HubSpot: How COVID-19 Impacted Customer Service & What’s Next [Data + Expert Tips]

HubSpot just issued a new engaging blog:

We all know the importance of customer service for retaining customers and scaling a business — and it’s only increasing in value over time. Consider, for instance, what happened when I called CorePower Yoga’s customer service team last week to complain about an incorrect charge to my account. What could’ve been a stressful and frustrating experience turned into me actually upgrading my membership. That’s the power of good customer service — it’s where your customers’ loyalty starts, or ends. Unfortunately, the past two years have been anything but easy on customer service teams. While customers’ expectations for customer service hit an all-time high, customer service reps simultaneously saw more difficult calls and increased escalations in 2020. HubSpot’s Industry Data, for instance, shows a consistent rise in support tickets since the beginning of the pandemic — from 6% in March of 2020 to over 90% as of August 2021: Image Source However, as…

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