Did you know that acquiring a new customer costs 5 to 25 times more than retaining an existing customer?

Customer Retention is a litmus test that distinguishes your company from the rest. When you keep your customers happy, you are not just solidifying their trust but you are also igniting the chain of long-term profitability. Studies also state that repeat customers tend to shop more than new customers. That’s not all. Majority of the companies believe that customer satisfaction is a strong weapon in their marketing arsenal.

Just as significant customer retention is for a company, it is equally important to have the right tools and software to track, monitor, and analyze customer insights. HubSpot is a game changer in the world of customer experience, transforming your customers into brand advocates. HubSpot services are designed to take your business to new heights with their unmatchable functionalities.

How HubSpot Can Improve Your Customer Retention

The benefits of HubSpot are endless and plays a vital role in improving customer retention. They include:

  • Personalization: HubSpot lets you personalise offers and messaging according to customer’s engagement patterns.
  • Automation: HubSpot’s automation features lets you respond to your customer’s requests in a timely manner without any delays.
  • Data-Driven Insights: Get smart insights about your customer’s behavioural patterns by monitoring your sales and marketing campaigns using interactive dashboards, pie charts or bar charts.

Key Features of HubSpot CRM

HubSpot has various features that can enhance your customer experience. Some of the popular ones are:

  1. Contact Management: Store a plethora of your customer’s data and contact details on your HubSpot CRM. The contact segmentation feature also lets you breakdown and target a specific group for marketing campaigns.
  2. Lead Tracking: Track your leads through the complete sales funnel and monitor them according to user behaviour, interactions, and their engagement levels.
  3. Email Marketing: Send customised emails and monitor their performance to improve your marketing campaigns. Understand your customer’s behaviour patterns, track the important metrics such as email open rates, click rates and number of resource downloads. This lets you to tailor the campaigns accordingly.
  4. Omnichannel Messaging: With omnichannel service, customer teams can easily switch between communication channels according to the customer’s preference by giving a consistent experience. All the channels are centralised to a single CRM software making customer management a breeze.
  5. Knowledge Base: Help your customers find their own answers with HubSpot’s knowledge base software. You can upload helpful articles, tag, and categorise them and build a list of FAQs. In addition, you can also track the reach of your knowledge base usage and fill in the gaps to create a comprehensive resource kit.
  6. Customer Feedback Surveys: This feature lets you design easy surveys/questionnaires which comes with prebuilt questions to assess loyalty points. You can choose from net promoter score (NPS), customer effort score (CES), and customer satisfaction (CSAT) surveys. This tool not only helps you to roll out surveys but also gathers feedback with responses helping you improve your customer strategy.
  7. Automate Messages with Chatbots: AI chatbots have become the norm in the digital world. If you still haven’t used this feature on your website yet, it’s likely that your business is lagging behind the curve in terms of automation. Chatbots provide instant replies to your online visitors and can direct queries to sales team or customer support team accordingly.
  8. Integrate All the Messages Using a Shared Inbox: Businesses typically conduct many email campaigns, maintain an active social media presence, and react to customer inquiries via live chat all at once. However, if these channels are not integrated, there are high chances that a company might end up in troubled waters. Businesses frequently have to process lots of queries across many channels, leaving the customer service workforce swamped with tasks.

But with HubSpot’s Shared inbox, all the messages are integrated in a single software and the customer team can answer them immediately without causing any delays.

Final Words

Customer Satisfaction is the lifeblood of any business. Your company’s success and reputation solely depends on it. Be innovative in your customer strategies and stay ahead of the game by leveraging HubSpot’s versatile tools designed for customer delight.