客户服务101: The Ultimate Guide

客户服务。

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 toservetheir 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 assistance they need, instead of using the communication channels they prefer.

最糟糕的是，客户没有能力成功 - 相反，他们获得了对问题的一次性答案，而不是制定增长策略的工具。

The dire state of modern customer service is a real shame — because as it turns out, helping your customers succeed helps your company, too. And successful companies are happy customers — and happy customers grow your business faster than sales and marketing by telling friends and family and, eventually, referring new, loyal customers. And customer happiness starts with customer service.

因此，希望到现在为止，我们已经说服了您提供出色的客户服务的重要性。但是那会是什么样？不惧怕 - 我们在这里为客户服务的速成课程提供帮助以及更多资源bob体育苹果系统下载安装bob 体育 app 。

在大多数客户服务交互,一个客户reaches out to a company to make a request, ask a question, or note a complaint, and a customer service representative (or their team) works quickly to provide support, expertise, and assistance.

The quality of a company's customer service — good or bad — can play a huge role in a company's success.90% of Americansuse customer service as a factor in deciding whether or not to do business with a company at all.

On the flip side, unhappy customers with bad experiences can cost you valuable business.78％的客户由于客户体验差而退出了购买。

如果您认为客户服务（或客户支持）与客户的成功矛盾，请再考虑一下 - 通过提供优质的服务与客户建立关系是一个关键的构建块helping customers succeed。

最大的区别之一？尽管客户服务通常是反应性的，但客户成功是积极主动的 - 与客户服务代表相比，客户成功经理与客户进行战略和目标设定，以应对个人问题和故障排除。但稍后再详细介绍。

客户服务类型

公司可以通过几种不同的方式向客户提供客户服务 - 让我们深入研究：

1.电话

许多组织主要通过电话交互提供客户服务。客户致电热线，输入队列，客户服务代表接电话。Forrester发现基于电话的客户服务正在流行，并且该电话服务被视为另一个频道的升级，例如电子邮件或基于Web的服务。

Discover每天24小时在美国闻名，以实时电话，基于电话的客户服务：

Text Messages

Twilio surveyed consumers to learn about their messaging habits, and while90％的受访者said they wanted to use messaging with companies — via texting on their phones or messaging apps (more on those below) — but only 48% of businesses were equipped to reach customers via messaging. Customers want to connect with businesses for things like order confirmations, reminders, status updates, surveys, and coupons — and that's partly because people keep messaging app push notifications turned on — because they're already using the platforms every day.

GrubHub使用短信消息传递收集customer feedbackon recent orders and its mobile app.

2. Email

仍然需要通过电子邮件提供和交付许多客户服务 - 即使是通过计算机，仍然可以提供人类的触摸。实际上，Twilio发现电子邮件是所有年龄段的第二种最喜欢的客户服务通信方法 - 这可能反映了您在您自己的时间提交请求的节省时间功能，而无需等待。很快，我们将为您提供客户服务电子邮件模板，以发送到案例以解决各种问题。

Zappos is well-known for its commitment to excellent customer service, but this email example might take the cake. It's not replicable for every single customer query imaginable, but the rep is clearly committed to delivering service — and making the customer happy in the process.

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3.自助服务

Many customers are now turning to DIY customer service methods to get the information they need quickly and easily without having to hop on the phone or wait for an email reply. And in response, businesses are developing知识库，在他们发布文章和视频的位置，这些文章和视频说明了如何使用产品和服务，以便客户可以在需要时寻找无触摸的客户服务。

Hubspot Academy's知识库塞满了很多文章和视频，可以解释使用HubSpot软件的分步流程。bob电竞官方下载对于更大的图片学习和培训，HubSpot Academy提供free certificationsand trainings to learn about the inbound methodology and specific verticals within the software.

4. Messaging

消息传递迅速成为最受欢迎的方式to seek out customer service help — and this can take many forms, including text-based messaging (discussed above), messaging apps, and direct messaging on social media (more on that below).

消息传递应用程序吹嘘超过50亿用户worldwide, and businesses are starting to rely on them to offer quick and easy content distribution and customer service to audiences. Here at HubSpot, we use Facebook Messenger to distribute blog posts like this one, but other businesses are using these apps to make it easier for customers to make purchases and get the help they need — in apps they're already using to communicate with friends and family.

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5.社交媒体

Customer service on social media is another up-and-coming way businesses are communicating with customers more frequently.

