Inbound Customer Service

It's a great time to be a customer, the internet has shifted the inbound customer service landscape, placing power back to the buyer and provides an unrivalled choice, increasing competition and with content marketing evolving, customers have all the information they could ever want to make buying decisions without even contacting you.

With social media playing a central role driving content straight into our smartphones, and word of mouth still a primary channel that businesses needs to be tuned into, it is essential to answer more than just the customers questions, businesses that serve the customer at all stages and provide real tangible value will win.

The clients experience starts way before the actual point they become a customer, purchase decisions are weighted to the experience they receive, the ease of communication and simplicity as a reason to do business with a company.

Inbound customer service people ensures the experience continues past the sale point and increases with a seamless experience to drive even more value.

Delivering a perfect onboarding experience plus allowing clients to access information about their purchase on a self serve basis in real time environments, delivers instant solutions that reduces friction and increases positive reviews through NPS scores.

The need to be in the client service business is no longer optional, to build a culture you need great people and great systems.

Everyone in every department needs to have a client success mindset, ensuring an exceptional service is maintained at every touchpoint with technology supporting the culture.

Inbound Customer Service and The HubSpot Service Hub provides the framework and technology from self serve knowledge bases to centralised inboxes and chatbots to drive an inbound customer service culture 24/7.