[Cypress] 33 Customer Service Tips HubSpot Reps Swear By

I’ve been on both sides of the fence. Working in customer service, I learned that my approach to customer interactions made a big difference — if I got it right, buyers were happier, and my job was easier. As a consumer, meanwhile, I’ve learned to spot the difference between “good” and “great” customer service and recognize its impact on my own buying behavior.

But don’t just take my word for it; instead, look at the data. According to HubSpot research, 93% of customers are likely to make repeat purchases from companies that offer excellent service, and 48% of customers say they’ve switched brands in the last year to get better customer service.

With that in mind, here are 33 tips that our customer service reps swear by — and that can help your team see success.

Customer Service Tips HubSpot Reps Swear By

1. Solve for the customer.

At HubSpot Support, we have a saying: “Solve for the customer’s needs, not your own.” This mantra leads our support team and reminds our reps how to approach each interaction with our customers.

Rather than looking for shortcuts or handing the case off to another rep, our team is expected to be as invested in the situation as the customer. This means looking for long-term solutions that foster customer success, not quick fixes that will require more attention later.

Additionally, Customer Success Manager Sierra Howard encourages anyone in a service role to find empathy when dealing with customers.

Howard told me, “Put yourself in your customers’ shoes and be personable. You want to ensure that your customers don’t feel as if they are being treated as just another number.

Howard suggests that reps take time to really think about how they can help solve customer problems, how the customer could be feeling, and what value you could add from your interaction with them.

“It’s always important to be personable and build rapport so they feel heard and understood.” She adds, “For instance, I always try to find common ground where I can, and use a customer’s name in conversations so they feel as though they are getting a personalized and warm experience when working with me.”

2. Let the customer know you’re on their side.

Remember the last time you had a really good, effective conversation with a service rep? I’m willing to bet one of the main reasons you felt good afterward was the rep’s ability to make you feel like you were on the same team.

In customer service, it’s critical you show the customer you’re on their side when tackling a problem.

As HubSpot’s Customer Success Manager Christina Vuong puts it, “Being able to tell the customer that you’re on the same page and working collaboratively is incredibly important for building rapport and trust. I often approach conversations by using ‘we’ language, e.g., ‘We will figure this out together’ or ‘I am on your team here.’”

Vuong adds, “Their problem is now your problem. It’s important to keep in mind how urgently you would want the issue resolved if you were personally experiencing it.”

A lot of negative emotions can be diminished if a customer feels like they’re working with someone who cares equally about the outcome.

As Vuong notes, “Working collaboratively with customers removes a lot of frustration and friction between yourself and a customer if the customer feels like you’re a barrier to their success. Let them know you’re as invested in their roadblocks and concerns as they are, and team up.”