead, they receive one-off answers to questions and not the tools to develop a growth strategy.
Helping your customers succeed helps your company, too. In fact, in a recent HubSpot Research survey, they found that companies that prioritized customer success were also growing in revenue. ”Successful companies” means “happy customers” because happy customers grow your business faster than sales and marketing by telling friends and family and, eventually, referring to new, loyal customers. And customer happiness starts with customer service.
It’s for free!