客户可以对他们在Twitter，Facebook和Instagram上提出的问题进行快速简便的回答，而社交媒体也使企业许可也变得更加有趣。一些品牌甚至为客户支持创建特定的帐户。

Yelp Eat24使用Twitter提供出色的客户服务，同时仍在使客户在此过程中发笑。

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6. Live Chat

Live chat是另一个选择提供快速的客户服务，而无需强迫您的客户等待电话- 它可以由人类或机器人操作 - 特别是聊天机器人。

Live chat小部件可以在公司网页上启动，以提供即时的客户bob全站app支持和服务 - 另一种简单的方式可能对您的客户更方便。他们需要全职奉献才能成功运作，因此有些企业转向聊天机器人以更实惠的价格运营 - 例如CenturyLink did when it employed Conversica's Angie开始与新潜在客户进行交流，以节省销售和客户服务人员的时间。

Here at HubSpot, our live chat appears on site pages where we think a visitor might need extra assistance — like our pricing page:

7. In-person

最后，另一种类型的客户服务是面对面服务。这是针对食品和零售空间等行业中的砖和砂浆商店。当有人购物时，通常会由客户服务代表接触，他们询问他们是否需要帮助然后响起他们。

虽然过去似乎是一种面对面的客户服务，但没有什么比在亲自体验的好体验更好的印象了。

现在，您对各种类型的客户服务有了更好的了解，让我们看一些特定的示例，为您的业务提供更多的背景和灵感。

Good Customer Service Examples

For every bad customer service experience, you can think of, you might also be able to recall a representative or a business that knocked your socks off by going out of the way to solve problems for you.

您可能会认为，花更多的时间在客户问题上不会为您带来有意义的回报，但是正如我们现在所学到的那样，快乐的客户为您的业务带来更好的成果，因此值得创造团队的奉献精神和极端帮助的文化。

查看这些good customer service examplesfrom a few more big brands — along with actionable takeaways you can bring back to your team. These businesses are within different industries, but all offer employees a tremendous deal of autonomy and resources to go the extra mile to solve customer problems.

一个这样的例子，即丽思卡尔顿公司（Ritz-Carlton Compabob全站appny），为每个员工提供了自主权，最多可以花费2,000美元解决客户问题，而无需寻求批准。虽然这笔高昂的金额可能超出您的组织预算，但有更多的理由whythis company has created such a policy bears remembering for every customer service team.

丽兹 - 卡尔顿（Ritz-Carlton）奖励员工的敬业度 - 因为它认为参与是培养致力于改善客户参与度的员工的关键。了解有关其理念以及其他三位客户服务领域的理念的更多信息 -in this blog post。

客户服务Quotes From Leaders

一些最著名的商业成功案例可以归功于出色的客户服务，至少部分是部分。

毕竟，通过出色的产品或服务吸引新客户只是旅程的一半 - 收入增长的很大一部分就是保持现有客户，因此他们一次又一次地向您购买。

As it turns out, leaders of big brands like Intuit, Pepsico, and Zappos have a lot of wisdom to offer when it comes to customer service — and that's because they doubled down on it and made it their mission.

以亚马逊为例，其首席执行官杰夫·贝佐斯（Jeff Bezos）一直试图通过使购物更轻松地优化客户服务体验。贝佐斯（Bezos）倡导“试图做好艰苦的事情”作为改善品牌声誉和建立积极品牌认同的基石。现在，亚马逊被称为购买所需物品的最快，最简单的方法 - 就像那样简单。

Read the rest of thesecustomer service quotes激发自己 - 和您的团队 - 提供最好的服务，并为您的业务提供更大的局面。

What are reasonable customer service expectations?

Today, customers are in control. Their expectations for service are high, and it's minimally painless and virtually cost-free to switch to your competitors if you aren't meeting them. And the old customer service playbook isn't working. Successful customers can grow your business faster than sales and marketing, but in order to get there, customer service professionals must take on a new, more human approach to service.

现在，客户不仅希望您能解决他们的问题，而且他们还希望对上述服务感到高兴。他们想获得帮助什么时候they want,如何他们想要它，并且他们不想跳过乏味的篮球才能获得它 - 就像整天等待，或者无法通过消息传递应用程序连接。

通过出色的服务使客户满意

在当今的客户服务环境中，客户拥有力量。因此，由客户服务专业人士来帮助他们成功。请记住，当您帮助客户成功时，您将允许您的业务通过积极影响客户以及您的底线增长。

因此，开始实施我们审查的各种客户服务，并使用提供的示例进行灵感。

编者注：该帖子最初于2017年8月发表，并已更新以进行全面性。