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Vol. 01 / Issue 2024

Techlification

Booklet Customer Service

Your comprehensive guide to digital transformation across all business functions

Introduction

Customer Service


Customer Service is the direct, personal interaction between a consumer and a representative from companies or brands who are selling their products or services.

It forms a very vital component of business, that can be before, during, or after purchase as it allows businesses to connect with their customers on an individual level. This one-on-one communication helps build trust among both parties in order to establish long term relationships that will result in business growth and success.

Opportunities

Digital Customer Service is the process of moving your customer service operations to a digital platform. This means businesses can now support and interact with customers through a wide range of easily accessible digital messaging channels like Social Media, Email, SMS, WhatsApp, Video Chat, and more.

Businesses can choose to use a single or a combination of these digital touchpoints to improve and enrich the customer experience, thus elevating the quality and efficiency of the customer digital experience.

Here are some statistics on Customer Service and Experience

Customers say customer service is a top priority in their choice of loyalty to a brand

50%

Customers prefer self-service over speaking to a company representative

50%

Buyers are willing to pay more for a better customer experience

50%

9 out of 10 businesses are competing mainly on customer experience and service as opposed to price.

50%

With digitizing the customer service operations, there is also the option of completely automating the entire process. Automating your customer service means that you can provide customers with on-demand, round the clock resolutions in multiple languages which can be done through text or voice communication. So your customers will never have to wait or be put on hold to get a resolution to their queries.

benefits of digitizing your customer service

  • Ability to address customer
pain points in real-time.
  • Increase customer satisfaction
by reducing customer effort.
  • Quick resolutions to problems
with self-service options.
  • Reduce cost by streamlining
call center or manual chat operations.
  • Provide omnichannel support with both
on-screen and off-screen guidance.
  • Empower executives with pre-set service
solutions, automation tools, and data collection.

Hubspot CRM

HubSpot CRM is a centralized and easy-to-use interface to power your business known for its powerful features that enable customers to relate stronger with their customers, boost conversations, and improve revenues based on multiple interaction channels. HubSpot CRM is a critical part of the HubSpot ecosystem that seamlessly integrates sales, marketing and service capabilities.

Hubspot Deals

Hubspot Deals is a digital platform that helps you manage ongoing transactions that a sales team is pursuing with contacts or companies. These deals are tracked through pipeline stages until won, lost, cancelled by either party without resolvent of terms beforehand – all the way up to being shipped out for processing.  The Deals platform from Hubspot allows you to manage these relevant data and sync it between HubSpot CRM along with other systems so all the key members in the process have access.